Warranty & Returns

RETURNS

Damaged or Faulty Items
If your item arrives damaged or faulty, you must notify us within 7 days of receiving your order. Claims reported outside of this period may not be accepted where the delay prevents us from reasonably assessing the issue or pursuing a claim with the carrier.

To report an issue, email info@thealfrescoroom.com.au with your invoice number, a description of the damage, and clear images.

Non-delivery must be reported immediately. We recommend inspecting items upon delivery and noting any visible damage with the delivery driver where possible.

Change of Mind Returns
We offer a 7-day change of mind return period from the date you receive your order. Approved returns may be issued as a refund (less a 15% restocking fee), or as a store credit or exchange.  

As we do not offer full refunds for change of mind, we encourage you to choose carefully. 

Exclusions
Change of mind returns are not accepted for:

• Rugs

• Custom or made-to-order items

• Special order items not held in stock 

• Items that have been installed or altered

Natural variations in materials such as timber, marble, ceramics, and other handmade or natural fabrics are not considered faults and are not eligible for return. 

Return Conditions
Items must be unused, in original condition, and returned with all original packaging and tags. Returns that are not saleable or inadequately packaged may not be accepted.

Return Process
All returns must be approved prior to being sent back. Once approved, we will provide return instructions and the return address.

Items must be returned within 14 days of approval. We recommend using a trackable and insured service, as we are not responsible for items lost or damaged in return transit.

Return Costs
Customers are responsible for all return shipping costs. Original delivery charges are non-refundable. Store credit is issued for the item value only and excludes delivery costs.

Restocking Fee
Store credit is valid for 12 months from the date of issue.

Returns must be made by the original purchaser and accompanied by proof of purchase. If an item was marked as a gift and shipped directly to you, approved returns will be issued as store credit in your name. If not, store credit will be issued to the original purchaser.

If you are unsure about sizing, materials or suitability, we encourage you to contact us prior to purchase. We’re happy to assist with your purchase.

WARRANTY

This warranty applies to the original purchaser and is not transferable. Proof of purchase (dated receipt) is required for all warranty claims. This warranty applies to residential use only unless otherwise agreed in writing.

We reserve the right to repair, replace, or provide an alternative solution where appropriate. All claims are subject to inspection and assessment prior to approval. Any faults must be reported within a reasonable timeframe of being identified.

Furniture Frames & Structure
Furniture frames and structural components are covered by a 3-year warranty against manufacturing or structural defects. At our discretion, items will be repaired or replaced where a valid claim is approved.

Fabrics & Materials
Fabrics, upholstery and materials used in furniture construction are covered by a 2-year warranty against manufacturing defects. This does not cover general wear and tear or damage caused by misuse. This warranty does not apply to decorative cushions, throws or removable soft furnishings, which are classified as homewares.

Timber & Natural Materials
Timber and other natural materials may feature variations in grain, colour and texture. These are inherent characteristics and are not considered faults.

This warranty does not cover natural changes that occur over time due to exposure to sunlight, weather, humidity or environmental conditions, including movement, expansion, fading or discolouration. General wear and tear, including natural ageing of materials, is not considered a fault.

Homewares
Homewares and décor items, including decorative cushions and throws, are covered by a 12-month warranty against manufacturing defects. This does not include general wear and tear, consumable items, breakage, or damage caused by use.

Exclusions
This warranty does not cover:

• General wear and tear

• Accidental damage, misuse or neglect

• Damage caused by improper use, handling or storage

• Exposure to extreme weather, moisture, humidity or temperature changes

• Fading, scratching, chipping or natural ageing of finishes

• Damage caused by chemicals, cleaning products, oils, or spills (including alcohol or water damage)

• Glass breakage or damage to non-structural components

• Modifications or repairs carried out by anyone other than The Alfresco Room

• Inadequate or improper maintenance and care

• Events beyond reasonable control (including fire, flood, relocation or other natural events)

Claims & Freight
All warranty claims must be submitted to info@thealfrescoroom.com.au with proof of purchase and supporting images.

Customers are responsible for all freight and packaging costs associated with returning items for warranty assessment, as well as redelivery where applicable.