Thank you for visiting and shopping at www.harbourlane.com.au (“Website”)

Harbour Lane Furniture and Bedding Pty Ltd (ABN 72 642 718 527) (“we”, “us”, the “business”) takes pride in providing products of the highest quality and are very much committed to customer satisfaction. This Exchange, Returns, Refunds & Cancellation Policy (“Policy”) describes generally how we manage the business. All actions outlined in this Policy shall always remain subject to the Terms and Conditions found at www.harbourlane.com.au/pages/terms-and-conditions. Should you have any questions and wish to obtain more information, please send us an email to info@harbourlane.com.au

By accessing this website, you agree to be bound by these terms. These Terms constitute a binding agreement between you and the Business and govern your use of this website.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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.

A product or good has a major failure when:

(a) it has a problem that would have stopped someone from buying it if they’d known about it;

(b) it is significantly different from the sample or description;

(c) it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;

(d) it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or

(e) it is unsafe.

Importantly, the rights described in policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for goods, however these limits will always be subject to your statutory rights.

Customers can request an exchange of the products in their Orders before dispatch of such Order due to a change of mind. Exchange can be made for a replacement item of the same value, a replacement item of higher value (provided that the customer pays the difference), or store credit. If the replacement item is of a lower value, the balance amount will be issued as store credit only. Any service fees paid (including delivery or related service charges) are non-refundable.

Post Delivery (Unopened Packaging)

Exchanges will only be accommodated within 48 hours of delivery if the product packaging remains completely unopened and unused. A pickup fee of $59 will apply and must be paid by the customer unless the product is dropped off by the Customer in its original form to our state distribution center/warehouse. Customers may exchange for a product of the same or higher value (difference payable by the Customer if applicable) or receive store credit. Any delivery charges or service fees paid at the time of purchase are non-refundable. If the product remains in its original packaging and a return/cancellation request is made after 48 hours of delivery, a 20% cancellation/restocking fee will apply. The remaining 80% will be refunded or issued as store credit.

Post Delivery (Opened Packaging)

If the product packaging has been opened after delivery, a 50% cancellation/restocking fee will apply. The remaining balance will be refunded or issued as store credit. A pickup fee of $59 will apply and must be paid by the customer unless the product is dropped off by the Customer in its original form. All service-related charges (including delivery and handling fees) are non-refundable.

Used Products

Products that have been opened and used are strictly not eligible for cancellation, return, refund, or exchange.

If the customer changes their mind upon placing the order, they shall be permitted to cancel the Order provided that a 20% cancellation fee of the Order value will be paid in return of such cancellation. Any delivery, service, or processing fees paid are non-refundable.

Subject to the requirements under the Australian Consumer Law, refunds will not be available in any other circumstances unless stated otherwise in this policy. If you are not satisfied with any item that you receive from us, you may be entitled to return that item to us subject to the terms set out in this policy. 

If a refund is processed, such refund would only be done via a bank transfer to an account nominated by you, and please allow us 7-14 business days for such refund to be debited into your account.

To facilitate a return under these Terms, submit a claim here.

The customer must comply with all terms set out in this policy or comply with all directions given by our staff to facilitate a return. It is the customer’s responsibility
to ensure that returned items are returned safely.

All Items must be returned in original condition of which they were received it in. We will not accept any returns of damaged Goods. 

Customers should note that specific products have specific return policies;

• MATTRESSES - Due to the intimate nature of mattresses and their use/purpose, we will not offer returns of any kind unless the product is in its original packaging.
• LINEN, CUSHIONS, RUG, PILLOWS - Due to the nature of the use/purpose of bedlinen, Quilt Covers, Cushions, Rugs, Pillows and other product with similar nature no returns for these items will be accepted unless the item is still in the original condition in which it was received and is accompanied by its original packaging. The items must not have been used.

The following items are strictly not eligible for return, exchange, refund, or cancellation under any circumstance:

• Sold “AS IS” products
• Floor stock/display products
• Discontinued products
• Products specifically marked as non-returnable or non-refundable at the time of purchase
• Special order - customized orders.

All such purchases are considered final sale.

We will repair or replace damaged or faulty Goods in accordance with this policy and the applicable Standard Warranty set out in the Terms and Conditions found at www.harbourlane.com.au/pages/terms-and-conditions .

Where a Good is faulty within the first 7 days after delivery or is already damaged on delivery, and the customer notifies us of that fault within the first 7 days after delivery, then we will:

• Replace or repair the faulty Good at Harbour Lane Furniture's discretion; or
• If we are unable to provide a new replacement;

(a) We have the option to offer a full or partial refund dependent on the amount of damage to the product.

(b) Provide customers with store credit for the equivalent amount spent;

(c) The option for the customer to be able to purchase a different product of same value or higher value provided that customer is willing to pay the difference.

Where a new replacement isn’t available, and the customer elects for to receive a refund, the refund will be for the purchase price and the delivery cost.

The 7 Day period will commence on the date that the customer accepts delivery of their product.

Outside of this 7 Day period, faults will be dealt with in accordance with the terms and conditions of the applicable Standard Warranty.

Where Goods are already damaged on delivery, we require photographic evidence of the damage to be submitted through our Customer Care form here before authorizing return of the Goods.

It is the responsibility of the Customer to take appropriate care of their furniture in order to ensure longevity and even wear over time. If the Customer does not care for their items appropriately, misuses them in any way or uses them in ways unintended for the item, warranty claims may be voided at our discretion.

We reserve the sole discretion to determine whether the Goods are faulty or damaged and may seek reimbursement of any costs incurred by us when the Goods
are found to be in good working order.

It is the customer’s responsibility to respond to all correspondence from us in relation to warranty claims, in a timely manner. If you do not respond within 10 business days of us sending an email or communication, then it will be deemed that you do not wish to proceed with your warranty claim and have accepted the goods without fault/as is. There will be no further recourse beyond this time frame, and your claim will be dismissed.