At Leaf Living, we specialise in large, specialised, and made-to-order products that require careful preparation, coordination, and delivery planning.
To ensure transparency and a professional customer experience, delivery timeframes vary depending on the type of product, fulfilment process, and delivery region.

1. Order Processing & Communication

Customers will receive automated email updates at key stages of the order process, including:

• Order confirmation
• Order preparation or scheduling
• Dispatch or delivery booking (where applicable)

If you do not receive an email update, please check your spam folder or contact us at
customerservice@leafliving.com.au

(Occasionally, incorrect or missing email addresses may prevent system notifications from being delivered.)

2. Delivery Timeframes (Based on Product, Fulfilment Type & Region)

To provide clear and fair expectations, delivery timeframes are determined by the nature of the product and the fulfilment method involved.

A. In-Stock Standard Products (Available in local warehouses)

Typical dispatch: 2–5 business days

Estimated delivery timeframe after dispatch:

• Metro areas: 5-10 business days
• Regional areas: 7-14 business days

Delivery timeframes may vary depending on scheduling availability and delivery location.

B. Custom-Made & Made-to-Order Products

Some products are custom-made or produced to order to meet individual customer requirements.

These products require production and preparation prior to delivery.

Estimated delivery timeframe: 4–8 weeks

The estimated delivery timeframe (ETA) is clearly displayed on the product page prior to purchase.

Customers will be notified if any significant changes occur during the process.

C. Small & Lightweight Items (Under 5kg)

Some smaller items may be delivered separately from larger products.

Typical delivery timeframe: 5–10 business days.

Delivery method depends on item availability and destination.

D. Vehicles, Machinery & Equipment Products

Some products sold by Leaf Living are classified as vehicles, machinery, or specialised equipment, including but not limited to mobility products and motorised or remote-controlled machinery (such as lawn and maintenance equipment).

These products require additional preparation, configuration, and delivery planning to ensure they meet individual customer needs.

Prior to delivery, our team may contact customers to confirm specifications, usage conditions, and delivery readiness.

The estimated delivery timeframe is typically 2–4 weeks after all product requirements and specifications have been confirmed in writing (email confirmation).

This timeframe reflects the coordination, preparation, and scheduling required for safe and correct delivery.

Delivery arrangements will proceed only once all key details are confirmed.

E. Interstate Warehouse Transfers

To ensure fair pricing and consistent service across all regions, Leaf Living operates five self-owned warehouses (Sydney, Melbourne, Brisbane, Adelaide, Perth). Stock availability varies by SKU and location. If local stock is unavailable, an order may be fulfilled from another warehouse, an order may be fulfilled via an interstate warehouse transfer.

Interstate transfers may add approximately 1–2 weeks to the overall delivery timeframe.

Customers will be notified once the transfer and delivery scheduling are confirmed.

This approach allows us to offer broader product availability nationwide while maintaining equitable delivery conditions.

F. Orders Including Installation Services

For orders that include professional installation services:

• Delivery and installation are coordinated and completed together by our installation team.
• This ensures products are delivered, positioned, and installed correctly in a single visit.
• As a result, delivery may take approximately 1 additional week longer than standard delivery services.

Customers will be contacted in advance to confirm site readiness and scheduling.

3. Western Australia (Perth) Delivery Information (Specific Regional Fulfilment Model)

Leaf Living operates a dedicated Perth warehouse and local delivery network to service customers across Western Australia.

A. Perth Metro Area Delivery

Selected products are eligible for free metro delivery, subject to:

• Stock availability at the Perth warehouse
• Delivery scheduling capacity

Delivery timeframes may vary depending on order volume, product type, and scheduling requirements.

Our local delivery team will contact customers in advance to arrange a suitable delivery time.

B. Regional Western Australia

Orders delivered to regional WA areas may require additional transit and scheduling time.

Delivery timeframes will be confirmed after order review and scheduling coordination.

C. Local Pickup (Perth Warehouse)

Free local pickup is available from our Perth warehouse.

Pickup is by booking only and subject to stock availability.

Customers will be notified once the order is ready for collection.

D. Priority & Special Delivery Requests

Priority delivery options may be available at an additional cost.

If required, please contact us at customerservice@leafliving.com.au to request a delivery quote and availability confirmation.

Specific delivery time requests are subject to scheduling availability and confirmation.

4. Delivery Scheduling & Requirements

Delivery is typically to the ground floor / front door / garage access.

For heavy or large items, an able-bodied person may be required to assist with unloading.

Missed deliveries may result in:

• Re-delivery fees, and/or
• Delays due to re-scheduling

5. Peak Periods & Exceptional Circumstances

During peak periods (such as public holidays or major sales events), delivery timeframes may be extended.

Delays may occasionally occur due to carrier capacity, scheduling constraints, or other unforeseen logistics factors.

Customers will be notified if significant delays arise.

6. Our Commitment to Transparency & Fair Resolution

We aim to deliver all orders within the estimated delivery timeframes stated on our website.

If an order is delayed beyond a customer’s expectations, customers are welcome to contact us at customerservice@leafliving.com.au to discuss available options, including:

• Alternative product solutions, or
• A full refund, should the customer prefer not to proceed.

Leaf Living is committed to clear communication, professional fulfilment, and fair resolution at all times.

30-Day Returns & Customer Satisfaction Policy

At Leaf Living, we want our customers to shop with confidence. Eligible products purchased directly from Leaf Living may be returned within 30 days of delivery, subject to the eligibility requirements and return conditions set out below.

Our 30-day return policy includes two separate circumstances:

1. Change of Mind Returns - for eligible unused products that remain in original, resellable condition; and
2. Product Quality, Incorrect Item or Merchant Error Claims - which are assessed based on the circumstances of the individual case and handled in accordance with the Australian Consumer Law.

This policy operates in addition to, and does not exclude, restrict or modify, any rights or remedies available to consumers under the Australian Consumer Law.

A. Change of Mind Returns

We understand that customers may sometimes change their minds.

Customers may request a change-of-mind return within 30 days from the date of delivery for eligible products.

To qualify, the product must:

• be unused;
• remain in its original and resellable condition;
• include all original packaging, accessories, manuals and parts;
• not have been assembled, installed, customised, altered or damaged after delivery; and
• be safely packed and suitable for return transportation.

To assist us in assessing return eligibility and arranging safe transportation, customers may be asked to provide clear photographs showing the product, packaging, accessories and its current condition.

Once the return has been reviewed and approved, we will provide return or collection instructions.

For approved change-of-mind returns, any applicable collection or return freight charges will be advised before collection is arranged.

For change-of-mind returns, Leaf Living absorbs the original standard delivery cost and any normal resale handling impact. We do not charge a restocking fee.

A return pickup fee applies:

• within our Free Metro Delivery areas: a flat $50 pickup fee will be deducted from the refund;
• outside our Free Metro Delivery areas: the return pickup fee will be the same as the delivery fee applicable to that location and item type.

The pickup fee will be confirmed before collection is arranged.

Once the returned product has been received and its condition verified, the applicable refund will be processed to the original payment method.

Nothing in these change-of-mind conditions limits any rights a customer may have under the Australian Consumer Law.

B. Product Quality, Incorrect Item or Merchant Error

If you believe that a product has a quality issue, is different from what was ordered or described, or has been affected by an error on our side, please contact our Customer Care Team as soon as reasonably possible.

Please provide your order number together with photographs, videos or other information reasonably required to help us understand and assess the reported issue.

Depending on the nature of the concern, our assessment process may include:

• reviewing photographs or videos;
• confirming the product model and specifications;
• troubleshooting or technical assessment;
• an on-site inspection where appropriate; or
• arranging collection of the product for physical inspection where reasonably required.

Where collection is required for assessment, we will provide the appropriate collection instructions. For large or bulky products, the item must be safely accessible and suitable for transportation.

Following assessment, we will provide an appropriate remedy based on the circumstances and the customer's rights under the Australian Consumer Law. Depending on the situation, this may include repair, replacement, supply of replacement parts, other appropriate support, refund, or another remedy available under the Australian Consumer Law.

Where a product is confirmed to have a fault or other issue for which Leaf Living is responsible, Leaf Living will bear the reasonable cost of any return or collection required as part of the applicable remedy.

Nothing in this policy limits any rights or remedies available under the Australian Consumer Law.

Return Condition Requirements

To qualify for a 30-day change-of-mind return, the item must remain suitable for resale.

Returns may be refused, or deductions may apply if the product is:

• used;
• damaged after delivery;
• missing parts, accessories or manuals;
• missing original packaging;
• not safely packed for return transport;
• altered, assembled in a way that affects resale, or not in original condition;
• customised, personalised, clearance-only, or otherwise excluded on the product page.

For large or bulky items, pickup can only be arranged once the item is confirmed to be safely accessible and suitable for transport.

How to Request a Return or Product Assessment

Please contact our Customer Care Team and provide:

• your order number;
• the reason for your return or product concern;
• clear photographs or videos showing the product and relevant issue;
• photographs showing the overall condition of the product;
• photographs of packaging, accessories and parts where relevant; and
• any other information reasonably required to assess the matter and arrange the appropriate next step.

Our Customer Care Team will review the information provided and advise the appropriate next step, which may include further assessment, troubleshooting, inspection, return or collection arrangements.

For large or bulky items, collection can only be arranged once the item is confirmed to be safely accessible and suitable for transport.

We appreciate your trust in Leaf Living and want every customer to feel confident when shopping with us.

At Leaf Living, we are committed to providing high-quality products designed for durability and long-term enjoyment. To give our customers peace of mind, we now offer up to 5 years’ warranty on selected products, depending on the product category and warranty plan chosen.

Our standard warranty remains at 12 months across all product categories, with the option to purchase Extended Warranty Plans of up to 5 years for qualifying items.

1. This warranty covers:

• Manufacturing defects in materials or workmanship.
• Structural failures, such as breakage of frames or welded joints.
• Electrical or mechanical component failures due to defects.
• Deterioration of materials not resulting from normal wear and tear.

2. Exclusions & Limitations

This warranty does not cover:

• General wear and tear – including surface scratches, dents, fabric fading, or discoloration due to prolonged exposure to sunlight or moisture
• Accidental damage, misuse, or neglect – including improper assembly, overloading, impacts, or failure to follow usage guidelines.
• Environmental and weather-related damage – including exposure to extreme temperatures, excessive humidity, UV degradation, rust, mold, or mildew.
• Consumable parts and accessories – including but not limited to pool table felt/cloth, batteries, rubber grips, seat cushions, and charging cables, unless faulty at the time of delivery.
• Unauthorized modifications or repairs – any tampering, alterations, or use of non-original parts will void the warranty.
• Commercial or rental use – unless explicitly stated, this warranty applies solely to residential use.
• Free bonus accessories – any complimentary items provided with the main product are not covered under this warranty.

3. Extended Warranty Options – Now Up to 5 Years

For select products, Leaf Living offers Extended Warranty Plans for purchase, providing additional coverage up to a total of 5 years. These plans are designed to offer long-term protection and peace of mind.

Extended Warranty Benefits:

• Additional Coverage Duration: Extend your warranty for up to 4 additional years beyond the standard 12-month warranty.
• Comprehensive Protection: Coverage may include repairs, replacements, and other services not included in the standard warranty.
• Convenience: Simplified claims process with direct access to our customer support team.

Terms and Conditions:

• Availability: Extended Warranty Plans are available for purchase at the time of product purchase or within 30 days thereafter.
• Pricing: The cost of the Extended Warranty Plan varies depending on the product and the selected coverage period (1 to 4 additional years).
• Activation: Coverage under the Extended Warranty Plan begins immediately after the expiration of the standard 12-month warranty.
• Transferability: Extended Warranty Plans are typically non-transferable and apply only to the original purchaser.

4. How to Purchase an Extended Warranty

To add an Extended Warranty Plan to your purchase:

• At Purchase: Select the Extended Warranty option during checkout on our website.
• Post-Purchase: Contact our customer service team within 30 days of purchase to inquire about adding an Extended Warranty Plan.

5. Warranty Claim Process

If you encounter an issue covered under warranty, please follow these steps:

Step 1: Submit a Warranty Claim
Contact our customer service team at customerservice@leafliving.com.au or 1300 809 911 with:

• Proof of purchase (order number, receipt, or invoice).
• A detailed description of the issue, including how and when it occurred.
• Photographic or video evidence clearly showing the defect.

Step 2: Warranty Assessment
Our team will review your claim and may request additional details if needed.

Step 3: Resolution Options
If the claim is approved, Leaf Living may, at its sole discretion, offer:

• Replacement of defective parts.
• Full product replacement.
• Refund (where applicable), in line with our refund policy.

6. Additional Terms & Conditions

• If the original product is discontinued, we may replace it with a comparable product of equal value.
• Customers may be responsible for return shipping costs if the issue is not due to a manufacturing defect.
• Warranty claims must be made within the active warranty period (up to 5 years, depending on the product and plan purchased).
• This warranty is non-transferable and applies only to the original purchaser.

7. Australian Consumer Law Compliance

This warranty operates in addition to your rights under Australian Consumer Law (ACL). Under the ACL:

• Consumers are entitled to a replacement or refund for a product that has a major failure.
• Consumers are entitled to repair or replacement if a product fails to meet acceptable quality standards and the failure is not classified as major.

For more information, visit the Australian Competition & Consumer Commission (ACCC)website.

8. Customer Support

📧 Email: customerservice@leafliving.com.au

📞 Phone: 1300 809 911

We appreciate your trust in Leaf Living and are committed to supporting you throughout the lifespan of your product.