Refund & Returns Policy

Furniland Refund & Returns Policy
This Refund Policy ("Policy") applies to purchases through www.furniland.com.au. 
Customer Service Email: info@furniland.com.au
We take pride in our products. After all, we have tried and tested these products to make sure they are of a high quality for your home! Your order is important to us, which is why we want to make sure that your products arrive as described and in in excellent condition.

We want you to be 100% happy with your purchases and we completely understand that returns & refunds are a way of any commercial transaction. We believe in putting your convenience as our top priority and as such our returns are simple and straightforward. If you have any questions at all regarding our policies, please contact us.

1. General
(a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").
(b)  Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.
(c)  Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law
(a)  Under the Australian Consumer Law:
(i)  Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:
(A)  to cancel your service contract with us; and
(B)  to a refund for the unused portion, or to compensation for its reduced value.
(ii)  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

(b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c)  The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f)  If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g)  If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

We do not accept change of mind refund requests for:

  1. health and safety products ; or
  2. products that are opened or the sealed packaging broken.

You must consult with us for any change of mind return. Please do not return the product to us without our prior consultation. If no consultation has occurred, a refund will not be provided.

In the event that you receive the products you have purchased, but that you simply change your mind, we may, at our discretion, offer you a refund, provided that:

(i)  You notify us at info@furniland.com.au complete with your name and order number within 7 days of receipt.

(ii)  The following conditions are satisfied: 
For any change of mind return, the product(s) and packaging must be unopened, unused, unassembled, undamaged, in its original packaging , seal of the packaging not broken, and in a resalable condition.

(iii) We prefer that returns due to a change of mind are done at your own arrangement.

  • (iv) If we accept your change of mind request, and:
    1. you have been provided with the return label, we will refund the item price minus the initial shipping fee, minus the return shipping fee and a restocking fee of 15% of the item price and the shipping fee; or
    2. you have not been provided with the return label, we will refund the item price minus the initial shipping fee and a restocking fee of 15% of the item price and the shipping fee; and/or
    3. you change your mind before the item is received and requires the action of Return to Sender (RTS), we will refund the item price minus the initial shipping fee and a restocking fee of 15% of the item price and the shipping fee. Refund for RTS will be provided after the item is received at our warehouse facility.
    4. For free delivery order, Furniland has still incurred shipping costs to deliver the order to your address in the first place. Hence for the purpose of change of mind return calculation of the refund amount, free delivery order is assumed to have incurred the minimum delivery costs which is $9.90.

    •  

    (v) All items returned to Furniland as a result of incorrect or incomplete delivery information will be treated as a change of mind return, including items returned to sender due to being unclaimed, 'no such person' or 'no such address'.

    How to request a change of mind return:
    * Contact our customer service team on info@furniland.com.au within 7 days of receiving the goods. Please include your full name, order number and advise your reason for return.
    * Please include images of the boxes showing the products are eligible for return being unused, undamaged, unopened and ready for shipment.
    * Advise us if you plan on arranging your own return, or if you would like a quote from our carrier.
    * Please NEVER include personal credit card information in your communications with us.
    * Our team will process the return and will advise instructions for the return once approved. The usual turnaround time is around 14 business days. Please do not return the product to us without our prior consultation as we operate various warehouses in Australia.

     (vi) All the following are considered as change of mind return:

    - after your have placed your order and made payment, that you wish to cancel your order;

    - after your have placed your order and made payment, that you wish to change the delivery address or any personal details;

    - after your order has been dispatched from our warehouse, that you wish to cancel your order;

    - after your order has been dispatched from our warehouse, that you wish to change the delivery address or any personal details;

    For all the above situations, you will need to contact our support team to arrange for a change of mind return.


    Change of mind returns, cancellations and refunds are subject only to approval by our customer support team and are not definite until you hear back from us.
    Items excluded from our change of mind policy:
    Mattresses, pillows, & bedding products cannot be exchanged once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods, and custom products such as custom made products, special orders or personalised items. Please get in touch if you have questions or concerns about your specific item.

    4. Products Damaged During Delivery
    (a)  In the event that the product you ordered has been damaged during delivery:
    (i)  Please contact us immediately.
    (ii)  Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

    (b)  We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receiving the product.

    5. Exceptions
    Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, refund or store credit for a product or service purchased by you if:
    (i) You misused the said product in a way which caused the problem.
    (ii)  You knew or were made aware of the problem(s) with the product or service before you purchased it.
    (iii)  You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
    (iv)  Any other exceptions that apply under the Australian Consumer Law.

    6. Shipping Costs for Returns
    (a)  In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us (If suitable), as well as any cost of shipping any replacement product to you.

    (b)  If the Returned Product is a change of mind and can easily be shipped or returned, we prefer that the return is made at the customers arrangement. Please refer to section 3 for more information. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will arrange the return, or, reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

    (c)  If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under
the Australian Consumer Law), then we will either organise for the postage, shipping, transportation or collection of the Returned Product at our cost, or in some exceptional circumstances, allow you to dispose of the item.

    (d)  In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

    7. Response Time
    We aim to process any requests for repairs, replacements or refunds within 5 business days of receipt.
     
    8. Warranty Information & Claim Instructions
    Shop with www.furniland.com.au and enjoy full peace of mind with a 12 month warranty on all standard furniture products unless stated otherwise. The warranty conditions are another benefit of shopping with Furniland. Some products come with an extended warranty, and in these instances, please check the wording of the description to confirm prior.

    Please send us a detailed description with supporting evidence. We will need you to provide clear images and a short video clip showing the fault so that we can proceed with the warranty claim.

    In the rare event you may be missing a part, please circle the missing part on the instruction booklet and send us a photo of that so we know exactly what to send to you.

    Our customer service team will assess and then contact you to proceed with the return, refund, repair or replacement process. We ask that you do not return the item without our authorisation.

    Warranty Claim Instructions
    All Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:
    * Order Number
    * Name & address of customer
    * Detailed information about the fault
    * Manual with missing parts indicated (if applicable)
    * Images/Video clearly showing fault (if applicable)
    * Images/Video clearly showing goods in original packaging (if applicable)
    Note: All images and videos must be attached to the emails at an appropriate size.

    Our dedicated customer support team will assess and troubleshoot to help you resolve the problem. The final decision will be made by Furniland to repair, replace or refund the product per the ACCC guidelines.

    Once our customer support team approves the refund, it generally takes up to five working days to process, and you'll hear from Furniland once we process the refund. With this in mind, please allow an additional five business days for your financial institution to handle and process the refund. 

Please note, we will not refund, repair or replace items if our products are misused, mishandled or installed incorrectly. Customers are responsible for following the directions / instructions and advice provided by the product manufacturers.

    9. Non-returnable items
    Mattresses, pillows, and bedding products are unable to be returned once opened due to health and safety concerns. Certain other types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, also we cannot accept returns on gift cards.