Refund policy

Returns and refunds

This policy should be read with our Terms and Conditions of Sale, which govern every order placed with Franka. Where there is any inconsistency, the Terms and Conditions of Sale prevail.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits, excludes or modifies the application of the Australian Consumer Law, the exercise of any right conferred by it, or any liability of Franka for failure to comply with a consumer guarantee. To the extent that any provision would have that effect, it does not apply.

These rights apply to sale, clearance, discounted, floor stock, seconds and made-to-order items on the same basis as to goods sold at full price.

Faulty, unsafe, misdescribed or unfit products

Where a product is faulty, unsafe, not as described, does not correspond with a sample, or is not fit for a purpose disclosed to Franka, contact support@franka.com.au, copying hello@franka.com.au, with your order number, photographs of the item and of the affected area, and a description of what has occurred.

Please retain the item and all component parts, and do not repair or dispose of them, so that the cause can be determined. Where a structural component has failed, retain the broken parts.

Where a product is broken, cracked, unstable or unsafe, withdraw it from use, together with other items of the same model in the same location. Any injury must be reported immediately, and in any event within 24 hours, to support@franka.com.au marked “SAFETY”.

Franka will acknowledge a claim within 2 business days, advise within 5 business days what is required to assess it, and provide a substantive written response within 15 business days of receiving the required information.

No restocking fee, return freight cost or other deduction applies where Franka confirms that a product is faulty, damaged in transit or otherwise fails to comply with a consumer guarantee. Franka bears the reasonable cost of returning such goods.

Where a failure is a major failure, the customer elects between refund and replacement. Where a failure is not a major failure, Franka will repair, replace or refund the item within a reasonable time.

Change of mind

Change of mind is separate from the above, and is offered at Franka’s discretion on the following conditions.

In-stock items. Franka will accept a change-of-mind return where the product was purchased at full price (not on sale or clearance and not subject to any promotion, discount, bundle offer or discount code); the request is made within 7 days of delivery by email to support@franka.com.au quoting the order number; valid proof of purchase is held; and the item is unused, unassembled, in its original packaging and in strictly resaleable condition.

A Return Authorisation must be obtained before goods are returned. On an approved return, a restocking fee of 20% of the item price is deducted, return shipping is at the customer’s cost, and original delivery charges are not refunded. A store credit may be issued in lieu of a refund at the customer’s election.

Cancellation before dispatch. An in-stock order may be cancelled without charge where Franka is notified within 24 hours of the order being placed and the order has not yet been picked and packed. Where an order has already been picked and packed, a charge applies equal to the lesser of the restocking fee above and Franka’s actual costs reasonably incurred.

All sale items are final sale. Sale, clearance, discounted, promotional and bundle items — whether purchased online, in store, as floor stock or as factory seconds — are not eligible for change-of-mind return, exchange or credit. The same applies to made-to-order and custom items, cut fabric, gift cards, and items that have been used, assembled, installed, modified or damaged after delivery.

“Final sale” denotes finality for the purposes of change of mind only. It does not affect statutory rights, which apply in full as set out above.

Made-to-order and custom items

Made-to-order and custom items are manufactured to the customer’s specification from materials selected by the customer and cannot be resold. They are not eligible for change-of-mind return. Where the customer cancels after approval of the specification:

• before the order is placed into production or materials are ordered — the lesser of 10% of the item price and Franka’s actual costs reasonably incurred;
• after production has commenced or materials have been ordered — the lesser of 35% of the item price and Franka’s actual costs reasonably incurred;
• after completion — Franka will advise what portion of the cost is recoverable and will charge no more than its actual loss.

In each case Franka will refund the balance of the deposit and will provide an itemised statement of the costs charged on request. Franka will not retain any amount exceeding its actual loss. Cancellation must be confirmed in writing.

Where a made-to-order or custom item is faulty, unsafe, not as described or not fit for the purpose disclosed to Franka, statutory rights apply in full. Made-to-order status does not affect statutory rights.

Floor stock, ex-display, seconds and clearance

These items are sold at a reduced price by reason of a specific condition such as a mark, a repair, a variation or wear arising from display, and all such sales are final sale for change-of-mind purposes. Franka will describe the specific condition of the item in writing before purchase and record that description on the order confirmation. The customer will have no claim in respect of the condition so disclosed.

Franka does not sell goods on an “as is” basis excluding all rights. Where such an item has a defect that was not disclosed, or is unsafe, consumer guarantees apply in full and no restocking fee or freight cost is payable in respect of rectification.

Price adjustments

Franka does not offer price adjustments following purchase where an item is subsequently reduced.

Escalation

Where a customer disagrees with an assessment, the matter may be escalated to management, and Franka will provide a substantive response within 10 business days. A customer may also refer a matter to the consumer protection agency in their State or Territory (in New South Wales, NSW Fair Trading), or to a tribunal or court. Nothing in this policy requires a customer to exhaust Franka’s internal process, and nothing in it limits the time within which a claim may be brought.

Contact

Franka Pty Ltd · ABN 91 661 333 142 · PO Box 162, Strawberry Hills NSW 2012
Claims, warranty and product safety: support@franka.com.au, copied to hello@franka.com.au
Orders and general enquiries: hello@franka.com.au