Last update: June 2025

This Returns Policy is applicable for Drop-ship orders ONLY in Australia.

The returns policy, along with our full Terms & Conditions, must be read, understood, and followed to enable us to successfully process your returns claim.

Quick Read

• We accept returns on account of manufacturing defects, subject to approval by the Returns Team. This includes free collection of the defective merchandise. T&Cs apply.
• We accept returns on account of transit damages, subject to approval by the Returns Team. This includes free collection of the merchandise. T&Cs apply.
• All returns must be logged within 2 working days through the Trade account dashboard or Virtual Assistant Flo.
• Only members of the fulfilment program have access to change of mind and unauthorised returns.
• For full timeline details, please refer to the ‘Timelines’ section.

Terms

These terms are also applicable to any repaired or replacement goods we ship out to you. All refunds are processed within 14 business days. For your account’s safety, refunds are only processed to the original bank account used at the time of order.

Consumer Law

The Australian Consumer Law (ACL) does not apply to Artisan Furniture due to our business-to-business (B2B) model. You, as a Trade Account holder, are responsible for understanding your obligations under Australian B2B laws.

We are not bound by any statutory cooling-off periods or automatic rights to refunds beyond what is agreed within our Terms and Conditions.

Sale of Goods and Services Legislation

The Sale of Goods Act and related provisions under Australian law have limited application in B2B contracts. These laws primarily apply to consumer transactions. As a B2B supplier, we explicitly exclude these provisions in our contracts and Terms & Conditions unless specifically agreed otherwise.

SOP for Returned Items

• Products must be in original packaging and same condition as received.
• All returns require complete evidence submitted within 2 working days.
• Returns must be filed via the ‘My Returns’ tab in your Trade Account.
• Email returns are not accepted.
• Returns without correct documentation may not be processed.
• Collection is only done from the original shipping address.
• If the product has been moved, the return is void.
• Refer to ‘Handmade Goods’ section under T&Cs to understand natural occurrences in handmade items.

Defective Goods

• Notify within 2 working days of delivery.
• File through your Trade Account.
• Include Product Code, PO number, and images.
• We aim to respond within 2–5 business days.
• If approved, you may receive:
  • Credit note
  • Discount
  • Refund
  • Replacement
  • Repair

Delivery Day Notification Timeline

Delivery Day	Notify By
Monday	Wednesday 23:59
Tuesday	Thursday 23:59
Wednesday	Friday 23:59
Thursday	Monday 23:59
Friday	Tuesday 23:59
Saturday	Tuesday 23:59
Sunday	Tuesday 23:59

Note: Weekends and Australian public holidays are not considered working days.

Infestation Policy (Australia)

• Report within 90 calendar days of delivery.
• Verified claims are eligible for:
  • Full refund
  • Replacement
  • Exchange for product of equal value
• We follow a 3-tier fumigation process.
• External infestations post-delivery are excluded.

Sale or Return Policy

• Goods are NOT sold on a ‘sale or return’ basis.
• Change-of-mind returns are not accepted.
• The 14-day legal cooling-off period is not applicable.
• Trade Account holders are fully liable for returns from their customers.
• Returned goods deemed ‘junk’ have minimal residual value.

Processing and Dispatch

• Orders are processed automatically.
• Stocked items ship immediately.
• Remaining items are backordered.
• You may cancel unshipped backorders.

Timelines for Return Claims

Type of Issue	Notification Deadline
Manufacturing Defect	Within 2 working days
Transit Damage	Within 2 working days
Lost Parcel	Within 5 days of dispatch
Missing Parts	Within 2 working days
Infestation	Within 90 calendar days
Unauthorised Returns	Within 30 days (for F.P.)

Return Review Process

• Returns evaluated by a committee (Manufacturing, Packaging, Finishing, QC, Team Lead).
• Original packaging is mandatory for return.

Bespoke Orders

• No cancellation or refunds after production begins.
• Replacement/refund only for verified damage during delivery.

Back Orders

• Same policy applies as standard orders.

Handmade Furniture

• All products are 100% handcrafted.
• Natural variations in texture, color, size, etc., are NOT considered defects.

Examples: – Shade differences – Minor design differences – Size variance within tolerance – Fabric pattern/orientation shifts

Upholstered Furniture

• Batch variations may occur.
• For consistent sets, choose bespoke.

Why We Don’t Offer Extended Returns

As a B2B wholesaler, our operational structure prioritizes cost-efficiency and fast fulfillment.

Our business model and partnerships with artisans and global freight networks require tight logistics and pricing control. Therefore, extended return policies similar to B2C models are not feasible. Our 2-day return window ensures quality control while enabling competitive pricing.

We believe in a fair and transparent partnership model that supports artisans, customers, and operational excellence equally.

This policy applies to all Australian B2B trade accounts. Updated as of 27/06/2025.