Returns & Refunds

We want you to be happy with what you buy. If something arrives damaged, stops working, or simply is not right for the room, here is exactly where you stand and what to do.

Your rights under Australian Consumer Law

Everything you buy from us comes with guarantees that cannot be excluded under the Australian Consumer Law. Nothing on this page limits them.

If a product has a major problem, you can choose a refund, a replacement, or to keep the item and ask us to compensate you for the drop in value. A problem is major when the item is unsafe, is significantly different from what was described, does not do what we said it would, or could not be fixed easily and within a reasonable time.

If the problem is minor, we will repair the item, replace it, or refund you. We will let you know which, and we will do it within a reasonable time and at our cost.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage caused by a failure. These rights apply for a reasonable time after purchase, which depends on the price and nature of the item, and they are not cut off by any deadline on this page.

If your order arrives damaged

Furniture and lighting travel a long way, and occasionally a carton takes a knock. If that happens we will make it right.

Please tell us within 7 days of delivery. Email info@furniturenlighting.com.au with:

• Your order number
• Photos of the damage, and of the outside of the carton it arrived in
• A short description of what is wrong

Two things make a claim much easier to resolve:

• If the damage is visible before you sign, accept the delivery but write “damaged” on the driver’s paperwork before signing. Once a docket is signed clean, the carrier treats the goods as delivered in good order.
• Keep the packaging until the claim is settled. It is the evidence that the damage happened in transit, and without it a carrier or supplier can decline the claim.

We ask for 7 days because the freight companies and suppliers we claim through work to short windows of their own, some as tight as 48 hours. Reporting quickly is what lets us replace an item straight away rather than wait on an assessment.

If you spot a problem after that, still get in touch. The 7 days is about how fast we can act, not a cut-off on your rights. Nothing here reduces the Australian Consumer Law guarantees set out above.

You will never pay freight on a damaged, faulty or incorrectly supplied item. We arrange and pay for collection and redelivery.

If you change your mind

You have 14 days from delivery to let us know you would like to return something you have simply changed your mind about.

To be accepted, the item must be:

• Unused, unassembled, and not installed or wired in
• In its original packaging, with all fittings, globes, feet, hardware and instructions
• In a condition we can sell again

Change-of-mind returns carry two costs, and we would rather be upfront about them than surprise you later:

• You arrange and pay the return freight. We can quote it for you if that is easier. The delivery charge on your original order is not refunded.
• A 25% restocking fee applies to the price of the returned item.

Why the fee: we hold no change-of-mind stock rights with the workshops and importers who make our furniture. A returned piece cannot go back to them, so it becomes ours to store, inspect, repack and resell. The fee covers a part of that. It never applies to anything damaged, faulty or wrongly supplied.

Please contact us before sending anything back. Returns that arrive without being arranged first can go astray in a warehouse, and we cannot refund what we cannot identify.

What we cannot take back on change of mind

• Made-to-order, custom or special-order pieces, including any custom fabric or finish
• Items that have been assembled, modified, wall-mounted or hard-wired
• Clearance and final-sale items, which are marked as such on the product page
• Mattresses, mattress toppers and pillows once the packaging is opened, for hygiene reasons
• Gift cards

None of these exclusions affect your rights if the item turns out to be faulty.

Cancelling before it ships

If your order has not left the warehouse yet, we will cancel it and refund you in full, including delivery. Email us as soon as you can, because some items dispatch the same day.

Warranty

Every product carries the Australian Consumer Law guarantees above. Most ranges also come with a manufacturer’s warranty on top of them:

• Furniture and homewares: generally 12 months or more, with some ranges considerably longer. Solid mahogany furniture, for instance, carries a five year warranty on timber and hardware.
• Lighting and electrical: generally 12 months.

Manufacturer warranties cover normal residential use. They do not cover fair wear and tear, accidental damage, misuse, or failure to follow the assembly or care instructions. If you are furnishing a cafe, office, hotel or other commercial space, talk to us before you order and we will tell you what cover applies to the specific pieces.

All lighting must be installed by a licensed electrician. Wiring in a fitting yourself will void the manufacturer’s warranty, and in most of Australia it is against the law.

To make a warranty claim, email us with your order number, photos, and a description of the fault. We will assess it and organise a repair, replacement or refund. We do not ask you to sign anything away to have a claim settled.

How to start a return

1. Email info@furniturenlighting.com.au with your order number and, if something is wrong with the item, photos.
2. We will reply with what happens next. For a fault or damage we arrange collection. For a change of mind we confirm the return address and the refund figure before you send anything.
3. Send the item back, or wait for our carrier if we are collecting.

Refunds go back to the payment method you used. Once the item reaches us and is checked, we process the refund within 5 business days, and your bank generally takes another few days to show it.

Talk to us

If any of this is unclear, or your situation does not quite fit what is written here, email info@furniturenlighting.com.au or use our contact page. We would much rather sort a problem out than have you stuck with something you are unhappy with.