Refund Policy

At awarmhome-au.com, we believe that every customer deserves to feel confident and comfortable with their purchase. Our products span bed linen, bedding, pillows, quilt covers, bathroom essentials, living décor, furniture, and curated home accessories designed to turn your house into a warm and inviting home. If something is not quite right, we are here to help. This policy explains how refunds, returns, and exchanges are handled in a fair and straightforward manner.

This policy operates in accordance with the Australian Consumer Law (ACL). Our products come with guarantees that cannot be excluded under the ACL. You are entitled to a remedy—such as a refund, repair, or replacement—if a product you purchase from us has a major failure, is significantly different from its description, or fails to perform its intended purpose. Where a failure is minor and can be remedied within a reasonable period, we may choose to repair or replace the item rather than provide a refund. Nothing in this policy limits or overrides your statutory consumer guarantee rights.

If you have received a product that is faulty, damaged, or materially different from what was described on our website, please contact our support team so we can assess the issue and arrange an appropriate remedy. For major failures, you may choose between a refund or a replacement of the same product type. For minor failures, we will work with you to resolve the matter through repair or replacement. We do not impose arbitrary restrictions on remedies for faulty goods, nor do we apply blanket “no refund” conditions to sale or specialised items, as such practices would contravene the ACL.

For purchases where you have simply changed your mind, we may, at our discretion, offer a return or exchange provided that the product is unused, unwashed, and returned in its original packaging with all tags and seals intact. Proof of purchase, such as an order confirmation, is required. Due to hygiene and safety standards, certain items—including pillows, bedding, quilts, mattress protectors, and other soft furnishings—may not be eligible for change-of-mind returns once their packaging has been opened or the product has been used. This restriction does not apply to faulty products, which remain fully protected under the ACL.

Certain items are generally not eligible for change-of-mind return or exchange. These include personalised or made-to-order products, clearance or final-sale items, gift cards, and any product that shows signs of use, damage, or wear after delivery. Used, washed, or visibly worn bedding products cannot be accepted for change-of-mind return for health and hygiene reasons. If a product is faulty, these exclusions do not apply, and your consumer guarantee rights remain fully intact.

To initiate a return or refund request, please reach out to our customer support team through the contact channels available on awarmhome-au.com. Please have your order confirmation ready and provide a brief description of the issue. Our team will guide you through the assessment process, which may include providing photographs or further details about the product. Once a return is approved, we will provide instructions on how to prepare and send back the item. Refunds are processed back to the original payment method after the returned item has been received and inspected. We do not charge restocking, processing, or repair fees for faulty products, and delivery fees paid for faulty items are refunded in accordance with your consumer guarantee rights.

We encourage you to inspect your order promptly upon delivery and to report any concerns as soon as they arise. If you have any questions about this policy or need assistance with a return or refund, please contact our support team. We are committed to resolving issues fairly and efficiently so that you can continue to enjoy your home with confidence.