Refund policy

Returns and Refunds Policy

Here's how returns, refunds and faulty-item claims are handled when you shop with Melbourne Home & Living. Read it alongside our Terms and Conditions — and rest assured that nothing set out here reduces the guarantees you're owed under the Australian Consumer Law (ACL). Keep your order confirmation somewhere handy, since you'll be asked for it as proof of purchase on any return.

Your protection under Australian Consumer Law

Everything we sell carries consumer guarantees that can't be signed away under the ACL. If a product develops a major fault, the call is yours — a replacement, a repair or a refund — together with compensation for any other loss that could reasonably have been expected. Where the fault is minor, we're allowed to make it right by repairing the item within a reasonable period. None of these entitlements are touched by a change-of-mind return.

Had a change of heart?

If you've simply changed your mind, you can send the item back for a refund as long as you begin the return within 30 days of receiving your order and the item satisfies the conditions listed below. To get started, email cs@homeliving.net.au and quote your order number.

For a change-of-mind refund to go ahead, the item needs to be:

  • completely unused and unassembled, in the same brand-new state it arrived in;
  • clear of any marks, damage or alterations of any kind — scratches, stains, drill holes or signs of wear included;
  • returned with every piece of its original packaging, since those boxes and inserts are built to protect the goods in transit and we can't take back items without them;
  • backed by valid proof of purchase, such as your order number and confirmation email or tax invoice; and
  • outside the list of exclusions further down this page.

It's worth snapping a few photos of the item and its packaging before the courier collects it, just in case there's ever a query about the condition it left you in.

What a change-of-mind return costs you

As is standard across Australian furniture and homewares stores, the cost of a change-of-mind return sits with you. We deduct the following from your refund:

  • the original outbound shipping we paid to get the order to you — charged even where your order went out under a free or reduced-shipping offer;
  • the cost of shipping the item back to our warehouse; and
  • a restocking fee equal to 15% of the item's line price shown on your tax invoice.

Your refund covers what you paid for the item, less the amounts above. Until your parcel actually reaches us it remains your responsibility, so a tracked or registered service is the safer choice — anything lost on its way back to us isn't something we can cover.

Faulty, damaged, wrong or not-as-described items

If your order turns up faulty, damaged, incorrect or noticeably different from how it was described or pictured, you're looked after — this is entirely separate from change of mind, and there's no return cost or restocking fee to you. Get in touch soon after delivery and send through:

  • the order number the purchase was made under;
  • a few clear photos of the fault or damage plus a quick description; and
  • your proof of purchase.

We may ask for the item back so it can be assessed. Once we've looked it over, we'll arrange the appropriate outcome — a replacement, repair or refund — in keeping with the ACL. Please don't build or keep using anything that's obviously damaged, and hold off returning anything until you've spoken to us; we'll take you through each step and give you the return address.

A claim may be turned down where the issue stems from misuse, neglect, assembling the product the wrong way, not following the care guidance, or everyday wear and tear. And where a fault was pointed out to you at the time of sale — for instance, flagged in the listing — that specific fault isn't covered.

Electronics

Electronic products, mobiles and tablets among them, can't be sent back for change-of-mind reasons. If one of these items is faulty, we'll organise a replacement or repair. Your ACL entitlements for a major failure stay in force regardless.

Returns that don't qualify for a change-of-mind refund

A change-of-mind refund isn't on offer once an item has been used, assembled, washed, damaged or altered, when its original packaging is no longer with it, or for a fault you were told about ahead of buying. Equally, finding the product cheaper somewhere else, or simply going off it, doesn't create a right to return. None of these exclusions cut into your ACL rights when goods are genuinely faulty.

How your refund is processed

After your return arrives and we've confirmed it meets this policy, we'll email you within 5 business days with the outcome. Approved refunds go back to the payment method you used at checkout — please allow up to 5 business days for the money to show, depending on your provider, and bear in mind your bank may need a little longer again to post it.

Here to help

Our team is on hand for any return, or for any question you'd like answered before you buy. Drop us a line at cs@homeliving.net.au or call 0412 607 153 with your order number and a brief description, and we'll get it handled. Approved returns are sent to: Melbourne Home & Living, 63 Gowrie St, Annerley QLD 4103.