Returns

What is your Return Policy?


RETURNS

30 day returns

We want you to love the products you buy from us. If you change your mind, you may return it to us within 30 days of the date you received it, no questions asked.

You will be responsible for all shipping charges to facilitate a change of mind return. If you change your mind, we will provide you with a store credit voucher in an amount equal to the price you paid for the product, less all shipping costs. Please note we do not offer refunds for change of mind returns unless you included Purchase Protection during checkout.

You must lodge a return request via the 'My Account' page, select 'Get Help'. Alternatively, you can contact us with your name and order number and our customer care team will arrange the return for you.

Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.

Non-returnable items excluded from all change of mind returns include: 

  • Products described as "made to order"
  • Mattresses, bedding and pillows
  • All forms of clearance stock (e.g. warehouse, showroom, floor stock etc.)
  • Clearance items
  • Personalised items
  • Gift Cards
  • Orders for commercial or non-domestic use

 

Within 5 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. The return shipping cost is the same as the initial delivery fee.

Store credit voucher codes will be valid for one (1) year from the date of issue.

If you purchase an item with promotional shipping (discounted or free shipping) and you return it because you change your mind, we will deduct the actual shipping costs from your store credit voucher. Both the cost of shipping the item to you and the cost of the return shipping to the warehouse will be deducted.

We will not accept returns delivered in person to our offices or warehouse facilities.


Damaged in transit

Unfortunately items are occasionally damaged in transit.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to: 

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or our supplier

 

If we require you to return the product to us, we will pay the cost of the return.


Wrong item delivered

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you

Faults and Warranty Claims

Temple & Webster warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law.

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example we may arrange one or a combination of the following:

  • Send you any missing parts or components
  • Suggest a method self repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Replace the product (subject to availability)
  • Offer you an alternative product
  • Offer a partial or full store credit voucher or refund

 

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 goods fail to be of acceptable quality and the failure does not amount to a major failure.

This Faults and Warranties policy does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

 


Freight Protection

For extra peace of mind, at a small cost, we offer Freight Protection. Our Freight Protection option provides extra protection for your order in the unlikely event an item is lost or damaged beyond repair during transit. We'll send you a replacement at no additional cost to you (or give you a store credit voucher or refund if a replacement cannot be provided, including shipping costs). Freight Protection can be purchased at checkout.

Determining if an order or item is lost in transit Temple & Webster will determine whether an order or item is deemed lost in transit at its sole discretion. We will conduct an investigation and attempt to find and deliver all item(s) and an item cannot be claimed to be lost in transit if: 

  • The delivery address is incorrect or unclear
  • The tracking information for the shipment is showing it is in transit (or other such status that defines the item as yet to be delivered)
  • The item was accepted or left at the delivery address according to the instructions supplied to the carrier

 

Determining if an order or item is damaged in transit our normal Damaged in Transit policy and processes apply.

We reserve the right to refuse a claim under our Freight Protection policy in circumstances where we believe that the item is not lost in transit, or the item has been delivered.


Cancellations

You may cancel an order, or part thereof, only before it has been dispatched to you, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them. Products described as 'made to order' cannot be cancelled.


Exchange

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order.


Your consumer rights

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.


Our rights

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.