Refund Policy

Refund & Returns Policy (Australia)

This policy applies in addition to your rights under the Australian Consumer Law (ACL).

We want you to be completely satisfied with your purchase. If for any reason you’re not happy, you may return your order within 30 days of receiving it (change-of-mind policy).

Eligibility for a Return (Change of Mind)

The item must be unused, unwashed, and in the same condition you received it.
It must be free from hair, dust, odours, stains, or other signs of use.
All original packaging, tags, and inserts should be included (not required for ACL faulty returns).
Please provide proof of purchase (e.g., your order confirmation email).

To start a return, please email us at info@thesofacovercrafter.com.

We’ll provide instructions on how and where to send your parcel. Items sent back without prior authorisation will not be accepted.

If your order hasn’t arrived, please contact us so we can investigate and provide an appropriate remedy where required under the ACL.

Restocking & Hygiene Fee (10% for Change of Mind)

All approved change-of-mind returns are subject to a 10% restocking fee, deducted from the refund.

Because our products are sofa covers and home textiles, every returned item must undergo professional cleaning, disinfection, inspection, and repackaging before it can be safely resold. This ensures each product is clean, hygienic, and free from bacteria, allergens, or contaminants. Even small traces of pet hair, dust, or odour can render a product unsellable. The fee helps us maintain these strict hygiene and safety standards.

This fee does not apply to returns where you are entitled to a remedy under the ACL (e.g., faulty, unsafe, or not as described).

Damaged, Defective or Incorrect Items (ACL)

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, we ask that you notify us within 48 hours of the carrier marking the parcel as delivered by emailing info@thesofacovercrafter.com with clear photos of the issue. This helps us resolve matters quickly.

Note: your rights under the ACL are not limited by this 48-hour request. You can still make a claim within a reasonable time if the product fails to meet consumer guarantees.

If your item fails to meet a consumer guarantee, we will provide an appropriate remedy in line with the ACL (repair, replacement or refund). Where the failure is major, you may choose a refund or replacement.

Return Postage & Delivery Costs

Change-of-mind returns: the customer pays return postage.
Faulty/ACL returns – small/easy-to-post items: please keep your postage receipt; if we confirm a problem under the ACL, we will reimburse reasonable return costs.
Faulty/ACL returns – bulky/heavy items: we will arrange and cover collection/return within a reasonable time.

Non-Returnable Items (Change of Mind)

Custom-made or personalised items (except as required under the ACL)
Sale or clearance items (except as required under the ACL)
Gift cards
Items showing signs of use, washing, contamination, or odour

Exchanges

If you wish to exchange a product, the quickest option is to return the original item (subject to approval) and place a new order for the desired item.

Refunds & Processing Time

Once we receive and inspect your return, we’ll email you to confirm the outcome. If your change-of-mind return is approved, we’ll refund to your original payment method, minus the 10% restocking fee and any applicable shipping charges.

Our processing time: typically 3–5 working days after approval.
Your bank/payment provider: may take an additional 5–10 working days to post the funds.
Refunds for ACL remedies will be provided within a reasonable time after we agree on the remedy and receive any required return.

Need Help?

Questions about returns, exchanges, or ACL remedies? Contact us at info@thesofacovercrafter.com.