Returns Policy

1. Change-of-Mind

We understand that sometimes products may not meet your expectations or you may change your mind about a purchase. Please read our below policy for more information prior to making a purchase.

a. Return Eligibility

You may return a product if you have changed your mind (or if the product is not suitable for your needs) if the following criteria is met:

i) the product is full price (i.e. not on sale); and
ii) the product is in its original packaging, unused, and in a resaleable condition; and
iii) proof of purchase can be verified; and
iv) the product is returned (or a return notification is received by our team) within 7 days of purchase.

b. Return Notification

You must notify us of your intention to return a product within 7 days of its purchase by email to hello@franka.com.au.  Please provide your order number and your reason for return.

c. Return Authorisation

Once we receive your notification of a return, we will review the information and determine if the return is eligible. If the item is eligible, we will issue a return authorisation number and provide you with instructions on how to return the product.

d. Return Shipping

You will be responsible for the cost of shipping the product back to us. Please ensure that the product is packaged securely to prevent damage during shipment.

e. Return Refund

Once we receive the product and confirm that it is in its original condition, we will process a refund for the purchase price of the product. Please note that shipping costs are non-refundable.

f. Return Exceptions

We do not accept change-of-mind returns or exchanges for custom-made items or items that:

i) have been used, assembled, or modified in any way; or
ii) were purchased on sale or with a discount code; or
iii) are shipped/sold by a third-party supplier (including but not limited to Ethnicraft; Feelgood Designs, WestWood Furniture

  

2. Faulty / Defective Items

We strive to always provide the highest quality items and ensure that each product is thoroughly inspected before shipment. However, we understand that sometimes things can go wrong. Please read our policy below for more information:

a. Return Eligibility

You may only return an item under this section if it is found to be faulty or defective upon arrival. This includes manufacturing defects or damage caused during shipment.

b. Structural Warranty

All items are covered by our standard structural warranty; however, please note that the fabric and leather warranty does not apply to the following items:

i) floor stock; and
ii) any and all sale items.

c. Return Notification

You must notify us of any faulty or defective products within 48 hours of receiving your order by email to hello@franka.com.au. Please provide a detailed description of the fault, along with photographic evidence where possible.

d. Return Authorisation

Once we receive your notification of a faulty product, we will review the information and determine if a return is necessary. If so, we will issue a return authorisation number and provide you with instructions on how to return the product.

e. Return Shipping

You will be responsible for the cost of shipping the faulty product back to us. Please ensure that the product is packaged securely to prevent further damage during shipment.

f. Return Refund/Replacement

Once we receive the faulty product and confirm the fault, we will provide you with the option of a replacement or refund. If you choose a replacement, we will ship the new product to you as soon as possible. If you choose a refund, we will process the refund within 14 days of receiving the faulty product.

g.Return Exceptions

We do not accept returns for products that have been damaged due to misuse, neglect, or improper assembly. We also do not accept returns for products that have been modified or altered in any way.

 

3. Custom Orders

a. Please note that custom orders are not eligible for change-of-mind refunds.

b. If you have made a custom order that you wish to cancel, please let us know by email as soon as possible.

c. Any cancellation requests received before an order has been confirmed (by way of order confirmation email from our team) will not incur a cancellation fee.

d. If you wish to cancel a custom order after your order has been confirmed, a cancellation fee will apply of 35% of the total price

e. We will require confirmation of your cancellation request in writing (by way of email) before we can proceed with cancelling your order.

f. Additional cancellation fees may also apply depending on various factors, including but not limited to the progress and status of your order and/or any work performed or materials used prior to the cancellation request.

We hope this provides you with the necessary information on our returns policy. If you have any questions or concerns, please do not hesitate to contact us.

Thanks again for shopping with Franka!