Refund policy

Refund Policy

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded: you are entitled to a replacement or refund for a major failure, and to have goods repaired or replaced if they fail to be of acceptable quality.

30-day change of mind. You have 30 days from delivery or collection to request a return. The piece must be unused and in its original packaging, and you will need your order number or proof of purchase.

To start a return, email info@oakwalnut.com.au with your order number. We will confirm the return and arrange collection or give you the delivery address. Items sent back without requesting a return first cannot be accepted.

Change-of-mind returns are subject to the cost of return freight and a 20% restocking fee. This does not apply where the return is due to a fault, damage, or a product that is not as described — in those cases we cover everything.

Damaged, faulty or wrong item. Inspect your order on arrival. Photograph any problem and email us the same day. We will repair the piece, send a replacement part, or replace it outright, at our cost. Freight damage is our problem, not yours.

Structural warranty. Every piece carries a 10-year structural warranty in addition to your Australian Consumer Law rights. The full terms are at oakwalnut.com.au/pages/warranty.

Exceptions. Custom-made, made-to-order and personalised pieces cannot be returned for change of mind. Gift cards cannot be returned. Clearance items marked final sale are change-of-mind exempt. None of these exceptions affects your rights if the goods are faulty.

Exchanges. The quickest route is to return the piece you have and place a new order once the return is accepted.

Refunds. We will tell you once the return has arrived and been inspected, and whether the refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card issuer may take a few days more to post it. If more than 15 business days have passed since we approved your refund, contact us at info@oakwalnut.com.au.