Refund policy

CozyHaus Furniture – Return & Refund Policy

At CozyHaus Furniture, we take pride in the quality and craftsmanship of our products. This policy explains how returns, exchanges, and refunds work for both custom-made and standard furniture.

Made-to-Order / Custom Furniture

All sales of custom or made-to-order items are final. These pieces are created specifically to your specifications, including:

  • Custom dimensions and configurations
  • Personalized fabric, materials, colors, and finishes
  • Tailored design modifications

Important: Custom furniture cannot be returned for change of mind.

Exceptions: We will address issues in the following cases:

  • Manufacturing defects – faults in materials or workmanship
  • Shipping damage – items damaged during delivery
  • Order errors – item not produced according to agreed specifications

In these cases, we may repair, replace, or provide appropriate compensation.

Before Ordering Custom Furniture:

  • Review all measurements and specifications carefully
  • Request fabric or material samples when available
  • Ask questions about materials, dimensions, and customization options

Standard Furniture Items (Non-Custom)

Returns:

  • Only accepted for faulty or damaged items under Australian Consumer Law
  • Items cannot be returned for change of mind once inspected by the customer or a representative
  • Claims must be submitted within 7 days of delivery

Reporting Faulty or Damaged Items:

We may offer:

    • Repair or replacement
    • Partial or full refund if repair/replacement is not suitable

Refunds:

  • Issued via the original payment method

  • Processed within 3–7 business days once the item is received at our warehouse

Return Shipping:

  • If the item is faulty, damaged, or incorrect due to our error, CozyHaus Furniture will arrange and cover the return delivery.
  • If the item is being returned due to change of mind or customer preference, the customer is responsible for arranging and paying for the return delivery to our warehouse.
  • Free return pickup arranged by CozyHaus Furniture is available within the Sydney metropolitan area only. For locations outside Sydney, return transport is the customer’s responsibility.

Non-Returnable Items:

  • Floor stock
  • Clearance items
  • Custom or made-to-order items

Exchanges:

  • Only available if a product cannot be repaired or replaced with the same item
  • Not available for change of mind

Contact Us

If you have any questions, concerns, or need assistance with your order, please contact us at:

hello@cozyhausfurniture.com.au

We’re committed to ensuring your satisfaction and will respond promptly.