Returns/Refunds & Warranties

At My-furniture.com.au we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from My-furniture.com.au, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you or that you collect, to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you.

Warranties

My Furniture guarantees to replace any part or the product with a manufacturing or structural defect for a period of one year from the date of purchase ("the warranty period"), this is provided that the defect is not a result of normal wear and tear, or a natural characteristic of the material used. The furniture must be cared for in accordance with the care instructions supplied by My Furniture. This warranty is also subject to the terms and conditions set out below:

  1. No claim can be made by the purchaser under this warranty if:
    -Any damage caused by accident, abuse, neglect, negligence.
    -Any damage caused by improper handling such as over-tightening the handles, dragging the furniture or using corrosive solvent to clean the furniture.
    -Any damage directly or indirectly caused by unprofessional assembling, unauthorised repair, alteration, modification or act of God.
  2. The purchaser must provide proof of purchase. We reserve the right to determine whether the goods shall be replaced.

3. Non-manufacturing/material issues (including damage caused after pick up/or during unpacking or assembling) are not covered under warranty. Warranty does not extend to showroom samples, seconds or clearance items.


Returns of incorrect, faulty or damaged items:

Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or simply found the goods cheaper elsewhere.

We recommend you carefully preview any orders before adding them to your shopping cart and proceeding with your order.

 In the unlikely event that your goods are either damaged, faulty or incorrect, please contact us immediately on our customer service line:

1800 756 416

Monday - Friday 9:30am - 5:00pm (AEST)

or alternatively email: support@my-furniture.com.au

Our goods come with guarantees that cannot be excluded under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

We do not offer "change of mind" cancellations. If a customer wishes to cancel an order for "change of mind", we may at our discretion decide to agree to this, and provided we do agree to this we reserve the right to charge an administration/cancellation fee and/or storage fee pertaining to the order and total order value. This will be a minimum of 30% up to 50% and will be calculated on a per order basis by us. In all Instances If we do offer a return in accordance with our stated terms, the item(s) must be unused and unopened and returned in the same condition that they were sent including the original packaging. The full return delivery cost is to be borne by the customer. If the item(s) are returned to us in less than new condition or damaged in any way, we reserve the right to cancel the refund of the Item(s). If any returned items are received damaged or in an opened and used state upon inspection, we reserve the right to refuse a refund and the customer will be liable and responsible for all freight and freight charges to have the item(s) collected and returned to them.

ALL DAMAGES, OUT OF THE BOX FAULTS OR IMPERFECTIONS MUST BE REPORTED TO US WITHIN 24 HOURS OF RECEIVING THE GOODS OR WE CANNOT CLAIM AGAINST THE CARRIERS. WE CANNOT REPLACE/REFUND PRODUCTS THAT ARE DAMAGED OR HAVE OUT OF THE BOX FAULTS OR IMPERFECTIONS AND HAVE NOT BEEN REPORTED TO US WITHIN 24 HOURS.  DAMAGES, OUT OF THE BOX FAULTS OR IMPERFECTIONS CANNOT BE RECTIFIED AFTER THIS TIME HAS EXPIRED. NO EXCEPTIONS WILL BE MADE. ALL ORIGINAL PACKAGING MUST BE RETAINED FOR DAMAGED GOODS AS THE TRANSPORT COMPANY MAY WISH TO INSPECT THIS. IF WE DO DECIDE TO COLLECT ANY DAMAGED ITEMS, WE ALSO REQUIRE ANY COLLECTIONS OF DAMAGED GOODS TO BE IN THE ORIGINAL PACKAGING WITHOUT EXCEPTIONS. 

Regrettably, self assembly items cannot be returned once assembly is part or fully completed, unless they do not comply with the description given, are faulty, or are not fit for any stated purpose.

Content and images on this website is intended to provide a guide only and any errors or omissions are unintentional. Due to variables such as but not limited to colour variations on computer monitors, individual computer display settings and lighting conditions, my-furniture.com.au will not accept responsibility if there is a slight difference in colour between products and photos on the website.

My-furniture cannot gurantee the continuation and replication of a product finish or product colour when products are purchased at differring times. To ensure that products colours and finishes match, we advise that the required products be purchased at the same time. We will accept no liability or returns where a product has been purchased at a later date and the latest product ordered does not match exactly the finish or colour of a previoulsy ordered product.

My-Furniture.com.au products are hand finished products; slight variations in colour and small imperfections are part of the character of the product and/or material and should not be considered defects. 

All products supplied with instruction sheets should be assembled, stored and/or installed after carefully reading and following the instructions. We will not be responsible for damages or breakages occurring as a result of ignorance or non-compliance with instructions sheets.

Dependent upon part damage or full damage of the shipment in accordance with the following delivery & returns terms and conditions, we will offer you the choice of:

• An exchange of faulty part or product; or 
• Collection with full refund - This only applies to single Item orders or damage to all Items of a multiple consignment. We reserve the right to replace damaged items that form part of a multiple consignment. 

The receiver is also required to supply supporting photograph evidence of the packaging and damaged area. Do not discard packaging material and damaged parts as they may need to be inspected by the transport company.

In all cases, the goods MUST be Inspected at the point of delivery, if the goods are signed for in "good condition" then any damage claims cannot be upheld, nor will replacement products or refunds be issued. If any items are damaged, delivery of that Item(s) can be refused or MUST be marked on the carriers records as DAMAGED. No Exceptions. 

*Please note: We reserve the right to not collect damaged items. We will in accordance with our terms and conditions replace damaged items, however the damaged items may need to be kept/discarded by the customer in some cases due to high freight collection costs. We will advise on a case by case basis.  The customer agrees to be bound by these delivery conditions upon placement of order by any method. 

All refunds, either part or in full, will only be issued once the damaged, incorrect or faulty Items are received back at our warehouse and have been booked in and Inspected. We cannot refund any part of an order until the goods have been received back under any circumstances.. 

In the event of reported damages, and provided we agree to collecting said damaged items. We will arrange a carrier collection on a date to suit you, this has to be a business day. We need someone to be at the address for the whole day as we cannot specify a specific delivery time. This is at no cost to the customer in the event of receiving damaged goods, provided all of our delivery terms and conditions have been met.  If no-one is at the address when the carrier calls, any further carrier bookings or collections will either need to be paid for by the customer in advance or the customer will need to arrange their own product(s) return via their own carrier. 

We will email you the carrier consignment collection paperwork. This must be printed out and attached to the cartons being returned. 

If you have collected or are collecting products from our warehouse in person, any transit damage is at your own risk. We cannot accept any responsibility for items damaged in transit that have been collected in person. You are welcome to Inspect the Items before taking away. All orders will require to be signed for in good condition.  If customers wish to remove protective packaging to enable them to transport the products, we accept no responsibility for any damages once they leave the warehouse. 

Any issues regarding faulty, incorrectly supplied or damaged orders that have been collected must be returned to the warehouse at the customers own expense either in person or via a third party delivery service. We will not be held liable for any return carriage costs where the order has been collected.