Your Rights under Australian Consumer Law
If an item you buy fails to work or do what you asked for, you have the right to ask for a repair, replacement or refund under the Australian Consumer Law. The remedy you're entitled to will depend on whether the issue is major or minor.
Steps and Return Procedure
Please do not return the faulty item to us without contacting us first. For us to assist you, we require that prior to returning goods to us you:
check the item or items for damages or faults;
record the damages or faults by picture or videos; and
email the picture or videos to us along with a detailed description.
To make a claim, you must provide us with a copy of your tax invoice or any kind of proof showing that you purchased the item from us. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit. This will enable us to review your claim. If you do not follow this procedure additional charges, such as postage and handling, may apply.
Once assessed and approved by our Factory Buys team, you will be contacted to proceed with the return, refund or replacement process.
A refund or replacement will not be provided if items are being misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.
To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Refunds generally take 2-3 working days to process. However, please allow an additional 5 working days on top for your financial institution to process it.
Returns (if applicable)
Please do not attempt to return the item without contacting us first. To make a claim, you must provide us with a copy of your receipt and proof of purchase. You need to also describe the problem precisely and provide evidence to support your claim, and state whether you are requesting a replacement, repair, refund or credit.
All returns take up to 5 working days to process, and will notify you once we have processed your case. However, please allow an additional 5 working days on top of this for any resulting financial transactions.
A refund or replacement will not be provided if products are being misused, mishandled or mistakenly installed. We are unable to provide a refund for some goods, such as mattresses or bedding where hygeine prevents us from reselling those goods. Other goods may be refunded, less a restocking fee. Customers are responsible for ensuring that the goods and packaging are returned in original condition and items that do not pass our quality checks may be ineligible for a refund. Furniture Savings reserves the right to refuse a refund for any reason.
The customer is responsible for following the instructions and advice given by the manufacturers. Returns due to change of mind or circumstances will require return shipping to be paid by the customer and may incur a restocking fee.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are returning an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.