Returns, Refunds & After-Sales Policy

Last Updated: 27/08/2026

At The Feelter, we aim to provide high-quality products and a positive customer experience. This policy outlines our approach to product faults, damaged goods, incorrect items and change-of-mind returns.

For all returns and after-sales enquiries, please email: info@thefeelter.com

Important Information — Australian Consumer Law

Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL).

Where a product does not meet the consumer guarantees provided under the ACL, we will provide the applicable remedy in accordance with the law, which may include a repair, replacement, refund or another appropriate remedy depending on the circumstances.

The Change-of-Mind provisions of this policy apply only to the voluntary return policy offered by The Feelter and do not affect any rights you may have under the ACL.

​INCORRECT ITEM RETURNS 

If you receive an item that is different from the product you ordered, please contact us as soon as possible.

Please provide:

• Your full name
• Order number
• Details of the product receive
• Details of the product originally ordered
• Clear photographs of the product received
• Product and packaging labels where applicable

We will review the order and advise you of the appropriate next steps.

CHANGE OF MIND RETURNS 

Australian Consumer Law does not generally require businesses to provide refunds or exchanges simply because a customer has changed their mind.

The Feelter therefore provides a limited Change-of-Mind return policy for eligible in-stock products, subject to the conditions set out below.

Change-of-Mind returns may be accepted for eligible In-Stock products, provided that all of the following conditions are satisfied.

• Be returned within 30 days of delivery
• Be unused
• Not have been assembled
• Not have been modified or altered
• Remain in its original condition
• Include all original components and accessories
• Be returned in its original packaging where applicable
• Not have any scratches, stains, marks, damage or other signs of use

The Feelter reserves the right to assess the condition of the returned product before confirming acceptance of a Change-of-Mind return.

The following items are not eligible for change of mind returns:

1. Sale and Clearance products 
2. Altered or modified products
3. Products that are no longer in their original condition and packaging
4. Products that have been assembled/installed/no longer in their original condition
5. Products that have been damaged, marked or stained after delivery
6. Pre-orders or customised orders

All Pre-Order products are excluded from Change-of-Mind returns, refunds and exchanges. Pre-Order products are products that are ordered in advance and may require specific purchasing, production, manufacturing, freight or other supply-chain arrangements.

For this reason, Pre-Order products are not eligible for Change-of-Mind returns, refunds or exchanges. This exclusion applies only to Change-of-Mind requests.

It does not exclude or limit any rights a customer may have under the Australian Consumer Law in relation to a product that is faulty, defective, incorrectly supplied, not as described, or otherwise covered by applicable consumer guarantees.

FAULTY OR DAMAGED GOODS RETURNS 

Minor Problems

Where a product issue is considered a minor failure that can reasonably be remedied, the appropriate remedy may include repair, replacement or another suitable resolution, depending on the circumstances.

Major Problems

Where a product issue constitutes a major failure under the ACL, the customer may have the right to choose between a refund and a replacement, as well as any other remedies available under the law.

1. WHEN A PRODUCT IS FAULTY OR DAMAGED

We take the quality of our products seriously.

If you believe that an item you have received is faulty, damaged, defective or otherwise not functioning as expected, please contact us as soon as reasonably possible after discovering the issue. To help us accurately assess the issue and provide an appropriate resolution, we require the following information and supporting evidence.

Please provide:

• Your full name
• Order number
• Product name
• A detailed description of the issue
• When you first noticed the issue
• Whether the issue affects the normal use or functionality of the product

⸻

2. EVIDENCE FOR AFTER SALES ASSESSMENT

To ensure that we can properly assess a reported issue, we require clear photographs showing the product from different distances and angles. Where possible, photographs should be taken in good natural lighting.

A. Full-View Photograph

Please provide a photograph clearly showing the entire product.

Where practical, please provide additional full-view photographs from different angles.

B. Context / Medium-Distance Photograph

Please provide a photograph showing the affected area(s) of the product

For example:

* The affected area of a sofa together with the relevant section of the sofa
* A damaged area of a tabletop together with the surrounding tabletop
* A crack on a chair together with the relevant section of the chair

This allows us to understand exactly where the reported issue is located.

C. Close-Up Photograph

Please provide clear close-up photographs showing the specific issue in detail, including where applicable:

* Cracks & Scratches/Tears
* Stains
* Breakages
* Loose components or structural issues
* Other visible defects

Where the issue is particularly small, please move the camera closer to ensure that the relevant details are clearly visible.

⸻

3. STANDARD VIDEO REQUIREMENT

For issues that can be assessed visually, we may require a continuous, unedited video of the product. Audio is not required.

The video should be recorded in the following sequence:

1. Start with the entire product from a distance
2. Slowly move towards the affected area
3. Show the affected area in its surrounding context
4. Slowly move closer to the specific issue

If the issue relates to product functionality, please demonstrate the issue clearly in the video. The video should, where possible, be recorded as one continuous sequence without cuts or edits.

⸻

4. WHY WE REQUIRE PHOTO/VIDEO EVIDENCE

Photographs and videos form part of our standard after-sales assessment process. Depending on the nature of the issue, the information provided may need to be reviewed by:

• The Feelter Customer Care Team
• Our Management Team
• Our Product or Quality Team
• The relevant manufacturer
• Freight or delivery providers
• Independent technical specialists or other relevant professionals

Additional photographs, videos or other information may be requested where reasonably necessary to assess the reported issue and determine an appropriate resolution.

⸻

5. COURIER DAMAGE

If your product appears to have been damaged during transit, please provide:

• A full photograph of the product
• Medium-distance photographs showing the affected area in context
• Close-up photographs of the damage
• A photograph of the entire shipping carton
• Photographs clearly showing any damage to the packaging
• A photograph of the shipping label

If the original packaging is still available, please retain it until we have completed our assessment and advised you otherwise.

Please do not dispose of the product, packaging, damaged components or accessories until we have advised that they are no longer required.
In some circumstances, these items may be required for further inspection or for assessment by the relevant freight provider.

⸻

6. ASSESSMENT AND RESOLUTION OF PRODUCT ISSUES

Once we receive the requested information, our Customer Care Team will conduct an initial assessment.

Depending on the nature and severity of the issue, we may:

• Request additional information or evidence
• Consult with the manufacturer
• Consult with the freight provider
• Arrange an inspection
• Arrange a repair
• Provide replacement parts
• Arrange a replacement product
• Provide a refund
• Provide another appropriate remedy

Where the ACL applies, the available remedy will be determined in accordance with the customer’s rights under the law.

Customers should retain the following until The Feelter has completed its assessment and advised otherwise:

• The product
• Original packaging
• Accessories
• Damaged components
• Shipping labels
• Other items relevant to the reported issue

This may be necessary for further inspection, assessment or collection.

ORGANISING RETURNS 

​For eligible Change-of-Mind returns, The Feelter may arrange collection using a courier or other suitable freight provider.

For smaller Homewares products, customers may be required to return the item to an Australia Post location or another nominated return location.

Where the customer is responsible for return shipping costs, the applicable cost will be communicated before the return is arranged.

Customers requesting a return may be required to provide reasonable proof of purchase, such as:

* Tax Invoice
* Order Confirmation
* Other reasonable evidence of purchase

OUR RETURN ADDRESS

​5 Hunt Street, Coburg, VIC 3073 

ORDER CANCELLATIONS 

GENERAL 

If your entire order was in stock at the time of purchase, you can cancel your order at any time before the item has been packed by our distribution team or dispatched. Please contact us in writing at info@thefeelter.com. 

In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our distribution centre and provide you with a refund, less the dispatch and return shipping fees. 

PRE-ORDER CANCELLATION 

In most cases, we are not able to offer refunds for cancelled pre-orders. We encourage you to read our specific pre-order policy here. 

WARRANTIES

Last Updated: 27/8/2026

OVERVIEW - STANDARD WARRANTY 

Aligned with Australian Consumer Law (ACL), we provide the following warranties on our products: All items are backed by a 12-month standard warranty. For more information on Australian Consumer Law and your rights, please visit the ACCC website. 

The Feelter may provide an additional Product Warranty or Extended Product Warranty for certain products.

The duration and conditions of any such warranty may vary depending on the product.

Any voluntary warranty provided by The Feelter is additional to, and does not replace, the consumer guarantees that may apply under the Australian Consumer Law.

A warranty does not remove or limit any rights a customer may have under the Australian Consumer Law.

COMMERCIAL ORDERS

Products purchased for commercial use may be subject to significantly different levels of:

* Usage frequency
* Handling
* Storage
* Stacking
* Environmental exposure
* Cleaning
* Maintenance

Customers purchasing products for commercial use are responsible for following all applicable product care, storage and usage instructions provided by The Feelter or the manufacturer.

For commercial or high-volume orders, we may require additional information, photographs, videos or other supporting documentation when assessing product-related claims.

Where a claim involves a large number of products, we may need to conduct additional investigation with the manufacturer, freight provider or other relevant parties before determining an appropriate resolution.

Nothing in this section is intended to exclude or limit any rights a customer may have under the Australian Consumer Law.

For all commercial order inquiries we recommend you head to our Trades page and get into contact with our team.

THREE-YEAR EXTENDED WARRANTY 

In addition to your rights under ACL, we also offer a 3-year extended product warranty for an additional 10% of RRP.

This warranty is available for items purchased for private and residential use only, and does not cover products intended for use in commercial environments. We do not currently offer extended commercial warranties beyond the standard 12 month warranty.

If you are looking to order a product with an extended warranty, please contact our friendly customer service team before ordering. Our best contact is: info@thefeelter.com 

WARRANTY SPECIFICS 

Considering your rights under ACL, our product warranty does not cover the following:

• Normal wear and tear including minor blemishes, fading, dents and chipping.
• Damage from abuse or unintended use.
• Damage to packaging.
• Damage resulting from improper maintenance, eg. failure to steam clean your couches regularly.
• Modified goods, ie. you have made unauthorised alterations to your item.
• Insignificant variations in dimensions, colour, natural grain, or finish (as between a received product and an advertised product).
• Marble and natural stone products.
• Minor changes in dimension, colour, and finish. 
• Variation in products produced from natural materials eg. Natural timber table tops with variance in grain texture or quality. 
• Minor differences between products ordered at different times. For example; a Fireside Sofa in Faux Suede No.29 has a slightly different colour to another sofa of the same material that arrived at an earlier time. This can happen between different dye batches in the production of the fabric and is not considered a fault.  

NATURAL TIMBER PRODUCTS

Unless covered by general ACL, our product warranty does not extend to natural timber products. Specifically, we will not refund, exchange or accept the return of goods for perceived defects relating to timber anomalies or figures including curl ripples, growth stripes and rings, mineral streaks and pin knots. These are all considered natural features of the material and do not constitute defects. 

We are more than happy to liaise with clients throughout the production process to ensure that you receive an item that is of a high standard. If you have any queries relating to natural finishes, please do not hesitate to contact our friendly customer care team. 

A more detailed explainer on natural timber products can be found here.

FIBREGLASS PRODUCTS 

It is crucial to note that, given the handmade nature of fibreglass production, each piece, while similar, possesses a distinctive finish and form. We view these variations as inherent to the item's unique qualities rather than design defects. Consequently, we do not offer refunds for perceived differences in finish or form. Should you have any concerns about ordering fibreglass products, we encourage you to reach out to our friendly customer service team for additional information and assistance.