Returns and Refunds Policy

FUCHIA — Returns and Refunds Policy

Last updated: 3 October 2026

1. Our Commitment

At FUCHIA, we want our customers to be satisfied with their furniture purchases.

This policy explains how to request a return, refund, replacement or other remedy.

This policy operates alongside your rights under the Australian Consumer Law. It does not remove or limit any rights that cannot lawfully be excluded.

2. Products That Are Faulty, Damaged or Incorrect

If your product arrives damaged, is faulty, does not match its description or otherwise fails to meet an applicable consumer guarantee, please contact us as soon as possible.

Please provide:

  • Your order number

  • The product name

  • A description of the problem

  • Clear photographs or videos, where relevant

  • Details of any damage to the packaging

We will assess the issue and explain the next steps.

Depending on the nature of the problem and your rights under Australian Consumer Law, you may be entitled to a repair, replacement, refund or another remedy.

We will not treat a manufacturer's warranty or this returns policy as a replacement for your statutory rights.

3. Change-of-Mind Returns

If you change your mind about a purchase, a return is not automatically required by Australian Consumer Law.

FUCHIA's proposed change-of-mind policy is as follows:

  • Contact us within 14 days of receiving your order to request a return.

  • The product must be unused, unassembled and in its original condition.

  • All original packaging, accessories, manuals and components must be included.

  • You must obtain return approval and instructions from our customer service team before sending an item back.

  • Return delivery costs are the customer's responsibility for approved change-of-mind returns, unless otherwise agreed.

Because furniture can be large, heavy or difficult to transport, please contact us before arranging return freight.

Important: Confirm that FUCHIA can support this 14-day change-of-mind arrangement before publishing this policy. Any approved change-of-mind return remains subject to applicable law and the specific circumstances of the order.

4. Items That May Not Be Eligible for Change-of-Mind Returns

Subject to your statutory rights, change-of-mind returns may not be accepted for:

  • Furniture that has been assembled, installed or used

  • Products damaged after delivery through misuse or improper handling

  • Products missing components, accessories or original packaging

  • Custom-made or personalised items, where the exclusion is lawful and was properly disclosed

  • Products returned without prior approval

These exclusions do not apply where they would unlawfully restrict a customer's rights under Australian Consumer Law.

5. How to Request a Return

To request a return:

  1. Email [Insert your customer service email].

  2. Include your order number and the product you wish to return.

  3. Explain the reason for the return.

  4. Attach photographs or other relevant evidence if the product is damaged, faulty or incorrect.

  5. Wait for our response and return instructions before sending the product.

We will assess your request and explain the available options.

Please do not send furniture to an address without receiving return instructions.

6. Return Shipping and Collection

For approved change-of-mind returns, the customer is responsible for arranging and paying for return delivery unless otherwise agreed.

For products affected by a failure to meet a consumer guarantee, responsibility for return transport, collection or other reasonable costs will be handled in accordance with applicable law and the remedy available.

Due to the size and weight of furniture, collection may need to be arranged through a suitable furniture transport provider.

Please contact us before arranging transport so we can confirm the appropriate process.

7. Refunds

If a refund is approved, we will advise you of the amount and processing arrangements.

Where practicable, refunds will be issued to the original payment method unless another method is agreed or required.

The time it takes for funds to appear in your account may depend on your bank or payment provider.

Where a refund is required under Australian Consumer Law, it will be handled in accordance with the applicable legal requirements.

8. Exchanges and Replacements

If you receive an incorrect, damaged or faulty item, contact us with your order details and supporting information.

Where appropriate and available, we may arrange a replacement, repair, exchange or another remedy consistent with your consumer rights.

Change-of-mind exchanges are subject to product availability and our approved return arrangements.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

We will check whether the order has been processed, dispatched or allocated for delivery.

If the order has already been dispatched or delivery arrangements have commenced, cancellation may require additional steps.

Any applicable cancellation rights and remedies under Australian Consumer Law remain unaffected.

10. Products Damaged After Delivery

Please handle, assemble and care for furniture according to the supplied instructions.

Damage caused after delivery by misuse, incorrect assembly, accidents or improper handling may not qualify for a remedy under consumer guarantees.

However, each case will be assessed according to the circumstances and applicable law.

11. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law where doing so would be unlawful.

A product that has a major failure may entitle a consumer to choose a refund or replacement, along with any other applicable remedies. For other failures, the appropriate remedy depends on the circumstances and the law.

A change-of-mind policy does not affect these rights.

12. Contact Us

For returns, refunds, replacements or order cancellation enquiries, please contact:

FUCHIA Pty Ltd
ABN: 98 702 256 862
Email: hello@fuchia.com.au
Website: https://www.fuchia.com.au/

Please include your order number and a clear explanation of the issue so we can assist you.