Refund policy

Refunds Policy

Last Updated: 14 August 2026

At DECORISTA, most furniture is manufactured to order and produced specifically to each customer's selected fabric, configuration, dimensions, and customisation requirements.

For this reason, our refund policy differs from that of many retailers selling mass-produced products.

We encourage customers to carefully review all product information, dimensions, fabric selections, customisation options, and order details before providing final approval for manufacture.

This Refunds Policy should be read in conjunction with our Terms & Conditions of Sale.

Quick Reference Guide

Topic

Summary

Change of Mind

Refunds, exchanges, and returns are generally not available for made-to-order furniture.

Order Approval

Customers are provided with an opportunity to review and approve all selections before manufacture begins.

Order Cancellations

Cancellations are generally permitted before final approval and commencement of manufacturing.

Damaged Goods

Visible damage or delivery-related issues should be reported within 48 hours of delivery.

Manufacturing Defects

Genuine manufacturing defects will be assessed and resolved in accordance with Australian Consumer Law.

Australian Consumer Law

Nothing in this policy excludes or limits rights available under Australian Consumer Law.

1. Made-to-Order Furniture

DECORISTA specialises in customisable lounges and upholstered furniture manufactured specifically to each customer's selected requirements.

As products are made to order, they cannot generally be resold as new once production has commenced.

For this reason, refunds, exchanges, or returns may not be available in circumstances where a customer changes their mind after production has commenced.

2. Change of Mind

DECORISTA does not offer refunds, exchanges, or returns for:

  • Change of mind
  • Incorrect selections made by the customer
  • Changes to personal preferences after ordering
  • Fabric, colour, texture, or finish preferences after delivery
  • Furniture dimensions or configurations approved by the customer before manufacture
  • Orders approved by the customer prior to production commencing

Customers are encouraged to carefully review all dimensions, fabrics, specifications, configurations, and customisation options before providing final order approval.

3. Order Cancellations

Customers may generally cancel an order at any time prior to:

  • Providing final approval of the order; and
  • Manufacturing commencing.

Once manufacturing has commenced, cancellation requests may be refused due to the custom-made nature of the products.

Where manufacturing has commenced, DECORISTA reserves the right to retain any deposit paid, including the standard 50% production deposit, to recover costs incurred.

These costs may include, but are not limited to:

  • Fabric purchases
  • Materials ordered or allocated
  • Manufacturing labour
  • Supplier charges
  • Administration costs

Any cancellation request received after production has commenced will be assessed on a case-by-case basis.

Nothing in this section excludes or limits any rights available under Australian Consumer Law.

4. Faulty or Damaged Products

If your furniture arrives damaged, defective, incomplete, or does not comply with Australian Consumer Law, please contact DECORISTA as soon as possible.

To assist with assessing delivery-related issues, customers should notify us of any visible damage, shortages, defects, or delivery concerns within 48 hours of receiving their furniture.

Please provide:

  • Your order details
  • A description of the issue
  • Clear photographs where applicable
  • Any other information reasonably required to investigate the matter

Prompt notification allows us to investigate the matter efficiently and work with the relevant manufacturer or delivery provider where necessary.

5. Assessment & Resolution

Following assessment of the issue, DECORISTA reserves the right to determine the most appropriate resolution, subject to the requirements of Australian Consumer Law.

Depending on the circumstances, remedies may include:

  • Repair
  • Replacement
  • Refund
  • Supply of missing components
  • Other remedies available under Australian Consumer Law

Where practical, repairs may be preferred to replacement or refund, particularly for minor defects that can be rectified quickly and effectively.

6. Fabric, Colour & Material Variations

Furniture, fabrics, timbers, and other materials may vary slightly from website images, photographs, samples, and showroom displays.

Variations may occur due to:

  • Lighting conditions
  • Photography
  • Screen settings
  • Fabric batches
  • Natural material characteristics
  • Manufacturing processes

Such variations are not considered faults and do not constitute grounds for a refund, exchange, or return.

Customers concerned about colour or texture are encouraged to view fabrics in person or arrange a consultation before ordering.

7. Delivery-Related Issues

Customers are responsible for ensuring that adequate access is available for delivery.

This includes ensuring furniture can be safely transported through:

  • Doorways
  • Hallways
  • Staircases
  • Lift access
  • Accessways
  • Other entry points

Refunds will not be provided where furniture cannot be delivered due to inadequate access conditions that were not disclosed prior to production or delivery.

8. Australian Consumer Law

Nothing in this Refunds Policy excludes, restricts, or modifies any rights or remedies available under the Australian Consumer Law (ACL).

Customers are entitled to remedies where products fail to meet the consumer guarantees provided under Australian Consumer Law.

These remedies may include repair, replacement, refund, or other remedies depending on the nature of the issue.

9. Contact Us

If you believe your furniture may have arrived damaged, contains a manufacturing defect, or does not comply with Australian Consumer Law, please contact us as soon as possible.

DECORISTA
Email: shop@decorista.com.au
Phone: (08) 9371 9384
Website: decorista.com.au

Questions About Returns or Refunds?

We are committed to resolving customer concerns fairly, promptly, and in good faith. If you're unsure whether an issue is covered by this policy, please contact us and we'll be happy to assist.

Curated by Us. Designed by You. Crafted in Perth.