Refund and Returns Policy

REFUND AND RETURNS POLICY

REFUNDS

Customer satisfaction is paramount to us. To make sure that our customers love the Era House experience, we ensure that our Terms and Conditions are in line with that of NSW Governments Department of Fair Trading. Our refund policy is fully compliant with Australian Consumer Law. Our commitment is to ensure you are happy with our service and our product, so in special cases we may make exceptions in your favour.

By consumer law, you may be entitled to a refund or repair or exchange or a credit if the products you have bought are:

  • Significantly different to those shown or described to you.
  • Not doing what they are supposed to do.

We do not refund for change of mind.

Era House holds the right to issue a refund and accept a stock product return outside reasons stated above.  A restocking fee of 20% of the product value plus collection costs will apply on such returns.

 

METHOD OF PAYMENT OF REFUNDS

You accept that all refunds will be provided to you by electronic funds transfer to your nominated account or in any other way decided at the discretion of Era House Furniture and Decor.

 

RETURNS

 

RETURNING DAMAGED PRODUCTS

Check your delivery as soon as it arrives. If you are signing for a receipt from the 3rd party courier, inspect the carton first and if it looks like it is damaged, make a note of this on the couriers copy of the receipt. Failure to do so may negate your ability to make a claim.  Approved returns would be collected from their original delivery address.

Return address:  Kennards Storage, Care of Era House Furniture and Décor, 2 Parramatta Road, Homebush, New South Wales 2140.

RETURN REQUIRED DUE TO MANUFACTURERS FAULT OR FLAW

Should you detect a manufacturers fault with your item you must notify us in writing, accompanied by photos and proof of purchase to assist@era-house.com.au within 24 hours of accepting delivery. You may be entitled to a full refund, replacement, repair, or compensation. Approved returns will be collected from their original delivery address.

In some cases, return shipping may be at the buyer’s expense and such expenses may be refunded at the discretion of Era House Furniture and Décor upon inspecting returned goods.

Should the customer be required to return the goods for further inspection, goods need to be shipped in protective packaging. Goods damaged or further damaged in return shipping, will not be refunded.  Once we have confirmed the fault, we will refund both the cost of the item and the shipping costs or provide a replacement item.

Any item that is returned used or has been damaged after receipt by the customer will not be accepted for refund.

Our pieces are hand-crafted and hand-finished to provide the unique Era House Furniture and Decor look and may vary in measurement, texture and finishing colour. We do not consider minor measurement difference or slight colour variations flaws. As timber is a natural product, each piece may be different and vary over time with exposure to light and use. Natural imperfections are normal and may include knots, grain and surface texture and distressed highlights in different areas.

 

Information and disclaimer on our wood products

Wood is a natural product that responds to temperature and humidity variations by expanding and contracting. Sometimes these changes may be noticeable in the physical appearance of the product over short or long periods of time. Although every care is taken to ensure our products are able to handle temperature and humidity changes, the conditions of your home can affect the wooden products you buy from us. We advise you to keep the product in consistent, stable conditions to minimise the effects of temperature and moisture change in the atmosphere. For example, avoiding placing the product close to a heat sources such as a radiator or oven will go a long way to ensuring the longevity of the product.

 

GOODS DAMAGED BY YOU AND NATURAL WEAR AND TEAR

We will not accept the return of goods that are damaged by you (accidentally or otherwise) or due to natural wear and tear following delivery.

INCORRECT DELIVERY

Please contact Era House Furniture and Decor within 24 hours of the delivery of an incorrect item. We will arrange for the collection of the incorrect item and delivery of the correct item. You will not incur any additional costs in this circumstance. Your replacement item will be delivered to you within the normal delivery time frame for that item.

CANCELLATIONS

Any cancellations must be submitted to Era House Furniture and Decor in writing to assist@era-house.com.au.

If you decide to cancel your bespoke order and production of your goods have not started, we will refund you in full less any transaction costs and bank fees incurred by Era House Furniture and Décor.

If you cancel your bespoke order at any point after production has started, a cancellation fee of 50% of the total order value will apply.

Bespoke or special ordered goods i.e. bespoke customer design or sizes, standard and non-standard paint finish or any upholstered items, are non-refundable if cancelled, unless the item proved to be faulty.

Our pieces are hand-crafted and hand-finished to provide the unique Era House Furniture and Decor look and may vary in measurement, texture and finishing colour. We do not consider minor measurement difference or slight colour variations flaws. As timber is a natural product, each piece may be different and vary over time with exposure to light and use. Natural imperfections are normal and may include knots, grain and surface texture and distressed highlights in different areas.

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Australia-Wide Delivery

Secure Shopping

Custom Made

Quality Assured

Design Advice

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