Returns & Refunds

Furniture Valley - Returns Policy

At Furniture Valley, we are committed to ensuring customer satisfaction. Nothing in this policy limits your rights under Australian Consumer Law. If your item(s) arrive damaged or faulty, you have the right to request a refund, repair, or replacement. Please follow the outlined process for returns, and our team will assess each situation on a case-by-case basis.

Return Procedure

Our team is here to assist you! Before attempting to return an item, please email us at sales@furniturevalley.com.au with the following information:

  • A detailed explanation of the fault(s) or damage(s).
  • Photos and/or videos of the product demonstrating the fault(s) or damage(s). If applicable, please include the manual with the part.
  • Proof of purchase, including your order number.

Upon receiving your email, we will provide instructions for the next steps. Please do not return the item until you have received confirmation and instructions from us. Returns made without prior approval may incur additional admin fees, shipping and handling charges, or warehousing fees.

Important Notes:

Furniture Valley is not responsible for faults or damages that occur after delivery, including:

  • Damages during assembly or disassembly.
  • Damages during packaging removal.
  • Faults or damages caused by improper use of the item.

Change of Mind Returns

We understand that sometimes, you may change your mind. If you wish to return an item due to a change of mind, the following conditions apply:

  • Return Window: Products must be returned within 14 days from the date of delivery.
  • Condition of Product: Items must be in their original, unused condition with all packaging intact. Items that show signs of use, damage, or modification will not be accepted.
  • Return Process: The buyer is responsible for all return shipping costs. Furniture Valley does not cover shipping fees for change of mind returns.
  • Refunds: Once the returned product is inspected, a refund will be issued to the original payment method, minus any applicable shipping fees.
  • Restocking Fee: A 15% restocking fee applies to change of mind returns after the item has been shipped. Refunds will be processed once the item is received back at our dispatch address.
  • Exceptions: Custom or made-to-order items are not eligible for return unless faulty or damaged.

Exclusions to Refunds for Change of Mind:

You are not entitled to a refund in the following cases:

  • You changed your mind about the purchase.
  • You found the item(s) cheaper elsewhere.
  • You ordered the wrong item(s).
  • You no longer like the product.
  • You entered incorrect order details.

Money-Back Guarantee

Our Money-Back Guarantee is available only on selected products, which will be clearly marked on the product page. Please note:

  • This guarantee is subject to the terms of our return policy.
  • A 20% deduction may apply to returns or refunds if the product is assembled and later found to be damaged or faulty.
  • Refunds may take up to 8 business days to process. Please note that your financial institution may also impose a processing period.

Pre-Order Responsibility & Delays

  • Before placing an order for a pre-order item, it is your responsibility to check the product’s colour, measurements, description, and other relevant details.

  • Please be aware that pre-order items may experience delays due to various factors, such as shipment issues, unforeseen circumstances, or global events like pandemics. While we strive to fulfil all orders promptly, we cannot guarantee delivery dates for pre-ordered items and ask for your patience in such cases.

Contact Us

We are happy to assist with any return queries. Please reach out to us at sales@furniturevalley.com.au for guidance or to initiate the return process.

Thank you for choosing Furniture Valley!

This version now includes a clear Pre-Order Responsibility & Delays section, setting expectations around potential shipment delays or other unforeseen circumstances.