Refund policy

1.Return

Returns are to be made within 14 business days of the date you received the good. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:

There is a 20% restocking charged per item of the returned item in your Tax Invoice; this fee is deducted from your refund.
Only items in as-new condition can be returned. Goods with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a good that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the good.
Please return the items in the original packaging, which is designed carefully to avoid shipping damages. An additional 15% repackaging fee per item will be charged for returned items without its original packaging.
You are required to inspect your goods when you take delivery of them. All complaints, claims, or notification of lost Goods, incomplete Goods, Goods damaged in transit or Goods that do not comply with your purchase order must be submitted to us in writing within 14 business days of the date of the invoice rendered for the supply of the Goods. Otherwise, you are deemed to have accepted the Goods and shall not refuse to pay for the Goods on the basis that they were lost, incomplete, damaged in transit, or do not comply with your purchase order.
Your rights under the relevant Australian Consumer Law legislations remain unaffected.
We reserve all rights and discretion to limit or refuse your request for a refund, return or replacement to extent permissible by law
We are unable to accommodate returns/exhanges/refunds/change of mind for the following:

Any item marked as "Clearance"
Any Display items/Floor stock
Special order or customised items

2.Refund

There is a 20% restocking charged per ‘line total price’ of the returned item in your Tax Invoice; this fee is deducted from your refund.

Shipping fees as well as additional service fees will not be refunded. Please repack your item back into its original packaging or else you may be charged an additional 15% repackaging fee per item.

Refund will commence within 7 business days after all returned items have been sent back to our warehouse. The refunds will be processed back in the same way they were paid to West Living, i.e. back to your Credit Card, PayPal or Bank Account.

3.Order Change or Cancellation

If you decide to change or cancel your order, please contact us any time before your items are dispatched to avoid incurring additional charges. After that, your order will be dispatched and any changes or cancellation from thereon will incur a restocking fee.

4.Cancellation of Orders with Discount Coupon

If you cancel any item(s) in your order with a discount coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value.

Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.

Discount codes and vouchers are single-use only. They cannot be transferred or reused in any manner.

5. Pricing

West Living reserves the right to change prices for goods displayed at any time, and to correct pricing errors that may inadvertently occur.

6. Order

Your online Order must be paid for in full before we can begin arrangements for the manufacture or supply of the goods to you.

Any order that cannot be fulfilled on its receipt will automatically be back ordered and processed when stock becomes available unless it is your stated standard policy not to accept back orders or you specifically mark its order, “Do Not Back Order”. Deliveries at any time are subject to availability of stock and we will not be liable for any charges due to good unavailability.

7. Supply and Delivery

Orders will be processed within 2-5 working days and delivery should be expected within 3-7 workings days. Factors that may delay your item include location, public holidays, sale periods and whether your item is currently in stock in our warehouse or on the shop floor.

West Living will not accept responsibility for delivery failures or delays by our third-party delivery provider.

If you wish to change the delivery date or delivery address you must contact us at info@westliving.com.au at least 48 hours prior to the dispatch of your Order.

8. Orders for Collection at store

If you select to collect your goods from West Living store, a representative will contact you by telephone or email to notify you when your goods are available for collection.

Orders for collection at a West Living store must be collected within 21 business days of the relevant once you have been given a notice by telephone or by email that your Order is available for collection. If your Order is not collected within this time, West Living has the right to allocate those goods to another customer and reorder the goods for you.

9. Good Information

We endeavour to ensure that all the goods on our website are accurately described. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.

In some cases, the goods we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the good image(s) and the good you receive. This will always be stated on the individual good listing.

We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.

We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavours to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.

10. Good Warranty

This Warranty covers the replacement or repair of any good that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and any subsequent purchaser buys the good ‘as is’, without the protection of the Warranty.

The Warranty does not cover goods used for commercial purposes.

Subject to the Australian Consumer Law, this Warranty does not apply to any goods sold as seconds, display pieces, repaired goods, or goods that have a defect.

Warranty will not apply if:

i. Repairs to a good are made or attempted by a service provider other than one approved by West Living

ii. The good has not been used or maintained in accordance with the manufacturer’s instructions as provided with the good.

iii. The customer uses the good in an abnormal manner for example if the good is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat or cold, not maintained properly or used after partial failure.

iv. The good has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.

v. The good is tampered with in any way.

vi. The good is used outdoors.

vii. The good has not been purchased directly from West Living