Refund policy

Last Updated: 19/9/2025

At Sassi Furniture, we value your satisfaction and want to ensure you have a smooth and transparent shopping experience.

This Refund & Return Policy outlines your rights under the Australian Consumer Law (ACL) and explains how we handle refunds, returns, and exchanges.

By purchasing from Sassi Furniture, you agree to the terms set out below.

1. Your Rights Under Australian Consumer Law (ACL)

Under ACL, you are entitled to an exchange, repair, replacement, or refund if the product you purchased:

  • Is faulty, defective, or unsafe
  • Does not match the description provided at the time of purchase
  • Fails to perform as expected for its intended purpose

These rights cannot be excluded or limited by any store policy.

Note: Refunds under ACL are only available for major problems.
For minor problems, we will offer to repair or replace the product first.

2. Change of Mind Returns

We do not offer change of mind returns. Please refer to the ACCC guidelines.

3. Damaged, Faulty, or Incorrect Products

If your product arrives damaged, faulty, or incorrect, please notify us within 7 days of delivery.

What to do:

  • Take clear photos or videos showing the issue
  • Email them to sales@sassifurniture.com.au along with your order details
  • Our team will assess and respond with the next steps

Depending on the situation, we will:

  • Repair the product at no extra cost
  • Replace the product with a new one
  • Issue a refund, in accordance with ACL

Important: Damage caused by incorrect assembly, misuse, or lack of care is not covered.

4. Refund & Return Exclusions

We will not be able to accept returns or provide refunds in the following cases:

  • Products damaged due to misuse, neglect, or improper assembly
  • Items returned without original packaging, making them unsellable
  • Items not matching the return eligibility criteria
  • Mattresses, bedding, or hygiene-sensitive products once opened (unless faulty)
  • Clearance, final sale, or heavily discounted items

5. Refund Processing Timeframes

  • Refunds are typically processed within 5–10 business days after the returned product is inspected and approved.
  • If payment was made via credit card, processing times may vary depending on your bank.
  • For Buy Now, Pay Later services (e.g., Afterpay, Humm), refunds will be processed back through the original provider.

6. Return Shipping Responsibility

  • For faulty, damaged, or incorrect products, Sassi Furniture will cover shipping costs.

7. How to Prepare Your Return

To ensure safe and fast processing:

  • Pack the product in its original packaging with all accessories
  • Include a copy of the invoice or receipt
  • Write your Return Authorisation Number (RAN) clearly on the package

8. Contact Information

If you have any questions or need to initiate a return, please contact our support team:

📧 Email: sales@sassifurniture.com.au
📞 Phone: 07 4972 3688
📍 Address: 69 Hanson Road, Gladstone QLD 4680

Customer service hours:

  • Monday to Friday: 9:00 AM – 5:00 PM AEST
  • Saturday: 9:00 AM – 4:00 PM AEST

9. Final Notes

This policy is in addition to your statutory rights under ACL and does not limit or replace them.

Sassi Furniture reserves the right to update or modify this policy at any time. Any changes will be published on our website with the updated date.

Summary for Customers

  • ❌ No returns for change of mind
  • ✅ Faulty or damaged products covered by ACL
  • 💰 Refunds processed within 5–10 business days
  • 🚫 Some products (e.g., custom furniture, opened mattresses) cannot be returned unless faulty