Refund policy

The Couture Homewares Co.

Effective Date: 19th September 2026
Last Updated: 19th September 2026

This Returns & Exchanges Policy explains how The Couture Homewares Co. manages returns, exchanges, refunds, damaged goods, faulty products and incorrect orders.

The Couture Homewares Co. operates as an online retailer and may use third-party suppliers and dropshipping fulfilment partners located in Australia to store, dispatch and assist with the fulfilment of customer orders.

Nothing in this Policy is intended to exclude, restrict or modify any rights available to customers under the Australian Consumer Law.

1. Damaged, Faulty or Incorrect Products

If you receive a product that is damaged, faulty, defective, incorrectly supplied or otherwise has an issue, please contact The Couture Homewares Co. as soon as reasonably possible after receiving your order.

To assist us with assessing your claim, you may be required to provide:

Your full name
Your order number
Details of the affected product
A description of the issue
Clear photographs and/or videos showing the product and the issue
Photographs of the packaging
Photographs of the shipping label or delivery information where required

Customers should retain the product and its original packaging until the claim has been assessed and further instructions have been provided.

Depending on the circumstances and your rights under Australian Consumer Law, an appropriate remedy may include a repair, replacement, exchange, refund or other resolution.

2. Third-Party Dropshipping Suppliers

Some products purchased from The Couture Homewares Co. are fulfilled and dispatched directly by our third-party dropshipping suppliers.

Where a customer raises a return, replacement, exchange, damage or product-quality claim, we may need to provide relevant information to the supplier responsible for fulfilling the order so that the matter can be assessed and the appropriate return, replacement or resolution can be organised.

Information shared with the relevant supplier may include:

Customer name
Order number
Delivery details
Product information
Details of the issue
Photographs or videos supplied as part of the claim
Other information reasonably required to process the return, exchange, replacement or refund

This information will only be provided where reasonably necessary to manage the customer's order or claim.

Where appropriate, our dropshipping supplier or its associated supplier may assist with organising the return, replacement, exchange or collection of the product.

The Couture Homewares Co. will remain the customer's primary point of contact throughout this process unless otherwise advised.

3. Return Authorisation

Customers must contact The Couture Homewares Co. before returning any product.

Products must not be returned to the sender's address shown on the original parcel unless we specifically instruct you to do so.

As our products may be dispatched from different Australian suppliers or warehouses, the correct return address may differ from the original shipping location.

Once a return has been approved, we will provide the applicable return instructions and return address.

Unauthorised returns may be delayed, rejected or unable to be processed.

4. Change-of-Mind Returns

The Couture Homewares Co. is not legally required to provide a refund or exchange where a customer simply changes their mind.

However, we may accept eligible change-of-mind returns at our discretion, provided that:

You contact us within 14 days of receiving your order
The product is unused
The product is undamaged
The product is in its original condition
All original packaging is retained
Proof of purchase is provided
The product is eligible for return under the applicable supplier's return requirements

Change-of-mind returns are subject to approval before the product is returned.

Unless otherwise required by law, customers are responsible for all postage, courier or transportation costs associated with an approved change-of-mind return.

Original delivery charges are not refundable for change-of-mind returns unless otherwise agreed.

5. Non-Returnable Change-of-Mind Items

Unless otherwise required under Australian Consumer Law, change-of-mind returns may not be accepted for:

Clearance items
Final-sale items
Personalised or customised products
Made-to-order products
Products that have been used or assembled
Products that have been damaged after delivery
Products that are no longer in their original condition
Products without their original packaging
Products specifically identified as non-returnable

These exclusions do not apply where a customer is entitled to a remedy under Australian Consumer Law.

6. Exchanges

Where an exchange is requested, please contact us before returning the product.

Exchanges are subject to:

Product eligibility
Supplier approval where applicable
Stock availability
The condition of the returned product
Any rights available under Australian Consumer Law

Because some products are fulfilled by third-party suppliers, a direct exchange may not always be available.

Where an exchange cannot be processed directly, we may arrange for the original product to be returned and provide another appropriate solution, which may include issuing a refund and allowing the customer to place a new order.

7. Return Shipping Costs

Where a product is returned because of a change of mind, the customer will generally be responsible for the return shipping costs.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law, return shipping costs will be handled in accordance with the customer's legal rights and the circumstances of the claim.

Customers should not arrange their own return shipping for faulty or damaged products unless instructed by us.

8. Refunds

Where a refund is approved, we will notify the customer once the claim or returned product has been assessed.

Approved refunds will generally be issued to the original payment method used to place the order, unless otherwise agreed or required by law.

Once a refund has been processed by The Couture Homewares Co., additional processing time may apply before the funds appear in your account. This will depend on your bank, card issuer or payment provider.

9. Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, customers may be entitled to choose between certain remedies available under the Australian Consumer Law.

If a product has a minor problem, the retailer may be entitled to provide an appropriate remedy within a reasonable period.

Nothing in this Returns & Exchanges Policy limits any statutory rights or remedies available to customers under Australian law.

10. Supplier Assessment and Processing Times

Because some returns and claims require assessment by our third-party dropshipping suppliers, processing times may vary depending on:

The nature of the claim
The information provided
The supplier responsible for fulfilling the order
Stock availability
Courier or collection arrangements
Whether further information is required

We will communicate with the relevant supplier on the customer's behalf and provide updates where appropriate.

11. Customer Responsibilities

Customers are responsible for ensuring that:

Accurate information is provided when submitting a return or claim
Requested photographs, videos or supporting information are supplied
Products are kept safe while a claim is being assessed
Products are packaged securely if a return is required
Return instructions provided by The Couture Homewares Co. are followed

Failure to follow return instructions may result in delays in processing the return.

12. Privacy and Information Sharing

Personal information provided in connection with a return, exchange, replacement or refund may be shared with our third-party dropshipping suppliers and, where necessary, their suppliers or fulfilment partners.

Information will only be shared where reasonably necessary to: