Skip to content

Refund policy

Returns, Refunds & Warranties Policy

At Furniture Bazaar, we want you to feel confident when you shop with us. We know that sometimes things may not go as planned, whether an item arrives damaged, develops a fault or there is an issue with your order.

If you need help, our team is here to understand what has happened and work towards the best solution.

This policy explains how we handle returns, exchanges, repairs, replacements, refunds, cancellations and warranty matters. It 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.

Jump to a Section

1. Your Rights Under Australian Consumer Law

Your purchase is protected by consumer guarantees under the Australian Consumer Law (ACL).

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.

Your consumer rights may continue to apply after a stated warranty period has expired. You can find out more about your consumer rights and guarantees on the ACCC website.

2. Change of Mind

We understand that circumstances can change. However, Furniture Bazaar does not generally offer refunds or exchanges where 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.

To help avoid these situations, we recommend carefully checking product dimensions, specifications, colours, access requirements and order details before completing your purchase. If you are unsure about a product before ordering, please contact our team and we will do our best to help.

This change-of-mind policy does not apply where you are entitled to a remedy under Australian Consumer Law.

3. 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.

We will let you know the applicable expiry date and redemption conditions when the store credit is issued.

These store credit conditions do not apply where Australian Consumer Law requires Furniture Bazaar to provide a refund or another statutory remedy.

4. Warranties

Any manufacturer or Furniture Bazaar voluntary warranty is provided in addition to your rights under Australian Consumer Law.

The warranty period shown for a product does not limit any rights you may have under Australian Consumer Law, which may continue to apply beyond the stated warranty period.

For more information about warranty coverage, product care requirements and any exclusions, please refer to the relevant Furniture Bazaar Terms and Conditions, product information or warranty documentation.

5. Order Cancellations

If you need to request a cancellation, please do so as early as possible. The sooner we receive your request; the more opportunity we have to assist before delivery has been arranged or other costs have been incurred.

In-store Orders

Requests to cancel an in-store order should be submitted at least three working days before the scheduled delivery date.

Website Orders

Requests to cancel a website order should be submitted within 24 hours of placing the order where possible.

Please submit your cancellation request 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.

6. Faulty Products

If something is not right with your furniture, please contact us via our Customer Support Form. We want the opportunity to understand the issue and help determine the best solution.

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.

7. Product Assessment

To make sure we provide an appropriate solution, Furniture Bazaar may reasonably inspect or assess a product before providing a remedy.

This helps us understand:

  • 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.

We will aim to make this process as straightforward as possible. An assessment does not remove or limit any rights available under Australian Consumer Law.

8. Damaged Goods

We take care when preparing furniture for delivery or collection. If you notice that something has arrived damaged, please let us know as soon as reasonably possible so we can investigate and assist.

We recommend inspecting your goods shortly after delivery or collection.

Visible damage should preferably be reported as soon as possible.

Damage discovered when unpacking boxed goods should preferably be reported within two working days of delivery.

These are preferred reporting timeframes only. Not reporting a fault or damage within these periods does not remove any rights that cannot lawfully be excluded under Australian Consumer Law.

Where reasonably possible, please retain the original packaging while the damage or fault is being assessed, particularly if the product may need to be safely transported.

9. Goods Collected by the Customer

If you are collecting your furniture, we recommend checking the goods before leaving the collection location where reasonably practicable.

Please take care when loading, transporting, securing and storing your purchase.

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 your 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.

10. Missing or Incorrect Parts

If something is missing or you have received an incorrect part, please let us know so we can help get the issue resolved.

Furniture Bazaar will assess the issue and determine 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.

11. Products Damaged Through Misuse

We want our furniture to provide years of enjoyment, so it is important that products are assembled, used, transported and cared for appropriately.

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 that the customer's actions caused or contributed to the problem.

12. Normal Wear and Tear

Furniture naturally changes over time with regular use. Some signs of ageing and everyday use are normal and are generally not considered product defects.

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.

If you are unsure whether an issue is normal wear or may indicate a fault, you are welcome to contact our team for assistance.

13. Floor Stock and "As Is" Products

Floor stock, clearance or "As Is" products can be a great way to purchase our furniture at a reduced price. These items 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 the health and comfort of all our customers, 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

Looking after your mattress correctly can help maintain its condition and longevity.

Mattresses should be used and maintained 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

If there is an issue with a large or bulky item, please contact us before attempting to return it to a Furniture Bazaar location. This allows our team to assess the situation and advise you on the safest and most appropriate next step.

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.

We will aim to process your approved refund promptly once your entitlement to the refund has been confirmed.

Please keep in mind that your financial institution or payment provider may require additional processing time before the refunded funds appear in your account.

18. Sale and Promotional Products

You can shop our sales and promotions with confidence. 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.

Change-of-mind returns, promotional benefits or voluntary return arrangements may, however, be subject to separate conditions disclosed as part of the relevant offer.

19. Information Needed for a Claim

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.

For a return, damaged product, faulty product or warranty claim request, please provide:

  • your order or invoice details
  • proof of purchase where available
  • a description of the issue
  • clear photographs or video where relevant
  • any other information requested by our Customer Support team

A tax invoice is our preferred form of proof of purchase, but other reasonable evidence of purchase may be accepted where required by law.

20. Steps to Make a Claim

We are sorry there’s an issue with your product. Making a claim is easy – simply follow the steps below. We will review the information you provide and help determine the appropriate next step.

  • Fill out our Customer Support form: Submit your details via our Customer Support request form.
  • Provide evidence of your issue: The more information you can provide about your order and the issue, the easier it will be for our team to investigate and assist.
  • Keep packaging: Please return the original packaging while your claim is being assessed, especially if the item needs to be transported back to us.
  • We’ll be in touch: We’ll get back to you within 5 working days to follow up on your issue. If your claim is approved, we will arrange to return, repair or replace your item(s).

Submit a Customer Support Request