Refund policy
Return & Refund Policy
1. Change of Mind
Because our furniture is handcrafted to order specifically for you (your choice of size, timber, and cord), we do not offer refunds for change of mind, incorrect selection, or if the item does not fit your space.
Please measure your space carefully before ordering. If you are unsure about a finish or dimension, please contact us first—we are happy to help.
2. Cancellations
We understand that circumstances change. Our cancellation policy is as follows:
- Within 48 Hours: You may cancel your order within 48 hours of placement for a full refund.
- After 48 Hours: If materials have already been purchased or work has commenced on your piece, a cancellation fee (up to 50% of the order value) may apply to cover our material and labour costs.
3. Damaged in Transit (Please check immediately)
We take great care in packaging, but accidents happen. Please inspect your furniture immediately upon arrival.
- If your item arrives damaged, you must notify us within 48 hours of delivery.
- Please email info@crafta.au with photos of the damage and the packaging.
Note: This 48-hour timeline is critical for us to lodge insurance claims with our couriers. If reported within this window, we will arrange a repair or replacement at no cost to you.
4. Faulty Items & Consumer Guarantees
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
- Major Failures: If there is a major structural failure or the item is significantly different from the description, you are entitled to your choice of a repair, replacement, or refund.
- Minor Issues: If the goods fail to be of acceptable quality but the failure does not amount to a major failure, we are entitled to repair the goods for you.
5. Natural Timber Variations
Please note that timber is a natural material. Variations in grain, colour, knots, and texture are natural features, not faults. We do not refund for natural timber movement or colour variation unless it differs significantly from the description.