Refund policy
Return & Refund Policy
14-Day Change of Mind Return Policy
We offer a 14-day return window for eligible change of mind returns.
To request a return, please contact us within 14 days of receiving your order.
Return Conditions
For a change of mind return to be accepted, the item must:
- Be returned within 14 days of delivery
- Remain in its original, unopened packaging
- Be unused and in the same condition as received
- Include proof of purchase
- Be approved by us before being returned
Please do not send items back without contacting us first.
Important: Vacuum-Compressed Sofa Packaging
Due to the nature of our vacuum-compressed sofas, please carefully check the product, size, colour and packaging before opening.
Once a sofa has been unpacked and allowed to expand:
- It cannot normally be recompressed into its original packaging
- It is no longer eligible for a change of mind return
- It may still be eligible for a remedy if it is faulty, damaged, incorrectly supplied, not as described, or otherwise covered by your rights under Australian Consumer Law
If you are considering a change of mind return, please do not open the packaging and contact us first.
Damaged, Faulty or Incorrect Items
If your item arrives damaged, faulty, defective or incorrect, please contact us as soon as reasonably possible at:
Please provide:
- Your order number
- Photos or videos showing the issue
- A brief description of the problem
We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law.
Depending on the circumstances, this may include:
- Repair
- Replacement
- Refund
- Another remedy required under Australian Consumer Law
Where the item is confirmed to have a fault or other issue covered by Australian Consumer Law, we will cover reasonable return shipping costs where required.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Change of Mind Returns
For approved change of mind returns:
- The item must remain completely unopened and in its original packaging
- The customer is responsible for return shipping costs
- Original delivery or shipping charges are non-refundable, except where required by law
- No restocking fee applies
- The refund will be processed after the returned item has been received and inspected
Because sofas are large items, return freight can be significant. We recommend contacting us before arranging any return shipping.
Non-Returnable Change of Mind Items
We are unable to accept change of mind returns for:
- Opened or expanded vacuum-compressed sofas
- Used items
- Items damaged after delivery
- Items not returned in their original packaging
- Custom or made-to-order products
- Items where the return request is made more than 14 days after delivery
These exclusions apply to change of mind returns only and do not affect your rights under Australian Consumer Law.
Colour and Appearance
We make every effort to display product colours and images accurately.
However, colours may vary slightly due to:
- Lighting conditions
- Photography
- Screen or monitor settings
- Natural material or manufacturing variations
Minor colour differences are not generally considered a product defect.
If you believe the colour or product received is significantly different from what was advertised, please contact us at support@bonelesscouch.com.au so we can assess the issue.
Refund Process
Once an approved return has been received and inspected:
- Refunds are generally processed within 5–7 business days
- Refunds will be issued to the original payment method
- You will receive confirmation when your refund has been processed
- Your bank or payment provider may require additional time for the refund to appear in your account
Original shipping charges are not refundable for change of mind returns, except where required by law.
How to Start a Return
- Email support@bonelesscouch.com.au
- Include your order number and reason for the return
- Include photos or videos if the item is damaged, faulty or incorrect
- Wait for return approval and return instructions
- Once approved, return the item according to the instructions provided
- After we receive and inspect the return, we will process any applicable refund
Please do not return products to us without prior approval.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For any return or refund enquiries, please contact: