Alouette Dark Brown Fabric Lounge Armchair with Smoked Oak Frame

These terms apply to the furniture products displaying this policy.

Returns, Refunds & Claims

Requesting a Return

To commence a return in accordance with these Terms and Conditions, customers must contact Havenly House & Home at returns@havenlyhouseandhome.com.au or using the details on our Contact Us page. Customers should then follow the instructions provided by Havenly House & Home.

When submitting a claim, please provide:

• Your name and company name, if applicable.
• Your invoice or order number, with a copy of the invoice if available.
• The product code and product name.
• A photograph of the damaged product or any item discrepancies, clearly showing and describing the fault or basis for the claim.

Managing Claims for Faulty Products

Claims relating to defective or faulty products will be handled by Havenly House & Home on a case-by-case basis, with distinct remedies offered for major or minor faults. Major faults encompass issues that cannot be remedied, whereas minor faults are typically repairable.

Return Packaging Guidelines

Returned merchandise must be presented in its original packaging, including all accessories and components. For returns due to a change of mind, the product must be in brand new, unopened and resaleable condition.

Cancellation Before Shipment

For regularly stocked items cancelled before dispatch, you will be issued a store credit or refund, subject to the cancellation conditions below.

Changes and cancellation requests may need our approval. Cancellation is possible until seven days before the scheduled dispatch date. After that point, a restocking fee applies or the request must follow the change-of-mind process.

Pre-assembled kit orders cannot be cancelled or returned after production starts.

Returns Due to Change of Mind

Returns due to a change of mind are generally not permitted. A change-of-mind return request is subject to approval and must be made within 30 days of purchase.

If approved, a 20% restocking fee applies, and the product must be:

• In brand new, resaleable condition.
• Returned in its original packaging, both internal and external.
• Unmarked and unused.
• Unassembled, or in the same state of assembly as originally delivered.
• Complete with all accessories and parts.
• Of a product type that can be returned.

Non-Returnable Product Types

• These include indent, special, kit with components and ‘off the shelf’ products.
• Indent and special orders cover furniture outside the usual range or catalogue.
• Some products are supplied as a sales kit combining two or more distinct components, or as a complete ‘off the shelf’ product.
• A product may appear to be offered as an ‘off the shelf’ product but may actually be a combination of kit components.
• Products consisting of sales kit components can only be returned if they meet all the conditions in this Returns Due to Change of Mind section.
• Kit components may include seat pads, frames, cushions, chair legs, table legs and table tops in various colours.

Return Freight

Havenly House & Home can arrange return freight under the following circumstances:

• At the customer's expense for change-of-mind returns.
• At our expense for faulty or damaged products.

Faulty products should be suitably packaged in their original packaging, including all accessories and components, and preferably disassembled or partly assembled to reduce the risk of further damage during transit.

Havenly House & Home assumes no responsibility for loss or transit damage for products not transported through freight arranged by Havenly House & Home, including those damaged during transit after customer collection.

Return charges may be deducted from the credited amount to reduce upfront expenses. If you wish to return products to our supplier's warehouse at your own expense, we will arrange a Return Slip for presentation to the warehouse team upon return.

Irreparably Damaged Products

Havenly House & Home will not retrieve products deemed, at our discretion, to be irreparably damaged or faulty beyond repair. In these cases, customers are responsible for the proper disposal of the products.

Additional Information

For further information and clarification of these conditions, please contact Havenly House & Home at returns@havenlyhouseandhome.com.au.