Trusted Homewares Returns & Refunds Policy

At Trusted Homewares, we want you to be fully satisfied with your purchase. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).

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 limits or excludes your rights under the Australian Consumer Law.

Return Notification

Please notify Trusted Homewares of any issues with your order as soon as possible after delivery or after discovering the issue. Prompt notification helps us resolve the matter quickly.

This request does not impose a fixed deadline on your rights under the Australian Consumer Law.

Eligible Returns

You may be entitled to a refund, replacement or repair if:

• The product is faulty or not of acceptable quality.

• The product is not fit for its normal purpose or a purpose you made known to us before purchase and reasonably relied on us to meet.

• The product does not match the description provided on our website.

• The product arrives damaged or we have supplied the incorrect item.

You may also have rights under an applicable manufacturer’s warranty. These are additional to your rights under the Australian Consumer Law.

Change of Mind Returns and $15 Return Charge

We do not ordinarily accept returns for change of mind. However, we may agree to accept a change of mind return at our discretion.

If we approve a change of mind return, a $15 AUD return charge per approved return will apply and will be deducted from your refund. We will confirm the charge, any applicable return postage costs and the conditions of the return before you send the product back.

The $15 return charge does not apply to faulty or incorrectly supplied products, or any return where you are entitled to a remedy under the Australian Consumer Law.

There is no return charge for faulty goods. Where goods are confirmed to be faulty, Trusted Homewares will cover reasonable return postage or collection costs, including reimbursing reasonable return costs you have already paid.

A $15 return charge per approved return applies only to change of mind returns that Trusted Homewares agrees to accept. Change of mind returns are considered at our discretion. We will confirm the charge before you return the goods, and it will be deducted from your refund.

The $15 charge also does not apply to incorrectly supplied goods or any return where you are entitled to a remedy under the Australian Consumer Law.

Return Process

1. Contact our team

To arrange a return, please contact us:

Phone: 1800 007 099
Email: team@trustedhomewares.com.au

Provide your order number or other proof of purchase, the product details and a description of the issue or reason for the return. Where helpful, include photos or a short video showing the problem.

2. Receive return instructions

Our team will review your enquiry and explain the next steps. Where a return is needed, we will provide the return address and instructions, including any postage or collection arrangements.

Please contact us before sending the product back so we can direct it to the correct location.

3. Prepare and return the product

Package the product securely to help prevent damage during transit, and include your order details so we can identify your return.

Use the original packaging if available, or suitable protective packaging. Original packaging is not required for returns under the Australian Consumer Law.

For posted returns, we recommend using a tracked service and keeping your tracking details and postage receipt.

4. Assessment and resolution

We may need to assess the product to determine the issue and the appropriate remedy. We will advise you of the outcome and arrange the repair, replacement or refund you are entitled to.

For a major failure covered by the Australian Consumer Law, you can choose a refund or replacement.

Return Postage and Collection Costs

Where a product is confirmed to have a fault or another problem covered by the Australian Consumer Law, we will cover reasonable return postage or transport costs, including reimbursing reasonable costs you have already paid. Please retain your receipts.

For faulty goods that are large, heavy or difficult to return, we will arrange collection or cover the reasonable transport costs as required by the Australian Consumer Law.

Refunds

Refunds will be issued using your original payment method unless we agree with you on another method.

We will notify you when your refund has been processed. The time taken for the funds to appear in your account will depend on your bank or payment provider.