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Refund Policy

A legal disclaimer

We want you to love your furniture — but we understand that sometimes things don’t go to plan. Please read our returns policy carefully to understand your rights and how we can assist.

 

1. Change of Mind Returns

We do not offer refunds or exchanges for change of mind on furniture or homewares, including:

  • Incorrect size, style or fit for your space

  • Colour differences due to screen settings

  • Delays caused by third-party freight carriers

Please choose carefully and contact us before purchasing if you have any questions about product dimensions, materials, or suitability for your space.

Note: In limited cases, we may offer a store credit or exchange at our discretion. Return freight and a restocking fee may apply.

 

2. Damaged or Faulty Items

If your item arrives damaged, faulty or not as described, you are entitled to a remedy under the Australian Consumer Law.

 

What to do:

  • Notify us within 48 hours of delivery

  • Provide your order number, a description of the issue, and clear photos

  • Do not discard packaging or attempt repairs unless advised by us

 

Remedies may include:

  • A full or partial refund

  • A replacement item

  • A repair or service

  • A store credit (if agreed)

We will assess the issue in accordance with your consumer rights and respond within 2–3 business days.

 

3. Warranties

Our furniture is backed by a 12-month warranty (unless otherwise stated) covering manufacturing defects in materials and workmanship. This warranty does not cover:

  • Normal wear and tear

  • Misuse, abuse, or improper care

  • Damage caused by moving or assembling items incorrectly

  • Use in commercial settings unless stated

 

4. Returns Process

If a return is approved:

  • We will provide instructions for return or collection

  • Returned items must be unused, in original packaging (where possible), and securely protected for transit

  • You may be responsible for return shipping costs unless the item is faulty

 

5. Custom and Made-to-Order Items

We are unable to accept returns, exchanges or cancellations for custom, personalised or made-to-order items, unless they are damaged or faulty.

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6. How to Contact Us

For all return or warranty enquiries, please contact our team:

📧 info@eternaltimber.com.au

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7. Your Rights Under Australian Consumer Law

This policy operates in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes your statutory rights.

For more information, visit: www.accc.gov.au

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