Returns, Exchanges & Cancellations Policy

1. Scope and priority

This policy applies to purchases from Design Choice Interiors, including Australian-made furniture, imported furniture, commercial seating and accessories. It distinguishes voluntary change-of-mind returns from statutory claims. Individual written quotations may specify particular products as special order or made to order.

Australian Consumer Law. Nothing in this policy excludes, restricts or modifies consumer guarantees, statutory rights or remedies that cannot lawfully be excluded, restricted or modified. A customer may be entitled to remedies for faulty, unsafe, misdescribed, unfit-for-purpose or otherwise non-compliant goods, including custom-made or clearance goods. The 14-day period, original-packaging condition, approval requirement and change-of-mind deductions do not apply to statutory remedies.

2. Custom-made, made-to-order and special-order goods

Design Choice does not accept change-of-mind returns or exchanges for products manufactured, upholstered, altered, cut, finished, configured, sourced or ordered specifically to the customer's approved specifications. This includes custom banquette seating, bespoke metal frames, selected fabrics, customer-selected colours or dimensions, and non-stock imports procured for a particular order. Once manufacture, ordering or procurement has commenced, cancellation for convenience is not accepted unless Design Choice agrees otherwise in writing. This does not affect remedies required by law.

3. Eligible imported stock – 14-day return consideration

A voluntary change-of-mind return may be requested within 14 calendar days after delivery or collection for a standard imported item that was in Australian stock at the time of sale and was not reserved, modified or specially sourced for the customer. Approval is conditional on proof of purchase; an unused, clean, undamaged, unassembled item; all labels, components and accessories; and original packaging intact and suitable for resale. The customer must request written return authorisation before sending goods back.

A return that meets all conditions will ordinarily receive a refund of the item purchase price following inspection, excluding the original delivery service actually performed and customer-arranged return freight where law permits. Design Choice may offer an exchange or store credit if separately agreed with the customer.

4. Opened packaging; assessed resale-value adjustment

Removal, damage or loss of original packaging makes a voluntary return ineligible for automatic acceptance. At its discretion, Design Choice may accept an unused item after inspection, subject to a pre-disclosed, itemised and reasonable deduction reflecting actual repacking, checking, handling, restoration and demonstrable reduction in resale value. If the goods can no longer properly be represented as factory-sealed or new-in-box, any verified discount necessary for transparent resale may be included in that assessment. A standard percentage or speculative resale subsidy will not be automatically charged. Any proposed deduction will be notified for agreement before the voluntary return is finalised. No such deduction applies to remedies mandated by law.

5. Freight, inspection and refunds

For approved change-of-mind returns, the customer bears return transport costs and transit risk until the goods arrive; adequate protective packaging and insured freight are recommended. Design Choice will inspect the goods and confirm acceptance and any agreed deduction. Approved refunds will be processed to the original payment method within a reasonable time after assessment. Original freight or installation charges for services already supplied are not normally refundable for change-of-mind returns, subject to law.

6. Damage, short delivery and product issues

Customers should inspect goods promptly and, where practicable, report visible transit damage, shortages or incorrect supply within 7 days with photographs and order details. This period assists evidence collection and carrier investigations; it is not a deadline for statutory claims. Goods presenting a possible safety risk should not be used. Design Choice will assess and provide a legally appropriate remedy. For consumer-guarantee failures, transport and other reasonable associated costs are allocated as required by law.

7. Fair dealing and contact

Design Choice may decline a voluntary return for used, installed, modified, stained, marked, damaged or incomplete goods, or for hygiene or resale reasons, without limiting legal rights. A retailer cannot insist that a customer pursue an overseas manufacturer as a substitute for applicable Australian rights.

Contact
Design Choice Interiors
Unit 5/62 Hume Highway, Lansvale NSW 2166
Telephone: (02) 9644 9949
Email: sales@designchoice.net.au
www.designchoice.net.au