Return & Refund Policy

1. Overview

This Return & Refund Policy applies to all purchases made from Furver Pty Ltd ("Furver", "we", "us", "our") — whether through our website at furver.com.au or from our physical retail store. We encourage all customers to read this policy prior to making a purchase so that you understand your rights and our obligations.

We recommend that you carefully inspect all goods upon delivery or collection to ensure you are completely satisfied with the quality, finish, and condition of the items. If anything appears damaged or not as described, please contact us as soon as possible.

This policy is provided in addition to, and does not limit or exclude, any rights you have under the Australian Consumer Law ("ACL"). Where this policy provides a remedy that is less favourable than what is available to you under the ACL, your statutory rights will always prevail.

2. Change of Mind

Furver does not offer returns, exchanges, or refunds for change of mind. This includes situations where you have changed your mind about the colour, size, style, or configuration of the product, or where the product does not suit your space, décor, or personal preference after delivery.

We strongly encourage customers to review all product information carefully before purchasing — including dimensions, colour descriptions, material specifications, and product photographs. If you are unsure about a product, please contact us at support@furver.com.au for further assistance before committing to a purchase.

Please note that minor variations in colour, grain pattern, or texture between the product images on our website and the physical item are inherent characteristics of natural materials (such as timber and leather) and do not constitute a fault or defect. Such variations are not grounds for a return.

3. Your Consumer Guarantee Rights

Under the Australian Consumer Law, all goods sold in Australia come with automatic consumer guarantees that cannot be excluded, restricted, or modified. These guarantees apply regardless of any other warranty or policy we may offer.

If goods are faulty, damaged, incorrectly supplied, or otherwise fail to meet a consumer guarantee, you may be entitled to a remedy under the Australian Consumer Law.

There are nine consumer guarantees that apply to goods you purchase:

1. Goods must be of acceptable quality — safe, durable, free from defects, acceptable in appearance and finish, and fit for all purposes for which goods of that kind are commonly supplied.
2. Goods must be fit for a particular purpose that the consumer made known to the supplier.
3. Goods must match their description — including any description provided on our website, in advertising, or by our staff.
4. Goods must match the sample or demonstration model shown to you.
5. Any express warranties made about the goods will be honoured.
6. Spare parts and repair facilities will be reasonably available for a reasonable period after purchase.
7. You will receive clear title to the goods (ownership).
8. You will have undisturbed possession of the goods.
9. There are no undisclosed securities on the goods.

Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) that we provide. If goods fail to meet one or more of these guarantees, you may be entitled to a remedy.

4. Major Failure

A major failure occurs when:

• A reasonable consumer would not have purchased the goods if they had known about the problem.
• The goods are significantly different from the description, sample, or demonstration model.
• The goods are substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time.
• The goods are unsafe.

If there is a major failure, you are entitled to choose:

• A full refund, or
• A replacement of the same or equivalent product (subject to availability), or
• To keep the product and receive compensation for any reduction in value.

You may also seek compensation for any other reasonably foreseeable loss or damage resulting from the major failure.

5. Minor Failure

A minor failure is a problem with the goods that does not amount to a major failure — for example, a small cosmetic defect that does not affect the product's functionality or a component that can be easily repaired or replaced.

If there is a minor failure:

• We will repair the product within a reasonable time at no cost to you.
• If we cannot repair the product within a reasonable time, or choose not to, we will offer a replacement or refund at our discretion.

For minor failures, Furver has the right to choose the form of remedy (repair, replacement, or refund). We will always endeavour to resolve the issue as quickly and conveniently as possible.

6. Faulty or Damaged Goods

If you receive goods that are faulty, defective, or not of acceptable quality, you are entitled to a remedy under the Australian Consumer Law. A product may be considered faulty if it:

• Has a manufacturing defect in materials or workmanship
• Does not function as described or intended
• Is missing components or parts that were listed as included
• Has structural damage that was not caused during delivery (see Section 7 for transit damage)
• Does not match the product description on our website at the time of purchase

Please note that the following are not considered faults:

• Normal wear and tear resulting from everyday use
• Damage caused by misuse, abuse, neglect, or accident
• Damage resulting from improper assembly (where assembly instructions were provided)
• Natural variations in timber grain, leather texture, or fabric weave
• Minor colour differences between the product and website images due to screen calibration
• Foam settling or softening during the normal breaking-in period (typically 4–6 weeks)

7. Delivery and Transit Damage

We take great care in packaging and dispatching your order. However, damage may occasionally occur during transit. If your goods arrive damaged, please follow these steps:

At the Time of Delivery

• Inspect the outer packaging before signing for delivery. If the packaging appears damaged, note this on the delivery receipt.
• If possible, inspect the product itself before the delivery driver leaves.
• If you notice visible damage, you may refuse delivery and contact us immediately.

Reporting Transit Damage

If your delivery arrives with transit damage, report it to support@furver.com.au within 48 hours of receiving it. Include your order number, delivery date, a brief description, and at least three clear photographs showing the damage and outer packaging; retain the original packaging while we assess your claim.

• Email Support@furver.com.au with the subject line: Transit Damage — Order [your order number]
• Include a minimum of three clear photographs showing the damage (close-up of the damage, wider shot showing context, and the outer packaging)
• Provide your order number, delivery date, and a brief description of the damage
• Retain all original packaging materials until the claim is resolved

Claims reported after 48 hours may still be considered on a case-by-case basis, but we cannot guarantee the same level of remedy as timely reports, as it becomes difficult to determine whether damage occurred during transit or after delivery.

8. How to Request a Return

To request a return or remedy, email support@furver.com.au with your order number, a description of the issue, and clear photographs where relevant. Our team will acknowledge your request within 2–5 business days and advise the next steps.

What You Will Need

• Proof of purchase: Your order confirmation email, invoice, or receipt
• Photographs: A minimum of two clear images showing the fault or defect
• Description: A written explanation of the issue, including when you first noticed it and how the product has been used
• Your details: Full name, order number, and preferred contact method

How to Submit

Send your return request to Support@furver.com.au with the subject line: Return Request — Order [your order number]

Our team will acknowledge your request within 2–5 business days and advise you on the next steps.

9. Assessment Process

Upon receiving your return request, we may need to undertake an assessment of the goods to determine the nature and cause of the issue. This may involve:

• Reviewing the photographs and information you have provided
• Requesting additional photographs or a video demonstrating the fault
• Arranging for the goods to be returned to us for physical inspection
• Consulting with the manufacturer or supplier regarding the reported issue
• Arranging an in-home inspection by a qualified technician (for large or heavy items)

We will keep you informed throughout the assessment process and aim to provide a resolution within a reasonable timeframe. For straightforward claims with clear photographic evidence, we may be able to offer a remedy without requiring the goods to be returned.

10. Refund Method and Timeframe

Where Furver has agreed to provide a refund, it will be returned to the original payment method. Card refunds typically appear within 7–10 business days, depending on your financial institution; bank-transfer refunds may take up to 5 business days.

• Refunds will be processed to the original method of payment used for the purchase.
• Credit card and debit card refunds will typically appear on your statement within 7–10 business days, depending on your financial institution.
• Bank transfer refunds may take up to 5 business days to process.
• If you paid using a buy-now-pay-later service (e.g., Afterpay, Zip), the refund will be processed through that service according to their terms.

Refunds do not include any original delivery charges unless the goods were faulty at the time of delivery or the wrong item was sent. If you have not received your refund within 10 business days of confirmation, please contact your financial institution first, then reach out to us if the issue persists.

11. Return Shipping Costs

The responsibility for return shipping costs depends on the reason for the return:

For an authorised return where Furver is responsible for return shipping, we will arrange collection or provide a prepaid shipping label. Do not return goods without authorisation from our support team.

12. Items Not Eligible for Return

The following items are not eligible for return or exchange (except where required by the Australian Consumer Law due to a fault or failure to meet a consumer guarantee):

• Products that have been assembled, modified, or altered from their original condition
• Products with damage caused by misuse, abuse, neglect, or improper care
• Custom-made, made-to-order, or specially ordered products
• Products purchased as clearance, ex-display, or floor stock (unless faulty)
• Complimentary gifts or promotional items provided at no charge
• Products without proof of purchase from Furver
• Products returned without prior authorisation from our support team

Even where an item falls into one of the categories above, your rights under the Australian Consumer Law are not affected. If a product has a genuine fault or fails to meet a consumer guarantee, you remain entitled to a remedy regardless of the above exclusions.

13. Order Cancellation

If you wish to cancel an order, contact support@furver.com.au as soon as possible. Before dispatch, orders can generally be cancelled and a full refund issued. Once an order has been dispatched or is in transit, it cannot be cancelled. Custom or made-to-order items cannot be cancelled once production has commenced.

14. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this Return & Refund Policy limits, excludes, or modifies any rights or remedies you may have under the ACL or any other applicable legislation. This policy is provided in addition to your statutory rights. Where any provision of this policy conflicts with your rights under the ACL, your statutory rights will prevail.

There may be circumstances where you are not entitled to a remedy — for example, where the problem was caused by abnormal use, failure to follow care instructions, or where you were made aware of the issue before purchase.

For further information about the Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au or the Australian Competition and Consumer Commission (ACCC) at www.accc.gov.au.

15. Contact Us

For return enquiries, refund requests, or questions about this policy, please reach out to our support team: