Returns, Damage and Warranty
How to check your delivery, report damage, return an item or make a warranty claim. These are sections 8 to 10 of our Terms and Conditions, which apply to every order.
Stock levels are shared across multiple sales channels, so availability is confirmed when we accept your order.
To report damage or start a return, email hello@legacyfurniture.au or call 0495 022 362 with your order number, photos and a description of the issue.
8. Inspection and Acceptance
8.1 Delivery Inspection
You MUST:
- Inspect all items immediately upon delivery
- Check for visible damage, defects, or missing items
- Note any issues on the delivery docket
- Take photos of any damage before signing
8.2 Signing Delivery Docket
- Signing confirms you have received the items
- If you sign without noting damage, claims may not be accepted
- If damage is visible, note it on docket or refuse delivery
8.3 Concealed Damage
- Report concealed damage (not visible in packaging) within 48 hours
- Provide photos and order number
- Keep all packaging for inspection
8.4 Reporting Issues
Contact us within 48 hours:
- Email: hello@legacyfurniture.au
- Phone: 0495 022 362
- Include: Order number, photos, description of issue
9. Returns, Refunds and Cancellations
9.1 Change of Mind Returns
- You may return items if you change your mind within 7 days of delivery
- Items must be:
- Unused and in original condition
- In original packaging
- With all tags, labels, and documentation
- Return shipping costs are your responsibility
- Restocking fee of 30% applies
- Custom/made-to-order items cannot be returned for change of mind
9.2 Faulty or Damaged Items
- If items arrive faulty or damaged, we will:
- Repair the item, or
- Replace the item, or
- Provide a full refund
- No restocking fee applies
9.3 Cancellations
Before Dispatch:
- Cancellation of standard stocked items before dispatch will incur a minimum cancellation fee of 20% of the order value
- Items cannot be cancelled once dispatched.
After Dispatch:
- Cancellation not possible once shipped
- You may refuse delivery, return shipping costs will apply
Custom/Made-to-Order Items:
- Custom and made-to-order items cannot be cancelled once manufacturing or procurement has commenced
- The deposit is non-refundable for all MTO items.
- Cancellation within 24 hours of order placement may be accepted at the Supplier’s discretion
9.4 Refund Processing
- Refunds processed within 5-10 business days of receiving returned item
- Refunded to original payment method
- Allow 5-10 business days for funds to appear in your account
10. Warranties
10.1 Australian Consumer Law
Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy under Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the ACL.
You are entitled to:
- A replacement or refund for a major failure
- Compensation for any other reasonably foreseeable loss or damage
- Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure
10.2 Manufacturer’s Warranty
- Most products include manufacturer’s warranty (typically 1-5 years)
- Warranty terms vary by product and manufacturer
- Warranty details provided with product or available on request
- Warranty covers manufacturing defects, not normal wear and tear
10.3 Our Warranty Commitment
We warrant that products will:
- Match the description provided
- Be of acceptable quality
- Be fit for their intended purpose
10.4 Warranty Exclusions
Warranties do not cover:
- Damage from misuse, abuse, or neglect
- Normal wear and tear
- Accidental damage
- Unauthorized modifications or repairs
- Damage from improper assembly (if self-assembled)
- Fabric fading from sunlight exposure
- Minor colour variations between batches
10.5 Making a Warranty Claim
To make a warranty claim:
- Contact us with order number and description of fault
- Provide photos showing the issue
- We will assess and advise on next steps
- Keep proof of purchase for all warranty claims