Return & Cancellation Policy

At Neo Furniture Australia, we want you to shop with confidence. We work with trusted supply partners across Australia to deliver quality furniture. Because many products are shipped directly from our suppliers, please read the following Return & Cancellation Policy carefully.

1. Change of Mind Returns

We accept change-of-mind return requests subject to the conditions below.

To be eligible:

  • Request must be made within 7 days of delivery

  • Item must be:

    • Unused

    • In original packaging

    • Unassembled

    • In resaleable condition

  • Proof of purchase or order confirmation is required

Please note:

  • Return shipping costs are the customer's responsibility

  • Original shipping charges are non-refundable

  • A restocking fee of up to 15% may apply depending on supplier terms

  • For hygiene-sensitive or clearance products, returns may not be accepted unless the item is faulty

2. Damaged, Faulty or Incorrect Items

If your item arrives:

  • Damaged

  • Defective

  • Missing parts

  • Incorrect

Please contact us within 48 hours of delivery at info@neofurniture.com.au.

Include:

  • Order number

  • Photos and/or videos of the packaging and item

  • Description of the issue

Once reviewed, we may offer:

  • Replacement

  • Parts replacement

  • Repair assistance

  • Refund

If supplier inspection confirms the fault, Neo Furniture Australia will cover the replacement or refund costs.

3. Cancellation Before Dispatch

Orders may be cancelled before dispatch.

If cancelled before supplier processing or shipping:

  • A full refund will be issued to the original payment method

Once an order has been packed or dispatched:

  • Cancellation may not be possible

  • The Return Policy will apply instead

4. Cancellation After Dispatch

Once an order has shipped:

  • Courier charges have already been incurred

  • Supplier processing may be complete

If a cancellation is accepted:

  • Return freight charges will apply

  • Supplier restocking fees may apply

Refunds will be processed after the goods have been returned and inspected.

5. Delivery Refused or Failed Delivery

If delivery is refused or cannot be completed due to:

  • Incorrect address details

  • No safe or reasonable access

  • Repeated failed delivery attempts

Additional freight and/or redelivery charges may apply.

6. Refund Processing

Approved refunds will be issued to the original payment method.

Estimated processing times:

  • Credit/Debit Card & Shopify Payments: 3–10 business days

  • Processing times may vary depending on your bank or payment provider

Shipping charges are non-refundable unless the item is faulty or an error occurred on our behalf.

7. Non-Returnable Items

We may not accept returns for:

  • Assembled furniture

  • Made-to-order or custom items

  • Clearance or sale items

  • Items damaged through misuse

  • Products without original packaging

  • Hygiene-sensitive products

8. Supplier-Direct Shipping

As we use dropshipping and supplier-direct fulfilment partners:

  • Return approval may require supplier confirmation

  • Some returns may need to be sent directly to a supplier warehouse

  • Return addresses may differ from the original shipping address

Please contact us before sending any item back.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

You are entitled to:

  • A replacement or refund for a major failure

  • Compensation for any other reasonably foreseeable loss or damage

  • Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

For more information, visit the Australian Consumer Law consumer guarantees guidance.

10. Contact Us

Neo Furniture Australia

Email: info@neofurniture.com.au

Website: www.neofurniture.com.au