Returns

1. Change-of-Mind Returns (Full-Price Items Only)

We do not offer change-of-mind refunds or exchanges on sale, clearance or discounted items (including items purchased during promotional periods, with discount codes, bundle offers or other price reductions).

Subject to the conditions below, we may accept a change-of-mind return for full-price items only, and a restocking fee will apply once an order has been processed.

a. Return Eligibility

You may return a product for change of mind only if all of the following criteria are met:

i) the product was purchased at full price (not on sale, clearance, or subject to any promotion or discount); and
ii) the product is unused, unassembled, in its original packaging, and in a strictly resaleable condition (including all hardware, tags, labels and instructions); and
iii) valid proof of purchase can be provided (including order confirmation, tax invoice or receipt); and
iv) you notify us in writing within 7 days of delivery that you wish to return the item.

We may refuse the return or offer a partial refund at our discretion where these conditions are not met.

1.1 How to Request a Change-of-Mind Return

You must email hello@franka.com.au within 7 days of delivery with your order number, details of the item and your reason for return.

Our team will assess your request and, if approved, issue a Return Authorisation (RA) and instructions. You must not send items back without an RA.

1.2 Return Shipping, Restocking Fee and Costs

For change-of-mind returns (including where an order has already been processed or dispatched):

i) you are responsible for all return shipping costs, including any insurance and packaging required to protect the item in transit; and
ii) original shipping fees are non-refundable; and
iii) a restocking fee equal to 20% of the product price will be deducted from your refund to cover handling, processing and warehousing costs once an order has been processed (picked, packed or dispatched); and
iv) if we assist you in arranging return freight, the cost of that freight (and any associated handling fees) will be deducted from your refund in addition to the restocking fee.

We strongly recommend using a trackable shipping service and keeping proof of lodgement.

1.3 Inspection and Refunds for Change-of-Mind

Once the returned item reaches our warehouse, it will be inspected to confirm it is unused, in original packaging and resaleable condition.

If approved, we will process a refund of the purchase price of the product, less the 20% restocking fee and any shipping or handling costs, back to your original payment method within a reasonable time.

If the item is not in resaleable condition (for example, used, damaged, assembled, or missing packaging or parts), we may reject the return or offer a further reduced refund at our sole discretion.

2. Sale, Promotional and Discounted Items

We do not offer change-of-mind returns, exchanges or refunds on any sale, clearance, outlet, promotional or discounted items.

This includes items purchased using a discount or promotional code, during a promotional period (for example, "Welcome" "Boxing Day Sale", "EOFY Sale", "Black Friday"), or as part of a bundle or multi-buy offer.

Where required by the Australian Consumer Law (ACL), you will still be entitled to a remedy if a sale or discounted item is faulty or otherwise fails to comply with a consumer guarantee.

3. Price-Match, Price Adjustments and Promotions

We do not offer price adjustments, partial refunds or credits if the price of an item is reduced after you have placed your order or received your goods.

We do not retrospectively apply discount codes, promotions or sale prices to orders that have already been placed.

We do not guarantee that any particular product will be included in a future promotion or sale, nor that any price will be available for any length of time.

If you wish to benefit from a later sale price and your order has not yet shipped, you may request cancellation under clause 4 (Cancellations Before Dispatch), subject to that clause and our acceptance. You can then place a new order at the then-current price, subject to stock availability.

4. Order Cancellations Before Dispatch

We understand that circumstances change. However, once an order is placed, we start processing it promptly.

If you wish to cancel your order before dispatch, you must contact us as soon as possible at hello@franka.com.au with your order number.

We cannot guarantee that cancellation will be possible, as your order may already be picked, packed, handed to a carrier or in transit.

Where we agree in writing to cancel an order that has already been processed (for example, picked, packed or prepared for dispatch), but has not yet left our warehouse:

i) we may charge a cancellation and processing fee, which may include the 20% restocking fee described in clause 1.2; and
ii) any refund will be processed to your original payment method, less any applicable fees, within a reasonable timeframe.

If the order has already been dispatched or is in transit, the order will be treated as delivered and any request to return will be managed under our change-of-mind policy, including the 20% restocking fee.

5. Custom, Made-to-Order and Special Orders

Certain items are custom-made, made-to-order, or ordered specifically for you from our suppliers.

Custom, made-to-order and special orders are not eligible for change-of-mind cancellations, returns or refunds.

This applies once the order has been confirmed, regardless of whether the item has been manufactured or delivered.

Your ACL rights are unaffected where these items are faulty or do not comply with consumer guarantees.

6. Faulty, Damaged or Incorrect Items

Your rights under the Australian Consumer Law apply in addition to our Policy. If your product is faulty, damaged or not as described, you may be entitled to a repair, replacement, refund or other remedy depending on the nature of the issue.

Important: No restocking fee applies where we confirm that a product is faulty, damaged in transit, or otherwise fails to comply with your rights under the Australian Consumer Law. In those cases, we will provide the appropriate remedy (repair, replacement or refund) and, where required, cover reasonable return freight costs.

6.1 What is a Fault?

A product may be faulty if it:

i) is not of acceptable quality;
ii) is unsafe;
iii) does not match the description or sample; or
iv) is otherwise not fit for its usual purpose or a purpose you told us about before purchase.

This does not include damage caused by misuse, improper assembly, lack of care, modification or normal wear and tear.

6.2 Notifying Us of a Fault

If you believe your item is faulty or damaged, contact us as soon as possible at hello@franka.com.au with your order number, a description of the issue and clear photographs of the product and packaging.

We may ask for additional information or photos to assess the issue.

6.3 Remedies for Faulty Goods

Once we have assessed your claim, and where a fault is confirmed:

i) for minor problems, we may choose to repair the product, replace it, or provide a refund or store credit, at our discretion, in accordance with the ACL; and
ii) for major problems (for example, where the product is unsafe or significantly different from the description), you may choose a replacement or a refund.

If a return of the faulty item is required:

i) we will provide you with a Return Authorisation and instructions; and
ii) if we confirm a fault under the ACL, we will bear the reasonable cost of return shipping (for example, via a pre-paid label or by reimbursing agreed freight costs).

We do not accept returns for products damaged due to misuse, neglect, improper assembly, unauthorised repairs or alterations.

7. Condition of Returned Goods

All items returned (whether for change-of-mind or otherwise) must be carefully disassembled (if applicable) and repackaged, protected to avoid damage in transit, and returned with all parts, accessories and manuals.

We may refuse a refund or reduce the amount of any refund if the item is received damaged (where the damage is not due to a manufacturing defect and is reasonably attributable to your handling or inadequate packaging), used, or otherwise not in resaleable condition for change-of-mind returns.

8. Proof of Purchase

To process any return, refund, repair or replacement, we may require proof that you purchased the item from Franka, such as your order confirmation email, tax invoice, or receipt.

Without proof of purchase, we may be unable to provide a remedy, except as required by law.

9. Consumer Guarantees

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

If a product or service fails to meet a consumer guarantee, you are entitled to a remedy, which may include repair, replacement, refund or compensation for reasonably foreseeable loss.

Our change-of-mind policy and promotional terms operate in addition to, and do not override, these statutory rights.

10. Contact Us

If you have any questions about this Policy or wish to make a return or warranty claim, please contact us:

Email: hello@franka.com.au
Website: https://franka.com.au

Franka Pty Ltd
ABN: 91 661 333 142
Sydney, NSW, Australia

Thanks again for shopping with Franka!