As long as you have proof or purchase in the form of an invoice or order number, and the item has not been installed, your goods can be returned at any time*.
Do I need to arrange shipping?
No. We will arrange courier collections for any goods you wish to return.
Can I arrange my own courier?
While we do offer to arrange collection of goods to be returned you are welcome to arrange your own courier, however, you are entirely responsible for the goods until they are received at our warehouse. Prior to arranging this you must contact Furnware Group on 1300 222 600 to organise the return with our customer experience team, who will send you courier labels and a return identification document. Goods must be received to our warehouse within 7 days of a return being requested and must have our return identification label attached.
Can I deliver return goods to your warehouse in person?
No. All returns need to be made via a courier service.
What information do you need to process my return?
The item code/s you wish to return
The quantity of each item you are returning
The invoice or sales order reference that the goods were purchased on.
Address at which the goods are located
Best contact person and phone number
Reason for return
How should I package my return?
Include the return authorisation paperwork and courier labels on top of the box, and ensure it is taped up correctly.
For example:
Can I return goods that have been installed?
No. goods can only be returned if they are in new condition and have not been installed.
What happens if my goods become damaged on the way back to you?
It is your responsibility to ensure the goods are packaged safely. We recommend you take photos of the goods while packing them and once they are packed to verify the condition they were sent in. If the goods are deemed damaged due to packaging issues you will not receive a credit for the goods. If the damage is the result of courier negligence and we have arranged the courier for you, you will still receive a credit for the goods.
Can I cancel my return?
You can cancel your return anytime up until 24hrs before the scheduled collection day. If you cancel within 24 hours prior to collection or after the collection is due to have taken place you will need to pay a $15 cancellation fee.
What happens if I’m not there when the courier arrives?
If you know you won’t be available, please let us know asap. Apart from exceptional circumstances failed collections due to stock not being ready or the site being unattended will result in a $15 change fee being applied to the order.
What happens if the courier doesn’t arrive within the expected time frame?
Please let us know asap so we can get in touch with our courier.
What happens if I forget to include the paperwork on the return?
The paperwork we provide allows us to quickly and easily process your return, allowing you to get any credits owing faster. Failure to include paperwork will result in significant processing delays or we may be unable to identify you return altogether
What happens if my returned stock is rejected?
There are a number of reasons why returned stock may be rejected;
The return cannot be identified – no return paperwork attached
The goods have not been approved for return- all returns need to be approved by our customer service team before they are sent back.
Extra items cannot be added to a return without prior approval. Goods will not be accepted without a Return Authorisation or that are not listed on the Return Authorisation provided.
Click + Collect
What is click & collect?
Click & Collect allows you to pick-up your order from our warehouse, rather than waiting for delivery.
How do I place a click & collect order?
If placing your order online, you will be able to select the Click & Collect option if it is available for your order.
If placing your order via phone or email, please request the order go through as Click & Collect. Someone will be in touch if this option is not possible for your order.
Will click & collect be available for all orders?
No. Click & Collect is only available for items that are in stock at your local warehouse. Click & Collect is not available for items on Backorder.
Is there a fee for click & collect orders?
Yes. There is a collection fee of $15.00 + GST, that will be added to each of your Click & Collect orders.
When will my order be ready for collection?
We will send you a collection notification email as soon as your order is ready. We move quickly to ensure you can pick up your order as quickly as possible.
How will I know when my order is ready for collection?
You will receive a collection notification email advising when your order is ready for collection.
Within what hours can I collect my order?
Our warehouses are open Monday to Friday, between 6am and 4:30pm, excluding public holidays.
What do I need to bring with me to collect my order?
Whether collecting your order yourself, or on behalf of someone else, you will need to bring a device (mobile phone, iPad etc.) with access to the collection notification email. You must have the actual email on your device, not a photo of the email.
Can someone else collect my Click & Collect order?
Yes. Someone can collect your order on your behalf, as long as they have the emailed collection notification on a device.
Is this a secure service?
Your order will not leave our premises with anyone who does not have the collection notification email. The person collecting your order will be required to provide their name, and we will be taking note of their vehicles number plate for our records. An email confirming the pick-up will be sent via email, containing the person’s name – all in real time.
How long do I have to collect my order?
Click & Collect orders must be collected within 2 business days from the date the collection notification email is sent. If your order is not collected within this time, the order will be cancelled, items returned to the shelf, and the $15.00 + GST collection fee will be invoiced to your account.
Where do I go to pick up my order?
For our Prestons warehouse click here
For our Hendra warehouse click here
Will someone help me load the goods into my vehicle?
Yes. Our team will help you load your goods into your vehicle if required. Our team will not get into your vehicle or strap your goods for safety reasons.
What if it doesn’t fit in my vehicle?
We cannot split your order or allow you to take only part of your order. Your order will need to be taken in full.
How do I cancel a Click & Collect order?
Please call 1300 222 600 or email info@furnwaregroup.com.au, quoting your Sales Order number.
If you cancel prior to receiving the collection notification email, you will not incur the $15.00 + GST collection fee.
If you cancel after receiving the collection notification email, the $15.00 + GST collection fee still applies.
Can I change my order?
Because we move so quickly, making changes is not possible.
Can I add to my order?
We can’t add to the existing order, but you can place another Click & Collect order. The $15.00 + GST collection fee will apply to this order also.
I’ve changed my mind; can I get a refund?
You can return the order, or part of the order, following our normal Returns policy. To request a return, please call 1300 222 600 or email info@furnwaregroup.com.au,
quoting your Sales Order number, the item numbers, and quantities you’d like to return. Please do not return the goods to your local warehouse, we will organise a collection.
