Returns & refunds
Returns & Refunds
We believe in being upfront, so everything about returns, cancellations and refunds is here in plain language — nothing hidden in the fine print.
It depends what you bought
Returns conditions depend on whether you bought new or secondhand. The conditions below distinguish change of mind from faults. Your rights under the Australian Consumer Law remain separate.
Within 7 days of ordering: exchange for another product, or cancel for a full refund. Any non-refundable Buy Now Pay Later processing fee may be deducted, as those providers don't refund it to us.
After 7 days, your choice of 100% store credit (valid 12 months, no deduction) or a refund less a 10% cancellation fee. Store credit is always the no-cost option.
Already delivered or collected: store credit or exchange only.
- The item must be unused, undamaged, complete and in its original packaging.
- The original delivery fee isn't refundable — that service was already provided.
- Return it yourself, or we can collect it for a pickup fee.
- Processed once the item is back with us and inspected.
This section is about changing your mind, not faulty items. If something is wrong with your furniture, see Your consumer rights below — none of these fees apply.
Once opened, assembled or used, an item can no longer be sold as new, so standard change-of-mind refunds don't apply. Within 24 hours of receiving it we may, as a goodwill gesture, accept it back for store credit less return transport and a 30% restocking fee — provided it's in as-new condition with no stains, damage or odour. We'll always assess fairly and explain our decision.
Mattresses: for hygiene reasons, goodwill returns apply only while still sealed in original packaging, within 48 hours of receipt. Once unsealed, a mattress can't be returned for change of mind — though your consumer rights still apply if it's faulty.
We do not accept returns or exchanges of secondhand furniture or whitegoods for change of mind. Secondhand furniture, excluding whitegoods, has no voluntary store warranty. Your consumer rights still apply. Pre-loved whitegoods are tested before sale and come with a one-month store warranty from the day you receive them.
- The one-month store warranty covers pre-loved whitegoods only, not pre-loved furniture.
- The separate failed paid-delivery terms below apply only to the stated customer/access circumstances.
These change-of-mind terms do not limit any rights you may have under the Australian Consumer Law.
Sold at our lowest prices, as-is. Change-of-mind returns and exchanges don't apply.
The reason is simple, and we tell you upfront: the reduced price is the trade-off for buying the item as seen. We always label these clearly before you buy and point out any noted marks or wear.
This doesn't affect your rights if an item is faulty in a way that wasn't disclosed at the time of sale.
What counts as changing your mind
The item is fine — you simply no longer want it. That includes:
- Wrong size, colour, material or style.
- It doesn't suit your room, décor or taste.
- It won't fit the space, or through a doorway, hallway, staircase or lift.
- Your plans or circumstances changed.
- You found it cheaper elsewhere, or no longer need it.
- A paid delivery could not be completed because of customer-caused circumstances or property, doorway, access-route or lift constraints. See the separate failed paid-delivery policy below.
Change of mind, or faulty?
A preference or a customer-caused sizing or property-access issue is different from a fault. For a failed paid delivery caused by the customer or property access, see the separate policy below. Faulty or misdescribed goods, store-caused delivery failures and any fit or access assurance given by our team are assessed separately under the Australian Consumer Law. We consider the circumstances and explain the applicable remedy.
Some things are part of normal use and aren't faults: natural fading or creasing of leather and fabric, foam and cushions softening, minor timber grain and colour variation, size variation up to 5% on handmade items, fabric pilling, and damage from assembly, misuse, spills, pets or normal wear.
Your consumer rights. Nothing in this policy limits your rights under the Australian Consumer Law, and they apply to every item we sell — Brand-new, Pre-loved and clearance. If an item arrives damaged, is faulty, or doesn't match how we described it, you may be entitled to a repair, replacement or refund at no cost.
Failed paid delivery due to customer or property access constraints
If a paid delivery cannot be completed because the item cannot pass through the customer's doorway or access route, or because of customer-caused circumstances or property/lift access constraints, our delivery team will take the goods back immediately.
A 20% restocking fee applies to the price actually paid for the item taken back. If the whole purchased set is taken back, the fee applies to the price actually paid for the whole set.
- Actual bank and payment-processing charges incurred for the case also apply.
- The remaining goods value is provided as store credit after these deductions. No monetary refund is offered under this customer-caused failed paid-delivery policy.
- These store policies do not limit your rights or remedies under the Australian Consumer Law. Faulty or misdescribed goods and delivery failures attributable to the store are assessed separately. These fees and the store-credit-only condition are not automatically applied to those remedies.
A few general conditions
- Special and custom orders can't be changed or cancelled for change of mind once placed with the supplier or production starts.
- Fair use: change-of-mind returns are limited to one per customer or household per 12 months.
- Trade, commercial, staging and project orders are final sale for change of mind.
- If we can't supply an item you've paid for, we'll offer a replacement, store credit or a refund.
- Please keep your tax invoice or order confirmation as proof of purchase.
How to start a return
Send us your order number, a description of the problem, and a few clear photos or videos of the item and its packaging. We aim to respond within one business day. Please wait for our return instructions before sending anything back.
- Contact usStep 1
- Send detailsStep 2
- We reviewStep 3
Messaging us starts a conversation, not an approved return — we confirm the outcome after we've seen the item.
Start a return
Messaging us starts a conversation, not an approved return — we confirm the outcome after we've seen the item.
Never beaten on price
Find the same piece cheaper in Brisbane and we’ll beat it.
T&C: Bring a written quote from a Brisbane retailer for the same item.