Refund policy

WARRANTY AND REFUND POLICY

At Olive Homeliving, we are committed to providing high-quality furniture designed for everyday living. Our Warranty and Refund Policy complies with the Australian Consumer Law and is designed to ensure fair treatment for both customers and our business. Please review the following terms carefully before making a purchase.

1. PRODUCT WARRANTY

1.1 Warranty Coverage

General Furniture (e.g. Sofas, Bed Frames, Dining Sets):

  1. Coverage: 1-year structural warranty.
  2. Exclusions: Cosmetic imperfections, normal wear and tear (including body impressions), and damages resulting from misuse.

Mattresses:

  1. Coverage: 2-year structural warranty (springs and foam only).
  2. Exclusions: Fabric, surface cover, and issues arising from improper care or use.

1.2 Warranty Conditions

  1. The warranty applies to residential use only.
  2. Proof of purchase is required for all warranty claims.
  3. Warranty is valid from the original date of delivery, not renewed after replacement or repair.

2. ISSUE REPORTING & WARRANTY CLAIMS

2.1 Reporting Process

  1. All issues must be reported via email within the designated timeframe.
  2. Include clear photos or videos, order number, and a description of the issue.

2.2 Missing Parts

  1. Must be reported within 3 business days of delivery.
  2. We will supply the missing part promptly at no cost.

2.3 Faulty Items Within Warranty

Depending on the nature and severity of the issue, we may take the following actions:

a. Spare Parts Replacement

  1. Free replacement of faulty parts.
  2. Small items: Available for in-store pickup 7 days/week.
  3. Bulky items: Delivered within 3–7 business days.

b. Customer Self-Repair

  1. If feasible, we provide repair guidance and a partial refund as compensation.

c. On-Site Repair

  1. For applicable structural faults, we may send a technician to your home at no cost.

d. Product Replacement

  1. If repair is not viable and the issue is major, a full product replacement will be offered.
  2. If the identical item is unavailable, a similar item of equal value or a partial refund (less depreciation) will be offered.

3. WARRANTY EXCLUSIONS

The following situations are not covered under warranty:

  1. Normal wear and tear, including softening of cushions and minor body impressions.
  2. Improper use, including rough handling or use beyond intended residential purposes.
  3. Assembly errors or failure to follow care instructions.
  4. Surface or packaging-only damage that does not affect function.
  5. Transport or moving damage not handled by Olive Homeliving.
  6. Commercial or non-residential use (e.g., Airbnb, staging).
  7. Natural variations in timber grain, color, or texture.

4. DELIVERY OUTSIDE MELBOURNE METRO

  1. Customers must inspect all items before signing for delivery.
  2. In case of visible damage:
  3. Refuse the package and take photos.
  4. Report the issue to us within 3 business days.
  5. Olive Homeliving is not responsible for damage reported after this period.

5. INCORRECT ITEMS DELIVERED

If you receive the wrong item:

  1. Notify us within 3 business days.
  2. Item must remain in original packaging and unused.
  3. We will arrange prompt pickup and redelivery of the correct item at no cost.

6. RETURN & REFUND POLICY

6.1 Damaged or Faulty Goods

Inspection Upon Delivery:

  1. Inspect your product immediately.
  2. Notify us of any visible or functional defects within 7 days.

Major Defects:

  1. Items deemed unsafe or not fit for purpose may qualify for full refund or replacement.

Minor Defects:

Issues that do not materially affect use or durability will be assessed individually. Remedies may include:

  1. Replacement parts
  2. Repairs
  3. Partial refund or discount
  4. Paint or touch-up solutions

6.2 Change of Mind

We do not offer refunds or exchanges for:

  1. Change of mind
  2. Incorrect selection
  3. Subjective comfort or style preferences
  4. Gift returns

We strongly recommend viewing the item in-store before purchase.

6.3 Natural Imperfections

  1. Timber and fabric products may exhibit natural and batch-to-batch variations.
  2. These characteristics are not faults and do not qualify for return or replacement.

7. MATTRESS WARRANTY

Coverage:

  1. 2-year warranty for core structural components (springs, foam).
  2. Excludes cover fabric and zippers.

Warranty Void If:

  1. No mattress protector is used and stains are present.

  2. Damage results from jumping, standing, or improper handling.

  3. Coconut fibre or border springs are bent during forced installation.

  4. Normal body impressions (up to 3cm pillowtop / 5cm Euro top).

  5. Handles are used to lift entire mattress (they are for adjustment only).

8. GENERAL TERMS

  1. All measurements are approximate; a margin of ±2cm is standard.
  2. Color discrepancies due to lighting or screen display are not considered faults.
  3. We reserve the right to amend errors in product information or pricing.

CONTACT INFORMATION

Customer Support: Email: hello@olivehomeliving.com.au

Thank you for choosing Olive Homeliving. We are committed to providing exceptional quality and service.