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Distinctive Interior Return and Refund Policy

We value our customers and their complete satisfaction. We recognize that buying bespoke furniture is a significant investment.

Our return and refund policies reflect our commitment to providing the highest quality custom products.

Returns & Refund Policy

1. Return Policy

Due to the custom-made and bespoke nature of some of our products, returns for exchanges or refunds are not accepted for bespoke products unless there is a manufacturing defect with the product. To initiate this process, please contact customer support within 14 days of receiving your order. For off-the-shelf products, we offer a 14-day return policy. If you want to initiate a return for an off-the-shelf product, you must let us know within 14 days of receiving your order and return the item(s) to us at your expense within 14 days of such notice for a full refund.

Products sent out in packaging must be returned with the packaging intact and in its original condition. If the packaging has been opened, it must be closed up again just as it was upon delivery. All goods must be in pristine, untouched condition, showing no signs of use. Products that have been put together or assembled are ineligible for return. 

You have the option to seek our assistance in arranging any accepted returns, or you may opt for a carrier of your preference so long as the shipment is tracked and fully insured up to the retail value of the items being returned. If we agree to arrange collection for you, there will be a $100 AUD fee to cover transportation and restocking costs. We reserve the right to waive this fee on a case-by-case basis. Return shipping will be free of charge when manufacturing defects or where items arrived damaged is the reason for the return.

2. Refund Policy

For bespoke products, refunds are only processed in cases where there is a demonstrable manufacturing fault which cannot reasonably be rectified through repair or replacement. Full refunds will be given for off-the-shelf products according to section 1 of this Return and Refund policy. Refunds will only be processed once the returned item has been received.

3. 2-Year Warranty

All our products come with a 2-year warranty against manufacturing defects. If you encounter any such defects during your use of a Distinctive Interior product, please get in touch immediately detailing the perceived fault along with relevant photographs and documentation as requested by our Customer Service Team.

In the event that furniture items exhibit signs of manufacturing flaws, discrepancies, or if the wrong pieces have been dispatched, we reserve the right to correct these issues through an on-site repair or by providing a replacement, at no additional expense to you. Our commitment is to address these concerns promptly, typically within an estimated timeline of up to 8 weeks. However, we are dedicated to acting swiftly to rectify accepted cases of defective merchandise, manufacturing oversights, or mishaps in delivery, and in the vast majority of cases we will rectify the situation sooner.

Should we organise an on-site repair and you are not present at the confirmed location, or if you have not coordinated for the repair to occur without your presence at the scheduled time and date, a fee of $100 AUD will be charged for setting up a subsequent visit. It is crucial to adhere to the agreed appointment to avoid this additional cost.

4. Cancellation Policy

Cancellation requests must be made within 24 hours of placing your order as all our pieces go into production shortly after confirmation of an order due to their bespoke nature.

5. Sales Contract

The sales contract will only come into effect after you have received confirmation of the shipment of your order. We reserve the right to cancel orders and issue a full refund for any reason before confirmation of shipment. Any orders cancelled at the discretion of Distinctive Interior will be fully refunded.Please note that by placing an order on the Distinctive Interior website, you confirm that you understand these policies and accept them as the terms governing your purchase relationship with us.Feel free to contact our customer service team at hello@distinctive-interior.com.au if you have further queries concerning this policy or need assistance.
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