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Terms & Conditions

REFUND POLICY

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

When committing to a purchase, please choose carefully. Our company policy states we do not automatically give a FULL REFUND or REFUND OF DEPOSIT by: simply changing your mind, misunderstandings, difficulties with assembly, or if the product differs from your expectations. A cancellation fee of 30% of the total order will apply in these cases.

Please note that images on the website and for illustration purposes only. Due to the nature of timber, woodgrain and colour will vary between each piece of furniture.

However, you can choose a refund or exchange if a product has a major problem. This is when the product:

  • has a problem that would have stopped someone from buying the item if they had known about it;
  • is significantly different from the sample or description; or
  • doesn’t do what we said it would, or what you asked for and can’t be easily fixed;
  • it is unsafe.

If the problem is not major, we will either repair or replace the product within a reasonable time, or provide you with a refund. Where the problem is not major, we can choose which remedy to provide you

Customers need to report faults and issues in writing as soon as possible. If problems are reported within this time frame then the company can negotiate with the customer in regards to the best solution. 

The company also reserves the right to charge a service fee if repair or services are required if it isn't a major or minor problem. Please see the Delivery and Assembly policy for more information.

When an invoice has been generated, a transaction has taken place where you have committed and understood the conditions above. Please keep your receipt and invoice as proof of purchase.

WARRANTY POLICY

Direct Furniture warrants all products to be free from defects in materials and workmanship, and of acceptable quality and durability for their intended purpose. All warranties and guarantees are provided in accordance with Australian Consumer Law.

Warranty Period

All of our products are brand new and include a 12-month structural warranty, unless otherwise stated.

Please note:
This structural warranty does not cover scratches, bumps, blemishes, fabric, or any minor cosmetic damages.

Reporting a Fault or Damage

If your item arrives missing parts, faulty, defective, or damaged during manufacturing, please:

  1. Take clear photos or videos showing the issue.
  2. Contact us as soon as possible (ideally within 3 business days of receiving your delivery).
  3. Provide proof of purchase (receipt or invoice).
Warranty Claims and Resolution

We’ll work collaboratively with you to determine the best solution based on the nature of the issue and your preferences.

If the problem is confirmed to be a manufacturing fault within the warranty period, Direct Furniture will cover all associated expenses.
However, if an inspection or service call is required and no manufacturing fault is found, a service fee may apply.