Refunds and Returns

Note: This item is NOT covered by our 14 day change of mind policy

We do not refund or exchange due to “change of mind”, however if items are defective or damaged, we will replace, refund or exchange items as appropriate. In a change of mind scenario at our discretion we may issue you with an exchange.  If a refund is applicable our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: (if applicable)

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery

Product Irregularities

Small irregularities and differences in shape, general dimensions, finishes and surfaces do exist with Cocolea items. These are hallmarks of unique craftsmanship of your piece and should not be considered as defects but as a sign of authenticity of the product and cherished as such.

It is a condition of the sale that you inspect the product carefully and advise us in writing as instructed below if there are any issues with your item as refunds will not be given for ‘change of mind’ and exchanges will incur shipping and other costs to return the item back to us.

Prior approval and arrangements must be obtained in writing from us before any returns can be made. Additionally, the product will only be accepted if returned in same conditions as it was out. Any claim on goods irrespective of the reason must be filed within 24 hours of receipt we are dedicated to resolving these in a fair and timely manner. Please email us at sales@abodehaven.com.au with your details.

If your claim is valid we will at our discretion repair or replace the defective product however no refunds are available. Where a third party delivery or collection of the goods by you from our warehouse or showroom locations is made, goods are deemed to be in correct condition and quantity and Abode Haven holds no liability on products taken.

By choosing this collection method you waive any right to make a claim on such goods and void product warranty where damage may be incurred from handling and transport by you, your contractor or representative.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at sales@abodehaven.com.au

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale or discounted items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item please contact us at sales@abodehaven.com.au to we can provide you with detailed instructions of where and how to send your items back. If you fail to contact us and obtain appropriate return instructions we will not be liable for any loss or damage of your items and all liability for such an incident will be your responsibility.

Shipping

To return your product, you should email us at sales@abodehaven.com.au so we can provide you with appropriate return instructions corresponding to your item.

In the instance that the product is not due to a damaged or defective item you are responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee or accept liability if your item is lost or damaged.

Shipping Policy

How do we quote on shipping (if applicable)?

• If you get to checkout and your shipping method says "Please Contact Us For A Quote" then either your area is too rurual/regional or the item is too bulky/fragile to provide an accurate shipping cost at checkout.
• Please email us with the item you wish to purchase, your full delivery address, name and contact number and we'll get back to you within 48 hours with a shipping quote

What is an Oversized item?

Oversized items are items that cannot be delivered by standard Australia Post services, due to size or weight. Items include most furniture, some rugs & larger homewares pieces over 50kgs

Oversized items also require additional man power, unpacking and set up therefore standard freight cannot be used.

Custom Furniture

Once your custom order has been placed in-store or online, please allow 12-14 weeks from date of order to delivery. Please note, if you live in a more rural area, delivery may take longer.

If an order has a Custom Furniture & another furniture/oversized item, the other item will not be shipped out until the Custom Furniture is ready for shipping. This means you will have to wait 12-14 weeks to receive your custom furniture plus normal furniture or oversized items all at once.

Peak Periods

Please note, during the festive season orders may take slightly longer to deliver, due to high order volumes. We will always endeavour to ship your items as soon as possible.

Warranty

We offer a 24 month (residential use) manufactures warranty from date of purchase, however we do not cover any faults related to wear and tear (e.g. surface scratches, dents, chips, marks, accidental breakages) or deliberate and negligent damage.

Additionally, you must be able to demonstrate that you have taken all reasonable measures to care for the items as outlined in our product care guidelines.

Any deviations from our product care guidelines will void your warranty as this could compromise your item.

Settling of product cushion/filling is an expected part of wear and tear for polyester fibers, leather and other upholstery. Damage of coverings and our products in any way due to improper use of use of chemicals and non-recommended products as well as discoloration due to sunlight, or transference of ingredients contained in body products, dyes, perspiration and pets is also excluded.

Finally any repairs by you or anyone else not recommended by us to the goods are also exempt from our warranty. Product Care Guide Lines: refer to website, if breached then warranty will be voided.