Refund policy

Your rights under Australian Consumer Law

Nothing in this policy limits or replaces the consumer guarantees you're entitled to under the Australian Consumer Law (ACL). If a product has a major problem — for example, it has a fault that would have stopped you buying it had you known, is unsafe, is significantly different from how it was described, or doesn't do what it's supposed to do and can't easily be fixed — you can choose a full refund, a replacement, or to keep the item and be compensated for the drop in value. For a minor problem, we will repair the item free of charge within a reasonable time; if we can't, you can then request a replacement or refund.

These rights apply regardless of any change-of-mind conditions below, and they apply to sale, special-order, and full-price items alike — a discount or "final sale" doesn't remove your ACL rights. Further information is available from Consumer Affairs Victoria or the ACCC.

Change-of-mind returns

Separately to your ACL rights, we offer a 14-day change-of-mind return window, starting from the day you receive your item. This is a Living Quarters policy, not a legal requirement, and applies where there is nothing wrong with the product — you've simply changed your mind.

To be eligible, the item must be:

• unused and sealed, in the same condition you received it
• in its original packaging, with all tags attached
• accompanied by your receipt or other proof of purchase

Change-of-mind returns are processed as an exchange or store credit only — not a cash refund. If the item isn't in its original condition and packaging, has been used, or an unreasonable amount of time has passed since purchase, we may decline the return.

Sale and special-order items: these can still be returned for change of mind under the same conditions above, but will incur a minimum 20% re-stocking fee, plus any return freight charges, deducted from the exchange or store credit issued. This restocking fee applies only to change-of-mind returns — it never applies to faulty, damaged, or incorrectly supplied items, which are handled under your ACL rights above at no cost to you.

We don't accept change-of-mind returns on hazardous materials, flammable liquids or gases, or gift cards, for safety and practical reasons. This exclusion applies to change of mind only and does not affect your ACL rights if one of these items is faulty or unsafe.

Faulty, damaged, or incorrect items

Please inspect your order as soon as it arrives. If an item is faulty, damaged in transit, or not what you ordered, contact us straight away at sales@livingquarters.com.au with your order number and photos or video of the issue where possible, so we can assess it quickly. These claims are covered by your ACL rights above and are not subject to the 14-day change-of-mind window, the restocking fee, or the original-packaging requirement — though please keep packaging where practical, as it helps us process things faster.

Return shipping on confirmed faults is on us, not you — where we arranged the original delivery. For small or easily-posted items, we'll reimburse your reasonable postage cost once the fault is confirmed — just keep your receipt. For large, heavy, or hard-to-move items (furniture, installed appliances, and similar) delivered by us, we'll arrange and pay for collection ourselves rather than asking you to organise freight. If you arranged your own delivery or freight for the item, contact us and we'll work out a fair return arrangement with you.

Manufacturer warranty claims

Many of our products are also covered by a manufacturer's warranty in addition to your ACL rights. Warranty claims are managed directly by the manufacturer, not by Living Quarters — for an approved manufacturer warranty return or replacement, please obtain an authorisation number from the manufacturer first, and ask them to notify us of it by email. Any swap-over or replacement under warranty must be approved by the manufacturer before we can action it; we're not able to authorise a warranty swap on our own. See our Warranties page for full details on manufacturer warranty claims.

How to start a return

Contact us at sales@livingquarters.com.au before sending anything back — items returned without an approved request will not be accepted. Once approved, returns should be sent to:

7 Adam Street, Bendigo, VIC 3550

Refunds

Where a refund applies (ACL claims, or other approved returns), we'll let you know once we've received and inspected the item and confirm whether it's approved. Approved refunds are issued to your original payment method within 10 business days. Please allow extra time for your bank or card provider to process and post it. If more than 15 business days have passed since approval and you still haven't received it, contact us at sales@livingquarters.com.au.