Refund policy
SOLEA LIVING — Returns & Refunds Policy
Last updated: September 2026
At SOLEA LIVING, many of our pieces are made to order or supplied specifically for your order. Due to the size, value, production process and specialised freight requirements of our furniture, we do not offer returns, exchanges or refunds for change of mind.
Please review all product information, dimensions, finishes, configuration options, access requirements and delivery information carefully before placing your order.
Change of mind
SOLEA LIVING does not accept returns or exchanges for change of mind.
This includes, but is not limited to, situations where:
- you decide you no longer want the product;
- the product does not suit your space or existing furniture;
- the product is larger or smaller than expected where the published dimensions were accurate;
- you select the incorrect product, configuration, quantity or finish;
- you prefer a different colour, appearance or style after delivery;
- your circumstances change after ordering;
- the product cannot be moved through a doorway, stairway, lift, hallway or other access point where the product dimensions were provided before purchase; or
- you find the product or a comparable product elsewhere at a different price.
Please measure your space and all relevant access points carefully before ordering.
Nothing in this section limits any rights you may have under the Australian Consumer Law.
Made-to-order products
Many SOLEA LIVING products are made or allocated specifically for each customer order.
Once production, procurement or allocation of your order has commenced, the order cannot be cancelled due to change of mind.
If you contact us before production or procurement has commenced, we may consider a cancellation request at our discretion. Any approved cancellation may be subject to reasonable costs already incurred by SOLEA LIVING in connection with the order.
We do not guarantee that a cancellation request can be accommodated.
Order modifications
Requests to change a product, finish, configuration, quantity or delivery information should be made as soon as possible after ordering.
Once production or procurement has commenced, modifications may not be possible.
If a requested modification creates additional manufacturing, product, administration or freight costs, those costs may be payable by the customer before the order proceeds.
Product dimensions and suitability
Customers are responsible for checking all published product dimensions before purchasing and confirming that the product:
- is suitable for the intended location;
- will physically fit within the intended space; and
- can be safely transported through all required entrances, hallways, lifts, staircases and access points.
A product will not ordinarily be considered faulty merely because it does not fit a customer's space or access route where the dimensions supplied by SOLEA LIVING were accurate.
Natural variation and appearance
Furniture materials, fabrics, timber and finishes may display reasonable variations in colour, grain, texture, tone and appearance.
Lighting conditions, surrounding colours and differences between screens and displays may also affect how a product or finish appears.
Reasonable variations inherent in materials or manufacturing that have been disclosed or would ordinarily be expected of the relevant material are not, by themselves, considered a change in specification or defect.
This does not limit your rights where a product fails to meet a consumer guarantee under the Australian Consumer Law.
Delivery damage
We inspect and package products with the intention that they arrive in good condition.
If your order appears to have been damaged during delivery, please contact SOLEA LIVING as soon as reasonably possible after delivery and provide:
- your order number;
- photographs of the product;
- photographs showing the affected area;
- photographs of the outer packaging where available; and
- a brief description of the issue.
Where possible, please retain the packaging until we have assessed the issue.
Prompt notification assists us in investigating freight damage with our delivery partners, but failure to notify us within a particular number of days does not remove any rights you may have under the Australian Consumer Law.
Faulty or damaged products
If you believe your product is faulty, damaged or does not match what you ordered, contact SOLEA LIVING before arranging any return or disposal of the product.
We may request photographs, video, measurements or other reasonable information to help us assess the issue.
Depending on the circumstances, we may also arrange for the product to be inspected.
SOLEA LIVING is entitled to reasonably assess the product and the reported issue before determining the appropriate remedy.
Minor problems
Where a product has a problem that does not amount to a major failure under the Australian Consumer Law, SOLEA LIVING may choose to remedy the issue by providing an appropriate solution such as:
- repair;
- replacement of an affected component;
- replacement of the product; or
- another remedy permitted under the Australian Consumer Law.
Where a repair is appropriate, SOLEA LIVING must be given a reasonable opportunity to carry out that repair.
A refund is not automatically available for a minor problem that can be remedied within a reasonable time.
Major failures
Nothing in this policy excludes or restricts the consumer guarantees that apply under the Australian Consumer Law.
A product may have a major failure where, for example, it:
- is unsafe;
- is materially different from its description or sample;
- has a serious problem that would have prevented a reasonable customer from purchasing it had they known about it; or
- cannot be used for its normal purpose and cannot easily be fixed within a reasonable time.
Where a product has a major failure, you are entitled under the Australian Consumer Law to choose between a replacement or a refund.
Returns of faulty furniture
Do not return furniture to SOLEA LIVING without contacting us and receiving return or collection instructions.
Due to the size and weight of our products, returns cannot be sent to our general correspondence or business address.
If a large or heavy product is confirmed to have a problem for which SOLEA LIVING is responsible, we will arrange an appropriate collection, inspection or return process where required under the Australian Consumer Law.
Customers should not independently arrange freight for large furniture unless expressly authorised by SOLEA LIVING.
Refunds
SOLEA LIVING does not provide refunds for change of mind.
Refunds are provided where required by the Australian Consumer Law or where expressly agreed by SOLEA LIVING.
Where a customer is legally entitled to a refund for a major failure, the refund will be for the amount required under the Australian Consumer Law and will generally be processed using the original payment method.
We do not deduct an amount from a refund for normal use of a product where the Australian Consumer Law requires a full refund.
Processing times imposed by banks, payment providers or card issuers may apply after a refund has been issued by SOLEA LIVING.
Refused deliveries
Refusing delivery does not automatically cancel an order or create an entitlement to a refund.
Where a customer refuses delivery for reasons unrelated to a fault, damage or an entitlement under the Australian Consumer Law, the order remains subject to our no-change-of-mind policy.
Additional freight, redelivery, storage or handling costs reasonably incurred as a result of an unsuccessful or refused delivery may be payable by the customer where permitted by law.
Failed delivery or access
Customers are responsible for providing accurate delivery information and ensuring reasonable access for delivery of the products ordered.
Where delivery cannot be completed because of incorrect information, inadequate access, absence at an agreed delivery time or circumstances within the customer's control, reasonable additional delivery, redelivery or storage costs may apply.
This does not apply where the failed delivery resulted from an act or omission of SOLEA LIVING or its delivery provider for which SOLEA LIVING is responsible.
Australian Consumer Law
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.
The rights described in this policy are in addition to any rights and remedies available under the Australian Consumer Law.
Contact
For any return, product fault or refund enquiry, please contact SOLEA LIVING through our Contact page and include your order number and details of your enquiry.
Do not return a product without receiving instructions from SOLEA LIVING first.