1. Returns Policy Overview
Furniture Box accepts returns from wholesale and trade customers in accordance with this policy. Returns are only accepted where prior written approval has been obtained from Furniture Box.
This policy applies to orders placed by office furniture retailers, commercial buyers, fit-out companies and approved wholesale accounts purchasing through Furniture Box’s trade supply channels.
2. Conditions for Return
To be eligible for a return:
- Goods must remain in their original, unopened packaging
- Goods must be in a resaleable condition — unused, undamaged and complete with all components
- A return must have been approved in writing by Furniture Box prior to the goods being returned
- The return must be accompanied by the original order or invoice reference
Goods that have been assembled, partially assembled, used, modified or damaged by the customer are not eligible for return.
3. Approval Required
All returns must be approved by Furniture Box before goods are sent back. Returns made without prior written approval will not be accepted and may be returned to sender at the customer’s expense.
To request a return, contact Furniture Box with:
- Your order or invoice reference
- Reason for the return request
- Photographs of the goods in their original condition (where applicable)
Furniture Box will assess the return request and respond within a reasonable timeframe. Approval of a return request is at Furniture Box’s discretion.
4. Restocking Fee
Where goods have been dispatched and received by the customer, approved returns are subject to a 30% restocking fee calculated on the original invoice value of the goods.
The restocking fee covers administrative costs, inspection and restocking of returned goods.
Restocking fees are deducted from any refund or credit issued.
5. Return Freight
Return freight costs are the responsibility of the buyer unless otherwise agreed in writing with Furniture Box.
Customers must use a trackable freight or courier service for all returns and retain proof of delivery. Furniture Box is not responsible for goods lost or damaged during return transit.
6. Custom, Bulk, Project and Special-Order Items
Custom, bulk, project or special-order items are generally not returnable unless damaged, incorrect, or otherwise agreed by Furniture Box in writing.
If you are placing a custom, bulk or project order and wish to confirm return eligibility, please discuss this with Furniture Box prior to placing your order.
7. Damaged or Incorrect Goods
Damaged or incorrect goods must be reported to Furniture Box within 3 business days of receiving the delivery.
To report damaged or incorrect goods, please provide:
- Order or invoice reference
- Clear photographs of the damage or discrepancy
- Description of the issue (what was received vs. what was ordered)
Reports made after 3 business days may not be accepted. Failure to provide the required information may also affect the ability to process a claim.
Damaged or incorrect goods that are approved for return will be collected or credited without a restocking fee.
8. Refunds and Credits
Where a return is approved and processed:
- Refunds or credits will be issued after inspection of returned goods confirms they meet return eligibility criteria
- Inspection typically occurs within a reasonable period after goods are received by Furniture Box
- Credits will be applied to the customer’s account
- Refunds will be processed using the same payment method as the original transaction where practical
Where goods are received but do not meet return eligibility criteria (e.g., packaging is opened, goods are used or damaged), Furniture Box will contact the customer to arrange collection or disposal. No refund or credit will be issued in these circumstances.
9. Goods Not Eligible for Return
The following are not eligible for return:
- Goods that have been used, assembled or installed
- Goods that have been damaged or modified by the customer
- Goods received more than 3 business days ago without a valid damaged/incorrect goods claim
- Goods without original packaging or with damaged packaging
- Custom, bulk, project or special-order items unless damaged, incorrect, or otherwise agreed by Furniture Box in writing
- Goods not accompanied by an approved return reference
- Goods returned without prior written approval
10. Consumer Law
Nothing in this policy limits any rights you may have under applicable Australian consumer law. If you believe you have a remedy under consumer law that is not addressed by this policy, please contact Furniture Box to discuss.
11. Contact
To request a return, report damaged or incorrect goods, or discuss any aspect of this policy, please contact:
Email: [email protected]
Please include your order or invoice reference and a description of your enquiry.
