Refund policy

This Return & Refund Policy applies to orders placed through the Relvox Furniture online store. It is intended to be read together with your rights under the Australian Consumer Law (ACL). Nothing in this policy limits any rights or remedies you may have under the ACL.

1. Returns 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sale@relvoxfurniture.com.au. Please note that returns will need to be sent to the following address: 

 Room 303, No. 18 Ciguling Road, Huadong Town, Huadu District, Guangzhou, Guangdong 510890, China

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

.In situations where a repair or replacement is not reasonable, a refund may be provided in line with the Australian Consumer Law.

2. Colour, finish, size and delivery variations

Product colours, finishes, textures, grain patterns and other surface details may appear slightly different in real life compared with photos shown on your screen, due to lighting conditions, natural material characteristics and device display settings.

Measurements are taken manually, and slight variations from the listed dimensions may occur. Natural variations in texture, grain or pattern are also normal and form part of the product’s material characteristics.

These types of minor variations do not affect the normal use of the product and are not treated as faults. Returns, refunds or exchanges will not be accepted solely on the basis of these normal variations, unless required under the Australian Consumer Law.

Estimated delivery timeframes are a guide only and may change because of freight, port, customs or courier delays outside our control.

3. Inspection on delivery

We recommend that all items are inspected as soon as possible after delivery. Please tell us about any damage, defects or incorrect items within 30 days so that we can assist you promptly. We will still consider claims made after this period where required under the ACL, but options may be more limited if the product has already been used or assembled.

4. Change-of-mind returns

Because our furniture is large and more complex to transport, change-of-mind returns are assessed on a case-by-case basis.

If we agree to a return for change of mind or personal preference, you will need to pay the return freight costs and a handling/restocking fee.

Any such fees will be explained to you before the return is confirmed so you can decide whether to proceed.

5. Packaging damage at delivery

If the outer packaging appears damaged when the goods arrive, please take photos before opening the boxes. If the product inside is also damaged, contact us with these photos as soon as possible so we can review the situation with the carrier and organise a suitable outcome.

6. Items that are generally not returnable

Unless they are faulty or do not match their description, the following items are usually not eligible for return or refund:

• custom-made or specially ordered products (for example, non-standard sizes or finishes),
• clearance or end-of-line items noted as final sale,
• products that have been assembled, installed, modified or heavily used after delivery,
• items returned without key components or packaging, and
• minor size or colour variations that do not affect the intended function of the product.

7. Refunds

Approved refunds will be processed back to the same payment method used for the original purchase. Once a refund has been issued by us, it may take around 7–14 business days for your bank or payment provider to show the funds in your account.

To avoid delays, we ask that customers do not lodge payment disputes or chargebacks while a refund is already being processed, unless we are unable to resolve the matter.

8. Order cancellations

If you need to cancel an order, please contact us as soon as possible. Orders that have not yet started production can usually be cancelled without additional fees.

Once production has begun or the goods have been dispatched, cancellation may be treated as a change-of-mind return and may involve return freight costs and a handling/restocking fee. For made-to-order or customised products that have already entered production, cancellation may not be possible or may incur a manufacturing or restocking charge, depending on the stage of production.

9. Contact

If you would like to discuss a return, refund or order issue, please contact our customer service team:

Trade Name: Guangzhou Sami Consulting Co., Ltd.

Business Address: Room 303, No. 18 Ciguling Road, Huadong Town, Huadu District, Guangzhou, Guangdong 510890, China

Email: sale@relvoxfurniture.com.au

Phone / WhatsApp: +61 468 065 665

Business hours (AEST): Monday to Friday, 11:00am to 8:00pm