Refund policy

 

My Home Design Exchange and Return Policy

At My Home Design, we want to ensure your complete satisfaction with your furniture purchases. Please review our policy below to understand your options for returns, exchanges, and your rights under Australian Consumer Law.

To Be Eligible for a Return

  • Your item must be in the same condition that you received it — unused, with tags, and in its original packaging.

  • A valid receipt or proof of purchase is required.

  • All return claims must be lodged within 48 business hours of receiving your order.

  • Original shipping costs are non-refundable, and return shipping costs are the responsibility of the customer.

To start a return, contact us at customercare@myhomedesign.com.au. If your return is accepted, we’ll send you a return shipping label (which you are responsible for printing), along with instructions on how and where to send your item. Items returned without prior authorisation will not be accepted.

Change of Mind

We do not offer refunds, exchanges, or returns for change of mind on furniture products, including for unshipped orders. All furniture sales are final once an order has been placed.

For décor items purchased through our online store, a return may be accepted within 30 days of purchase, provided that:

  • The item is returned in its original, unopened, and sealed packaging.

  • It is unused and in perfect condition.

  • A valid proof of purchase is provided.

Excluded Products

The following items are excluded from our change-of-mind return policy:

  • Upholstered or made-to-order furniture products

  • Custom-made, pre-order, or personalised products

  • Clearance or sale items

  • Products sold as seconds or with known defects disclosed at time of purchase

  • Gift cards

Damages and Issues

Please inspect your items upon delivery. If you receive a defective, damaged, or incorrect product, you must notify us within 24 hours of delivery at customercare@myhomedesign.com.au.

Please include:

  • Photos clearly showing the issue (including the packaging if applicable)

  • A brief description of the damage or defect

We will assess your claim and advise whether it has been accepted or rejected, based on the evidence provided.

Failure to report damages within 24 hours may void any applicable transit insurance policies.

Product Variations

While we strive for accuracy, please note that colours, textures, and wood grain may vary slightly from product photos due to natural material characteristics and screen settings. These natural variations are not considered faults.

Product Measurements and Delivery Access

All product dimensions are listed to help guide your purchase. Before ordering, please:

  • Confirm the item will fit your space

  • Measure all access points including doorways, lifts, stairwells, and hallways

If delivery fails due to access issues, refunds or returns will not be offered. If unsure, contact us before purchasing.

Custom and Special Orders

Custom, made-to-order, and special-order items enter production immediately and cannot be cancelled, returned, or changed once production has begun. These require full payment in advance and are strictly non-refundable after production has commenced.

Production and Shipping Timeframes

All timeframes provided for pre order, custom made and special order items are estimates only. Variations may occur due to supplier schedules, material availability, international shipping delays, customs processing or other factors outside of our control.

Delays in production or shipping do not constitute grounds for cancellation or a refund for custom made, pre order or made to order items. These items are produced specifically for each customer and therefore cannot be cancelled, refunded or returned once production has commenced.

In the event of an unforeseen delay, My Home Design will keep you updated and offer reasonable solutions such as store credit, an alternative product or partial refund options that reflect the costs already incurred in production and logistics.

Exchanges

We offer exchanges only in the form of store credit vouchers under these conditions:

  • The item is unused and in original condition

  • All original tags, labels, and packaging are intact

  • The exchange request is made within 30 days of purchase

Store credit can be used on future purchases at My Home Design.

Refunds

We honour your rights under Australian Consumer Law. If an item is confirmed to be faulty, damaged, or not of acceptable quality, you may be entitled to a refund, repair, or replacement depending on the nature of the issue.

Refunds are not offered for change of mind or for items excluded under our returns policy.

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for other reasonably foreseeable loss or damage

  • A repair or replacement if the product fails to meet acceptable quality and the issue is not a major failure

Discounts and Pricing

Discounts are applied at checkout and cannot be backdated. We do not guarantee the availability or accuracy of discounts beyond 24 hours after the time of purchase. Please review all pricing and discounts carefully before finalising your order.

Contact Us

If you believe you have a valid claim or concern, please contact us at customercare@myhomedesign.com.au. We are here to assist and will respond as quickly as possible.


By placing an order with My Home Design, you acknowledge and agree to the terms outlined in this policy, in accordance with your rights under Australian Consumer Law.