We are convinced you’ll love our furniture and the experience of shopping with Interior Secrets. Interior Secrets is committed to providing high-quality products and services. Our returns and refunds policy complies with the Australian Consumer Law, ensuring your rights are fully protected.
Under the Australian Consumer Law, you are entitled to a refund, replacement, or repair if a product you purchase:
- Has a major fault that makes it unfit for its intended purpose.
- Is significantly different from its description or sample.
- Is unsafe or does not meet its advertised quality.
- Cannot be repaired within a reasonable time.
For minor faults, we may offer to repair the product or provide a replacement if repair is not feasible.
Refunds or exchanges may not apply to items and issues caused by:
- Online Only, Ex Display, Seconds, Made-To-Order, Clearance items and Natural Stone products.
- Normal wear and tear.
- Improper use or lack of care.
- Damage caused after delivery.
- Items that have been relocated or transported to a different location after delivery.
- Returns will not be accepted for items that lack packaging.
We hope you love your new Interior Secrets piece, but if for any reason you are not completely satisfied with your furniture, we aim to provide you with peace of mind. While change of mind returns are not required under the Australian Consumer Law, we offer customers the option to return items within 30 days of delivery under the following conditions:
- Restocking Fee:
A 20% restocking fee will apply to all change of mind returns, regardless of the delivery postcode. This fee is deducted from your refund.
- Condition of Item:
The item must be in as-new condition, free from scratches, stains, damages, or modifications, and include all accessories.
- Original Packaging:
Items must be returned in their original packaging, re-sealable as new. Change of mind returns will not be accepted for items without original or with damaged packaging.
- Proof of Purchase:
A valid proof of purchase must be provided.
- Return Shipping Costs:
Customers are responsible for arranging and covering the costs of return shipping. We recommend insuring the return shipment to safeguard against potential transit damage.
- Exclusions: We are unable to accommodate returns / exchanges / refunds for the following items:
- Any item marked as ‘Clearance’ or specified as on ‘Final Sale’
- Any form of 'Online Only' or 'Ex Display' items
- Any item described as "Customised" or "Customisable" or "Made To Order" or “Special Order”
To ensure any issues are identified promptly:
- Customers are required to inspect their items upon delivery.
- Report any damages or issues within 7 days of receiving the product.
Items stored in non-weatherproof locations such as garages or relocated to new addresses after delivery may not be eligible for refunds or replacements, as we cannot determine where or when damage occurred outside our control.
1. Initiate a Return:
Fill out the returns with your order details, images and a description of the issue.
2. Assessment:
Our team will assess your request and determine the appropriate resolution (refund, replacement, or repair).
3. Return Authorization:
If approved, you will receive a Return Authorization (RMA) number and instructions for returning the item.
4. Return Packaging & Shipping:
Customers are responsible for ensuring the item is adequately packaged to prevent damage during transit. Customers are responsible for return shipping costs unless the item has a major fault.
- Customer-Provided Packaging:
If you choose to use your own packaging for a return, you are responsible for ensuring it is securely and appropriately packaged to protect it during transit. Before the carrier collects the item, customers are required to provide clear photos of the packaged item to verify it is adequately prepared for return shipping.
- Liability for Damages During Return Freight:
Interior Secrets is not liable for any damage caused by improper or insufficient packaging if the packaging was provided by the customer. Once the item is handed over to the carrier, the customer assumes all risk of damage or loss during transit unless the carrier is found to be at fault. In such cases, we will assist you in filing a claim with the carrier.
- Refunds will be processed back to the original payment method within 10 business days of receiving the returned item.
- Shipping fees are non-refundable unless the return is due to a major fault.
Exchange your item for something else you’ll love. Items can be exchanged for another of equal value, excluding shipping costs.
- Items returned without authorization will not be accepted or processed.
- For large or bulky items, customers must ensure the product is adequately packaged to prevent damage during transit.
- Returns will not be accepted for items lacking original packaging.
If you have any questions about our returns and refunds policy, please contact us at support@interiorsecrets.com.au or call us on 1300 668 605.
Read over our Returns and Refunds policy. If your order meets the requirements, you’re good to go
Fill in our customer Returns Form within 30 days of receiving your order
Follow the prompts and once completed, submit your returns form.
A member of our team will get in touch within 24 to 48 business hours to advise further steps.
Your satisfaction is important to us. So, we go the extra distance to provide you with a comprehensive returns policy to make sure you enjoy the Interior Secrets experience.
