If something's not right.

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

The change-of-mind, damage-on-arrival and custom-piece sections below describe how we apply these guarantees in practice — they sit on top of your statutory rights, not in place of them.

For stock items (not custom or made-to-order) we accept change-of-mind returns within 30 days of delivery, provided:

• the item is unused, uninstalled and in its original packaging;
• the item is in resaleable condition with no chips, scratches or marks;
• you have proof of purchase (order ID or order confirmation email).

For change-of-mind returns, you cover the return shipping cost. Once we've received and inspected the item we'll refund the purchase price (less any original outbound shipping that was paid).

If your piece arrives damaged, defective, or different from what you ordered:

• Notify us within 7 days of delivery by email to ivan@puredesignprojects.com.
• Include your order ID and photographs showing the damage (and the packaging, if relevant).
• Hold onto the original packaging where possible — we may need to arrange a carrier pick-up.

For damage on arrival or a faulty item we will, at our option and consistent with the Australian Consumer Law, repair, replace, or refund the piece in full. We pay the return shipping in these cases.

Bespoke commissions, cut-to-size benches, fireplaces and any item produced to your specific brief are not returnable for change of mind once production has begun. The piece has been made for you and cannot reasonably be resold.

This exclusion is clearly disclosed at the point of order — please read the quote carefully before signing off on a custom job.

The change-of-mind exclusion does not affect your statutory rights under the ACL: if a custom piece is faulty, not of acceptable quality, or doesn't match the description and specifications agreed in writing, you remain entitled to a remedy under the consumer guarantees — repair, replacement or, for a major failure, refund.

Email ivan@puredesignprojects.com with:

• Your order ID (from the order confirmation email).
• The reason for return (change of mind, damaged, faulty, wrong item).
• Photographs of the item — especially required for damage or fault claims.
• Your preferred outcome: refund, replacement or repair.

We will reply within two business days with a return authorisation, instructions for sending the item back (or arranging a carrier pick-up), and any next steps. Please do not send items back to us without first contacting us — unauthorised returns may not be accepted.

Approved refunds are processed back to your original payment method via Stripe. Once we initiate the refund, it typically lands in your account within 5 – 10 business days, depending on your bank.

We'll email a refund confirmation when the credit is issued. If a refund hasn't appeared after 10 business days, please get in touch and we'll chase it down with Stripe.

For all return and refund matters:

Pure Design Projects
Attn: Ivan
Tottenham VIC, Australia
ivan@puredesignprojects.com

For questions about your statutory rights, the ACCC publishes plain-English consumer guidance at accc.gov.au.