Refund policy

This Policy applies to all purchases made through www.furniland.com.au.

Customer Care Team
Email: info@furniland.com.au

At FURNILAND, we're committed to providing quality products and a seamless shopping experience you can trust. If something isn't quite right with your order, we'll work with you to reach a fair and timely resolution.

This Policy explains our procedures for returns, refunds, replacements, warranty claims, and cancellations. It should be read together with your rights under the Australian Consumer Law (ACL), which cannot be excluded, restricted, or modified by this Policy.

If you have any questions about this Policy or need assistance with your order, our Customer Care Team is always happy to help.

1. General

We provide remedies in accordance with the Australian Consumer Law and this Policy, including refunds, replacement parts, replacements, warranties, and other applicable remedies.

Nothing in this Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Where this Policy provides additional benefits, those benefits apply alongside your rights under the Australian Consumer Law.

We encourage you to read this Policy before placing an order so you understand your rights and what to expect should you need to request a return, refund, replacement, warranty claim, or cancellation.

2. Australian Consumer Law

Nothing in this Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product you purchase from FURNILAND has a major failure, you may be entitled to a refund, replacement, compensation for any reasonably foreseeable loss or damage, or any other remedy available under the Australian Consumer Law.

If a product has a failure that does not amount to a major failure, you may be entitled to have the issue resolved within a reasonable time. Depending on the circumstances, this may include replacement parts, a replacement product, a refund, or another appropriate remedy in accordance with the Australian Consumer Law.

If there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

For more information about your rights under the Australian Consumer Law, please visit the Australian Competition and Consumer Commission (ACCC) website.

3. Cancellations & Change of Mind

We understand that sometimes plans change. If you've changed your mind about your purchase, please contact our Customer Care Team as soon as possible. We'll review your request in accordance with this Policy.

Change of mind returns are not covered under the Australian Consumer Law. However, FURNILAND may approve eligible change of mind returns on a case-by-case basis, subject to the conditions set out below.

3.1 Items Not Eligible for Change of Mind Returns

For health, hygiene, safety, and product integrity reasons, we do not accept change of mind returns for:

  • health and safety products where return is not permitted for hygiene or safety reasons;

  • mattresses, pillows, and bedding products once opened;

  • products that have been opened, used, assembled, damaged, or are not in their original, resalable condition;

  • products with broken or removed seals or original packaging; and

  • any other items identified as non-returnable.

3.2 Eligibility

To be eligible for a change of mind return:

  • You must contact us within 7 days of receiving your order.

  • Your return request must be approved before the item is returned.

  • The item must be unopened, unused, unassembled, undamaged, and in its original packaging.

  • The product and its packaging must remain in a clean, resalable condition.

Please do not return any item without prior approval from our Customer Care Team, as we may be unable to process unauthorised returns.

3.3 Personal Preference & Expectations

A change of mind includes situations where a product matches its description and specifications but does not meet your personal preferences or expectations.

Examples include, but are not limited to:

  • preferring a different colour, shade, finish, or material;

  • finding a mattress softer or firmer than your personal preference, despite the advertised firmness rating;

  • deciding the size, style, or design is not suitable after delivery; or

  • any other circumstance where the product has been supplied as described but does not meet your personal preference.

Please note that product images are provided as a guide only. While we make every effort to display product colours, finishes, and materials as accurately as possible, slight variations may occur due to screen settings, lighting conditions, photography, and individual device displays.

These situations are considered change of mind requests and do not, on their own, indicate that a product is faulty, defective, or not as described.

3.4 Return Shipping

Unless otherwise agreed, customers are responsible for arranging and paying for return shipping costs for approved change of mind returns.

If you prefer, we're happy to provide a shipping quotation using one of our courier partners, where available.

3.5 Refund Calculation

If your change of mind return is approved, your refund will generally be calculated as follows:

  • the purchase price of the item;

  • less any original shipping costs incurred by FURNILAND;

  • less a 15% restocking fee, calculated on the item price; and

  • less any applicable return shipping costs arranged by FURNILAND.

The restocking fee helps cover the costs associated with processing, handling, inspection, and repackaging returned products.

Where an order qualified for free shipping, a minimum outbound delivery charge of $10 will be deducted.

If an order has already been dispatched and requires a Return to Sender (RTS) following a cancellation request, any applicable refund will be processed after the returned item has been received and inspected.

3.6 Incorrect Delivery Information

Orders returned because incorrect or incomplete delivery information was provided by the customer will be treated as change of mind returns.

This includes, but is not limited to:

  • incorrect delivery addresses;

  • unclaimed parcels;

  • "No Such Person";

  • "No Such Address"; or

  • any other delivery issue resulting from incorrect customer information.

3.7 How to Request a Change of Mind Return

To request a change of mind return, please email info@furniland.com.au within 7 days of receiving your order and include:

  • your full name;

  • your order number;

  • the reason for your return request;

  • photos showing the item and its packaging are unopened, unused, undamaged, and ready for return; and

  • whether you wish to arrange your own return or receive a shipping quotation from us.

Please do not include your credit card information in your email.

Once we've reviewed your request, we'll provide return instructions if your return is approved.

3.8 Order Cancellations & Order Changes

The following requests are treated as change of mind requests:

  • cancelling an order after it has been placed;

  • changing the delivery address after an order has been placed;

  • changing customer details after an order has been placed;

  • cancelling an order after it has been dispatched; or

  • requesting delivery changes after dispatch.

As we begin processing orders promptly after they are placed, we cannot guarantee that cancellation or amendment requests can be accommodated.

If you need to make a change, please contact our Customer Care Team as soon as possible.

4. Products Damaged During Delivery

We take great care to ensure your order arrives in excellent condition. However, if your item is damaged during transit, please contact our Customer Care Team within 7 days of receiving your order.

To help us assess your claim promptly, please provide:

  • your order number;

  • clear photos of the damaged item;

  • clear photos of the packaging, including any visible damage;

  • a brief description of the issue; and

  • any other information we may reasonably request to assist with our assessment.

Please retain the damaged item, its original packaging, and all accessories until your claim has been assessed and finalised, as we may request additional information or photographs during the assessment process.

Once we've assessed your claim, we'll provide an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include supplying replacement parts, replacing the product, providing a partial refund, providing a full refund, or another appropriate remedy.

5. Exceptions

Nothing in this section limits your rights under the Australian Consumer Law.

Where permitted by law, we may decline a request for a replacement, refund, or other remedy, including where:

  • the issue was caused by misuse, neglect, accidental damage, improper installation, improper assembly, unauthorised modification, or failure to follow the product's instructions, assembly, care, maintenance, or usage guidelines;

  • you were aware of the fault or issue before purchasing the product;

  • the product has been altered or modified by a person not authorised by FURNILAND; or

  • any other circumstance applies where a remedy is not required under the Australian Consumer Law.

6. Return Shipping

The cost of returning a product depends on the reason for the return and your rights under the Australian Consumer Law.

6.1 Faulty, Damaged, or Incorrect Products

Where a product is found to be faulty, damaged, incorrectly supplied, or otherwise fails to meet the Consumer Guarantees under the Australian Consumer Law, FURNILAND will determine the most appropriate return arrangement at no cost to you. If you have incurred reasonable, pre-approved return shipping costs, we will reimburse those costs. Where applicable, we'll also cover the cost of sending replacement parts, a replacement product, or another appropriate remedy.

Customers should not return any product unless instructed to do so by FURNILAND.

6.2 Change of Mind Returns

For approved change of mind returns, customers are responsible for all return shipping costs unless otherwise agreed by FURNILAND.

Please refer to Section 3 – Cancellations & Change of Mind for further information.

6.3 When a Product Does Not Need to Be Returned

In some circumstances, FURNILAND may determine, based on the circumstances of the claim, that a product does not need to be returned as part of a refund, replacement, warranty claim, or other resolution.

Where FURNILAND advises that a product does not need to be returned, the matter will be considered resolved without the need for the product to be returned.

Unless otherwise required under the Australian Consumer Law, no additional reimbursement, compensation, or other obligations will apply in relation to that product.

6.4 Large or Bulky Products

Where a product is too large, heavy, or otherwise unsuitable for standard return shipping, and the return is eligible under this Policy or the Australian Consumer Law, FURNILAND will determine the most appropriate return arrangement based on the circumstances of the claim.

6.5 Ineligible Claims

If return shipping is arranged by or on behalf of FURNILAND and, after assessment, the claim is found not to be eligible for a replacement, refund, or other remedy under this Policy or the Australian Consumer Law, you may be responsible for the reasonable costs incurred.

Where reasonably practicable, we'll advise you of any applicable costs before arranging return shipping.

7. Response Times

We aim to respond to requests for returns, refunds, replacements, warranty claims, and missing or faulty parts as promptly as possible.

In most cases, we'll acknowledge your request within 7 business days and aim to assess your claim within 7 business days of receiving all the information required to complete our assessment.

If additional information is required or further investigation is necessary, we'll keep you informed throughout the process.

8. Warranty

8.1 Warranty Coverage

Unless otherwise stated on the relevant product page, products purchased from FURNILAND are covered by a 12-month warranty against manufacturing defects.

Some products may include a longer warranty period. Where applicable, the warranty period will be specified on the relevant product page.

This warranty is provided in addition to your rights under the Australian Consumer Law.

8.2 Missing, Damaged or Faulty Parts

If your order is missing a part, or if a part arrives damaged or faulty, please contact our Customer Care Team as soon as possible.

To help us identify the issue, please provide:

  • your order number;

  • a photo of the instruction manual with the missing or affected part clearly identified (where applicable);

  • clear photographs or videos showing the missing, damaged, or faulty part; and

  • any other information reasonably requested by FURNILAND to assist with our assessment.

Where appropriate, and where replacement parts are available, we'll send the required replacement part as quickly as reasonably possible.

If replacement parts are unavailable, or a replacement part is not considered the most appropriate solution, FURNILAND will determine an appropriate alternative remedy, which may include supplying a replacement product, providing a partial refund, providing a full refund, or another appropriate remedy in accordance with the Australian Consumer Law.

8.3 Making a Warranty Claim

To submit a warranty claim, please email info@furniland.com.au and include:

  • your order number;

  • your full name;

  • a detailed description of the issue;

  • clear photos of the fault (if applicable) and the original packaging;

  • a short video demonstrating the issue (where applicable); and

  • any other information reasonably requested by FURNILAND to assess your claim.

Please do not return any product unless instructed to do so by FURNILAND.

Please do not dispose of any product that is the subject of a warranty claim until your claim has been assessed and finalised by FURNILAND.

8.4 Warranty Assessment & Available Remedies

Once we've received the information required to assess your claim, our Customer Care Team will review the issue and determine the most appropriate resolution. Each claim is assessed on a case-by-case basis, taking into account the nature of the issue and the information provided.

Depending on the circumstances, FURNILAND may:

  • provide replacement parts where appropriate and available;

  • replace the product;

  • provide a partial refund;

  • provide a full refund; or

  • provide another appropriate remedy in accordance with the Australian Consumer Law.

Customers must not arrange repairs, alterations, or engage third-party service providers without FURNILAND's prior written approval. FURNILAND will not reimburse any costs incurred without prior written authorisation.

Where a refund is approved, we aim to process it within 7 business days. Please allow an additional 7 business days for your financial institution to process the funds.

This warranty does not cover issues arising from:

  • damage limited to external packaging only;

  • improper care or maintenance of the product;

  • improper installation or assembly;

  • unauthorised repairs, alterations, or modifications;

  • normal wear and tear; or

  • failure to follow the product's assembly, care, maintenance, or usage instructions.