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Returns & Refunds

Returns and/or refunds will apply to damaged, faulty or incorrect products only. In this unlikely event, please contact our support staff at . You have 7 days from receiving the delivery to get in touch with us. Please attach photos and videos of the product and the carton and provide us with as much information as possible so that we can do our best to assist you.

Our return policy is in line with the Australian Competition and Consumer Act. This return policy excludes change of mind returns and does not cover:

  • Normal wear and tear
  • Damage arising from improper assembly or modification
  • Damage arising from abnormal use or abuse
  • Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
  • Damage to external or product packaging only
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes

 If a product needs to be returned, we advise to keep the original packaging until you are satisfied with the product, as it can be repacked into this carton for the return journey.

Return fees

If a product is faulty or damaged, please contact JW Furniture at We can either replace with a new product at no extra cost or offer you a discount/rebate depending on the product condition. In case you have to return the product, please refer to our return packing and return policy.

Please note, if you decide not to have a replacement item sent to you, but wish for a refund, the refund amount is the product only and does not include shipping fees to and from delivery point.


For pre-ordered products that are cancelled before we ship to you, there will be a charge of 35% of the product price as the cancellation fee. This is because they are ordered specifically based on your purchase and only a limited quantity is manufactured. Armchairs and Sofas are excluded.

For products that are in stock, order cancellation fees of $89 is charged to cover admin, banking fees and warehouse staff processing the order.

After the product is dispatched, change of mind return is not supported.