DuraCrafts Furniture Return and Refund Policy

Introduction This Return and Refund Policy applies to all purchases made through our website and our physical stores. DuraCrafts Furniture offers a wide range of home furnishings, with a commitment to quality and customer satisfaction.

Effective Date: 01/03/2025

Thank you for choosing DuraCrafts Furniture. We aim to ensure that you are completely satisfied with your purchase. If for any reason you wish to return a product, please review our return policy below.

Return Policy Overview

Return Window

Customers have 30 days from the delivery date to initiate a return.

Condition of Product

Products must be returned in new and unused condition, with all original packaging, tags, and accessories included.

Defective or Damaged Products Upon Delivery

Damage must be reported within 24-48 hours of delivery via email (sales@duracraftsfurniture.com) with:

• Clear photos/videos of the damaged area.

• Order details (invoice number, product name).

Minor Damage: Small scratches, minor dents, or surface marks that do not affect function. Normal furniture differences as mentioned on the webpage are not considered. Touch-up kits or minor fixes may be provided.

• Resolution: Repair, replacement parts, or partial refund/partial store credit at our discretion after thorough inspection.

Major Damage: Structural failure, missing/broken parts, or unsafe furniture.

• Resolution: Full replacement. If not in stock, a refund will be issued.

• Customer-caused damage (misuse, incorrect assembly) is not covered.

• Packaging damage only (no actual product damage) is not eligible for a claim.

• Color Variations: Due to lighting and screen differences, color variations are not considered a defect.

• Failure to Report Within 48 Hours will limit compensation eligibility.

Claims will be assessed within 8 business days of receiving full documentation. Repairs/replacements will be arranged within a reasonable timeframe, subject to stock availability.

We will send a replacement for the damaged item. If we are unable to arrange a replacement due to stock availability or any other issue, we will issue a full refund.

We take fraud very seriously. Intentional damage or attempts to misrepresent product condition will not be tolerated. In cases of suspected fraud, we may consider legal action to recover losses and deter fraudulent activities. You must provide clear photographs of the damaged product, packaging, and shipping label and email them to sales@duracraftsfurniture.com. Our team will review your case and provide you with the next steps for a resolution.

Pre-Orders

We are very friendly people! We understand that settlements get delayed, you might be unable to get rid of old furniture, or life happens. Just tell our friendly team, and we are happy to hold your pre-order for a reasonable period in our warehouse at no extra cost.

A pre-order is an order you place for a product that is either scheduled for later delivery, currently out of stock but expected to arrive, or a custom-made item.

• Custom Orders: If your pre-order is for a custom-made product, no refunds, changes, or returns can be made—even with a restocking fee. Please ensure that you are certain before placing a custom order.

• Regular Pre-Orders: If you place a pre-order for a regular product that is expected to arrive later, or you request a later delivery date, the following applies:

  • A 30% deposit is required to secure the item.

  • The deposit is non-refundable and cannot be canceled due to a change of mind.

  • If the price of the product drops within 48 hours of your first payment, we will reduce the price of the product and pay the pro-rata difference back.

  • Once you pre-order, we reserve the stock exclusively for you and remove it from our available inventory, ensuring that it is not sold to anyone else.

Delayed Deliveries:

• If there are unexpected supplier or shipping delays, we will notify you as soon as possible.

• In the event of excessive delays (beyond 30 days from the estimated arrival date), which is not common, we will provide alternative solutions and a refund on reasonable grounds at our discretion.

Remaining Balance & Delivery:

• Full payment is required before delivery or dispatch.

• Any outstanding balance must be cleared within 7 days of stock arrival before delivery can be scheduled.

Customer Contact & Forfeiture Clause:

• Once your pre-ordered item has arrived at our warehouse, we will attempt to contact you multiple times (3-4 times or more) over 28 days via call, text, and/or email, depending on the contact details provided at the time of order.

• If we do not receive a response within 28 days, the deposit will be forfeited, and the product will be released back for sale to the market.

• Any outstanding balance paid beyond the deposit may be refunded at our discretion.

Pre-Order Policy

We are friendly and flexible, and we understand that life happens—settlements get delayed, old furniture needs to be removed, or plans change. If you need extra time before receiving your pre-order, simply let our team know. We are happy to hold your items in our warehouse for a reasonable period at no extra cost.

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What Is a Pre-Order?

A pre-order is an order placed for:

• A product scheduled for later delivery

• An item currently out of stock but expected to arrive

• A custom-made or made-to-order item

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Custom Orders

Custom-made products are created specifically for you.
For this reason, no refunds, changes, cancellations, or returns can be made—regardless of restocking fees.
Please ensure you are certain before placing a custom order.

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Regular Pre-Orders

For standard (non-custom) pre-orders expected to arrive at a later date, or if you request a delayed delivery date, the following applies:

• A 30% deposit is required to secure the item.

• The deposit is non-refundable and cannot be canceled due to change of mind.

• If the product price drops within 48 hours of your first payment, we will adjust your order and refund the pro-rata difference.

• Once you place a pre-order, we reserve that stock exclusively for you and remove it from general sale.

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Delivery Timeframes

• Pre-orders are typically delivered within 8–12 weeks.

• In some rare cases (approximately 10% of orders), delivery may take up to 16 weeks due to factors outside our control, such as:

  • International shipping delays

  • Customs processing

  • Production slowdowns

These delays are not considered abnormal in international supply chains.

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Delays Beyond 16 Weeks

If your pre-order exceeds 16 weeks, we will offer a full refund of your deposit or any fees paid.
Before this timeframe, cancellations with deposit refunds are not possible.

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Compensation

We do not offer compensation for delays within the stated timeframe.
By placing a pre-order with us, you acknowledge and accept that delivery times can vary and are sometimes affected by factors outside our control.

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Reliability

As of the date of this policy, 99% of our pre-orders have been delivered within the above timeframe.

Price Drop Guarantee

If you purchase a product and the price drops within the next 48 hours, we will refund the difference as store credit or a refund. To claim this, please send an email to sales@duracraftsfurniture.com within 48 hours of the price change. Missed phone calls or messages will not be considered. While we rarely miss a call or live chat reply, if you believe your request was missed, please send an email within 48 hours to be considered.

• If your purchase was a pre-order or order on hold, the 48-hour window starts from the date you first booked or placed the order, not from the delivery date or the next payment date.

Returns and Exchanges for Kitchen, Tableware, and Homeware Products

DuraCrafts Furniture is committed to your satisfaction with our range of kitchen, tableware, and homeware products. Understanding that these items play a crucial role in your daily comfort and home aesthetics, we offer a more flexible return and exchange policy for these categories.

• No Restocking Fee: Returns and exchanges for kitchen, tableware, and homeware products will not incur a restocking fee, provided that the items are returned in the right packaging, preserving their original condition.

• Return Process: Products can be returned directly to our warehouse or shipped back at the customer's expense. It is vital that items are packed carefully to avoid damage during the return shipping process, utilizing the original packaging when possible to ensure the products remain in sellable condition.

By adhering to this policy, we aim to facilitate a hassle-free return and exchange process for our valued customers, ensuring your home is equipped with products that truly meet your needs and expectations.

Returns and Exchanges for All Other Products

Restocking Fee

• A 30% restocking fee is charged per ‘line total price’ of the returned item in your Tax Invoice; this fee is deducted from your refund.

• Only items in as-new condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted.

• We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse, or as a result of failure to take reasonable care of the product.

• Please return the items in the original packaging. If you have already discarded the original packaging, use secure packaging materials to prevent damage in transit.

• We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to our delivery partners.

Liability During Return Shipment

• If our original packaging is used exactly the same way and the product is not damaged by the customer at the source, DuraCrafts Furniture will take responsibility for any transit damages. The customer must take a clear photograph of the product before packaging and shipping to validate its condition.

• If the product is damaged due to inadequate packaging by the customer or if original packaging is not used, the customer assumes full liability, and no refund will be issued.

• In cases where the customer is liable for shipping damages, we can assist in filing a claim with the delivery company, but the responsibility remains with the customer.

Refunds

• Refunds will be processed within 7-10 business days after we receive and inspect the returned item.

• In very rare cases, refunds may take up to 21 business days to appear in your bank account.

• Refunds will be issued to the original method of payment, minus restocking fees.

Order Changes and Cancellations

At DuraCrafts Furniture, we do not accept cancellations once an order is placed. As soon as your order is confirmed, it is automatically forwarded to our admin warehouse system for processing. This applies to all product types, including clearance, display, made-to-order, customized, and regular stock items.

For pre-orders, the 30% deposit is strictly non-refundable, regardless of whether the item has been dispatched.

If your order has already been dispatched and you wish to return it, your request will be handled under our Return Policy.

Please ensure all order details are correct before finalizing your purchase. All sales are final once placed.

Furniture Assembly and Inspection Policy

At DuraCrafts Furniture, we provide friendly assistance on assembly instructions to guide you through the process. If you encounter difficulties, we offer virtual assistance to help you troubleshoot and complete the assembly. Simply contact our friendly Support Team with your questions, and we’ll be happy to assist you.

If you still believe the product has a manufacturing defect after attempting assembly with our assistance, DuraCrafts Furniture offers the option to send a professional to inspect and assist:

• Inspection Fee: If the professional determines the issue is due to incorrect assembly, you will be required to cover the cost of the inspection and any additional assembly assistance provided.

• No Fee for Manufacturing Defects: If the issue is confirmed to be a manufacturing defect, the inspection fee will be waived, and we will arrange for a replacement or refund as outlined in our policy.

  • Replacement: A replacement will be provided if the item is in stock.

  • Refund: If a replacement is unavailable, a refund will be issued.

Process for Assembly Inspections

• Step 1: Contact Customer Service: Email sales@duracraftsfurniture.com with your order details and a description of the issue. Include photographs of the assembled product, focusing on the problem areas.

• Step 2: Professional Assessment: Our team will evaluate your issue and may offer troubleshooting tips. If required, a professional will be scheduled to inspect your product.

• Step 3: Outcome: After the inspection, we will confirm whether the issue is assembly-related or a manufacturing defect.

Legal and Policy Changes

Governing Law

This policy is governed by the laws of Victoria, Australia, and adheres to the Australian Consumer Law.

Changes to the Return Policy

DuraCrafts Furniture reserves the right to modify this return policy at any time.

Special Terms for Facebook Marketplace, Floorstock, and Clearance Items

Please Note:

• These items are final sale, excluded from our standard return, warranty and refund policy, and cannot be returned for any reason.

• Inspect items carefully before confirming the purchase—in person or by requesting detailed photographs.
  

• Customers are responsible for verifying condition, specifications, and suitability before purchase.

For any further inquiries, please email us at customerservice@duracraftsfurniture.com.

The previous return policy (valid until 03/03/2025) can be downloaded here:
Retired Policy 03/03/2025.