1. Australian Consumer Law

Our products come with guarantees that cannot be excluded under Australian Consumer Law.

You may be entitled to a repair, replacement, refund, or other remedy if a product:

• is faulty;

• is unsafe;

• is not as described;

• is not fit for its intended purpose;

• does not meet consumer guarantees;

• has a major or minor failure under Australian Consumer Law.

Nothing in this Refund Policy removes any legal rights you have.

2. Change of Mind

Rivergum Range does not generally offer refunds, returns, or exchanges for change of mind.

This includes situations where:

• you no longer want the product;

• you ordered the wrong size;

• you selected the wrong colour or fabric;

• the product does not suit your space;

• you found another product elsewhere;

• you changed your mind after ordering;

• you made an incorrect choice.

Please choose carefully before placing your order.

3. Made-to-Order and Custom Products

Many Rivergum Range products are made to order or customised specifically for each customer.

This may include:

• custom fabric selections;

• Aboriginal or Indigenous fabric designs;

• custom printed products;

• upholstered items;

• partitions;

• ottomans;

• bean bags;

• acoustic products;

• office furniture;

• custom sizes;

• special-order products.

Once a made-to-order, customised, upholstered, printed, or special-order product has been confirmed or entered production, it cannot usually be cancelled, returned, exchanged, or refunded unless required under Australian Consumer Law.

This is because the product has been made or ordered specifically for you and may not be suitable for resale.

4. Faulty or Damaged Products

If your product arrives faulty, damaged, incorrect, or not as described, please contact Rivergum Range as soon as possible.

Please provide:

• your order number;

• your name and contact details;

• photos of the issue;

• photos of the packaging, if damaged in transit;

• a brief description of the problem.

We will assess the issue and provide a remedy in accordance with Australian Consumer Law.

Depending on the circumstances, this may include:

• repair;

• replacement;

• refund;

• partial refund;

• replacement parts;

• another suitable remedy.

5. Damage in Transit

If goods are damaged during delivery, please notify us as soon as possible after receiving the order.

Please do not dispose of the packaging until the issue has been reviewed, as packaging may be required for assessment by Rivergum Range, the supplier, or the freight carrier.

If damage is confirmed, we will work with you to arrange an appropriate solution.

6. Incorrect Products

If you receive the wrong product, size, colour, fabric, or design due to an error by Rivergum Range, please contact us as soon as possible.

We will review the order and, where the error is confirmed, arrange a suitable remedy.

If the incorrect product was ordered by the customer or approved by the customer before production, this may not qualify for a refund or return unless required by law.

7. Customer-Approved Orders

Customers are responsible for checking all order details before confirming their purchase.

This includes:

• product type;

• size;

• colour;

• fabric;

• artwork;

• design;

• quantity;

• delivery address;

• custom requirements.

Where a customer approves incorrect details, Rivergum Range is not responsible for the error unless required under Australian Consumer Law.

8. Colour, Fabric and Product Variations

Product images are provided as a guide only.

Actual colours, fabrics, textures, artwork, and finishes may vary slightly due to:

• screen settings;

• lighting;

• photography;

• fabric batch variations;

• print variations;

• manufacturing tolerances;

• natural product differences.

Minor variations that do not affect the product’s function, quality, or intended use are not considered faults.

9. Return Conditions

Where a return is approved, the product must generally be:

• unused;

• clean;

• undamaged;

• in original condition;

• in original packaging where possible;

• returned with proof of purchase.

Rivergum Range may refuse a return if the product has been used, damaged, altered, installed, assembled, marked, or handled in a way that reduces its value, unless the return is required under Australian Consumer Law.

10. Return Freight

Return freight costs will depend on the reason for the return.

If the return is due to a confirmed fault, damage, or error by Rivergum Range, we will assist with reasonable return or replacement arrangements.

If a return is approved outside of a fault or legal requirement, the customer may be responsible for return freight, handling costs, and any restocking or inspection fees.

11. Refund Processing

Where a refund is approved, refunds will usually be processed back to the original payment method.

Refunds may take several business days to appear depending on your bank, card provider, or payment platform.

Delivery charges, custom production costs, and handling fees may not be refundable unless required under Australian Consumer Law.

12. Cancellations

Cancellation requests must be made as soon as possible.

For standard stocked products, cancellations may be accepted if the order has not yet been processed, dispatched, or prepared for delivery.

For made-to-order, custom, upholstered, printed, or special-order products, cancellation may not be possible once the order is confirmed, materials are ordered, or production has started.

If cancellation is approved, Rivergum Range may deduct any reasonable costs already incurred.

13. Warranty Claims

Some products may come with a manufacturer’s warranty or product warranty.

Warranty claims do not cover damage caused by:

• misuse;

• neglect;

• incorrect cleaning;

• normal wear and tear;

• accidental damage;

• improper installation;

• unauthorised repairs;

• modifications;

• exposure to unsuitable conditions;

• commercial misuse outside the product’s intended rating.

Warranty rights are in addition to your Australian Consumer Law rights.

14. How to Request a Refund, Return or Warranty Claim

To request a refund, return, repair, replacement, or warranty claim, please contact:

Rivergum Range
Email: [Insert Email]
Phone: [Insert Phone]
Website: [Insert Website URL]

Please include your order number, contact details, photos where relevant, and a description of the issue.

15. Final Assessment

Rivergum Range reserves the right to inspect, assess, or request further information before approving a refund, replacement, repair, or return.

Any decision will be made in accordance with Australian Consumer Law and the circumstances of the order.

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