Last updated: 7 October 2026

We want you to love your new furniture. If something isn’t right, this policy explains how returns, exchanges and refunds work for orders placed on furniturehaven.com.au.

Your rights under 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Return window

  • You have 30 days from your delivery date to request a return or exchange.
  • To start a return, contact us with your order number before sending anything back. We’ll confirm the return and give you the return address.
  • Proof of purchase is required for all returns and exchanges.

Change of mind returns

  • Items must be unused, unassembled and in the original packaging, in the same condition you received them.
  • Return shipping is paid by the customer. Any return delivery costs will be deducted from your refund.
  • If the item has been assembled, a 20% restocking fee applies, plus return shipping costs.
  • Cancelling before your order is dispatched? We’ll refund you, less a $25.00 processing fee.

Items we can’t accept for change of mind

  • Special orders
  • Floor stock and clearance items
  • Mattresses (for health and hygiene reasons)

This does not affect your rights if one of these items arrives damaged or faulty.

Damaged or faulty items

  • Please inspect your order on arrival and let us know about any damage or faults within 30 days of delivery.
  • Contact us with your order number and photos of the issue.
  • For a major fault, you can choose a replacement or a full refund. For minor issues we’ll offer a repair, replacement part or other fair remedy.
  • You don’t pay return shipping on damaged or faulty items.

Natural variations in timber grain, colour and finish are a normal part of solid wood furniture and are not considered faults.

Refunds

  • Once your return arrives back at our warehouse and is inspected, we’ll email you to confirm whether the refund is approved.
  • Approved refunds go back to your original payment method, less any applicable shipping costs or restocking fees.
  • Please allow a few business days for your bank or payment provider to show the refund.

Exchanges

Want a different item, colour or size? Request an exchange within 30 days of delivery and we’ll arrange it, subject to the same conditions as change of mind returns.

Need help?

Our team is happy to help with any return. Contact us here. For full terms, see our Terms and Conditions.