Returns & Refunds policy
Australia
This policy applies to orders delivered within Australia.
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 those rights. Our change-of-mind returns are offered in addition to them.
Damaged on delivery
Please inspect your order when it arrives and photograph any damage before unpacking further. Let us know within 7 days of delivery where possible, as this lets us resolve it quickly with our carrier. Reporting later does not remove your rights if the item arrived damaged.
Email support@larkwoodfurniture.com.au with your order number, photos of the damage and the packaging, and a short description. We will repair, replace or refund the item, and we cover all freight costs.
Faulty items and warranty claims
Larkwood furniture is covered by a 2-year warranty against defects in materials and workmanship from the date of delivery. This warranty is in addition to your rights under the Australian Consumer Law, which can continue beyond 2 years for furniture of this type and price. If you believe an item is faulty, contact us as soon as you notice the problem.
Email support@larkwoodfurniture.com.au with your order number, photos of the fault and a short description. Where an item is faulty, we will arrange and pay for collection if returning it would cost you significantly.
For minor faults, we will resolve the problem at our option, in this order: repair in your home by a local furniture technician; supply of a replacement part, such as a leg, drawer runner or hardware; a partial refund that reflects the fault, if you choose to keep the item; or, where none of these is practical, a full refund after we collect the item at our cost.
If a fault is a major failure under the Australian Consumer Law, you can choose a refund or a replacement instead.
Solid timber is a natural material. Variations in grain, colour and knots, and minor seasonal movement, are characteristics of the timber and not faults. The warranty does not cover damage from misuse, accidents or not following our care instructions, or damage caused by extreme humidity or dryness, direct heat sources (such as heaters, radiators and fireplaces) or prolonged direct sunlight. The warranty covers residential use only and applies to the original purchaser.
30-day home trial
Live with your furniture for 30 days. If it isn't right for your home, you can return it within 30 days of delivery for a refund of the product price, or for an exchange or store credit if you prefer.
- Condition: the item must be in the same condition it was delivered in, allowing for normal light use during the trial. It must be free of damage, marks, stains and odours (including smoke and pets), with all parts, hardware and proof of purchase. Assembled items are accepted.
- Return freight: for collections in the Melbourne, Sydney and Brisbane metropolitan areas, return freight is capped at $200 per order. For all other locations, return freight is charged at the amount our courier quotes. We will confirm the charge before booking the collection.
- Delivery fees: original delivery fees are not refunded for change-of-mind returns.
Every return is inspected on arrival. If an item is not in the condition described above, we may deduct the cost of repair from your refund, offer store credit instead, or decline the return.
All returns are collected by our courier so items are wrapped and handled properly. We do not accept drop-offs at our warehouse.
Made-to-order, custom-size and custom-finish items cannot be returned for change of mind. Items marked Final Sale (clearance, ex-display, seconds) also cannot be returned for change of mind. Your ACL rights still apply to all of these items.
Cancellations
- In-stock items: cancel any time before dispatch for a full refund.
- Made-to-order items cannot be cancelled once ordered. Your rights under the Australian Consumer Law still apply.
- Made-to-order lead times are estimates. Ocean freight and container shipping delays can add 4 to 8 weeks to the quoted lead time. If your order is delayed beyond this, we will contact you with options.
How to return an item
- Email support@larkwoodfurniture.com.au within 30 days of delivery with your order number and the reason for the return. Please wait for our confirmation before sending anything.
- Collection: all returns are collected by our courier. Metro Melbourne, Sydney and Brisbane collections are capped at $200 per order; other locations are charged at the courier's quote. We confirm the amount before booking.
Refunds
We inspect returns within 3 business days of receiving them. Approved refunds are processed to your original payment method within 7 days of approval, less any return freight we confirmed with you. Your bank may take a further 3 to 5 business days to show the funds.
Contact
Email support@larkwoodfurniture.com.au. We reply within 2 business days.
United States
This policy applies to orders delivered within the United States, which ship from our warehouse in Houston, Texas. All amounts are in USD. This policy does not limit any rights you have under the laws of your state.
Damaged on delivery
Please inspect your order at delivery. If you see damage to the packaging or the item, note it on the delivery receipt before signing and take photos.
Report damage within 48 hours of delivery by emailing support@larkwoodfurniture.com.au with your order number, photos of the item and packaging, and a short description. Concealed damage found after unpacking must be reported within 7 days of delivery. We will repair, replace or refund the item at no cost to you.
Limited Warranty
Larkwood furniture is covered by a 2-year Limited Warranty against defects in materials and workmanship from the date of delivery. If a covered defect appears, we will resolve it at our option, in this order: repair in your home by a local furniture technician; supply of a replacement part, such as a leg, drawer runner or hardware; a partial refund that reflects the defect, if you choose to keep the item; or, where none of these is practical, a full refund of the product price after we collect the item at our cost. Whole-item replacements are not offered.
The warranty does not cover natural timber characteristics (variations in grain, colour and knots, or minor seasonal movement), normal wear, misuse, accidents, or damage from not following our care instructions. It also does not cover damage caused by extreme humidity or dryness, direct heat sources (such as heaters, radiators and fireplaces) or prolonged direct sunlight. The warranty covers residential use only and applies to the original purchaser only. To make a claim, email support@larkwoodfurniture.com.au with your order number, photos and a short description of the issue.
Returns
You can request a change-of-mind return within 7 days of delivery. Change-of-mind returns are at your cost: the restocking fee, the original delivery cost and the return freight are all deducted from your refund.
- Condition: the item must be in the same condition it was in when delivered: unused, undamaged, free of marks, scratches, stains and odours (including smoke and pets), with all parts, hardware and instructions included.
- Packaging: our carrier wraps and packs the item at pickup. Please have it complete, with all parts and hardware, and ready for collection.
- Restocking fee: 25% of the product price is deducted from every change-of-mind return. This covers inspection, handling, repacking and the reduced resale value of a returned item.
- Original delivery: the cost we paid to deliver your order is deducted at cost, including orders that shipped free.
- Return freight: the actual amount our freight company charges to collect and return the item to our Houston warehouse is deducted from your refund. We will give you this amount before booking the pickup.
- Delivery fees: white glove delivery fees are non-refundable.
- Inspection: every return is inspected on arrival. If an item is not in the same condition it was delivered in, we may refuse the return and send the item back at your cost, or deduct the cost of repair from your refund.
Items marked Final Sale cannot be returned for change of mind. Damaged and defective items are covered in full under Damaged on delivery and our Limited Warranty above, with no restocking fee or freight charge. Not sure an item is right for your space? Email support@larkwoodfurniture.com.au before you order for extra photos, measurements or timber samples.
Cancellations
- In-stock items: cancel any time before dispatch for a full refund. If your order has already been dispatched, you pay 100% of the freight in both directions, deducted from your refund.
- Pre-orders: we only dispatch items once they are in stock at our Houston warehouse. Items not yet in stock are sold as pre-orders, with the estimated dispatch date shown on the product page and in your order confirmation. Pre-orders cannot be cancelled before that date.
- If we cannot dispatch your pre-order by the estimated date, we will email you with a revised date, and you can choose to wait or cancel for a full refund.
How to return an item
- Email support@larkwoodfurniture.com.au within 7 days of delivery with your order number, the item, the reason for the return and photos showing its current condition.
- We will confirm whether the return is approved and send you the return freight cost.
- Once you accept, we book the pickup with our carrier. All returns must be collected by our carrier: at pickup, the carrier will inspect and photograph the item, wrap and pack it, and ask you to sign a condition record. Customer-arranged freight is not accepted.
- Items sent without our return authorization will be refused.
For damage or warranty claims, email support@larkwoodfurniture.com.au with your order number, photos and a short description. We assess claims within 5 business days and arrange and pay for any pickup needed.
Refunds
We inspect returns within 3 business days of their arrival at our Houston warehouse. Approved change-of-mind refunds are issued to your original payment method within 7 days of inspection, less the restocking fee, original delivery cost and return freight. Refunds for damaged or defective items are issued in full. Your bank may take a further 3 to 5 business days to show the funds.
Contact
Email support@larkwoodfurniture.com.au. We reply within 2 business days.
