Refund policy

Returns & Refunds Policy

1. Australian Consumer Law (Statutory Rights)

Under the ACL, you are entitled to a replacement, refund, or repair for items that are faulty, damaged, significantly different from their description, or unfit for purpose. To claim under ACL:

Report issues within 48 hours of delivery by emailing support@sofadecor.com.au with:

Photos/video of the defect, damage, or error.

Order number and proof of purchase.

We cover return shipping costs for ACL-approved returns. However, if your item was purchased under a free shipping promotion and you request a return for a reason that is not covered by the Australian Consumer Law, you will be responsible for both the original shipping cost that was initially covered by us and the return shipping cost.

2. Change of Mind Returns (Non-Faulty Items)

We offer a 14-day return window from the delivery date for unused, unworn, or unopened items in resalable condition:

Original packaging, tags, and accessories must be intact.

Proof of purchase, such as receipt or order number, is required.

Customer responsibilities:

Return shipping costs are paid by the customer.

A $30 restocking fee will be deducted from your refund.

If your item was purchased under a free shipping promotion and you request a return, you will be responsible for both the original shipping cost that was initially covered by us and the return shipping cost. These amounts will be deducted from your refund.

Repackaging and compression fee

For approved change-of-mind, incorrect size or colour choice, or other customer-choice returns, products must be returned with the original packaging, compression bag and product packaging intact where reasonably possible. If a customer-choice return is sent back with torn, missing or unusable packaging, or the item needs to be repacked or recompressed before it can be assessed, stored or resold, a $10 repackaging and compression fee may be deducted from the refund. We will tell you before applying this fee.

This repackaging and compression fee does not apply where the return is because the item is faulty, damaged on arrival, incorrectly supplied, significantly different from its description, or where you are exercising rights under the Australian Consumer Law or other non-excludable consumer guarantees.

Pre-approval required: Email support@sofadecor.com.au or call +61472729564 for a Return Authorisation (RA) number. Returns without an RA will be rejected.

3. Process for All Returns

Request approval via email or phone.

Ship pre-approved returns within 7 days of approval.

Inspections take 5-10 business days after receipt. Refunds exclude original/return shipping fees, restocking fees, and the repackaging and compression fee where applicable.

4. Non-Returnable Items

Perishables, custom/personalised items, sale/clearance items, gift cards, beauty/personal care products, and hazardous materials.

Items without proof of purchase or returned outside policy terms.

5. Refunds

Approved refunds will be processed within 10 business days to the original payment method, minus the $30 restocking fee, original shipping cost if under a free shipping promotion, return shipping cost, and the $10 repackaging and compression fee where applicable.

Bank processing times may vary. Please allow up to 15 business days.