Refund policy

DeHarmonia – Returns, Refunds & Warranty Policy (Australia)

This Returns, Refunds & Warranty Policy applies to purchases made via www.deharmonia.com for delivery within Australia.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). You are entitled to a repair, replacement or refund where goods fail to meet the consumer guarantees, and to compensation for any reasonably foreseeable loss or damage.

We partner with several Australian-based wholesalers and distributors to fulfil your orders (including furniture and décor suppliers). Many orders are shipped directly from their warehouses, so our processes and time frames are aligned with their logistics while still complying with Australian law.

1. Your rights under the Australian Consumer Law

Under the ACL, you are entitled to a remedy if a product:

• has a problem that would have stopped someone from buying it if they had known about it
• is unsafe
• is significantly different from the sample or description
• does not do what we said it would do, or what you asked for and cannot be easily fixed.

If the problem is major, you can choose a refund or replacement. If the problem is minor, we may choose to repair, replace, or refund within a reasonable time.

These rights apply regardless of any change-of-mind policy and regardless of whether the item was purchased on sale.

The ACL does not require businesses to offer refunds or exchanges where you simply change your mind, select the wrong size or no longer want the product. Any “change-of-mind” option we offer is in addition to, not instead of, your statutory rights.

2. Product categories (how returns work by type of item)

Because we work with different suppliers who apply different costs and handling rules, our return processes are grouped as follows:

1. Furniture & large / bulky items
   Examples: dining tables, coffee tables, sideboards, media units, large storage pieces.
   These items are heavy and expensive to ship. Our furniture suppliers generally do not accept change-of-mind returns and impose strict time frames for transit damage claims.

2. Homewares & small décor
   Examples: cushions, small lighting, decorative objects, small side tables, accessories.
   For some of these items we offer a limited change-of-mind return option (see section 5.2). Eligibility will be indicated on the product page where applicable.

3. Custom, made-to-order or personalised items
   Items specially ordered, customised or manufactured on demand.
   These are generally not returnable for change of mind.

Each product page will clearly indicate if an item is “change-of-mind return eligible”.

3. Damaged, faulty or incorrect items

We take quality and packaging seriously, but occasionally issues can occur during manufacturing or transport.

3.1 When your order arrives

Please:

• Inspect your items as soon as reasonably possible after delivery.

• Notify us promptly if there is any issue, ideally within 2 business days of delivery for visible transit damage. This timeframe helps us lodge claims with our freight and supplier partners efficiently.

• Contact us at the.harmonia.store@gmail.com with:

• your full name and order number
• product name and SKU
• a brief description of the problem
• clear photos or videos showing: the product and the defect/damage, the packaging and any visible damage to the carton and the shipping label.

The request to contact us within 2 business days is for operational reasons only and does not limit your rights under the ACL.

If a defect becomes apparent later, or you are unable to contact us within that period, please still reach out as soon as you can and we will assess your claim under the consumer guarantees.

3.2 Remedies for faulty, damaged or incorrect items

Once we receive your information, we will:

• assess the issue,
• liaise with the relevant supplier and courier, and
• propose a remedy consistent with the ACL.

Depending on the nature of the problem, remedies may include:

• replacement of the same item or a similar item of equal value
• supply of missing parts or hardware
• repair or professional touch-up where appropriate
• partial refund (for minor cosmetic issues where you are happy to keep the item)
• full refund where there is a major failure or where repair/replacement is not practical.

We will advise whether the item needs to be returned, collected by courier, or can be disposed of by you.

4. Items that cannot be returned (except under ACL)

Unless required by law, we do not accept returns for:

• custom, made-to-order or personalised items
• furniture and large / bulky items for change of mind
• items that are unable to be resold for hygiene reasons (e.g. some bedding or personal items)
• gift cards and vouchers
• items clearly marked as “final sale” or “clearance – no returns” on the product page.

These exclusions do not apply if the item is faulty, misdescribed, unsafe or otherwise fails to meet the consumer guarantees. In those cases, section 3 (damaged, faulty or incorrect items) applies.

5. Change-of-mind returns

Change-of-mind returns are voluntary and offered at our discretion in addition to your statutory rights.

5.1 Furniture & large / bulky items: 

The following items are not eligible for change-of-mind returns due to freight costs, supplier restrictions and handling risks:

• Large / bulky furniture and heavy items, including but not limited to large tables, cabinets, sideboards, TV units, side tables, and similar pieces.

• Custom, made-to-order or on-demand products, including items manufactured or imported specifically for your order.

• Items clearly marked as “final sale”, “clearance” or otherwise non-returnable on the product page.

• Gift cards and digital products.

• Any item that has been used, assembled, modified or damaged after delivery, or returned without original packaging (unless required by law).

Change-of-mind returns includes situations where:

• the item does not suit your space or décor
• you selected the wrong colour, size or configuration
• you decide you no longer want the product.

If you are unsure about dimensions, colours or finishes before ordering, please contact us and we will be happy to help clarify measurements, materials and styling.

You may still have rights under the Australian Consumer Law if the product is faulty, unsafe, misdescribed or otherwise fails to meet a consumer guarantee.

If the furniture item is damaged, defective or misdescribed, we will handle it under section 3 and your ACL rights.

5.2 Homewares & small décor: eligible items

Change-of-mind returns are generally available for:

• Smaller home décor and accessories (for example, vases, cushions, tableware, small décor pieces) that are not custom-made and not marked as final sale.

For eligible homewares and small décor items only, we may accept change-of-mind returns on the following conditions:

• You contact us within 14 days of delivery to request the return.
• The item must be unused, unassembled (where applicable), in resaleable condition, and returned in its original packaging, including all labels, hardware and protective materials.
  
• You provide your order number or proof of purchase (order number, receipt or confirmation email).
• You are responsible for: arranging the return shipping, and all return freight and insurance costs.

If these conditions are not met, we may refuse the change-of-mind return or offer only a partial refund at our discretion.

A restocking fee may apply to cover supplier handling and processing costs (typically up to 15% of the product price). We will advise you of the fee before approving the return.

Once the returned item is received and inspected by us or our supplier:

• if approved, we will issue either a refund to your original payment method or a store credit, as agreed with you;
• if the item is not in acceptable condition (used, damaged, or missing packaging), we may decline the return and arrange to send it back to you at your cost.

6. Return shipping costs

Faulty, damaged or incorrect items

Where a remedy under the ACL is approved, we will:

• arrange and pay for courier collection; or
• provide a prepaid return label; or
• reimburse reasonable return shipping costs; or
• decide that return is not necessary (for example, for minor issues where a partial refund is agreed).

Change-of-mind returns

For eligible change-of-mind returns (see section 5.2), you are responsible for:

• organising the return shipment, and
• all associated freight, insurance and packaging costs.

Items returned without prior approval, shipped to the wrong address or not packaged appropriately may be rejected and returned at your expense.

7. Exchanges

Due to the way our suppliers ship orders, we cannot offer direct product-for-product exchanges.

If you wish to change to a different item:

1. Submit a return request (faulty or change-of-mind as applicable).
2. Once the return is approved and any refund or credit is processed,
3. Place a new order for the desired item.

8. Refund processing times

Once we receive and inspect your return (where a physical return is required), we will notify you of the outcome.

If a refund is approved:

• we aim to process it within 10 business days, and
• it will be issued to your original payment method only.

Your bank or card provider may take additional time to process the funds.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at the.harmonia.store@gmail.com.

9. Manufacturer warranties

Some products may include an additional manufacturer’s warranty. Where applicable, details will be provided on the product page or in the documentation included with the item.

If you believe your item has developed a fault within the warranty period:

1. Contact us with your order number, photos/videos and a description of the issue.
2. We will liaise with the relevant supplier or manufacturer on your behalf and coordinate the appropriate remedy (repair, replacement or refund), in line with both the warranty terms and the ACL.

10. How to request a return

To request any return, please:

1. Email the.harmonia.store@gmail.com with:

• your full name
• order number
• product name and SKU
• whether the request relates to fault/damage or change of mind
• a description of the issue
• clear photos/videos where relevant.

2. Wait for our reply with a Return Authorisation and specific instructions.

3. Pack the item securely in its original packaging (where possible), including any accessories and documentation.

4. Ship the item using the method and address specified in our email.

Items returned without prior approval will not be accepted.