Refund policy

Effective date: 18 July 2026

At Ecolife Furniture Wholesaler Pty Ltd (ABN 33 663 895 467), trading as Ecofurniture ("Ecolife", "we", "us", "our"), every product is carefully checked before dispatch. We want you to be happy with your purchase. This policy explains when we will accept a return and how refunds work.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

1. Change of mind

We do not offer refunds or exchanges for change of mind.

Please choose carefully. If you're unsure whether a product will suit your space or style, contact us at support@ecolifefurniture.com.au before you order and we'll do our best to help — dimensions, materials, colour swatches, or additional photos.

This includes (but is not limited to):

  • You no longer want or need the item.
  • The item doesn't fit through your door, in your room, or match your decor.
  • You found the item cheaper elsewhere.
  • You ordered the wrong size, colour, or product.

We recommend you measure your space and confirm your requirements before purchasing.

2. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

You have the right to a remedy if the item you received is:

  • Faulty — has a defect that stops it working as it should.
  • Not as described — materially different from the description, photos, or specifications on our website.
  • Wrong item — you received a different product than the one you ordered.
  • Damaged in transit — arrived with damage caused during delivery.
  • Not fit for the purpose you told us about before buying.

3. What we will do for eligible claims

Where the ACL applies (see Section 2 above), we will — at our discretion, depending on the nature of the fault — provide one of the following:

  • Full refund to your original payment method.
  • Replacement of the same product.
  • Repair where feasible.
  • Store credit if you prefer.
  • Partial refund where the fault is minor and the item is still usable.

For major failures (a fault so serious you would not have bought the item if you knew about it), you can choose between a refund or a replacement.

We will cover the cost of return shipping for eligible ACL claims.

4. How to make a claim

  1. Contact us within 7 days of delivery — email support@ecolifefurniture.com.au with:
    • Your order number
    • A description of the issue
    • Clear photos or a short video showing the fault or damage
    • Photos of the packaging (especially if damaged in transit)
  2. Do not attempt repairs yourself — this may void your claim.
  3. Keep the item and packaging — we may need it returned or inspected.
  4. We will respond within 3 business days with next steps. If we accept your claim, we will arrange return collection (at no cost to you) or ask you to send us photos for inspection.
  5. Once we receive and inspect the item, we will process your refund, replacement, or repair within 5–10 business days.

Refunds are issued to your original payment method. Please allow 3–10 business days for the refund to appear, depending on your bank or payment provider.

5. Damage in transit

Furniture is heavy and can occasionally be damaged during freight. If your order arrives damaged:

  • Do not sign the delivery docket as "received in good condition" if you can see visible damage on the packaging.
  • Take photos immediately — the outer packaging, any visible damage, and the driver's tracking sticker if possible.
  • Contact us within 48 hours at support@ecolifefurniture.com.au with the photos.

The sooner you report damage, the faster we can resolve it. Claims made more than 48 hours after delivery may take longer to investigate, as we need to establish whether the damage occurred in transit.

6. Warranty claims

For faults that develop after delivery but within the warranty period, please see our Warranty Policy.

Warranty covers manufacturing defects. It does not cover damage caused by:

  • Normal wear and tear
  • Misuse or accidents
  • Incorrect assembly (see Section 7 below)
  • Modifications made by the customer
  • Failure to follow care instructions

7. Assembly — important

Ecolife does not provide assembly services.

All flat-pack furniture is shipped with assembly instructions and fittings included. Assembly is the customer's responsibility.

Damage caused during self-assembly (including missing/broken parts caused by incorrect assembly) is not covered as a fault. However, if parts are genuinely missing or damaged before assembly, contact us within 7 days and we will replace them free of charge.

8. Cancellations before dispatch

If your order has not yet been dispatched, you may cancel it for a full refund. Contact us as soon as possible at support@ecolifefurniture.com.au with your order number.

Once dispatched, cancellation is no longer possible — the order becomes subject to this Refund Policy.

9. Items excluded from returns

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Mattresses that have been unpackaged or used
  • Bedding and pillows
  • Scented candles that have been burned
  • Custom or made-to-order items

Your ACL rights for faulty products are not affected.

10. Contact us

Ecolife Furniture Wholesaler Pty Ltd (trading as Ecofurniture)
ABN 33 663 895 467 · ACN 663 895 467
Email: support@ecolifefurniture.com.au
Phone: 1300 88 79 85

Need to start a return or claim?

We aim to respond to all return enquiries within 2 business days.

Email us