At The Discount Furniture Co, we aim to provide quality furniture at competitive prices while maintaining efficient operations and fair policies for both our customers and our business.

Due to the nature of furniture retail where orders involve supplier coordination, warehouse allocation, logistics planning, and administrative processing, the following Returns, Cancellations and Refund Policy applies to all purchases made in-store or online.

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL).


1. Order Security

An order is considered secured once:

  • Full payment or the required deposit has been received; and

  • The order has been processed in our system, confirmed with the supplier, or allocated from warehouse stock.

Once an order becomes secured, administrative, operational, supplier coordination, banking, inventory allocation and logistics costs are incurred immediately. These costs are generally non-recoverable.


2. Order Cancellation (Before Delivery or Collection)

If a customer requests to cancel an order after it has been secured but before the goods have been delivered or collected, the following cancellation options apply.

Option 1 — Refund With Cancellation Fee

A 30% cancellation fee will apply to the total order value.

This deduction represents administrative, supplier coordination, payment processing, warehouse allocation, and operational costs already incurred.

The remaining 70% of the order value will be refunded to the customer.

Example

If the total order value is $5000:

  • Cancellation fee (30%) → $1500

  • Refund issued → $3000

This cancellation fee applies regardless of the reason for cancellation, including:

  • change of mind

  • financial circumstances

  • personal reasons

  • delays in customer readiness for delivery

Option 2 — Store Credit

Customers may alternatively choose to receive store credit for the full order value with no cancellation deduction.

Store credit:

  • will be issued for the full amount paid

  • can be used towards any future purchase from The Discount Furniture Co in 6 months

  • is non-refundable once issued

Store credit may be used on any available product unless otherwise specified.


3. No Cancellation After Delivery or Collection

Once goods have been delivered to the customer or collected from our warehouse, the transaction is considered final.

We strictly do not provide cancellations, refunds or exchanges for change of mind after delivery or collection, unless required under Australian Consumer Law.

Examples of change-of-mind situations include (but are not limited to):

  • the product does not suit the customer's space

  • the customer no longer likes the colour or style

  • the customer ordered the wrong size

  • the customer no longer requires the item

Customers are responsible for ensuring that the product suits their requirements prior to purchase.


4. Doorway, Staircase & Property Access Responsibility

Customers are responsible for ensuring that purchased furniture can safely fit into the delivery property.

This includes ensuring adequate access through:

  • doorways

  • hallways

  • staircases

  • elevators

  • narrow corridors or corners

  • building entryways or apartment access points

Customers must measure both the furniture dimensions and access areas before purchasing.

If delivery cannot be completed because the furniture cannot fit through access points, including doorways or staircases, the following may apply:

  • delivery may be cancelled

  • return freight charges may apply

  • restocking or handling fees may apply

  • re-delivery charges may apply if another delivery attempt is required

The Discount Furniture Co and its delivery partners are not responsible for furniture that cannot fit into the property due to access limitations.


5. Custom & Special Orders

Orders for custom-made, made-to-measure, special fabric, colour, material, or configuration items, secured preorder cannot be cancelled once the order has been secured and placed with the supplier.

These products are manufactured specifically according to the customer's selection and therefore:

  • no cancellations

  • no refunds

  • no store credits

will be issued once production has commenced or the supplier has confirmed the order.

Customers should ensure all specifications are correct before confirming custom orders.


6. Delivery Fees & Freight Charges

Delivery fees are non-refundable.

If a product is returned or delivery cannot be completed for reasons unrelated to a product fault:

  • the original delivery fee remains payable

  • return freight costs will be charged to the customer

  • additional delivery or handling fees may apply

Returned goods must be packed securely to prevent damage during transit.

The Discount Furniture Co is not responsible for damage or loss during return shipping arranged by the customer or third-party couriers.



7. Delivery Refusal

If delivery is refused by the customer for reasons not related to a product defect or fault, the order may be treated as a change-of-mind return.

In these cases the following may apply:

  • delivery charges remain payable

  • return freight costs may apply

  • restocking fees may apply

  • the order may be treated under the cancellation policy


8. Storage & Delayed Collection

Customers must arrange delivery or collection within a reasonable timeframe once goods are available.

If delivery or pickup is delayed by the customer beyond the agreed delivery timeframe:

  • storage fees may apply (amount depends on item volume)

Prolonged delays may result in the order being treated as a cancellation and subject to the 20% cancellation fee.


9. Inspection Upon Delivery

Customers should inspect products upon delivery or collection.

Any visible damage, manufacturing faults or missing items must be reported within 5 days of delivery.

Please email your order details and clear photographs to:

hello@discountfurnitureco.com.au

Our support team will review the issue and provide assistance.

Claims reported after this timeframe may be difficult to assess and may not be accepted.


10. Damaged or Faulty Products

If a product has a manufacturing defect, we will assess the issue in accordance with Australian Consumer Law.

Depending on the nature of the issue we may offer:

  • repair

  • replacement parts

  • product replacement

  • partial refund or full refund where required under law

Minor issues may be resolved through:

  • replacement components

  • repairs

  • touch-up solutions

  • partial compensation

Damage caused by the following is not considered a manufacturing defect:

  • misuse

  • incorrect assembly

  • accidental damage

  • commercial use of residential furniture


11. Product Condition for Returns

Where a return is required due to a confirmed manufacturing defect:

  • the product must remain unused where possible

  • the product should remain in original packaging where possible

  • proof of purchase must be provided


12. Natural Material Variations

Many of our products are manufactured using natural hardwood timber and natural materials.

Variations in the following are natural and expected:

  • timber grain patterns

  • colour tone differences

  • natural markings

  • minor finish variations

These characteristics are part of the natural material and are not considered manufacturing defects.

Returns or replacements will not be provided for normal natural variations.


13. Refund Processing

Approved refunds will be processed within 7–14 business days after:

  • returned goods are received and inspected; or

  • cancellation approval has been confirmed.

Refunds will be issued using the original payment method where possible.

Bank processing times are outside our control.


14. Acceptance of Terms

By placing an order, making payment, or accepting delivery, the customer acknowledges that:

  • they have read and understood these Terms & Conditions

  • they accept the 30% cancellation fee for order cancellations before delivery

  • they understand that no change-of-mind cancellations or refunds apply after delivery or collection

  • these policies form part of the contract of sale


15. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy provided under the Australian Consumer Law.

Customers are entitled to a repair, replacement or refund for major failures and compensation for other reasonably foreseeable loss or damage.

Contact Us

For questions, warranty claims, or customer support please contact:

The Discount Furniture Co

Email: hello@discountfurnitureco.com.au