Refund policy
Returns and Consumer Guarantees Policy
Change of Mind
We do not offer returns, exchanges, or refunds for change-of-mind purchases. Please choose carefully before completing your purchase.
This policy does not affect your rights under the Australian Consumer Law.
Faulty, Damaged, or Incorrect Items (Australian Consumer Law)
Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
If your product is faulty, not of acceptable quality, does not match its description or sample, or is otherwise not compliant with the Australian Consumer Law, you are entitled to a remedy.
Depending on the nature of the issue, this may include:
- repair;
- replacement; or
- refund,
as provided under the Australian Consumer Law.
Where a product is confirmed to have a manufacturing fault or is not as described, we will cover any reasonable return shipping costs.
Transit Damage
If your order arrives damaged during delivery, please contact us as soon as reasonably possible. To assist us in assessing the claim with the shipping carrier, we recommend notifying us within 48 hours of delivery and providing clear photographs of:
- the damaged product;
- the packaging (including the outer carton); and
- any visible shipping labels.
Prompt notification helps us resolve courier damage claims more efficiently but does not limit your rights under the Australian Consumer Law.
How to Lodge a Claim
To report an issue, please email orders@profurnitureau.com.au with:
- your order number;
- a description of the issue; and
- clear supporting photographs where applicable.
Our team will assess your claim and respond as soon as reasonably practicable.