Refund policy
This policy outlines how Slafay handles return requests, refunds, exchanges, product issues and order cancellations for purchases made through our online store.
It should be read together with your rights under the Australian Consumer Law. Nothing in this policy is intended to remove, restrict or replace any consumer guarantees or other legal rights that may apply to your purchase.
1. Before Requesting a Return
Please check your order carefully once it arrives. We recommend inspecting all cartons, product parts, finishes, accessories and fittings before assembly or installation.
If you believe an item is damaged, faulty, incorrect or missing parts, please contact us as soon as possible with your order details and clear photos or videos showing the issue.
Keeping the original packaging is strongly recommended until your order has been checked. Packaging may be required if a carrier claim, parts replacement, return assessment or collection arrangement is needed.
2. Return Eligibility
Customers may contact us within 30 days of receiving their order to request a return assessment.
To be considered for return, the product should generally be:
· Unused
· Unassembled
· Undamaged
· In resalable condition
· Returned with original packaging, parts, accessories and documentation
· Supported by proof of purchase
Return requests are assessed before approval. Please do not send items back without written confirmation from Slafay, as unauthorised returns may not be accepted.
If a return is approved, we will provide the relevant return instructions and return address.
3. Change-of-Mind Returns
Due to the size, weight and handling requirements of furniture products, change-of-mind returns are reviewed on a case-by-case basis.
A change-of-mind return may include situations where:
· You selected the wrong item
· You changed your preference
· The product does not suit your space
· You no longer need the product
· You ordered the incorrect size, colour or configuration
If a change-of-mind return is approved, the customer may be responsible for return freight, handling, inspection or restocking costs. Any applicable costs will be confirmed before the return proceeds.
Change-of-mind returns are generally only considered where the item has not been assembled, installed, modified, used or damaged.
This section does not affect your rights if the product is faulty, damaged, unsafe, not as described or does not meet the consumer guarantees under the Australian Consumer Law.
4. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incorrect or materially different from the product description, please contact us with supporting photos or videos.
Depending on the issue, we may arrange one or more of the following remedies:
· Replacement parts
· Repair support
· Product replacement
· Refund
· Another appropriate solution
The available remedy will depend on the nature of the issue, whether the item has been used or assembled, and whether the problem is considered a minor or major failure under the Australian Consumer Law.
Where a product does not meet applicable consumer guarantees, Slafay will provide a remedy in accordance with Australian Consumer Law requirements.
5. Packaging Damage
Outer packaging may sometimes show marks, dents or wear during freight handling.
If the carton or crate appears damaged on delivery, please take clear photos before opening it. Packaging damage does not always mean the product itself is damaged, but it is important evidence if a claim needs to be reviewed.
If product damage is found after opening the packaging, please contact us promptly with photos of:
· The outer packaging
· The damaged area
· The full product
· Any shipping labels or carton markings
This helps us assess the issue and work with the carrier where required.
6. Product Appearance, Colour and Measurements
We make reasonable efforts to display product images, colours, finishes and materials accurately on our website.
However, furniture may appear slightly different in person due to lighting, photography, screen settings, production batches, surface texture, natural material characteristics or viewing angle.
Minor differences in colour, grain, texture, sheen, finish or measurement that do not affect normal use are not usually considered defects.
Please check product dimensions carefully before placing an order. Small measurement variations may occur due to manufacturing or manual measurement differences.
7. Made-to-Order and Customised Items
Some Slafay products may be made to order or customised based on the selected size, colour, finish, configuration or other product options.
Once production has started, made-to-order or customised products generally cannot be cancelled, returned or refunded due to change of mind, unless required under the Australian Consumer Law.
If a made-to-order or customised product is faulty, damaged, unsafe, not as described or does not meet consumer guarantees, we will review the issue and provide an appropriate remedy in accordance with applicable requirements.
8. Delivery Timeframes and Delays
Delivery timeframes shown on our website are estimates only.
Actual delivery times may be affected by production schedules, freight availability, warehouse handling, port processing, customs clearance, courier operations, public holidays, peak periods, weather events or other factors outside our reasonable control.
A delivery delay does not automatically cancel an order or entitle the customer to a refund once the order has entered production, packing, dispatch or freight handling.
We will make reasonable efforts to keep customers updated where delays occur. This section does not limit any rights you may have under the Australian Consumer Law.
9. Items Generally Not Accepted for Return
Unless required under the Australian Consumer Law, returns or refunds are generally not offered for:
· Change-of-mind returns that have not been approved by Slafay
· Made-to-order or customised products once production has started
· Clearance, discontinued or final sale items
· Products that have been assembled, installed, modified, used or damaged
· Items returned without original packaging, parts, accessories or documentation
· Minor colour, finish, texture, grain or measurement variations that do not affect normal use
· Orders affected by delivery delays outside Slafay’s reasonable control
· Orders where incorrect delivery details were provided by the customer
This section does not apply where a product is faulty, damaged, unsafe, not as described or does not meet consumer guarantees under the Australian Consumer Law.
10. Refunds
Approved refunds will be issued to the original payment method used at checkout, unless otherwise agreed.
After a refund has been processed by Slafay, it may take approximately 6–11 business days to appear in your account, depending on your bank, card issuer or payment provider.
For approved change-of-mind returns, any applicable return freight, handling, inspection, payment processing or restocking costs may be deducted from the refund where permitted. We will confirm any applicable deductions before the return proceeds.
If a refund has already been approved and is being processed, please contact us before lodging a payment dispute or chargeback so we can assist directly and avoid unnecessary delays.
11. Order Cancellations
If you wish to cancel an order, please contact us as early as possible.
· Orders that have not yet entered production, packing, dispatch or freight handling: a cancellation fee of 8% of the order total will apply. This fee covers payment processing charges applied by the bank or payment institution at the moment of successful payment and is therefore payable by the customer.
· Orders that have entered production, packing, dispatch or freight handling: in addition to the 8% processing fee, additional costs may apply, including manufacturing, freight, handling, inspection and restocking charges. These costs will be confirmed before the cancellation proceeds.
For made-to-order or customised products, cancellation may not be available once production has started, unless required under the Australian Consumer Law.
12. How to Contact Us
For return, refund, cancellation or order-related enquiries, please contact us using the details below:
Email: sale@slafay.com
Business Name: Slafay Furniture Limited
Business address: Room D07, 8/F, Block 2, Kai Tak Factory Building, 99 King Fuk Street, San Po Kong, Hong Kong
Business hours: Monday to Friday, 11:00am to 8:00pm AEST/AEDT, as applicable
