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Retail Product Shipping and Returns Policy

Shipping Policy

A street address for delivery must be provided at the time of placing the order, we are unable to deliver to a PO Box.

Should your delivery address change, it is your responsibility to let us know prior to dispatch by emailing  studio@journey-home.com.au. If your order is sent to the incorrect address and returned to Journey Home Interiors, a redelivery fee may apply.

All shipping costs are the responsibility of the buyer. Journey Home Interiors reserves the right to request extra freight costs for remote/rural areas or large/heavy orders.

 

LOCAL SHIPPING

If part of your order can be satisfied due to stock availability, we will contact you to arrange delivery, on the basis that you are prepared to pay the additional shipping costs for the split delivery. Otherwise, we will hold the goods until all items are received so that delivery of the full order occurs.

We calculate shipping within Australia using the size, weight and fragility of your item/s. This helps us ensure that your purchase arrives intact and undamaged.

 

Returns Policy

 

We do not offer returns on custom orders, including furniture (for instance, furniture upholstered in a fabric of your choosing) or soft furnishings (cushions, curtains, blinds, etc.) that have been custom designed, measured to fit, or designed with a specific fabrication, as requested.

For non-custom orders, we have a strict 30-day returns policy, whereby you will receive a credit to the value of your returned item/s, minus shipping costs.

To be eligible for a return, your item must be unused, in original packaging, in the same condition that you received it, and without any damage in transit. If the item returns to us broken or damaged, we cannot issue a credit.

Several types of goods are exempt from being returned. Any custom orders, including furniture (for instance, furniture upholstered in a fabric of your choosing) or soft furnishings (cushions, curtains, blinds, etc.) that have been custom designed, measured to fit, or designed with a specific fabrication, as requested.

ADDITIONAL NON-REFUNDABLE ITEMS:

  • Gift Cards
  • Downloadable Software Products

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Refunds

We only offer a refund if your item/s arrived damaged on delivery, or appear faulty. If this occurs, don’t worry, we’re here to help. Once your item/s is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

There are certain situations where a refund will not be granted:

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

REFUND TIMEFRAMES

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at studio@journey-home.com.au.

SALE ITEMS OR FLOORSTOCK

Sale items cannot be exchanged or refunded.

Exchanges

We do not refund or exchange for ‘change of mind, in accordance with the policies and guidelines of the Australian Competition and Consumer Commission (ACCC). 

We only replace items if they are defective or damaged on delivery. Variations in colour, wood grain, fabric patterns and dye lots or sheen are not considered faults and are a natural part of the item’s originality.

You will be responsible for paying for all shipping costs for returning your item. Shipping costs are non-refundable. If you receive a credit, the cost of return shipping will be deducted from your credit.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

For items over $250.00, you must provide a trackable shipping service or purchase shipping insurance. We don’t guarantee that we will receive your returned item.

If you need to exchange or seek a refund on a faulty or damaged in-transit item, please send us an email at studio@journey-home.com.au.

 

Force Majeure

We will not be liable for failing to comply with our obligations in relation to any order due to any act of God, war, terrorism, strike, lock out, industrial action, fire, flood, drought, storm, or other events beyond our reasonable control.

Liability

We will not be liable for:

(a) any costs or losses suffered by you including any consequential loss, damages, or loss of profit and as a result of any defects in the items or any failure, malfunction, breakdown, or deterioration of the items purchased; and/or 

(b) any cancellation of an order by us or any delay in or failure of delivering the item(s) and any change in the law that becomes effective after an order is placed, which may affect the item(s) supplied. 

In any event, our liability will be limited to the lesser of actual damage to the item(s) and the price of the item(s).

Need more help?

Contact us at studio@journey-home.com.au, or call us during business hours on 0401 466 199 for questions related to refunds and returns.

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