Returns, Refunds & Exchanges Policy
At Elegant Furnishing, we are committed to providing high-quality furniture, rugs, lighting, home décor and accessories. We encourage all customers to carefully review product specifications, dimensions, colours, materials, finishes and access requirements before making a purchase.
By placing an order with Elegant Furnishing, you acknowledge and agree to the following Returns, Refunds and Exchanges Policy.
Change of Mind
Please choose carefully. We do not offer refunds, returns, exchanges, store credits or cancellations for change of mind purchases.
This includes, but is not limited to:
- Incorrect product selection
- Change in preference, style, colour or design
- Products not meeting personal expectations
- Measurements not fitting the intended space
- Products unable to fit through entrances, hallways, staircases, elevators, doorways or internal access points
- Delays caused by customer unavailability
- Failure to inspect product specifications prior to purchase
Customers are responsible for ensuring all products are suitable for their intended use and space before placing an order.
Sale, Clearance & Promotional Items
All sale, clearance, promotional, discounted, floor stock, display model, warehouse sale and special offer items are considered final sale.
These items are not eligible for:
- Refunds
- Exchanges
- Store credits
- Change of mind returns
- Order cancellations
This includes purchases made during promotional campaigns, seasonal sales, clearance events, warehouse sales and purchases using discount or promotional codes.
Rug Exchanges
We understand that selecting the perfect rug can sometimes be difficult.
Unused rugs may be exchanged within three (3) working days of collection or delivery, provided that:
- The rug remains unused
- The rug is returned in its original condition
- The rug is free from damage, stains, odours or alterations
- The exchange is approved by management
For online orders, approved exchanges are available at the customer's expense. The customer is responsible for all return freight and replacement delivery costs associated with the exchange.
Exchange requests received outside this period may not be accepted.
Custom-made, special order, clearance, sale or promotional rugs are excluded from this exchange policy unless otherwise approved by management.
Custom, Made-to-Order & Special Order Products
Special order, custom-made, made-to-order and ordered-in products are strictly non-refundable, non-exchangeable and cannot be cancelled once confirmed.
As these products are specifically sourced, manufactured or customised to customer requirements, refunds, exchanges or cancellations will not be accepted once an order has been placed.
This includes products that are currently in production, awaiting shipment, in transit or awaiting arrival from a supplier or manufacturer.
Supplier Delays & Estimated Timeframes
Any delivery dates, arrival estimates, manufacturing lead times, stock arrival dates or delivery timeframes provided by Elegant Furnishing are estimates only.
While we make every effort to provide accurate information and keep customers informed, delays may occur due to circumstances beyond our reasonable control, including but not limited to:
- Manufacturing delays
- Raw material shortages
- Supplier production issues
- International shipping delays
- Customs clearance delays
- Port congestion
- Freight and logistics disruptions
- Labour shortages or industrial action
- Natural disasters
- Government restrictions
- Other unforeseen events affecting supply chains
Elegant Furnishing shall not be liable for any loss, damage, inconvenience, accommodation costs, tradesperson costs or consequential expenses arising from supplier, manufacturer or freight-related delays.
Delays affecting special order, custom-made, made-to-order or ordered-in products do not entitle the customer to cancel an order, request a refund, refuse delivery, seek compensation or initiate a chargeback solely due to the delay.
Where delays occur, we will continue to work with suppliers and freight providers and provide updates as they become available.
Delivery & Access Requirements
Customers are responsible for ensuring purchased products can be safely delivered into the property prior to purchase and delivery booking.
This includes ensuring suitable access through:
- Front and rear entrances
- Hallways and corridors
- Staircases
- Elevators and apartment accessways
- Internal doorways and rooms
Customers are strongly encouraged to measure all access points before placing an order.
Restricted or Unsafe Access
Our delivery team reserves the right to refuse, postpone or cancel a delivery where access is considered unsafe, restricted, unsuitable or materially different from what was described at the time of booking.
Examples may include:
- Tight or obstructed accessways
- Narrow or steep staircases
- Limited manoeuvring space
- Unsafe lifting conditions
- Risk of damage to products or property
Where delivery cannot be completed due to access restrictions:
- Purchased products will not be eligible for refund solely due to access issues
- Additional delivery, handling, storage or re-delivery charges may apply
- Customers remain responsible for arranging suitable access or collection of goods
Failed Deliveries
If a delivery cannot be completed because:
- The customer is unavailable
- Access is restricted or unsuitable
- Delivery instructions are inaccurate
- The property is not ready to receive the goods
Additional delivery, handling, storage or re-delivery fees may apply.
Complimentary or promotional delivery offers apply only to successful deliveries completed under standard and accessible conditions.
Delivery Booking Changes
A minimum of forty-eight (48) hours' notice is required to reschedule or amend a delivery booking.
Requests made within 48 hours of the scheduled delivery date may not be accommodated and may incur additional charges.
Faulty, Damaged or Defective Products
If you believe your product is faulty, damaged or has a manufacturing defect, please contact us as soon as possible.
All claims must be submitted in writing and include:
- Invoice number
- Relevant photographs and/or videos
- Detailed description of the issue
Claims should be submitted to:
Please allow approximately 7–14 business days for assessment and response.
Products must not be returned without prior written approval from Elegant Furnishing.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.
Customers may be entitled to a repair, replacement or refund where a product has a major fault, manufacturing defect, or otherwise fails to meet the consumer guarantees provided under Australian Consumer Law.
Where a product issue is determined to be minor, Elegant Furnishing may elect to repair the product within a reasonable timeframe.
This policy should be read in conjunction with all other Terms and Conditions published by Elegant Furnishing.
Contact Us
Elegant Furnishing
125A Frankston-Dandenong Road
Dandenong South VIC 3175
Email: info@elegantfurnishing.com.au
Phone: 0459 591 063
If you have any questions regarding product suitability, dimensions, delivery access, returns, exchanges or warranty claims, please contact our team prior to purchase. We are always happy to assist in helping you make the right choice for your home.
