1. Consumer Guarantees & Statutory Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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. Nothing in these Terms & Conditions modifies or limits your non-excludable statutory rights.
2. Orders, Final Payments & Outstanding Accounts
- Payment Due Date: Full payment must be received prior to delivery or collection unless an approved credit arrangement is in place.
- Stock Arrival & Notice: When ordered or pre-sale items arrive at our warehouse and are ready for dispatch, you will be notified.
- Overdue Balance & Failure to Complete:
- If an invoice remains unpaid past its due date, formal reminders will be sent to the contact details provided at the time of purchase.
- If full payment is not finalized and delivery or collection is not scheduled within 14 business days following formal notice, Furn House reserves the right to terminate the sales agreement.
- Upon termination for non-payment, the goods will be released back into active inventory, and a standard 20% cancellation and restocking fee will be deducted from any monies already paid. Any remaining balance will be refunded to your original payment method.
3. Order Cancellations & Change of Mind
Please choose carefully, as we are not legally required to provide a refund or replacement if you simply change your mind, your circumstances change, or an item does not fit your space.
- Customer-Initiated Cancellation: If Furn House accepts a request to cancel an order prior to dispatch due to a change of mind, a 20% cancellation/restocking fee applies. This fee covers administrative, processing, and handling costs incurred. The remaining balance paid will be refunded or issued as store credit.
- Orders on Third-Party Finance: If an order funded via a third-party finance provider (e.g., Zip, Afterpay, Humm) is cancelled due to change of mind or buyer default, a cancellation fee of up to 50% of the invoice value may apply to cover non-recoverable merchant processing, finance settlement, and administrative liabilities. The applicable balance will be refunded through the respective finance platform.
4. Lay-by Agreements
- All lay-by agreements are subject to the requirements of the Australian Consumer Law.
- Cancellation by Customer: You may terminate your lay-by agreement at any time prior to delivery or collection.
- Cancellation by Furn House: Furn House reserves the right to terminate a lay-by agreement if you breach payment terms (such as missing agreed instalments or failing to finalize the balance within 14 days of written notice).
- Termination Fees: Upon termination of a lay-by agreement by either party, all payments made will be refunded to you, minus a 20% termination fee representing reasonable administrative, holding, and restocking costs incurred by Furn House.
5. Delivery & Lead Times
- Any estimated delivery timeframes provided by Furn House are estimates only and do not constitute a binding delivery deadline.
- Furn House will make every reasonable effort to meet stated timeframes. Minor delays outside our reasonable control do not entitle the purchaser to cancel the order without fee or claim damages.
- It is the purchaser’s responsibility to verify product dimensions, doorway clearances, and stairwells prior to ordering. Inability to complete delivery due to access restrictions or incorrect sizing remains the purchaser’s responsibility.
6. Inspection, Damaged Goods & Manufacturing Defects
- Inspection Upon Receipt: It is the buyer’s responsibility to inspect all items upon receipt.
- Notification Window: Any transit damage, missing components, or visible manufacturing defects must be reported in writing to cs@furnhouse.com.au within 7 days of collection or delivery.
- Required Evidence: Inquiries must include your invoice number, a clear description of the defect, and clear photographic/video evidence of the packaging and affected areas.
- Assessment & Remedy: Furn House will assess claims within 24 to 48 business hours. If a defect is confirmed under consumer guarantees or manufacturer warranty, Furn House will arrange for repair, parts replacement, full replacement, or refund/store credit as required under the ACL.
- Exclusions: Furn House is not responsible for damage resulting from fair wear and tear, incorrect assembly by the buyer or a third party, misuse, improper cleaning, accidents, neglect, or commercial use of domestic furniture.
7. Floor Stock & Clearance Items
- Floor stock, clearance, and display items are sold in "as-is" condition.
- The buyer is responsible for inspecting floor stock items prior to purchase.
- Defects, blemishes, marks, or signs of wear explicitly pointed out or reasonably identifiable upon pre-purchase inspection do not qualify for returns, refunds, or repairs under change of mind or defect claims, without affecting non-excludable statutory rights regarding safety and major faults.