Refund policy
Returns & Refunds Policy
Furniture Bazaar wants customers to be confident when purchasing from us. This Returns & Refunds Policy explains when products may be returned, exchanged, repaired, replaced, refunded or otherwise remedied.
This policy applies to purchases made through Furniture Bazaar stores and our website and should be read together with our Terms and Conditions and Shipping and Delivery Policy.
Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.
1. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These consumer guarantees apply automatically and are separate from any manufacturer's warranty or voluntary warranty offered by Furniture Bazaar.
Consumer rights may continue to apply after a stated warranty period has expired.
2. Change of Mind
Furniture Bazaar does not generally offer refunds or exchanges simply because you:
- change your mind;
- make an incorrect selection;
- decide you no longer want or need the product;
- find the product cheaper elsewhere;
- select the wrong colour, size or configuration; or
- discover that the product will not fit through doors, hallways, stairways, lifts or into the intended room.
Customers should therefore carefully check product dimensions, specifications, colours, access requirements and their order details before completing a purchase.
This change-of-mind policy does not apply where you are entitled to a remedy under Australian Consumer Law.
3. Order Cancellations
In-store Orders
A request to cancel an in-store order should be submitted at least three working days before the scheduled delivery date.
Website Orders
A request to cancel a website order should be submitted within 24 hours of placing the order where possible.
All cancellation requests must be submitted through our Customer Support Form.
Where Furniture Bazaar agrees to cancel an order in circumstances where a refund or cancellation is not required under Australian Consumer Law, a cancellation or restocking charge of up to 20% of the total invoice value may apply.
Reasonable freight, return-delivery, storage or other costs already incurred may also be deducted where permitted by law.
Delivery charges are generally not refundable where delivery has already been performed or reasonably attempted, except where otherwise required by law.
4. Store Credit for Approved Change-of-Mind Cancellations
Where Furniture Bazaar approves a change-of-mind cancellation, we may offer store credit instead of a refund where permitted by law and agreed as part of the cancellation arrangement.
Any applicable cancellation charge, restocking charge or reasonable freight cost will be deducted before the store credit is calculated.
The applicable expiry date and redemption conditions will be stated when the store credit is issued.
Store-credit conditions do not apply where Australian Consumer Law requires Furniture Bazaar to provide a refund or another statutory remedy.
5. Faulty Products
If a product is faulty, defective, unsafe, not of acceptable quality, does not match its description or is not fit for a disclosed purpose, you may be entitled to a remedy under Australian Consumer Law.
The appropriate remedy will depend on the nature and seriousness of the problem.
Major Failure
A product may have a major failure where, for example:
- a reasonable consumer would not have purchased it had they known about the problem;
- it is substantially different from its description, sample or demonstration model;
- it is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
- it is unfit for a particular purpose that was made known before purchase and cannot easily be remedied; or
- it is unsafe.
Where there is a major failure and Australian Consumer Law applies, you may generally choose between rejecting the product and receiving a refund or replacement.
You may also be entitled to compensation for reasonably foreseeable loss or damage caused by the failure.
Minor Failure
Where the problem is not a major failure, Furniture Bazaar is generally entitled to provide a remedy within a reasonable time.
Depending on the circumstances, this may include:
- repairing the product;
- providing replacement parts;
- replacing the product; or
- providing another remedy permitted under Australian Consumer Law.
If a minor failure cannot be repaired within a reasonable time, you may have further rights under Australian Consumer Law, including a refund or replacement where applicable.
6. Product Assessment
Furniture Bazaar may reasonably inspect or assess a product before providing a remedy.
This assessment may help determine:
- the nature and cause of the issue;
- whether the issue constitutes a major or minor failure;
- whether misuse, accidental damage or incorrect assembly contributed to the problem; and
- the appropriate remedy.
An assessment does not remove or limit any rights available under Australian Consumer Law.
7. Damaged Goods
Customers should inspect goods as soon as reasonably practicable after delivery or collection.
Visible damage should preferably be reported as soon as possible so the issue can be investigated promptly.
Damage discovered when unpacking boxed goods should preferably be reported within two working days of delivery.
These are preferred reporting timeframes only. Failure to report a fault or damage within those periods does not remove any rights that cannot lawfully be excluded under Australian Consumer Law.
Where reasonably possible, customers should retain the original packaging while a damage or fault matter is being assessed, particularly if the product may need to be safely transported.
8. Goods Collected by the Customer
Customers should inspect collected goods before leaving the collection location where reasonably practicable.
Furniture Bazaar is not responsible for damage caused after collection by inappropriate transportation, loading, securing, handling or storage by the customer or their nominated carrier.
This does not exclude rights relating to a fault, defect or damage that existed when the goods were supplied or for which Furniture Bazaar is otherwise responsible under Australian Consumer Law.
9. Missing or Incorrect Parts
If your product is supplied with missing or incorrect parts, Furniture Bazaar will assess the issue and provide an appropriate solution.
Depending on the circumstances, this may include supplying replacement parts, replacing an affected component or providing another remedy required by law.
Requests for missing, incorrect or spare parts must be submitted through our Customer Support Form.
10. Information Required for a Claim
To help us assess a return, damaged-product, faulty-product or warranty request, you may be asked to provide:
- proof of purchase or other reasonable evidence of the transaction;
- your order or invoice details;
- a description of the problem;
- photographs or video showing the issue;
- photographs of product labels or packaging where relevant; and
- other reasonable information required to assess the claim.
A tax invoice is the preferred form of proof of purchase, but other reasonable evidence of purchase may be accepted where required by law.
11. Products Damaged Through Misuse
Furniture Bazaar is not required to provide a consumer-guarantee remedy where the problem was caused by the customer rather than a failure of the product.
This may include damage caused by:
- misuse or abuse;
- accidental damage after supply;
- incorrect assembly or installation;
- unauthorised alteration or modification;
- failure to follow care or maintenance instructions;
- inappropriate transportation or storage;
- commercial use of a product designed for domestic use; or
- use beyond a clearly stated product weight or usage limitation.
These exclusions apply only to the extent the customer's actions caused or contributed to the problem.
12. Normal Wear and Tear
Normal deterioration arising from ordinary use is generally not considered a product defect.
Examples may include:
- normal fabric pilling;
- reasonable fading over time;
- normal softening of foams and cushioning;
- minor settling or compression associated with use;
- normal surface wear; and
- other deterioration reasonably expected from the product's age and use.
Whether a particular issue is normal wear and tear or a failure to meet a consumer guarantee will depend on factors such as the product's age, price, quality, expected durability and the circumstances of use.
13. Floor Stock and "As Is" Products
Floor stock, clearance or "As Is" products may have cosmetic imperfections, wear or other conditions that are disclosed before purchase.
A customer is generally not entitled to a remedy for a specific defect that was clearly disclosed and accepted before purchase.
Consumer guarantees continue to apply to other faults or defects that were not disclosed and for which Australian Consumer Law otherwise provides a remedy.
14. Hygiene-sensitive Products
For hygiene reasons, Furniture Bazaar does not generally accept change-of-mind returns or exchanges for opened or used hygiene-sensitive products, including:
- mattresses;
- pillows;
- quilts;
- mattress toppers;
- mattress protectors;
- pillow protectors;
- underblankets; and
- similar hygiene-sensitive bedding products.
This restriction does not apply where the product has a fault or the customer is otherwise entitled to a remedy under Australian Consumer Law.
15. Mattresses
Customers should use and maintain mattresses in accordance with the manufacturer's care instructions.
This generally includes keeping the mattress clean and hygienic, using an appropriate mattress protector and rotating the mattress where recommended.
Problems caused by staining, moisture, contamination, misuse, inappropriate support or failure to follow care instructions may not be covered by a voluntary warranty.
These voluntary warranty conditions do not remove consumer rights that otherwise apply under Australian Consumer Law.
16. Return of Large Furniture
Furniture should not be returned to a Furniture Bazaar location without prior assessment or instructions.
For large or bulky products, Furniture Bazaar may arrange an inspection, repair, collection or other reasonable process depending on the circumstances and the remedy required.
Where a product must be returned because Furniture Bazaar is required to provide a remedy under Australian Consumer Law, responsibility for reasonable return or transportation costs will be determined in accordance with the applicable consumer-law requirements.
17. Refunds
Where a monetary refund is required or approved, the refund will generally be made using the original payment method where reasonably practicable.
Furniture Bazaar will aim to process an approved refund promptly after the entitlement to the refund has been confirmed.
Financial institutions and payment providers may require additional processing time before refunded funds appear in the customer's account.
18. Sale and Promotional Products
Products purchased during a sale, promotion or clearance event are subject to the same Australian Consumer Law guarantees as other products.
A product being discounted or on sale does not, by itself, remove a customer's rights if the product is faulty.
However, change-of-mind returns, promotional benefits or voluntary return arrangements may be subject to separate conditions disclosed as part of the relevant offer.
19. Warranty Claims
Any manufacturer or Furniture Bazaar voluntary warranty operates in addition to Australian Consumer Law.
A warranty period does not define or limit how long consumer guarantees may apply.
For detailed warranty conditions, product care requirements and voluntary warranty exclusions, please refer to the applicable Furniture Bazaar Terms and Conditions, product documentation or warranty documentation.
20. How to Request a Return, Refund or Remedy
All return requests, refund requests, cancellations, damaged-product reports, faulty-product claims, warranty matters, missing-part requests and related customer-support matters must be submitted through our Customer Support Form.