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Returns & Refunds

Your satisfaction is important to us. So, we go the extra distance to provide you with a comprehensive returns policy to make sure you enjoy the Interior Secrets experience.

If you’re not happy with your purchase, change your mind, or for any other reason, don't worry! Simply return the product in its original packaging within 30 days of receiving your order (exclusions apply*) to our Derrimut warehouse.


Refund policy

Interior Secrets customers have 30 days within receiving delivery* to request a return by contacting our service team on (03) 8353 2319 or at support@interiorsecrets.com.au.

The returned product/s must be in Interior Secrets’ possessions within 30 days of receiving the delivery. All product/s must be returned in its original packaging with all included accessories and parts, not assembled or partly assembled in any way, and in a resellable condition. Customers are welcome to return the product/s themselves to our warehouse during business hours to save on re-delivery costs. If the customer cannot return the product/s to our warehouse themselves, we can arrange a collection from the customer’s street or residential address at the customer’s expense.

Please note that Interior Secrets will not be responsible for any costs associated with shipping the return.


*Exclusions

Exclusions to our 30 day money back guarantee and refunds are specified on the product listing under ‘Return Policy’. We cannot offer change of mind refunds and returns for the following purchases:

  1. Online exclusive

    • Online Exclusive products that do not qualify for our 30 day change of mind policy. A product is classified as Online Exclusive as indicated by the product listing above the advertised price. These purchases cannot be returned or refunded as the furniture is specially ordered from a supplier and/ or specifically made for the customer. It is the customer’s responsibility to ensure all online exclusive orders are 100% appropriate prior to purchasing. Online exclusive items may include items not shown on our website

  2. Made to order

    • Made to orders are not eligible for our 30 day money back guarantee. These custom-made purchases cannot be returned or refunded as the furniture is specially ordered from a supplier and specifically made for the customer. It is the customer’s responsibility to ensure all custom-made orders are 100% appropriate prior to purchasing

  3. Products not shown on website

    • Includes different colours and sizes of products advertised on the Interior Secrets website

    • In-store and/ or in-showroom products

  4. Bulk orders

  5. Clearance, display, and/ or sample products

Cancelling Your Order

If you change your mind and decide to not proceed with your purchase, simply let us know and we’ll take care of it for you. If your product/s have not yet been dispatched (excluding online exclusive items*) we can cancel your order and provide you with a refund. In the case that your order has been dispatched by the warehouse, all shipping charges and delivery fees will be nonrefundable. Note that any return to sender and/ or return fees payable by the customer are nonrefundable.

* For online exclusive items, you can cancel up until the order that been placed with the manufacturer. Once the order has been placed with the manufacturer it is nonrefundable. Please refer to our 30 day money back exclusions for further details.

Vouchers

All vouchers and vouchers applied on cancelled orders are nonrefundable.


Faulty Products & Significant Differences

In the case of faulty product/s or significant differences, Interior Secrets will work with you to find a solution that you’re satisfied with in accordance with consumer law.

If a product is faulty, significantly different than advertised, or not fulfilling its purpose, please notify Interior Secrets immediately. You will be advised by our support team to take and send photos and/ or videos of the issue to illustrate the problem.

If you believe that your product/s has been damaged in transit, you must report it to Interior Secrets within 48 hours of receiving delivery. You will be advised by our support team to take and send photos and/ or videos of the issue to illustrate the problem.

To report a faulty product, significance difference, or transit damage please contact our service agents on (03) 8353 2319 or at support@interiorsecrets.com.au.

Please note that all returns and faulty returns must be delivered to our Derrimut warehouse as our Southbank showroom does not accept delivery returns.

All faulty product/s must be returned to Interior Secrets in safe order for inspection and assessment. We require the faulty product/s to be packaged adequately, including all accessories and parts, and not assembled or partly assembled in any way to avoid additional damage in transit.


Return Collection

It is always the customer’s responsibility to arrange for a means (by requesting help from neighbours, friends, or likewise) to bring product/s to the ground floor and/ or front door of residences or buildings in the case of a return. Customers must ensure that the product/s are adequately packaged in the original boxes and packaging to avoid damage during a return delivery. All costs regarding a return delivery or collection are at the customer’s expense.

Upon return, the product/s will be inspected by our warehouse team. If the returned product/s are found not to be resellable, Interior Secrets (at its sole discretion) reserves the right to only refund* 50% or less of the product price paid by the customer at the time of purchase or charge a restocking fee. The restocking fee will be stipulated by a returns agent prior to the initiation of the return.

*Interior Secrets reserves the right to make changes to these terms and conditions without notice.


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