Returns & Refunds
Most Goldenwood pieces are made to order — built specifically for your room, your timber choice, and your finish. This page explains cancelling an order, returns of made-to-order and stock pieces, faults and refunds, and what you are entitled to under the Australian Consumer Law.
Your rights under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page reduces those rights.
Cancelling an order
You can cancel an order before the drawing and design of your furniture or joinery starts: talk to us. Once drawing and design have started, the deposit is not refundable. We keep the 10% deposit, 10% of the order total, for the design work.
Change of mind on made-to-order goods
Because every piece is built to your specification — chosen timber, finish, dimensions, and detailing — we cannot accept returns for change of mind once production has begun.
Stock pieces
A stock piece can be returned if you change your mind. A delivery fee is charged.
Return freight
If you return a piece because you changed your mind, you pay the freight back to the workshop. If you return it because of a defect, we pay.
If the piece arrives with a fault
Inspect the piece with our crew before they leave. If you spot a fault on the day:
- Point it out so we can record it on the delivery sheet.
- Send photos to admin@goldenwoodfurniture.com.au within 7 days.
- We will assess the fault, and — depending on the nature and severity — repair, replace, or refund the piece as required by the Australian Consumer Law.
Faults that appear later
If a manufacturing fault appears after delivery, start a claim by emailing admin@goldenwoodfurniture.com.au with photos and the details of the defect. The Goldenwood 10-year craftsmanship warranty covers structural and finishing defects, and there is a lifetime warranty on hardware. Full terms are at /warranty.
What is not a fault
Solid timber moves. Small seasonal changes in grain, colour, and feel are part of how a real timber piece behaves and are not faults. Wear from normal use, damage from spills, impact, exposure to direct sun for extended periods, or use outdoors is also not covered by our warranty (but may be repairable — get in touch).
How a refund is paid
If a refund is due, we pay it within two weeks of agreeing the refund amount.
Getting in touch
Email admin@goldenwoodfurniture.com.au or call +61 2 9609 7533. We'd rather hear about a problem early than late.
Questions about this policy? Email admin@goldenwoodfurniture.com.au or call +61 2 9609 7533.