Last updated: 5 October 2026
At Havenly House & Home, we want you to feel confident about your purchase. If something arrives damaged or develops a fault, please contact us so we can help.
Your rights under 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.
Any additional warranty sits alongside these rights. Consumer guarantees may continue after a stated warranty period has ended, depending on the product, its price, intended use and reasonably expected lifespan.
Nothing in this policy excludes or limits those rights.
Warranty cover and duration
Unless a different warranty period is stated on the product listing when you purchase, products are covered for manufacturing faults and defects that appear within 12 months of delivery.
Any additional or extended warranty advertised with your purchase will be honoured. Please check the product listing and any warranty documentation supplied with your item for product-specific details.
We may work with the relevant supplier, manufacturer or small business to assess a claim. Havenly House & Home remains your point of contact, and you do not have to deal directly with the manufacturer to exercise your consumer guarantee rights.
What the additional warranty covers
The additional warranty covers faults in materials or workmanship arising during normal, intended use.
Please also contact us about missing parts, an incorrect item or damage during delivery. We will assess these issues and arrange the appropriate outcome.
Report issues as soon as reasonably possible. Prompt reporting helps us investigate, but a delay does not automatically remove your rights under Australian Consumer Law.
What the additional warranty does not cover
The additional warranty does not cover problems caused by:
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Misuse, neglect or accidental damage after delivery.
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Assembly, installation or care that does not follow the supplied instructions.
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Repairs, alterations or modifications that cause the problem.
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Exposure to conditions the product was not designed or advertised to withstand.
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Ordinary wear consistent with the product’s age, use and reasonably expected lifespan.
These exclusions do not remove your consumer guarantee rights or exclude an unrelated manufacturing fault.
Handmade pieces and natural materials can vary in colour, grain, texture and finish. Variations consistent with the description or sample are not necessarily faults. We will still assess concerns about appearance, finish, safety, durability or quality.
How to make a claim
Email returns@havenlyhouseandhome.com.au with:
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Your order number or another reasonable proof of purchase.
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The product name and a description of the issue.
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When you first noticed the problem.
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Clear photos or videos, where practical.
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Photos of the packaging and shipping label if the item arrived damaged and these are available.
If you cannot provide a particular photo or document, contact us so we can discuss another way to assess the issue.
If the product may be unsafe, stop using it. Where safe, retain the item and relevant parts while we assess your claim. Contact us before disposing of or repairing it.
Original packaging is helpful for transport but is not required to exercise your consumer guarantee rights.
Assessment and resolution
We may request further information or inspect the product before deciding the claim.
For a major failure under Australian Consumer Law, you can choose a refund or replacement. For a minor failure, we may provide a free repair within a reasonable time. If we cannot resolve a minor failure within a reasonable time, you can seek a refund or replacement or recover reasonable repair costs, as provided by Australian Consumer Law.
For an accepted claim under the additional warranty, we will arrange a repair, replacement or refund appropriate to the fault, without limiting your statutory options.
We will not require you to accept store credit instead of a refund you are legally entitled to. Refunds will use the original payment method unless another method is agreed.
Returns, collection and costs
Contact us before arranging a return so we can provide the correct address and instructions. Products may need to go to different locations.
We cover reasonable return costs for accepted warranty or consumer guarantee claims. For faulty bulky items that cannot reasonably be returned by you, we will arrange collection at our expense.
If you have already paid reasonable return costs, send us the receipts to request reimbursement.
If no covered fault is found, any proposed collection, inspection or repair charges will have been explained and agreed with you beforehand.
Change of mind
Change-of-mind requests are handled under our Returns and Refunds Policy.
Its change-of-mind conditions do not restrict claims for faulty goods under Australian Consumer Law.
Contact details
Warranty provider: Havenly House & Home
Email: returns@havenlyhouseandhome.com.au
Business address: [INSERT BUSINESS ADDRESS]
Phone: [INSERT BUSINESS PHONE NUMBER]
Customer service hours: Monday to Friday, 9 am–5 pm AEST, excluding public holidays.
Please contact us for return instructions before sending a product to any address.