Returns Policy

This Returns Policy applies only when you purchase online. We want you to be delighted with your purchase experience on our website. To help you make a better decision, we have provided some buying tips. Once you receive your furniture you have seven days to decide if you wish to return it. Whatever the reason, we don’t want you to be stuck with an item you cannot use or that you do not want. If you do decide to return the goods, you can either arrange to return the goods yourself or you can ask us to collect them from you, the goods must be returned in its original packaging without damage:

1.      If you request a refund, $120 restocking fee plus actual outbound shipping costs and return transportation charges will be deducted from your return refund.
2.      If you would prefer to exchange or have a credit Note of the purchase price excluding actual shipping costs, there is no charge.
3.      Please keep in mind that once an order has shipped, it cannot be cancelled. If you refuse an order, it will then fall under the standard returns policy.

Please note that all items must be returned in their original packaging. Items which are not in the original packaging or have been assembled can not be returned. There is a 30% cancellation or returns fee for Special Forward Orders (the item is not a part of our regular back orders, though is available as a special order upon request); there is a 50% cancellation or returns fee for Custom Made Orders (available for bulky purchases, for items not readily available, but a new configuration can be developed to meet a special purpose).

Refunds will be issued within 5 working days of receipt of goods and after we have inspected them for damage. We will only issue a credit to the credit card used for the original purchase or refund to the original purchaser. We reserve the right to withhold all or part of your refund if items are returned damaged.

Mattresses can only be returned if they are unopened. Mattresses which have been opened or slept on can not be returned.

How to return?

Please email and include your original order number, what product(s) you are returning, and your name. Or call us at 1300 11 22 33. We will give you a return number and a return address. Wrap the package carefully. All returned products must be in original condition and packaging. Return the product using professional furniture carrier or furniture removalists to the address you are provided – usually our warehouse. Fax or email us the carrier’s details and your dispatch number so that we can track the return. It is important that you save the tracking number and that you insure the return package in case there are any issues during transit.

If the products arrived damaged?

Our products are well-packaged to withstand damage during shipping, and we usually take photos of the original status of the goods when we ship to you through furniture carriers. If an item looks damaged or parts are missing, please take a photo and notify us within 48 hours of receipt. Even if the package appears only slightly damaged, write “Package Damaged” when you sign for delivery. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one, if that happens, please notify us so that we can expect the return shipment. We stand behind our products and service, if you are having an issue, please contact us and we will make every effort to resolve it.

Sofas Sydney