Change of mind
Homewares purchased online:
If you change your mind on any homewares purchased online, items may be returned to either our Auburn or Artarmon store locations in exchange for a store credit. This will be valid for 6 months from the date of return.
Alternatively, homewares returns can be posted to:
Shop A01, Primewest Auburn Megamall
265 Parramatta Rd,
Auburn NSW 2144
Prior to postage, please lodge a return request via the contact us page & a return authority will be sent to you via email to be included with your return. Please include your full name, order number & contact details in the return request. Once returns have been received & inspected, a store credit will be applied to your online account. This will be valid for 6 months from the date of return.
For all online purchases, returns must be received within 30 days from your original purchase date.
Rugs purchased online:
All rugs purchased online are ‘Custom Orders’. This means the rug you select will be ordered directly from our supplier to fulfill your purchase. In the event of a change of mind, we will accept a return request within 7 days. In the event of a return, you will be responsible for all shipping fees incurred, including the actual initial shipping fee of $35 (not the $15 charge that we have subsidized), in addition to the costs of pick-up & return. You will also be charged a 20% restocking fee that is charged by our supplier. The rug must be repackaged in its original packaging & deemed to be in suitable condition by our supplier before any amounts are refunded.
Homewares purchased in-store:
If you change your mind on any homewares purchased in-store, items may be returned to either our Auburn or Artarmon store locations in exchange for a store credit. This will be valid for 6 months from the date of return. All in-store purchases must be returned within 7 days and proof of purchase is required.
Furniture purchased in-store or online:
If you change your mind on any furniture items purchased online, a return request must be lodged with our Customer Service department via the contact us page. Please state your order number, phone number & email address so that a member of our Customer Service team may get in contact with you. If our Customer Service department deems the return acceptable, store credit will be provided which will be valid for 6 months from the date of the return.
We require the returned product(s) to be unused, in its original condition and in the original packaging. Any items that are not returned to us in the original packaging and/or in original condition will incur an additional handling fee (deducted from your refund) or return may be refused. This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with.
You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us.
Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.
Non-returnable items excluded from all change of mind returns include:
- Products described as "custom orders"
- All forms of clearance stock (e.g. warehouse, showroom, floor stock etc.)
- Orders for commercial or non-domestic use
Damaged in transit
Unfortunately items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage (before starting any assembly) and contact us within 72 hours of receiving your delivery.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:
- Suggest a self repair (with an offer of compensation to you).
- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you).
- Offer a partial or full store credit voucher or refund.
- Replace the product (subject to availability).
- Arrange for the product to be returned to us or our supplier.
If goods have been damaged in transit and we require you to return the product to us, we will pay the cost of the return.
Wrong item delivered
Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, please contact us within 72 hours of receiving your delivery. We will offer to send you the correct item (subject to availability) and arrange for the pickup and return of the incorrectly shipped item at no cost to you. If the correct item is no longer available, a full refund (including shipping) will be provided and we will arrange for pickup of the correct item at no cost to you.
Faults and Warranty Claims
By Dezign 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 which forms part of the Competition and Consumer Act 2010 (Cth).
If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us within 72 hours of receiving your delivery.
The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example we may arrange one or a combination of the following:
- Send you any missing parts or components
- Suggest a self repair (with an offer of compensation to you)
- Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
- Replace the product (subject to availability)
- Offer you an alternative product
- Offer a partial or full store credit voucher or refund.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
This Faults and Warranties policy does not cover:
- Normal wear and tear.
- Damage arising from improper assembly or modification.
- Damage arising from abnormal use or abuse.
- Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber).
- Damage to external or product packaging only.
- Damage occurring during your own handling and transportation of goods from a Click & Collect pick up location.
- Insignificant minor variations in dimensions, colour, grain or finish.
- Insignificant minor imperfections or superficial blemishes.
Normally, if you change your mind, we'll give you a store credit. Our Refund Guarantee is subject to the terms and conditions applicable to 'RETURNS'. Please note that some items are specifically excluded from all change of mind returns.
You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit in the amount you paid for the product. If you do not wish to take a store credit, a 20% cancellation fee will be incurred & the remaining 80% balance will be refunded.
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.
Your consumer rights
The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.
We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem the claim to be outside the terms of our Faults and Warranties policy.