Refund policy

Refund, returns and warranty policy

Garden Furniture Direct sells to customers in Australia only.

1. Your rights under the 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 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.

Nothing in this policy excludes, restricts or modifies those rights. The time limits and conditions below for change-of-mind returns, and the warranty below, are in addition to your rights under the Australian Consumer Law.

2. Damaged in transit, faulty, missing parts or wrong item

Please check your order as soon as it arrives and note any visible damage to the packaging when signing for delivery.

If an item arrives damaged, has a fault or missing part, or isn't what you ordered, please contact us within 7 days of delivery (ideally within 48 hours) at support@gardenfurnituredirect.com.au with:

• your order number;
• the item(s) and quantity affected;
• clear photos or a video (not thumbnails) showing the damage or fault, the product in its original packaging and the shipping label; and
• for a missing part, a photo of the instruction manual with the missing part circled.

Reporting within 7 days lets us resolve your claim quickly. If you report a problem later, we'll still assess it under the Australian Consumer Law.

Please keep the item and all packaging until your claim is finalised, because we may need to inspect it. Don't send anything back until we've confirmed how and where to return it. We'll arrange a replacement part, repair, replacement or refund as the Australian Consumer Law requires. We cover reasonable return costs for faulty, damaged or incorrect items. For items too large to post, we'll arrange collection at our cost.

3. Warranty (12 months)

In addition to your rights under the Australian Consumer Law, our products come with a 12-month warranty against defects from the date of delivery, unless the product page states a different warranty period. Accessories and bonus gifts identified as such on the product page are not covered by this warranty.

The warranty doesn't cover:

• normal wear and tear;
• damage from incorrect assembly or modification;
• damage from abnormal use, misuse or abuse;
• damage or wear from improper or lack of maintenance and care (for example, of fabric, timber or cushions); or
• damage to the outer packaging only.

Depending on the fault, we may send a replacement part, explain a simple self-repair, replace the product (subject to availability), offer an equivalent alternative product, or give a refund or credit.

To make a warranty claim, contact Garden Furniture Direct (details below) with the information listed in section 2. We cover the reasonable costs of a valid warranty claim. You pay any costs you choose to incur yourself, for example sending an item back without our instructions.

This warranty is given by Garden Furniture Direct, a trading name of Neumann Investment Group Pty Ltd (ABN 41 163 453 969), Suite 211, Shop 10B, 109-115 Brisbane St, Jimboomba QLD 4280; phone (07) 3485 1319; email support@gardenfurnituredirect.com.au.

The benefits of this warranty are in addition to other rights and remedies you have under a law in relation to the goods.

4. Change-of-mind returns: 14 days, unopened items only

We accept change-of-mind returns only if:

• you request the return within 14 days of delivery;
• the item is unopened, in its original sealed packaging, and in the condition it was delivered; and
• you have your order number or proof of purchase.

We can't accept change-of-mind returns for items whose packaging has been opened, or items that have been assembled or used. This doesn't affect your rights for faulty items under the Australian Consumer Law.

Please make the request by email to support@gardenfurnituredirect.com.au. Include your order number, the reason for the return, and photos showing the item still sealed in its original packaging.

How to return

Don't send anything back until we've approved the return. We'll give you the warehouse return address. Items sent to our office in Jimboomba, or sent back without approval, can't be refunded.

Change-of-mind returns are arranged and paid for by you, using a tracked courier. If you'd prefer us to provide a return label, we'll tell you the cost first and deduct it from your refund.

Change-of-mind costs and refund

A restocking fee of 10% of the amount you paid for the returned item(s), including delivery charges, applies to change-of-mind returns.

Your refund is the amount you paid for the returned item(s), including delivery charges, less the 10% restocking fee and the cost of any return label we provided.

We'll refund you within 5 business days after the item is received back at the warehouse and checked.

Bulk and trade orders: orders for multiple units bought as a bulk or trade purchase aren't eligible for change-of-mind returns. Your rights for faulty or damaged items under the Australian Consumer Law still apply.

5. Cancellations

• Before dispatch: contact us as soon as possible. If we can cancel the order before it's dispatched, you'll get a full refund.
• After dispatch: an order that's already on its way can't be cancelled. You can either receive it and request a change-of-mind return (section 4), or ask us to have it returned to sender. Orders returned to sender, including deliveries you refuse, are treated as change-of-mind returns: you'll be refunded less the 10% restocking fee once the item is back at the warehouse.
• Undeliverable postcodes: if we can't deliver to your postcode, we'll cancel the order and refund you in full.

6. Delivery problems

• Wrong address, or parcel not collected: if a parcel is returned because the delivery address was incorrect or incomplete, or because it wasn't collected from the depot, we can re-send it for the cost of re-delivery, or treat it as a change-of-mind return (refund less the 10% restocking fee and any return freight we're charged, once it's back at the warehouse).
• Late delivery: if your order hasn't arrived within 7 business days of dispatch, please contact us so we can open a carrier investigation.

7. Refunds

Approved refunds are made to your original payment method. Your bank may take a few extra days to show the refund. We can't refund to a different card or account.

8. Exchanges

If you'd like a different item, please return the original under section 4, or under sections 2–3 if it's faulty, and place a new order.

Contact

Garden Furniture Direct, Suite 211, Shop 10B, 109-115 Brisbane St, Jimboomba QLD 4280

Phone: (07) 3485 1319 (7 days) | Email: support@gardenfurnituredirect.com.au (Mon–Fri 9–5 AEST)

Garden Furniture Direct is a trading name of Neumann Investment Group Pty Ltd, ABN 41 163 453 969.