Return & Refund Policy

Our Commitment to Australian Consumer Rights

Bizfurniz operates in Australia and serves customers across Australia.

Nothing in this Return & Refund Policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law (ACL).

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another appropriate remedy, depending on the circumstances.

Scope and Relationship with Our Shipping Policy

This policy covers faulty, damaged, incorrect, incomplete or not-as-described products, as well as refunds and other remedies available under the Australian Consumer Law.

Delivery availability, delivery timeframes, non-delivery, failed delivery, re-delivery and delivery-access requirements are explained in our Shipping Policy. Where a delivery-related cancellation results in a refund, the Refund Processing section below also applies.

Nothing in either policy excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law. 

Return Window

Faulty, Damaged, Incorrect or Incomplete Items

Recommended Issue-Reporting Timeframe

Please report any faulty, damaged, incorrect, incomplete or not-as-described product as soon as reasonably practicable and, where possible, within 30 calendar days of delivery.  


This is a recommended reporting timeframe to help us investigate and resolve issues efficiently. It is not a limit on your rights under the Australian Consumer Law. Your rights may continue to apply after 30 days, depending on the product, the issue and the circumstances.

Change-of-Mind Returns

Return window for change-of-mind: Not applicable. We do not accept change-of-mind returns or exchanges, including where a customer changes their preference, selects the wrong product or no longer requires the item.

This does not affect your rights under the Australian Consumer Law if a product is faulty, damaged, incorrect, incomplete or not as described.

Failed Delivery and Customer-Caused Delivery Issues

A cancellation resulting from customer unavailability, an unsafe or inaccessible delivery address, or other customer-related access restrictions is not treated as a faulty-product return or a change-of-mind return. Any applicable re-delivery, storage or original delivery costs will be handled in accordance with the Failed Delivery section of our Shipping Policy.

We will explain any proposed charge or deduction before arranging an additional service or processing the cancellation. This does not affect any rights you may have under the Australian Consumer Law.

Product Issues We Can Assist With

Please contact us if your order:

  • arrives damaged in transit;
  • is defective or faulty;
  • is incorrectly supplied;
  • is incomplete or has missing parts; or
  • is significantly different from the product description or confirmed order details.

We will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law.

How to Start a Return or Product Issue Request

Before returning a product, please contact us by email or WhatsApp Business Chat and wait for return or collection instructions from our team.

Please provide:

  • your order number or other proof of purchase;
  • your name and delivery postcode;
  • a description of the issue; and
  • clear photographs or videos, where reasonably available.

Photos or videos help us assess an issue efficiently. If you cannot provide them, please let us know and we will consider another suitable way to assess your request.

Please do not send a product back before receiving instructions, as this may delay the assessment or remedy.

Return Shipping and Collection Costs

For faulty, damaged, incorrect or incomplete items accepted under this policy, we will provide a prepaid return label or arrange carrier collection at our expense. You will not be required to pay return shipping for a confirmed product issue covered by the Australian Consumer Law.

If you have already paid reasonable return postage or transport costs and we confirm that the product has a covered problem, we will reimburse those reasonable costs. Please keep and provide your receipts.

For large, heavy, installed or difficult-to-transport furniture, we will arrange collection from the delivery address, including from the nearest safely accessible ground-floor entrance or another agreed accessible collection point. Where reasonably required because the product is installed or difficult to remove, we may arrange on-site inspection, removal or other appropriate support.  
These arrangements will be provided at our cost where required under the Australian Consumer Law. You will not be required to return the product yourself where doing so would involve significant cost or difficulty.

If a returned or collected product is inspected and found not to have a fault or other issue covered by the Australian Consumer Law, reasonable return, collection or inspection costs may be charged to you. We will provide a reasonable estimate of any such costs before arranging collection or inspection and obtain your agreement before proceeding.

Condition of Returned Items

To help us process a return, please include all accessories, manuals, hardware and parts supplied with the product. If the original packaging is still available, please use it where reasonably possible to protect the product in transit.

Original packaging is not required for a return relating to a faulty product or another valid claim under the Australian Consumer Law.

Installed or partially installed furniture may be inspected before a remedy is confirmed. No inspection, removal or restocking charge will apply where the product is confirmed to be faulty, damaged, incorrect, incomplete or otherwise covered by the Australian Consumer Law.

Restocking Fees

No restocking fee applies to faulty, damaged, incorrect or incomplete items, or to any other return for which you are entitled to a remedy under the Australian Consumer Law.

Because we do not accept change-of-mind returns or exchanges, no change-of-mind restocking fee applies.

Available Remedies

We may assess the product before confirming the appropriate remedy.

If a product has a major failure under the Australian Consumer Law, you may choose a refund or replacement. If a product has a minor failure, we will provide a free repair within a reasonable time or another remedy required by the Australian Consumer Law.

If a minor failure cannot be repaired within a reasonable time, you may be entitled to another remedy under the Australian Consumer Law.

Depending on the product and the issue, we may arrange collection, inspection, an on-site repair, replacement parts, a replacement product, a refund or another suitable remedy. We will provide instructions before any collection, inspection or service visit is arranged.

Refund Processing

Where a refund is required or agreed, it will be issued to the original payment method unless we agree with you to use another method.

Once the refund has been confirmed and any required collection, inspection or other agreed step has been completed, we aim to issue the refund within 7 business days. Your bank or payment provider may require additional processing time before the funds appear in your account.

This section also applies to refunds resulting from cancellation for non-delivery under our Shipping Policy. Where an order is cancelled because it has not been delivered within 90 calendar days of order confirmation, we will refund all amounts paid for the affected order, including the applicable delivery charge.

Contact Us

For return, refund or product issue enquiries, please contact: