Return Policy

At Furniture Brotherz, every piece we offer is crafted or expertly restored using solid native Australian hardwood. Because our furniture is built from genuine timber, each item carries unique grain patterns, natural character marks, and individual history.

We stand behind the quality and structural integrity of our work, operating in full compliance with Australian Consumer Law (ACL) and Consumer Protection Western Australia.

1. Consumer Guarantees & Faults (ACL)

Under Australian Consumer Law, our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Major Failure

If an item arrives with a major structural fault or significant failure that was not part of the described piece or natural timber character, you have the right to choose between:

  • A full refund of the purchase price.

  • A replacement piece (subject to availability for unique timber items).

  • Repair of the defect by our team at no cost to you.

Minor Failure

If a fault is considered minor (e.g., a minor surface scratch sustained during transit or a loose fitting), we reserve the right to repair the piece within a reasonable timeframe rather than offer an immediate refund or replacement.

2. Reclaimed & Restored Timber Characteristics

Because our furniture utilizes solid, aged, and restored Australian hardwoods:

  • Natural timber characteristics—including knots, grain variations, historical markings, and subtle tone differences—are inherent features of the wood, not structural defects.

  • These unique traits are fully disclosed as part of the item's character and description. They do not qualify as faults under Australian Consumer Law.

3. Change of Mind Returns

Please measure your space carefully prior to ordering. Under Western Australian consumer law, businesses are not legally required to provide refunds or exchanges for a change of mind, incorrect ordering, or if the item does not fit into your home.

(Optional: If you wish to offer store credit or exchanges for change-of-mind, you can add a 14-day window here where the customer pays for return freight).

4. Transit Damage

All deliveries are handled with extreme care. To ensure any shipping damage is covered:

  1. Inspect your furniture immediately upon delivery.

  2. If damage has occurred during transport, notify us within 48 hours of receiving the piece at [Insert Your Email Address].

  3. Provide clear photographs showing the outer packaging and the affected area of the piece.

5. How to Initiate a Return or Service Request

If you believe your piece has a structural fault or issue covered under consumer guarantees:

  1. Contact our team at +61 470654068 with your order number and full name.

  2. Include a brief description of the issue along with clear photos/videos.

  3. Our team based in WA will review your claim and arrange inspection, collection, repair, or replacement as appropriate under ACL guidelines.