Refunds and returns

Last updated 25 August 2026. This is our own policy, and nothing on this page limits your rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010), which cannot be excluded.

Changed your mind

You have 15 days from purchase to return an item for an exchange or a refund. It has to come back unused and in its original packaging with everything that came with it, and we check returns when they arrive.

You pay the postage to send it back, using a tracked service, and a $39 per order packing and handling fee is not refunded. Neither applies if the item was faulty, damaged or not what you ordered.

Please email us before you send anything, so it goes to the right place and gets credited to your order.

Faulty, damaged or not what you ordered

This part is different, and it is not limited by our 15 day window at all. If something arrives faulty, damaged or not as described, tell us and we will put it right at no cost to you: a repair, a replacement or a refund, and we pay the return postage. No handling fee applies.

Under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010) the goods we sell come with guarantees that cannot be excluded: they have to be of acceptable quality, match their description, and be fit for the purpose they are sold for. If the failure is major you choose between a refund and a replacement; if it is not, we may repair it. Either way it is our problem to fix and no wording on this page changes it.

Damaged in transit

Email us with your order number and a photograph of the packaging and the item. We will arrange a replacement or a refund and cover the return postage. Photographs help us take it up with the courier, so they speed things along, but they are not a condition of anything.

Missing items, or the wrong thing sent

Tell us and we will fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

Cancelling an order

Any order can be cancelled free of charge before it ships, and most orders are packed within 24 to 48 hours, so tell us as soon as you can.

If the order has been paid and you need to cancel or change it, contact us within 12 hours. A 12.5 per cent service and processing fee applies to a cancellation after payment. Once packing and shipping have started an order can no longer be cancelled, and it becomes a return instead.

Everything here is a stock item

Nothing we sell is built to your measurement, so the same window applies to the whole range and nothing in it is excluded from returns.

We would still rather you ordered the right thing first time. If you are not sure whether a piece fits your room, or whether it will get through the door and up the stairs, email theteam@customersupport.care before you order and we will work it out with you.

How to return something

Email theteam@customersupport.care with your order number and a short note about what you would like to do. We will reply with the return address and confirm who pays the postage in your case.

We process refunds within 24 to 48 hours of the goods arriving back. Payment providers usually take a few more working days to show the money on your statement. Refunds go back to the payment method you used, or can be held as credit against a future order if you would rather.

If you are unhappy with how we handled it

We publish a complaints handling policy. Email caseresolution@customersupport.care with your order number and as much detail as you can, and a person will look at it again from the start.