Returns & Refunds
We pride ourselves on our long-standing reputation for supplying high-quality products. Every item is carefully inspected before sale and, where applicable, before dispatch to ensure it meets our standards and your expectations.
Change of Mind Returns
We understand that sometimes a purchase may not be quite right. We accept change-of-mind returns within 14 days of:
• Purchase date for in-store purchases; or
• Delivery date for online purchases.
Return requests submitted more than 14 days after purchase or delivery will not be accepted unless required under Australian Consumer Law. To be eligible for a change-of-mind return, items must be:
• Unused and in the same condition as received or purchased
• In their original packaging
• Accompanied by proof of purchase (receipt, tax invoice, or order confirmation)
Please note:
• Customers are responsible for all costs associated with returning items.
• Original shipping or delivery charges are non-refundable.
• Approved change-of-mind returns are subject to a 15% restocking fee to cover handling, inspection, repackaging and administration costs.
• Items listed under Non-Returnable Items are excluded from change-of-mind returns.
If returning an item by post or courier, Alfresco Emporium is not responsible for items lost or damaged in transit. We recommend using a tracked shipping service and retaining proof of postage.
Damaged or Incorrect Items
If an item arrives damaged or you have received the incorrect product, please notify our Customer Care team within 48 hours of delivery. To assist with our assessment, please provide:
• Photographs of the item
• A description of the issue
• Proof of purchase
In some cases, we may require the item to be returned for inspection.
Where a return is required:
• For online orders, we will provide a prepaid return shipping label where appropriate.
• For delivered in-store purchases, we may arrange collection where appropriate.
Once the item has been assessed, we will provide an appropriate remedy in accordance with Australian Consumer Law.
Non-Returnable Items
The following items are not eligible for change-of-mind returns:
• Perishable goods, including food, fresh flowers and live plants
• Custom-made, personalised or special-order products
• Christmas and Easter products
• Personal care and beauty products, including earrings
• Textiles, including but not limited to bed linen, cushions, rugs and napery
• Hazardous materials, flammable liquids or gases
• Gift cards
• Clearance products
• Furniture and upholstered products
Due to the size, freight costs and handling requirements of furniture and upholstered products, we encourage customers to carefully review product dimensions, specifications and suitability before purchasing.
Clearance products, floor stock, seconds and products sold with a known defect disclosed at the time of purchase are final sale and cannot be returned or exchanged.
Product Variations
We make every reasonable effort to display product colours accurately. However, colours may vary slightly due to screen settings, lighting conditions and manufacturing processes. Minor colour variations are not considered faults and are not eligible for refund or return.
Products made from patterned fabrics are individually cut by hand. As a result, pattern placement may vary between products and from images shown online. This is a normal characteristic of the manufacturing process and is not considered a fault.
Many of our products are handcrafted or made from natural materials. Variations in colour, grain, texture, veining, knots, markings and other natural characteristics are to be expected and contribute to the unique character of each piece. These natural variations are not considered defects.
If you are unsure whether an item is eligible for return, please contact our Customer Care team or speak with a member of our store team prior to purchase.
Refunds, Store Credits & Exchanges
Once a returned item has been received and inspected, we will notify you whether the return has been approved.
In-Store Purchases
Approved returns may be processed as:
• A refund to the original payment method
• An in-store credit
• An exchange for another product
In-store credits are redeemable in-store only and cannot be used online.
Online Purchases
Approved returns may be processed as:
• A refund to the original payment method; or
• An online store credit
We do not offer direct exchanges for online purchases.
Online store credits are redeemable through our website only and cannot be used in-store. Online purchases cannot be refunded or exchanged in-store.
Please allow up to 10 business days from receipt of returned goods for approved refunds to be processed. Processing times may vary depending on your financial institution.
Click & Collect Orders
Click & Collect orders will be held in-store for 7 days from the date you are notified that your order is ready for collection. Please ensure you collect your order within this timeframe.
If your order is not collected within 7 days:
• Your order will be returned to stock.
• A store credit will be issued to the value of your order.
Please note that the 15% restocking fee applies if a refund is requested in lieu of a store credit for an uncollected Click & Collect order.
If you are unable to collect your order within the 7-day window, please contact our Customer Care team as soon as possible to make alternative arrangements.
Australian Consumer Law
Nothing in this policy excludes, restricts or modifies any rights you may have under Australian Consumer Law.
Where a product is faulty, damaged, not fit for purpose, or not as described, you may be entitled to a repair, replacement or refund in accordance with Australian Consumer Law.
European Union Customers
In accordance with the EU Consumer Rights Directive, customers located in the European Union may cancel or return their order within 14 days of receiving the final item, without providing a reason.
To be eligible:
• Items must be unused
• Items must be in their original condition and packaging
• Proof of purchase must be provided
If you exercise your right of withdrawal, we will refund the cost of the goods plus the standard outbound delivery charge paid at the time of your order. If you selected an express or premium delivery option, only the equivalent standard delivery rate will be refunded. This refund will be issued within 14 days of us receiving your returned goods.
Please note that the cost of returning goods to us is your responsibility.
Certain products may be exempt from this right under applicable law, including personalised and perishable goods.
To initiate a withdrawal request, please log in to your account and submit a return or cancellation request against your order.