Refund policy

At Home Living Store, customer satisfaction is our priority

REFUNDS

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).

Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.

We reserve the right to refuse a return in cases where we cannot:

a) Be reasonably satisfied that the product was purchased from us

b) Where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.

AUSTRALIAN CONSUMER LAW

Home Living Store warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

Under the Australian Consumer Law:

a) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

b) For major failures with the good or services, you are entitled to choose a refund or replacement.

If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

If a product or services which you purchases from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled toa replacement or refund. You may also be entitled to compensation for any reasonable foreseeable loss or damage resulting from that major failure.

This Faults and Warranties policy does not cover:

a) Normal wear and tear

b) Damage arising from improper assembly or modification

c) Damage arising from abnormal use or abuse

d) Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)

e) Damage to external or product packaging only

f) Damage occurring during your own handling and transportation of goods from a pick up location

g) Insignificant minor variations in dimensions, colour, grain or finish

h) Insignificant minor imperfections or superficial blemishes

RETURNS PROCESS

In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, the buyer may (at their own expense) return the item to be inspected by Home Living Store.

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick-up and return of the incorrectly shipped item at no cost to you.

In the event of a return, the buyer must liaise with Home Living Store to label correctly in order for the item to be collected for return. The labels must be supplied by Home Living Store, liability for payment to be determined as per section 3 of this agreement (change of mind).

If the returned item shows a major failure, we will organise to replace the damaged product with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date that you received the product: 30 Days

It is important that you verify your information is correct before placing your order, especially your delivery address.

a) If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you.

b) You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information.

c) We require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order.

d) If cancellation is required due to incorrect information, we will refund you the price of your order, less the shipping charges incurred by Home Living Store, excluding any promotions, as well as an administration fee of $20.

CHANGE OF MIND

We do not offer a refund if you simply change your mind, or find the same products cheaper elsewhere.
You may return the product due to a change of mind, paying the relevant charges, provided that you contact us within the following time from the date that you received the product: 30 Days

If the reason for return does not constitute any clauses of this agreement, or is due to the actions of the buyer, the reason for return will be deemed a change of mind.

If a change of mind or cancellation is requested prior to the item being dispatched for delivery, Home Living Store may, at its discretion, allow a refund. This refund will have deducted and exclude charges for:

a) $10 accounting fee for transaction capture and reconciling, required even if an order is immediately cancelled.

b) Merchant and non-refundable fees equal to 6% of the total order value. If the order was made through Afterpay or Zip Pay a further 4% merchant fee will apply.

c) $25 processing fee to recover admin and warehouse staff time to process the order.

If the order has already been dispatched, you will be responsible for the arrangement and associated costs involved to facilitate a change of mind return. This includes:

a) $10 accounting fee for transaction capture and reconciling, required even if an order is immediately cancelled.

b) Merchant and non-refundable fees equal to 6% of the total order value. If the order was made through Afterpay or Zip Pay a further 4% merchant fee will apply.

c) $25 processing fee to recover admin and warehouse staff time to process the order.

d) The costs of shipping the item to you in the first place, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. 

e) The cost of packaging

f) The cost of shipping back to us

g) Any necessary insurances for transit

Items returned must be in 'as-new' condition and packaged securely. This means you have not used, assembled, damaged, washed or laundered any of the items. Please see the Product Return Shipping Logistics below for how to action a change of mind return and the associated costs of this. 

Non-returnable items excluded from all returns include:

a) Products described as "made to order"

b) Mattresses, bedding, pillows and sofa covers

c) All forms of clearance stock (e.g. warehouse, floor stock etc.)

d) Clearance items

e) Personalised items

f) Gift Cards

g) Orders for commercial or non-domestic use

PRODUCTS DAMAGED DURING DELIVERY

In the event that a product you ordered is damaged during delivery:

Please contact us as soon as possible, ideally within 3 days of receiving the item

If only minor damage is evident, clear photo or video evidence may be sufficient proof. In the event of partial damage, one of the following solutions may be offered:

a) Suggest a self repair (with an offer of compensation to you)

b) A partial refund relative to the value of parts damaged, or if available sending of new parts to replace those which have been damaged.

c) Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)

d) Offer a partial or full store credit voucher or refund

e) Replace the product (subject to availability)

f) Arrange for the product to be returned to us or our supplier

If we require you to return the product to us, we will pay the cost of the return.

If a replacement product or part is supplied by Home Living Store as a resolution, the handling and shipping timeframes for this replacement will be in line with our standard handling and shipping timeframes. While we endeavour to prioritise the resolution of these issues, understanding that there has already been a delay to the original provision of the terms of the order, there is a requirement to locate, pick & pack the required parts, followed by standard courier timeframes for delivery.

The buyer is responsible for removal or disposal of any parts supplied, including damaged parts, which are not required as part of the returns process. 

PRODUCT RETURN SHIPPING LOGISTICS

Any product returned must be in the condition it was in when you received it. Please take photos of the packaged product before it is collected by the courier to be returned, this is important to protect you in the event of damage during return transit. If damage during return transit occurs:

a) The customer must arrange the return shipping, including packaging, liaising with the transport company and any associated costs.

b) Any further damage to the product, outside of the originally specified damage, may require to be compensated by the customer. Compensation will be deducted from any refunded amount.

c) If damage during return transit occurs, Home Living Store will provide images of any damage during return transit, including both damage to the packaging and damage to the product, to assist the return buyer in any necessary insurance claims.

EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

a) You misused the said product in a way which caused the problem

b) You knew or were made aware of the problem(s) with the product or service before you purchased it

c) The request was not made within 30 days of receiving the product

d) The reason or process which causes the issue, is a result of the buyer’s actions

 e) Any other exceptions apply under the Australian Consumer Law

CANCELLATIONS

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a refund minus 4.5% of the total cost to cover processing fees. Once an order is ready for dispatch and a pick up has been booked the Change of Mind policy, as above, applies.

After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering.

Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled. Please be advised, for Click & Collect, Next day and Fast Track dispatch items, no cancellations or changes may be possible.

EXCHANGE

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.

RESPONSE TIME

We aim to respond to any requests for repairs, maintenance or refunds within 7 days of having received them

PRODUCT VISUALISATION

Product visualisations are for design inspiration only and may not be to scale. Size measurements and appearance may vary from the visualiser to your actual installation.

Home Living Store provides no warranty for suitability, implied or otherwise, regarding the use of this tool or the products displayed within it.

LIABILITY

To the extent permitted by law, we, our directors and employees, and third parties connected to us hereby expressly exclude:

a) All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity.

b) Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with our website, products or services or in connection with the use, inability to use, or results of the use of our website, any websites linked to it and any materials posted on it, including, without limitation any liability for loss of income or revenue, loss or interruption of business, loss of profits or contracts, loss of anticipated savings, loss of data, loss of goodwill, wasted management or office time and for any other loss or damage of any kind, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

This does not affect our liability for death or personal injury arising from our negligence, nor our liability for fraudulent misrepresentation, nor any other liability which cannot be excluded or limited under applicable law.

Without limitation to the foregoing, we acknowledge that the laws in certain jurisdictions including Australia may imply warranties and conditions or impose obligations on the supply of goods and services through or by means of our website which cannot be excluded, restricted or modified except to a limited extent. If any such laws apply, then to the fullest extent permitted by the law of the relevant jurisdiction, and in the case of Australia to the extent permitted by the Competition and Consumer Act 2010 (Cth), our liability is limited and if any liability remains it will be limited to any one or more of the following in our sole discretion:

a) In the case of any goods, the replacement or repair of the goods, or the supply of equivalent goods, or the payment of the cost of repairing or replacing the goods or supplying equivalent goods; and

b) In the case of any services, the supply of the services again or the payment of the cost of having the services supplied again.

Without limitation to the foregoing, by purchasing from us you agree that in no event shall our maximum aggregate liability exceed the amount paid by you for the products in question. You agree to indemnify us, our directors, employees and representatives from and against all actions, claims, suits, demands, damages, liabilities or costs (including legal costs) arising from, or which is directly or indirectly related to the use of our website, or any other products or services accessed via our website.