Returns and Consumer Guarantees
Returns, order problems and your rights.
This policy explains how CHROMA & CHORA approaches change-of-mind requests, order errors, transport damage, product concerns and remedies.
Change of mind — standard products
Unless CHROMA & CHORA expressly agrees otherwise in writing, we do not accept returns, exchanges or cancellations where a customer:
- Changes their mind
- Selects the wrong product, size, colour or finish
- Finds the product elsewhere at a lower price
- No longer requires the product
- Is unable to move the product through the property
- Decides that the product does not suit the room after delivery
Customers should review the product information, dimensions, colour, finish, delivery path and access conditions before ordering.
This policy does not affect any rights arising because a product fails to meet an applicable consumer guarantee.
Customised, bespoke and project orders
Customised pieces, bespoke commissions and project furniture are produced or procured according to specifications approved by the client.
Once the design or specification has been approved, full payment received, materials ordered, third-party products ordered or production commenced, a change-of-mind cancellation, return or exchange may not be accepted.
A cancellation request received before production or procurement begins will be considered according to:
- The project stage
- Design work already completed
- Materials already committed
- Supplier orders already placed
- Production work already undertaken
- Freight or administrative costs already incurred
Acceptance is not guaranteed. Where cancellation is agreed, reasonable costs already incurred may be deducted to the extent permitted by law.
This does not affect rights relating to faulty goods or a failure to meet an applicable consumer guarantee.
Interior furnishing design services
Design fees relate to professional services performed according to the accepted project scope.
Once design work has begun, a refund is not ordinarily available merely because the client changes direction, postpones the project or decides not to proceed with furniture procurement.
This does not affect any rights applying where a service has not been provided with due care and skill, is not fit for an agreed purpose or otherwise fails to meet an applicable consumer guarantee.
Australian Consumer Guarantees
Products sold to consumers come with automatic guarantees under the Australian Consumer Law. Depending on the circumstances, products must:
- Be of acceptable quality
- Be safe and durable to a reasonable degree
- Be fit for a purpose disclosed and relied upon
- Match their description
- Correspond with an approved sample or demonstration model where applicable
- Meet any express promises made about performance, condition or quality
Services may also be required to be provided with due care and skill, be fit for an agreed purpose and be supplied within a reasonable time where no time has been fixed.
Available remedies
If a product or service fails to meet an applicable consumer guarantee, the available remedy depends on the nature and seriousness of the problem. A remedy may include:
- Inspection or assessment
- Repair
- Replacement
- Refund
- Reperformance of a service
- Cancellation
- Compensation for reasonably foreseeable loss in applicable circumstances
CHROMA & CHORA may assess the product or service before confirming the appropriate remedy.
Major problems
A product may have a major problem where, depending on the circumstances:
- A reasonable consumer would not have purchased it if they had known about the problem
- It is substantially unfit for its normal purpose and cannot easily be repaired within a reasonable time
- It is unfit for a disclosed purpose and cannot easily be made fit within a reasonable time
- It is materially different from its description, sample or demonstration model
- It is unsafe
Where the Australian Consumer Law provides a right to reject goods for a major failure, the consumer may be entitled to choose between a refund and replacement, or retain the goods and seek compensation for the reduction in value.
Minor problems
Where a problem is minor and can be repaired within a reasonable time, CHROMA & CHORA may choose to provide a repair.
If the problem cannot be repaired or is not repaired within a reasonable time, additional remedies may become available under the Australian Consumer Law.
What is not necessarily a fault
The following are not necessarily product faults:
- Natural grain or veining variation
- Colour variation within the reasonable range of an approved natural material
- Hand-applied finish variation
- Normal manufacturing tolerances
- Gradual patina or ageing
- Normal wear through use
- Minor differences caused by lighting or screen display
This section does not prevent a claim where the product is materially different from its description, outside the approved specification, unsafe, faulty or otherwise fails to meet a consumer guarantee.
Problems caused after supply
A consumer guarantee remedy may not apply where the problem was caused by:
- Misuse
- Accidental damage after delivery
- Failure to follow care instructions
- Unsuitable cleaning products
- Unauthorised alteration or repair
- Incorrect installation by an unrelated third party
- Inaccurate customer measurements
- Unsuitable environmental conditions
- Normal wear and ageing
- A problem disclosed before purchase and accepted by the customer
Transport damage
Inspect the order and packaging at delivery where reasonably possible. If transport damage is visible:
- Record the damage with the delivery provider.
- Photograph the packaging before disposal.
- Photograph the complete product and affected area.
- Keep all packaging and labels.
- Contact CHROMA & CHORA as soon as possible.
- Do not attempt repair or continue using an unsafe product.
Incorrect or incomplete orders
If the order is incomplete or differs from the confirmed order, provide:
- Order number
- Product received
- Product expected
- Quantity received
- Photographs of the product
- Photographs of packaging and labels
We will review the order record and explain the next step.
How to raise a concern
Contact orders@chromaandchora.com.au with:
- Full name
- Order number
- Delivery date
- Date the issue was identified
- Clear description
- Photographs or video
- Information about use and care
- The outcome requested
Do not return, dispose of, alter or arrange an independent repair before receiving instructions, unless necessary to prevent an immediate safety risk.
Inspection and collection
We may request further information, arrange remote assessment or organise a physical inspection.
Where specialist furniture transport is required, return arrangements must be agreed in advance. Products should not be sent through an unsuitable carrier or without authorisation.
Refunds
Where a refund is required by law or otherwise agreed, it will ordinarily be returned to the original payment method.
Payment-provider and financial-institution processing times may apply.
Contact
CHROMA & CHORA
orders@chromaandchora.com.au