Returns
As we work with natural timber, please note that no two furniture items will ever be the same. We will try our best to accommodate your request, however there may be colour, character and size variations to what is displayed on our website and social pages.
As our items are all made to order or are custom-made, there are no refunds or exchanges for change of mind.
Change of mind
No returns will be accepted for change of mind.
Return in-store
You must present a satisfactory Proof of Purchase, ideally your tax invoice.
The item must be in saleable condition.
Return product in its original packaging.
Refunds will be issued in the same form of tender – i.e., credit card or Afterpay.
Returning an item purchased online to your nearest store will reduce wait times for your refund or exchange.
Return by post
The item must be in saleable condition.
Please provide a printed copy of your order confirmation. Email us, advising our team members that you are returning goods.
If returning product via post, you are responsible for the cost and risk of returning goods, including the cost of return shipping. We recommend you purchase postage insurance for high value items.
Damaged goods
In the unlikely event that your item has arrived broken or damaged, please contact us within three (3) business days of receipt date so we can assist you accordingly.
Upon inspection of the item, Living Timber reserves the right to not accept the refund or exchange request.
For refunds, please allow 3-5 business days for the payment to be processed and received in your bank account.
For exchanges, the shipping cost to return the item to Living Timber is to be paid in full by the customer. The cost of sending the replacement item is also at the customer’s expense.
Damaged in transit
Unfortunately, sometimes items are damaged in transit.
If an item arrives and the packaging or the item itself is obviously damaged, please take good, clear photos or a video of the damage, refuse to accept the delivery and contact us immediately.
If you notice that an item is damaged after it has been delivered to you, please take good, clear photos or a video of the damage and contact us within 3 business days of receiving your delivery.
The solution we offer will depend upon the circumstances. We will work with you to find an outcome that you’re happy with. We may do the following:
- Suggest a way to repair the product yourself (along with an offer of compensation to you)
- Arrange for a local tradesperson to repair it (along with an offer of compensation to you)
- Offer a refund, or a partial or full store credit voucher
- Replace the product (subject to availability)
- Arrange for the product to be returned to us or our supplier
Consumer guarantees
We are not required to provide a refund or replacement if you change your mind.
But you can choose a refund or exchange if an item has a major problem. This is when the item:
- Is unsafe
- Has a problem that would have stopped someone from buying the item if they had known about it
- Is significantly different from the sample or description
- Doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value. If the problem is not major, we will repair the item within a reasonable time. If it is not repaired in a reasonable time, you can choose a refund or replacement. Please keep your proof of purchase – e.g. your receipt.