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Policies

Returns & Refunds

Last updated

Your rights under the Australian Consumer Law come first and are not affected by anything below. This policy explains what we offer in addition, and where bespoke and sourced pieces differ.

Your Australian Consumer Law rights

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law. Where our terms conflict with those rights, the Australian Consumer Law prevails.

You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of whether a piece is bespoke or sourced, and regardless of any time limit stated elsewhere in this policy.

If your piece arrives damaged

Photograph the damage and the packaging, and email us within seven days of delivery. Do not return the piece — mirror-polished steel is easily damaged further in transit, and return freight on an item this size is rarely the sensible remedy.

We will replace the piece or refund you in full, at your election. You will never be asked to pay return freight on a piece that arrived damaged.

How refunds are paid

Refunds are issued to the original payment method. We do not offer store credit in place of a refund where you are entitled to one.

We process refunds within three business days of agreeing them. Your bank or card issuer may take longer to show the funds.

Terms by provenance

Bespoke · Change of mind
Not available. Production begins on your specific order and finish, so the piece cannot be resold. Please use a design consultation if you are uncertain before ordering.
Sourced · Change of mind
Accepted within fourteen days of delivery, provided the piece is unused and in its original packaging. Return freight is at your cost and the piece must reach us undamaged.
Bespoke · Cancelling before dispatch
Free of charge within forty-eight hours of ordering. After that, materials are committed and a cancellation fee of thirty per cent applies.
Sourced · Cancelling before dispatch
Free of charge at any time before the piece is dispatched by our manufacturing partner. We will tell you when that point has passed.
Bespoke · Restocking fee
Not applicable, as change-of-mind returns are not offered.
Sourced · Restocking fee
None. If a change-of-mind return is accepted, you pay return freight only.
Bespoke · Refund timing
Within three business days of us agreeing the refund.
Sourced · Refund timing
Within three business days of the returned piece arriving and being checked, or immediately where no return is required.