Returns & Refunds Policy

Exchanges 

We hope you love your Lounge & Living purchase, however, if you are unhappy with your item you may exchange the item(s)* at a Lounge & Living showroom within 14 days of the date of purchase. We can only accept products which are unused, unassembled and in ‘as new’ condition. Returned items must be undamaged and in their original packaging and condition with all hardware or fixtures unaltered. 

*Unfortunately, not all items are eligible for an exchange for ‘change of mind’ reasons. Certain categories are excluded from this policy and they are:

    • Beds, mattresses, bedding, pillows and sofa covers
    • Sale Items, Floor Stock, Warehouse Sale and Clearance Items
    • Bulk or Commercial Orders
    • Special, Pre-order and Custom Orders items
    • Finance, Gift Vouchers, ePay Vouchers and Top-ups purchases

Refunds

We will refund any faulty item that we are unable to repair or replace.

Sale Items

All sale purchases are final. Unless the product is faulty, we cannot offer exchanges.

Special, Pre-order and Custom Orders

Once your order is placed, Lounge & Living will provide an approximate delivery date and will make our best efforts to ensure this timeframe is met, however this date is subject to change based on supplier availability and delivery turnaround. Items purchased as a special request, pre-order or custom order cannot be cancelled before delivery. Any changes in delivery timeframe do not qualify the item to be refunded. 

Shipping Costs

Shipping costs to exchange an item are at the customers expense, unless the item is faulty. Shipping and handling charges are not refunded unless the original item was incorrect or faulty.

If you have any questions about this process, please email our team at [email protected].

Faulty or damaged product?

Under the Consumer Guarantees Act 1993, the items you purchase from us are required to be of an acceptable quality. If the goods appear to be faulty we will meet our obligations to provide a remedy. 

Upon receiving your product please inspect and notify us of any missing parts, faults or damage. All items must be opened and checked within 24 hours of receipt, if any goods arrive damaged, please contact the Lounge & Living immediately. We will arrange to have the damaged item returned to the Lounge & Living showroom. Upon assessment the damaged goods will either be repaired, replaced or depending on the circumstances; if a repair or replacement is not available, then we will be happy to provide you with a full refund. Damaged goods must arrive back at the Lounge & Living showroom in the condition received by you with all original packaging and packing slips.

If you believe your item is faulty please get in touch with our team by emailing [email protected] as soon as possible. Our team will share the options available to you, and discuss the next steps.