Change of Mind

Have you changed your mind after receiving your order?

Not sure if you want to say ‘I do’ to that new bed? Cold feet at the aisle? Don’t worry, we’ll make this separation an easy one for you!

To be eligible for either a return or exchange, you will need to notify us of your request within 14 days of your delivery date and the products must be unused and packaged in the same condition you received it. Any applicable return delivery costs will be deducted from your refund.

Should you have assembled the goods and decided they are not suitable, a 20% restocking fee will be deducted from your refund, along with the return shipping costs if applicable.

Have you changed your mind before your order has been dispatched from our warehouse?

Perhaps you were sleep-shopping and accidentally hit the add to cart button? No worries, we’ve all been there!

If your request for cancellation is raised prior to your order being dispatched from our warehouse, a $25.00 processing fee will be deducted from your refund.

We reserve the right to refuse a return request.

Proof of purchase is required for all returns and exchanges and your refund will be processed to the original form of payment, less any applicable shipping costs, service fees, and/or re-stocking fees.

Returns or refunds are not available on special orders, floor-stock clearance items or mattresses in any circumstance. Please be sure to make your decision carefully. We diligently provide all available information for our mattress descriptions, but please understand that comfort is subjective, and we cannot extend any exemptions to returns for mattresses due to health regulations

Damaged or Faulty Products

Upon receipt, please inspect your products and notify us immediately of any faults or damage. You should notify us within 14 days of your delivery date of any damage or faults of your goods.

A replacement or refund will be offered to you for a major defect which renders the product not fit for purpose.

Reports for minor defects where the product fails to be of acceptable quality and the failure does not amount to a major defect will be reviewed on a case by case basis and we will offer you an appropriate solution in the form of a replacement part, repair, small discount, or paint pen to conceal small imperfections to painted finishes. The final decision for the resolution rests with Furniture Haven and will be applied as we deem appropriate and reasonable.

Please email us with your order details and photos of the damaged or faulty product, and our customer support team will get in touch with you to resolve.

Minor Imperfections and Variations

As the majority of our products are constructed from sustainably sourced hardwood timber, variations in wood grains, colour and finish are fair and reasonable and to be expected when purchasing products with this material makeup. In these instances, we are unable to provide returns or replacements for reasonable minor imperfections in the colour and grains of the hardwood.

Refunds

If a refund has been agreed upon, it will be processed back to your original method of payment once the product has been received back in our warehouse, less any applicable shipping costs and/or re-stocking fees.

Whilst delivery to the Eastern states of Australia is our specialty, we will do our best to find you a suitable delivery option for most of our products Australia wide.

To obtain a quote please enter your postcode into the shipping calculator on the product page or at checkout. Alternatively, if the information is not available please contact us and we will be happy to assist in finding the most competitive shipping option for you.

Delivery times quoted by Furniture Haven are approximate only and although delays outside of our control can sometimes occur, we will do our best to keep you informed throughout the process.

Some important information to note;

Deliveries up flights of stairs will attract a $20 surcharge per flight

Disposal of packaging is not included in our delivery service

We will always communicate with you on your delivery timeframe, so please ensure you are at home to accept your order on the specified date and time as re-delivery charges are applicable for any subsequent deliveries.

Please remember to organise adequate protection for your floors and internal surfaces prior to delivery as we are not responsible for damage to your floors or internal surfaces caused in any way by the delivery of your goods.

Double check your details! It is your responsibility to provide us with the accurate details for your delivery, which include delivery address, name, and contact number and any additional information which could affect the delivery process, including but not limited to building access.

On occasions if you are outside of the Metro Melbourne and Sydney areas, we may provide you with a delivery option using a freight forwarder. Here’s some information you will need to know in these instances;

The items of your order may come on pallets for better protection and requirements of the freight company

The cost does not include Tail-lift at the receiver site. You will need to unload the goods from the delivery truck yourself and bring them into your home.

If you require a delivery with tail-lift option, please communicate this to a member of our sales team who will include this option in your shipping quote.

Click & Collect

Prefer to Click & Collect? No worries! Purchase any of our products online or in-store and we can organise to have your order ready for collection from our warehouse.

Upon collection, we kindly request that you sign the dispatch docket to confirm acceptance that you have received the correct items of your order in good condition. We are not responsible for any damage that may subsequently occur as a result of loading the goods into your vehicle or in transportation.

This website (“website”) is operated by Furniture Haven. This privacy policy only covers information collected at this website, and does not cover any information collected offline by Furniture Haven. All Furniture Haven websites are currently covered by this privacy policy.

Security

Personal information provided on the website and online credit card transactions are transmitted through a secure server. We are committed to handling your personal information with high standards of information security. We take appropriate physical, electronic, and administrative steps to maintain the security and accuracy of personally identifiable information we collect, including limiting the number of people who have physical access to our database servers, as well as employing electronic security systems and password protections that guard against unauthorized access. Our website uses encryption technology, like Secure Sockets Layer (SSL), to protect your personal information during data transport. SSL encrypts ordering information such as your name, address, and credit card number. Our Customer Care center and stores also operate over a private, secure network. Please note that email is not encrypted and is not considered to be a secure means of transmitting credit card information.

Privacy Policy

To help us achieve our goal of providing the highest quality products and services, we use information from our interactions with you and other customers, as well as from other parties. Because we respect your privacy, we have implemented procedures to ensure that your personal information is handled in a safe, secure, and responsible manner.

We have posted this privacy policy in order to explain our information collection practices and the choices you have about the way information is collected and used.

As we continue to develop our website and take advantage of advances in technology to improve the services we offer, this privacy policy likely will change. We therefore encourage you to refer to this policy on an ongoing basis so that you understand our current privacy policy.

The Information We Collect

Generally, you may browse the website without providing any personally identifiable information. However, we may ask you to provide personally identifiable information at various times and places on this website. In some cases, if you choose not to provide us with the requested information, you may not be able to access all parts of this website or participate in all of its features.

We receive and store any personally identifiable information you enter on the website, whenever you shop with Furniture Haven — online, through our catalogs, or in our stores, or information you give us in any other way, such as by subscribing to our catalogs, email, or mobile messaging. For example, we may collect the following personally identifiable information: your name, address, telephone number, mobile telephone number, driver’s license number, birth date, and email address. If you use a credit or debit card or pay by check, we will also include your account number.

If you use one of our services, or participate in one of our surveys, promotions, or sweepstakes, we may ask for additional information, such as your age, interests, or product preferences.

From your purchases and other interactions with us, we obtain information concerning the specific products or services you purchase or use.

When you visit this website, our web server automatically collects anonymous information such as log data and IP addresses, and may collect general information concerning your location. We may use the automatically collected information for a number of purposes, such as improving our site design, product assortments, customer service, and special promotions.

How We Use the Information We Collect

We use the information we collect for various purposes, including:

To complete your purchase transactions

To provide the services you request

To send you our catalogs and other offerings by mail

To identify your product and service preferences, so we can notify you of new or additional products, services, and promotions that might be of interest to you.

To notify you of product recalls or provide other information concerning products you have purchased

To improve our merchandise selections, customer service, and overall shopping experience

Others with Whom We Share Your Information

Service Providers: We also may disclose information to outside companies that help us bring you the products and services we offer. For example, we may work with an outside company to: (a) manage a database of customer information; (b) assist us in distributing emails; (c) assist us with direct marketing and data collection; (d) provide us storage and analysis; (d) provide fraud prevention; and (e) provide other services designed to assist us in maximizing our business potential. We require that these outside companies agree to keep confidential all information we share with them and to use the information only to perform their obligations in our agreements with them.

Other Companies: We may provide information to carefully selected outside companies when we believe their products or services may be of interest to you.

Business Transitions: We may transfer or share a copy of personal information about you in the event that Furniture Haven goes through a business transition, such as a merger, being acquired by another company, or selling a portion of its assets. You will be notified via email or prominent notice on our website prior to a change of ownership or control of your personal information, if your personal information will be used contrary to this policy. However, nothing in this Privacy Policy is intended to interfere with the ability of Furniture Haven to transfer all or part of its business and/or assets to independent third party at any time, for any purpose, without any limitation whatsoever. Furniture Haven specifically reserves the right to transfer or share a copy of personally identifiable information collected from its websites to the buyer of that portion of its business relating to that information.

Compliance with Law: We may provide access to information when legally required to do so, to cooperate with police investigations or other legal proceedings, to protect against misuse or unauthorized use of our website, to limit our legal liability, and to protect our rights or to protect the rights, property, or safety of visitors of this website or the public.

Furniture Haven partners with advertising companies to place our advertising on publisher websites on the Internet. These advertising companies collect anonymous information about your visits to our web site. This technology involves the use of third party cookies which allow them to develop personalized advertising so that it directly relates to offers that may be of interest to you. You may choose to opt-out of this service we have with our third-party advertising partner. We may also use Furniture Haven cookies to provide similar enhanced online marketing to you based on your interests and preferences. You may also choose to opt out of these enhanced online marketing ads.

All content included on this site, such as text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, is the property of Furniture Haven and protected by international copyright laws. The compilation of all content on this site is the exclusive property of Furniture Haven and protected by international copyright laws. All software used on this site is the property of Furniture Haven and is protected by international copyright laws.

Copyright Complaints

If you believe that your work has been copied in a way that constitutes copyright infringement, email us with your complaint.

Cookies, Web Beacons, and How We Use Them

A “cookie” is a small data file stored by your Web browser on your computer or mobile device [hard drive]. It allows us to recognize your computer (but not specifically who is using it) upon entering our site by associating the identification numbers in the cookie with other customer information you have provided us. That customer information is stored on our secured database. A “web beacon” or “pixel tag” or “clear gif” is typically a one-pixel image, used to pass information from your computer or mobile device to a website.

We use cookies and web beacons to keep track of what you have in your shopping cart and to remember you when you return to the website as well as to identify the pages you click on during your visit to our site and the name of the website you visited immediately before clicking to the Furniture Haven website. We use this information to improve our site design, product assortments, customer service, and special promotions. You can, of course, disable cookies and web beacons on your computer by indicating this in the preferences or options menus in your browser. However, it is possible that some parts of our website will not operate correctly if you disable cookies. We may also use web beacons, and other technologies, to help track whether our communications are reaching you, to measure their effectiveness, or to collect certain non-personal information about your computer, device, or browser in order to allow us to better design future communications to you.

We may contract with third parties who may use cookies and web beacons and collect information on our behalf or provide services such as credit card processing, shipping, promotional services, or data management. We call them our Customer Care Partners. These third parties are prohibited by our contract with them from sharing that information with anyone other than us or our other Customer Care Partners.

Acceptance

By using this website, you accept the policies set forth in this Privacy Policy.

Warranty

Furniture Haven provides the following warranties against defects:

Timber: 1 year structural; and

Lounge: 2 years structural on frames; 3 years on mechanisms (mechanisms covered to 120 kg weight load only) and one year on stitching/covering. All other goods sold by Furniture Haven are covered by manufacturers’ warranties (if applicable).

Furniture Haven is not liable for any fading or other change in colouration (“exposure”), any damage caused by general day to day wear and tear (“general usage”) or if the goods are used in a manner outside of their prescribed or ordinary use.

Please keep in mind the Furniture Haven Guarantee applies to the original purchaser only (sorry, it is not transferrable) and for products used for reasonable domestic purposes.

Unfortunately, the Furniture Haven Quality Guarantee does not apply to:

Normal wear and tear, including pilling, fading, loss or deterioration (of the whole product or its components)

Damage caused by improper use, cleaning, negligence, treatment, transportation, storage of the products or otherwise caused by your acts and/or omissions

Damage caused through any modifications, alterations, improper assembly, tampering, or products used in an abnormal manner and not for the products intended purposes

Damage caused by exposing the products to the sun, extreme heat or cold, or chemicals/agents that are known to damage the finish of the product

Body impressions on mattresses, sofas, and chairs where the indentation is less than 32mm

Damages caused by Act of God

Defects in products that are sold “As Is” or ‘’Floorstock’’ which were brought to your attention on purchase

Products used for commercial purposes

Promotional Offers & Discount Codes

Due to the high volume of demand, Furniture Haven cannot guarantee the availability of stock during the offer period until a deposit of 30% of the total order value has been received at a minimum.

All promotional offers and discount codes are applicable only at the time of purchase and cannot be redeemed against a previous or existing order.

Any discount codes or promotional offers are exclusive of delivery charges and is not available in conjunction with any other offer or discount.

Free Delivery Promotion Periods – Free Delivery promotion periods apply to the metro area of Melbourne, Sydney, and Brisbane only. Enter your postcode on our website to see if you qualify.

Free Delivery promotions are for purchases of $1000 and above. Standard surcharges apply as detailed under the Delivery section.

Online Account Registration

To make online shopping faster and easier, you may register on the Furniture Haven website. As a registered customer, you only have to enter your shipping addresses and billing information once; they will be securely stored with us for your future use. Using your name and a password of your choice, you may access your account online at any time to add, delete, or change information.

If you are using a public computer, we strongly encourage you to LOG OUT at the conclusion of your session. Your information will still be stored with us but it will not be accessible to anyone else from that computer.

Emails

You will receive promotional emails from us only if you have asked to receive them. If you do not want to receive email from Furniture Haven you can click on the “Unsubscribe” link at the bottom of any email communication sent by us. Please allow us 3 business days from when the request was received to complete the removal, as some of our promotions may already have been in process before you submitted your request.