Refund & Cancellation Policy

Cancellation Period / Time Frame

Any in-stock order canceled before shipment will be accepted with a 10% cancellation fee. Refunds will be processed to your bank account within 14 business days.

Return Exclusions

Unfortunately, we do not offer returns or changes of mind for mattresses or demo item sales.

Damaged or Defective Products

Broken or damaged parts will be replaced with new parts within 7–15 business days. If damage occurs during shipment, please note the damage on the delivery acceptance form and notify us within 24 hours, including package and product damage photos. If evidence is not provided, FurnitureX will not be responsible for the claim.

Change of Mind after Purchase

Change of mind within 10 days of receiving the product is acceptable if the item is packed in the original packaging and in good condition. Refunds will exclude a 10% restocking fee and shipping charges. Processing time: 14 business days.

Warranty

We offer a 2-year structural warranty (terms apply). Any damage due to improper installation voids the warranty. If damage occurs, the customer must cover repair or replacement costs.

Report any damage within 24 hours of delivery with photo proof to be eligible for insurance claims.

Replacement Spares

Replacement spares are sent free of charge, subject to stock availability. If not available locally, overseas replacements may take up to 12 weeks.

Customer Satisfaction

If you are dissatisfied with your order for any reason, please contact us before opening a dispute. Your satisfaction is our top priority, and we will do our best to resolve your issue.

Pre-order Cancellation

Pre-orders canceled before shipment will incur a 10% fee. Once production has started, cancellation will result in a 50% refund. If shipment delay exceeds 6 months, a full refund will be provided.

In-stock Order Cancellation

Orders processed within one business day can be canceled before shipment for a full refund.

Order Cancellation by FurnitureX

FurnitureX reserves the right to cancel any order at any time, with full refunds issued promptly.

Delivery Details

We ship Australia-wide. Note that carriers do not deliver large items to PO Boxes. Please provide your complete street address to avoid delays.

Shipping & Delivery Times

In-stock items are dispatched within 2 business days. Delivery estimates:
• Sydney, Melbourne, Brisbane, Adelaide: 5–10 business days
• Perth: 7–10 business days
• Other regions: up to 10 business days after dispatch

Heavy Items (Above 25kg)

Products above 25kg are delivered to the ground floor only. Please arrange assistance in advance to avoid inconvenience.

Refund Notification

Contact us via email, phone, or live chat for refund requests. Refunds are processed within 15 working days after successful product return and verification (excluding shipping costs).