Faulty or Damaged Goods

Given that a number of our products are custom-designed and individually crafted rather than mass-produced, we assess each claim on a case-by-case basis and, where we are entitled to do so under the ACL, we determine the most appropriate remedy (repair, replacement or refund) according to the nature and cause of the issue.

Notifying us of a claim

To initiate a claim for a faulty or damaged item, customers must notify us within 10 business days of delivery and provide:

• A detailed description of the issue;
• Clear photographs and video depicting the affected
  areas;
• Photographs of the outer packaging as received, both
  prior to and during unboxing.

Providing this evidence promptly helps us assess the claim quickly and accurately and assists us in pursuing any claim against our carrier where transit damage has occurred. Failure to provide notification and supporting evidence within this timeframe may result in the claim being declined.

Upon receipt of your claim, our team will review the information provided.

Assessment and Remedy

Upon receipt of your claim, our team will review the information provided. Where a product has a major failure as defined under the ACL, you are entitled to choose a refund or replacement. Where a failure is minor and can be remedied within a
reasonable time, we may elect to repair the item or offer a partial refund
equivalent to the reasonable cost of repair. We will confirm the proposed
remedy with you in writing.

Returning the Product for Assessment or Remedy

Many of our products are large, heavy and fragile, and are frequently shipped interstate. Safe return transit depends heavily on correct packaging. How a return is arranged depends on whether the failure is clear or in dispute.

Clear and Undisputed Failures

Where a product has an obvious failure that is not in dispute, for example, a clearly cracked mirror or table — Interior Ave will arrange and pay for collection of the product where it needs to be returned to us. We may inspect the item, including by photographs and video, before arranging collection, and will confirm the collection method with you.

Disputed Claims

Where it is not clear or not agreed that the product has a failure, the product must be returned to us for assessment before any remedy is provided. In these cases the customer is responsible for arranging, packaging and initially paying for the return shipment. We will provide written packaging guidance on request to help the item travel safely.

Once we receive and assess the item, we will reconcile the cost as follows: 

• If assessment confirms a failure covered by the Australian Consumer Law, Interior Ave will reimburse the reasonable cost of return shipping and provide the appropriate remedy (repair, replacement or refund).
• If assessment shows no failure covered by the Australian Consumer Law, the cost of the return is borne by the customer, as the consumer guarantees do not apply.

This approach does not deny or defer any genuine entitlement — where a failure is confirmed, your return costs are reimbursed in full as required by the ACL. It determines only who initially funds and arranges a disputed return until assessment resolves the dispute.

Packaging Requirements

So that returned goods arrive safely and any carrier insurance remains valid, returned products must be packaged securely and in a manner that prevents damage in transit, including:

• Using the original packaging and protective materials wherever possible; we therefore strongly recommend retaining all original packaging until any claim is finalised;
• Where the original packaging is unavailable, using equivalent rigid, purpose-appropriate packaging with sufficient internal protection for a large or fragile item;
• Following any written packaging guidance we provide for the specific item.

Damage caused by Inadequate Return Packaging

If an item is returned to us in a condition materially worse than when it was delivered, due to inadequate packaging, mishandling or a failure to take reasonable care during return transit, we reserve the right to reduce the refund or other remedy to reflect that additional damage, or where the additional damage is substantial, to decline the additional amount attributable to it. This is consistent with sections 259(4) and 263 of the Australian Consumer Law.

This does not affect your underlying entitlement in respect of the original failure.

Nothing in this section requires you
to bear the cost of a failure that is our responsibility under the ACL — it
addresses only further damage caused after delivery by the manner of return.

Change of Mind Policy

At Interior Ave we take great care to provide detailed product descriptions, dimensions and customer support prior to purchase to ensure our customers are confident in their selections. As such, we do not offer refunds or exchanges for change of mind, including where an item does not suit your space or preferences.

We encourage all customers to review product details carefully and contact us with any questions before finalising an order.

In exceptional circumstances where a change of mind return is approved at our sole discretion, the following conditions apply:

• The request must be made in writing within 7 days of delivery.
• The product must be unused and in its original packaging in fully resaleable condition.
• The cost of return shipping is the responsibility of the customer.
• Any approved refund will be processed less any merchant, credit card, transaction or administrative fees incurred at the time of the original sale.
• Interior Ave reserves the right to decline a change of mind return request where these conditions are not met.

Our Obligations Under Australian Consumer Law

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

Where goods cannot be returned, removed or transported by you without significant cost because of their size, weight or nature, and the goods have a failure covered by the consumer guarantees, we will arrange for their collection or bear the reasonable cost of their return. Nothing in this policy limits or excludes any rights or remedies you have under the Australian Consumer Law, and this policy operates alongside, and does not override, those statutory rights.

Contact

To make a claim or ask a question about a return, please contact Interior Ave at info@interiorave.com.au. Interior Ave is a Perth-based business and all returns are coordinated through our team.