Refunds & Returns 

Refunds:

To commence a return in accordance with these Terms and Conditions, customers must reach out to Abode Haven using the contact information furnished on the 'Contact Us' page, email us at sales@abodehaven.com.au or phone us at 02 7259 3753. When submitting a claim, please furnish the following details:

• Your Name
• Invoice/order number, with the option to attach the invoice if available
• Product name
• A photograph of the damaged product or any item discrepancies, clearly presenting and describing the fault or basis for the claim

Managing Claims for Faulty Products

Claims related to defective or faulty products will be handled by Abode Haven on a case-by-case basis, with distinct remedies offered for major or minor faults. Major faults encompass issues that cannot be remedied, whereas minor faults are typically reparable.

Return Packaging Guidelines

Returned merchandise must be presented in its original packaging, inclusive of all accessories and components. For returns due to a change of mind, the product must be in brand new, unopened, and resaleable condition.

Cancellation Before Shipment

In the event of order cancellation prior to dispatch, the ensuing terms apply:

• For regularly stocked items, you will be issued a store credit or refund subject to clause 4.4
• For custom-made products, specifically crafted for your order, your non-refundable deposit will be forfeited, and you will have no further claim or entitlement to the cancelled product.
• For customer made product, specifically crafted for your order, if you have paid in full, your payment will be forfeited and you will have no further claim or entitlement to the cancelled product

Returns Due to Change of Mind

Returns due to change of mind are generally not permitted. A change of mind return request is subject to an approval process and must be made within 30 days of purchase. If approved a 20% restocking fee applies and the product must be:

• In brand new, resaleable condition
• Returned in their original packaging (both internal and external)
• Unmarked and unused
• Unassembled or in the same state of assembly as originally delivered.
• Complete with all accessories and parts
• Of a product type that can be returned

Non-Returnable Product Types

• Include special, custom, altered, kit with components and ‘off the shelf’.
• Some of our products may be customised and made to your specifications, altered by means of permanent adjustment to your preference, built to your specifications using a sales kit combining two or more distinct components, or a complete product ‘off the shelf’.
• A product may appear to be offered as an ‘off the shelf’ product, but may actually be a combination of custom, altered or kit with components.
• Once a custom or altered product is created it cannot be cancelled or returned.
• Products consisting of sales kit components can only be returned if they remain in strict accordance with this clause (7.5)
• Kit components may include seat pads, frames, cushions, chair legs, table legs, table tops with various colours.

Return Freight

Abode Haven can arrange return freight under the following circumstances:

• At the customer's expense for change of mind returns.
• At our expense for faulty or damaged products. Faulty products should be suitably packaged in their original packaging, encompassing all accessories and components, and preferably disassembled or partly assembled to mitigate further damage during transit. Abode Haven assumes no responsibility for loss or transit damage for products not transported by Abode Haven, including those damaged during transit after customer collection. Return charges may be deducted from the credited amount to alleviate upfront expenses. Should a customer wish to return the product(s) to our warehouse at their expense, we will create a Return Slip for presentation to our warehouse team upon return.

Irreparable Damaged Products

Abode Haven will not retrieve products deemed, at our discretion, to be irreparably damaged or faulty beyond repair. In such cases, customers are accountable for the proper disposal of the products.

Return Address

All returned items must be dispatched to the following address: LEVEL Furniture Building 4, 29 Grange Rd Cheltenham 3192

Warranty

Abode Haven warrants to you, the original purchaser, all products for the period of 12 months from the date of purchase, to be free of manufacturer defects. This Limited Warranty is given only to the original purchaser, subject to all the terms and conditions below. This Limited Warranty is non-transferrable.

MODIFICATIONS TO THE PRODUCTS

This Limited Warranty does not apply to any products that have been altered by any person, dealer or company without the express written authorisation of Abode Haven.

ALL PRODUCTS

This Limited warranty does not apply to the merchandise that was, at any time, used as a floor sample or display model. All warranties, whether express or implied, cover only normal usage. No warranty, express or implied, applies to any condition resulting from misuse, abuse, delivery or transportation damage not arranged by Abode Haven, nor any condition resulting from incorrect installation, inadequate maintenance, cleaning or care.

CLAIM PROCEDURE

If a problem should arise that you feel is covered by this Limited Warranty, contact Abode Haven by phone or email referencing the relevant invoice number or your purchase order number and photographic evidence of said problem/s. Abode Haven reserves the right to require defective parts to be returned upon request.

DISCLAIMER

All items stained, painted or powder-coated black may show signs of wear and tear early on. This is considered normal wear and tear and needs to be considered before ordering. Solid wood is a natural product with natural and imperfect characteristics. Wood grains and stain tones will vary from each batch to another based on grain pattern and wood density. Although every effort is made to match these very different components as closely as possible, they will, from time to time not match perfectly. No other express warranty has been made or will be made on behalf of Abode Haven with respect to the furniture and its parts, or operation, repair, or replacement of the furniture and its parts. Furthermore, no representative of Abode Haven or its distributors or dealers is authorised to make any changes or modifications to this limited warranty. In no event shall Abode Haven be responsible for consequential or incidental damages such as loss of use, installation charges, re-installation charges, demolition charges, storage charges, inconvenience, loss or damage to personal property, whether indirect or direct, and whether arising in contract or tort. In no event shall Abode Haven’s responsibility exceed the purchase price of the product or its replacement.

Shipping

We ship any size, anywhere, Australia wide. Whether your delivery requires standard delivery as a Flat Pack 9am-5pm Mon-Fri to Curb side/Loading Dock or our fully assembled, installed and rubbish removal service.

Please note that some areas will require a shipping quote prior to the order being confirmed. 

In this case, Abode Haven will inform the customer that this is the case and won't authorise their payment until the shipping rate is agreed upon. If the customer wishes to proceed, the card will be chargred and if not, the order will be cancelled and the funds returned. 

Abode Haven reserves the right to charge an extra fee for regional, rural or difficult to access properties. In these cases the customer will be informed of the extra charge and can cancel and be refunded in full if they're not happy with the extra fee. 

NOTE: All delivery costs are based on 'curb-side' pickup. For heavier/bulky items, you may need to assist the delivery driver. If you cannot assist or if you wish to have your items brought inside the property, please contact us before ordering.