Returns and refunds
Last updated
Thirty days to change your mind, and no time limit on anything that turns out to be faulty.
Changing your mind
You have 30 days from the day your order is delivered to change your mind. The item needs to be unused, in the condition you received it, and in its original packaging.
Email us before sending anything back so we can give you a return address and a reference. Returns that arrive unannounced are difficult to match to an order and slow the refund down.
For change-of-mind returns, the cost of return freight is payable by you, and the original delivery charge is not refunded. Once the item is back and checked, the refund goes to your original payment method within five business days.
Items we cannot take back
Made-to-order and custom-specified pieces cannot be returned for change of mind, because they were built to your specification and cannot be resold. This is stated on the product page before you order.
Fabric and timber samples are not returnable. Neither is an item that has been assembled, modified, or used beyond what is reasonably necessary to inspect it.
Faults and damage
If something arrives damaged, develops a manufacturing fault, or is not what was described, contact us and we will make it right. Depending on the fault that means a repair, a replacement or a refund.
There is no 30-day limit on this. Faults are handled under the warranty and under your statutory rights, and we pay the freight both ways.
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 to compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights, and where this policy and the Australian Consumer Law disagree, the law wins.
Warranty
Every piece carries a five-year warranty against manufacturing and structural faults, running from the date of delivery.
The full terms — what is covered, for how long, what is excluded and how to claim — are set out in our warranty policy.
Questions about any of this? Email hello@walnur.com.au — or read the questions we get asked most.
