Refund policy

Return and Refund Policy Thank you for shopping with Sofa By Design. We take pride in providing quality products and excellent service. Please review the following conditions for returns and refunds to ensure a smooth experience:

1. Change of Mind or Incorrect Orders

We accept returns within three (3) days of receiving your order. Refunds will be issued for the product purchase price only. Please note the following:

  • Courier charges are non-refundable, including both the original delivery fee and return shipping costs.

  • A 25% restocking fee applies to all returns.

  • Items must be returned in original packaging, unused, unassembled, and in re-saleable condition.

  • For large or bulky items, goods must be strapped back onto a pallet. If the original pallet is unavailable, customers are responsible for sourcing one or paying an additional fee.

2. Custom or Made-to-Order Items

Customised products are non-refundable and non-exchangeable due to change of mind. This does not affect your rights under Australian Consumer Law if the item is faulty or unfit for purpose.

3. Non-Refundable Deposits

All deposits paid for custom orders, pre-orders, or stock reservations are strictly non-refundable. By placing a deposit, you agree that it secures specific inventory or initiates a made-to-order process. This policy is in accordance with Australian Consumer Law, provided the terms are disclosed before purchase.

This clause does not affect your statutory rights in the event of a major fault.

4. How to Initiate a Return

  1. Contact Us Email us at sofabydesignau@gmail.com within three (3) days of receiving your item. Please include your order number and reason for return.

  2. Prepare the Return Repack the product in its original packaging. Couriers may refuse poorly packed goods. Our Customer Service Team will coordinate the return and assist with shipping labels and pickup instructions.

  3. Refund Process Once the item is returned and inspected at our warehouse, our Accounts Team will process your refund (excluding shipping fees and the 25% restocking fee) via your original payment method within three (3) business days.