Refund policy

1. Australian Consumer Law

Leaf Living complies fully with the Australian Consumer Law (ACL).

You are entitled to a repair, replacement, or refund if:

• The item has a major manufacturing defect
  
• The item is not as described in a material and objectively verifiable way
  
• The item is not fit for its intended purpose

Proof of defect may be required, including photos, videos, or inspection.

Nothing in this policy excludes or limits your rights under the Australian Consumer Law.

2. Change of Mind Returns (Non-Faulty Items)

Change-of-mind returns may be accepted subject to the following conditions:

• A written return request must be submitted within 7 calendar days of confirmed delivery
  
• A Return Authorisation (RMA) number must be issued before the item is returned
  
• The item must be unused, unassembled, and in original resale condition
  
• The item must be returned in original packaging with all included components

Return shipping is the responsibility of the customer unless otherwise agreed in writing.

Leaf Living reserves the right to refuse returns or apply a partial refund if items are returned:

• Used
  
• Damaged
  
• Missing components
  
• Without original packaging

Returns sent without prior RMA approval may be refused.

3. Exchanges

Customers may request an exchange for an alternative product, subject to the following conditions:

• Exchange requests must be submitted within 7 calendar days of confirmed delivery
  
• A Return Authorisation (RMA) must be issued before the original item is returned
  
• The item must be unused, unassembled, and in original resale condition with all packaging and components included

Once the returned item has been received and inspected, we will arrange the exchange.

If the replacement item has a different price:

• If the replacement item is higher in price, the customer must pay the price difference
  
• If the replacement item is lower in price, the difference may be refunded to the original payment method

Additional shipping charges may apply for exchange orders.

Leaf Living reserves the right to decline exchange requests if the returned item does not meet the required return conditions.

4. Refund Processing

Refunds are processed only after:

• The returned item has been received by our warehouse; and
  
• The item has been inspected and approved

Inspection is typically completed within 7 business days of receipt.

Approved refunds will be issued to the original payment method used for the purchase.
Please allow additional processing time for your bank or payment provider.

5. Oversized Item Collection (Goodwill Assistance)

For oversized items, Leaf Living may offer collection assistance as a goodwill service.

Collection scheduling is subject to:

• Freight carrier availability
  
• Operational planning
  
• Regional freight conditions

Oversized item collection may require additional scheduling time depending on location and logistics availability.

If the customer prefers not to wait for collection, the item may be returned independently via a suitable freight provider after RMA approval.

Delays in collection scheduling do not constitute grounds for refund prior to return.

6. Return Timeframe After RMA

Returned items must be dispatched within 7 calendar days of the RMA being issued unless otherwise agreed.

Failure to dispatch within the agreed timeframe may result in cancellation of the return request.

7. Not as Described Claims (SNAD)

If you believe an item is significantly not as described, please contact us within 7 days of delivery with clear supporting photos or videos.

“Not as described” refers to material differences in objectively verifiable specifications, such as:

• Model
  
• Size
  
• Colour
  
• Material
  
• Quantity
  
• Missing components

The following do not constitute a “not as described” claim:

• Lighting or screen display differences
  
• Normal manufacturing tolerances
  
• Subjective preferences
  
• Assembly differences

Where a claim is raised, we may offer:

• Repair
  
• Replacement
  
• Exchange
  
• Return for inspection prior to issuing a refund.

8. Custom & Made-to-Order Items

Customised or made-to-order products:

• Cannot be cancelled once production has commenced
  
• Are not eligible for change-of-mind returns
  
• Remain covered under ACL for confirmed manufacturing defects

9. Refused Delivery

If delivery is refused without a valid reason:

• Original outbound freight costs are non-refundable
  
• Return freight and handling costs may be deducted from the refund

10. Transit Damage (Regional / Remote Deliveries)

For deliveries fulfilled by third-party carriers

Transit damage must be reported within 48 hours of delivery.

Customers must provide:

• Photos of the product
  
• Photos of the packaging

Packaging must be retained if inspection is required.

If damage is confirmed:

• We will offer repair, replacement, or refund in accordance with ACL
  
• Re-delivery freight for replacement items will be covered by us

Original outbound delivery charges are generally non-refundable where service has been provided, unless required under ACL.

11. Delivery Confirmation

Orders are considered delivered once delivery confirmation is recorded through:

• A third-party freight carrier tracking confirmation; or
  
• A delivery record from Leaf Living’s internal delivery team, including customer signature, delivery photo, or delivery timestamp

Where delivery confirmation is recorded through either method, the order will be considered successfully delivered and fulfilled.

12. Chargeback & Dispute Resolution

Customers are required to contact our Customer Service team first if there is any issue with an order.

We are committed to resolving concerns promptly through repair, replacement, exchange, or return arrangements where appropriate.

Where a chargeback is initiated while delivery, return, or inspection is ongoing, Leaf Living reserves the right to dispute the chargeback and provide supporting documentation, including:

• Order confirmation
  
• Delivery records
  
• Customer communication
  
• Policy compliance

13. Contact Us

For any return, refund, or product concern, please contact our Customer Service team.

Email: customerservice@leafliving.com.au

Phone: 1300 809 911