Returns & Refunds

Change of Mind - In stock & Delivered Items

Pre-Purchase Assistance:

Contact us before ordering to address any questions or concerns. We recommend visiting our showroom to evaluate the product in person for suitability. Zoom appointments available for remote customers and those interstates.

Change of Mind Policy:

If unhappy with your purchase, you have 7 days to change your mind. A full refund or credit note will be issued, minus a 20% restocking fee, and delivery costs. Items must be returned in 100% good condition with original packaging.

Return Procedure:

Goods must be returned or collected within 5 working days from the return request. All shipping costs, including initial shipping, are at the buyer's expense. A 20% restocking fee covers administrative costs and expenses.

Packaging Requirements:

Items must be in their original purchased condition and not assembled. Original product packaging is recommended. An additional 10% repacking fee applies to items returned without original packaging.

Condition Upon Return:

Returned goods will be inspected, and a credit note will be processed within 7 days of receiving the delivered item to our warehouse if items are in perfect condition.

Faults Upon Delivery:

Report any damage or missing parts within 24 hours. Provide photos for insurance claims; a replacement will be sent, with delivery costs covered.

Non-Returnable Items:

Clearance or final sale items. Floor stock. Commercial orders. Pre-order items. Made-to-order items. Homewares (cushions, rugs). Assembled or partially assembled items.

Order Cancellations for undelivered items:

We offer a 2-day cooling-off period for full-price items that have not been delivered. During this period, if you choose to cancel your order, a full refund will be issued promptly. This allows you a brief window to reconsider your purchase for undelivered items, ensuring your satisfaction with your buying decision.

Storage of Items

Vertue offers complimentary storage for fully paid goods for up to 6 months. If storage is required beyond this period, a 5% storage fee of the order's total will apply. This fee extends the storage period by an additional 3 months. Please note that storage fees are non-refundable. This service ensures flexibility and convenience for our customers while accommodating longer timelines for delivery or collection.

Change of Mind Policy for Stored Items:

Within 3 Months

For items stored in our warehouse for 3 months or less, should a client change their mind. A full refund or credit note will be issued, minus a 20% storage fee. This policy ensures flexibility while outlining the conditions for changes of mind within the initial 3-month storage period.

Over 3 Months

Orders that have been stored in our warehouse for 3 months or longer are not eligible for cancellation. In such cases, no refund or credit note will be provided. This policy aims to clarify our stance on cancellations for items stored for extended periods, ensuring transparency for our valued customers.

Pre-Order Policy:

When placing a pre-order, please understand that we provide estimated delivery time frames. Unfortunately, we cannot guarantee specific delivery dates for pre-order items due to factors such as freight carriers and custom clearance. Your satisfaction is our priority, and we strive to offer the most accurate delivery information for every valued customer.

Credit Note/Gift Vouchers Policy:

All Vertue gift vouchers/credit notes are redeemable solely for merchandise, both in-store and online. Please note that they cannot be exchanged for cash and are non-transferable. This policy ensures clarity on the usage and limitations of our gift vouchers and credit notes.