Refund policy
At Dear Furniture 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 Dear Furniture so you are familiar with our policy on refunds and returns.
To be eligible for a return, your item must be in the same condition that you received it, unused with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@dearfurniture.com.au If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Change of mind within 10 Days is acceptable. No Question will be asked. Refund will be Processed excluding 10% of Restocking fees and Collection charges . To make it easy for our customers we have reduced Restocking fee from 20% to 10% on 27/07/2020. We can change or update our policy anytime according to our sellers policies.
Please note all Pre-Order products have 7 days grace period: If you changed your mind, then you may cancel your order without penalty if it is within 7 days of placing it. If you cancel after 7 days 5% processing fee will apply.
We reserve the right to accept or reject your Order for any reason at any time. If We reject your Order you will receive a refund of any money paid.
Please note that items requiring assembly need to be disassembled and placed back into original packaging to be eligible for a return under this guarantee. If you want to check a colour or feature of your product, please do this in a way that does not require assembly. If we accept a return in packaging other than the original packaging, at our discretion, a minimum re-packaging fee of $50 will apply. In such cases you would be responsible for ensuring the product is packaged in a manner that would prevent damage during transit. Refunds are generally processed within 10 days of receiving your item back.
We have a no fuss return policy. If you are not happy with your purchase for any reason you can return it to us within 10 days of the date of purchase for an exchange or full refund of the purchase price (no refund on shipping charges). Simply contact us and let us know, You are responsible for the shipping cost of returning the item to us.
All purchases are made with an understanding of the item listings dimensions and in observation of these return and refund conditions.
Slight variations of colour naturally occur when viewing product images on different device screens this is not ground for return or refund.
Returned items must be received in original, unopened condition with undamaged packaging and packaged such that transit damage does not occur. If goods are received in unsellable condition or in a condition that would be considered less than perfect and the product cannot be sold as brand new, then your return may not be processed or we may only be able to offer you a partial refund or exchange if the returned product cannot be re-sold as brand new. There are no returns or exchanges for products on sale or clearance.
Claim Instructions:
To make a claim, please email the following information;
ALL Claims need to be sent to us via email within 30 days of receiving item. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:
- Order Number
- Name & address of customer
- Detailed information about the fault
- Manual with missing parts indicated (if applicable)
Images/Video clearly showing fault (if applicable)
Images/Video clearly showing goods in original packaging (if applicable)
Note: All images and videos must be attached to the emails at an appropriate size.
Our dedicated customer support team will assess and troubleshoot to help you resolve the problem.
Final decision will be made by Dear Furniture to repair, replace or refund the product per the ACCC guidelines.
Once our customer support team approves the refund, it generally takes up to 05 working days to process, and you'll hear from Dear Furniture once we process the refund. With this in mind, please allow an additional 7 business days for your financial institution to handle and process the refund.
Please note, we will not refund, repair or replace items if our products are misused, mishandled or installed incorrectly. Customers are responsible for following the directions / instructions and advice provided by the product manufacturers.
You can always contact us for any return question at support@dearfurniture.com.au
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right and will send you replacement item within 45 business days.Be aware that We have different suppliers for different products it might take longer than given time. Any Broken/Damaged Parts will be Replaced with new Parts in 2 to 8 weeks. If replacement part/item not accepted will consider under change of mind policy.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.