We don't accept returns for change of mind, so please check sizes, colours and specifications before ordering. Faulty, damaged, incorrect or missing goods are fully covered under the Australian Consumer Law, and nothing on this page limits your rights under it.
At a glance
- Change of mind: we don't accept returns for change of mind, so please check sizes, colours and specifications before ordering.
- Cancelling an order: free before we process it (we process an order when we place it for dispatch, usually within 1 business day). After that, a fee of up to 25% to cover our costs, and we'll tell you the amount first. Dispatched orders can't be cancelled. Made-to-order items can't be cancelled once production starts, unless dispatch runs past the lead time shown on the product page.
- Damaged, incorrect or missing items: please tell us within 5 business days of delivery, with photos, so we can claim with the carrier. Later reports are still accepted. Faulty items: contact us whenever the fault appears. We cover the return freight.
- Refunds: processed within 5 to 10 business days after the returned items arrive and are inspected.
No change-of-mind returns
We don't accept returns for change of mind, so please check sizes, colours and specifications before ordering. If you're not sure a product is right for you, email hello@neatfurniture.com.au before you order and we'll help.
This doesn't affect faulty, damaged, incorrect or missing goods. They're fully covered under the Australian Consumer Law, as set out below.
Cancelling an order
If you need to cancel, email us as soon as possible with your order number. If we haven't processed your order yet, there's no fee. We process an order when we place it for dispatch, usually within 1 business day of your order, and we'll email you when we do. Once we've processed it, a cancellation fee applies to cover the costs we've already incurred, up to 25% of the price of the cancelled items. We'll tell you the amount before we cancel. Once an order has been dispatched it can't be cancelled.
Made-to-order items can't be cancelled once production has started, unless dispatch runs past the lead time shown on the product page. If your order hasn't been dispatched within the time shown on the product page (12 business days for items that aren't made to order), you can cancel it with no fee.
If we cancel your order, for example because the address is outside our metro delivery areas, the product can't be delivered to your city or an item is unavailable, you get a full refund for what we cancel and no fee applies. If we cancel only part of your order, you can cancel the rest with no fee and get a full refund, including delivery. See Delivery & Shipping for where we deliver.
Damaged, faulty, incorrect or missing items
Please check your order as soon as it arrives. If something is damaged, faulty, incorrect or missing:
- Email hello@neatfurniture.com.au with your order number. For damage in delivery and missing or incorrect items, please do this within 5 business days of delivery so we can claim with the carrier.
- Include a short description, plus photos or a video if you can. They help us sort it out faster.
- Don't assemble or use a damaged or incorrect item while we look into it.
Once we've confirmed the problem, we'll arrange a repair, replacement or refund in line with your rights under the Australian Consumer Law (for a major failure, you choose a refund or a replacement). You don't need the original packaging for a faulty item, and we cover the cost of returning or collecting it. Assessing a delivery-damage claim and arranging a replacement can take 5 to 10 business days.
If you notice a problem after 5 business days, contact us anyway. Reporting later doesn't take away your rights under the Australian Consumer Law, though it can make delivery damage harder to assess. Faults that show up later are covered by the Australian Consumer Law, and by the manufacturer's warranty where the product page states one. Damage caused after delivery by misuse, mishandling or incorrect assembly isn't covered.
Warranty
Where a product page states a warranty period, that product comes with the manufacturer's warranty for that period, starting on the delivery date. The warranty is given by the product's manufacturer and is in addition to your rights under the Australian Consumer Law. Products without a stated warranty period are still covered by the Australian Consumer Law.
To claim, email hello@neatfurniture.com.au with your order number, photos and a short description, and we'll handle the claim with the manufacturer. If the claim is accepted, we cover the cost of collecting or returning the item.
How to request a return
Returns are for items with a problem covered by the Australian Consumer Law, such as faulty, damaged or incorrect items, not for change of mind. Email hello@neatfurniture.com.au with:
- your order number
- the items you want to return
- the reason for the return
- photos or a video, if you can. They help us sort it out faster.
We'll reply with the next steps.
Refunds
Once the returned items arrive and have been inspected, we'll process your refund to the original payment method within 5 to 10 business days. Your bank or card provider may take a few more days to show it.
- If you cancel: if you cancel your whole order before it's dispatched, we refund the delivery fee in full. Any cancellation fee is worked out on the price of the items only.
- If we cancel: we refund what we cancel in full. If we cancel your whole order, or you cancel the rest of it after we cancel part of it, we refund the delivery fee too.
- Major failures: if the goods have a major failure and you choose a refund, we refund the delivery fee too.
Exchanges
We don't exchange items for change of mind, so please check sizes, colours and specifications before ordering. If we sent you the wrong item, we'll fix it at no cost to you.
Your rights under the 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.
In practice, for a major failure you can choose a refund or a replacement. For a minor failure, we'll repair or replace the item, at our option, within a reasonable time. If we don't fix it within a reasonable time, you can have it fixed elsewhere and recover reasonable costs, or reject the goods and get a refund.
Nothing on this page excludes, restricts or modifies your rights under the Australian Consumer Law. These rights can apply to business buyers too. The full terms are in our Refund policy.
