Refund Policy

Please choose carefully as we do not offer refunds for change of mind. Sofas Direct will accept exchanges for all full priced homewares items (excluding art) if returned within 4 days of originally receiving your order.

We will only accept products in their original condition with tags attached, accompanied with the receipt and all original packaging. We reserve the right to refuse a return if the merchandise does not meet our standards.

Goods will be inspected upon return and exchanges will be issued for the original value of the product only — excluding any shipping cost. If you are exchanging for an item of lesser value, a credit note will be issued for the outstanding amount.

All items are quality controlled and checked for any faults before being dispatched. Sofas Direct will not accept exchanges on sale items. Should you receive an item that is faulty or damaged, please contact us immediately so that we can evaluate the issue and make it right by emailing hawthorn@sofasdirect.com.au

Damages and issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item. Notification of any damages or shortages is required within 24 hours of delivery. We will not be responsible for any damage unless we are notified within the time period specified. We have a specialist customer care team dedicated to fixing these issues. If your furniture order was damaged on delivery, please email hawthorn@sofasdirect.com.au with your invoice number along with all order details and any images of the damage.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. When items are not in stock within a reasonable period of time a consultant will contact you and discuss options and a refund.

Sofa Refunds

Once your order has been confirmed pay payment of deposit, any cancellation request must be sent in writing. As each furniture piece is handcrafted to your specific fabric and finish choices, cancellation will incur charges which vary dependant on the status of production and how far the order has progressed.