Refund policy

Refund, Return, Cancellation & Preorder Policy

Last updated: 2 August 2026

Sovara Living is committed to providing a clear and fair process for refunds, returns, cancellations, exchanges and preorders.

This policy applies to purchases made online, by phone and through our showroom, including standard orders, preorders, special orders, custom orders, sale items, clearance items and ex-display furniture.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law.

1. Australian Consumer Law

Our goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Depending on the circumstances, customers may be entitled to a repair, replacement, refund, cancellation or compensation where goods:

  • Have a major or minor fault

  • Are unsafe

  • Are not of acceptable quality

  • Do not match their description, sample or demonstration model

  • Are not fit for a disclosed purpose

  • Are not supplied within an agreed or reasonable timeframe

The remedy available will depend on the nature and seriousness of the problem.

Sovara Living may inspect or assess a product before confirming the appropriate remedy.

The change-of-mind conditions, time limits, packaging requirements and cancellation charges in this policy do not apply where a customer is entitled to a remedy under the Australian Consumer Law.

2. Change of Mind

Sovara Living is not legally required to provide a refund or exchange where a customer:

  • Changes their mind

  • Chooses the wrong size, colour or configuration

  • Finds the product cheaper elsewhere

  • No longer wants or needs the product

  • Fails to measure the property or delivery access correctly

  • Decides the product does not suit the room after purchase

However, Sovara Living may accept eligible change-of-mind cancellations or returns under the conditions set out in this policy.

Approval is not automatic and must be confirmed by Sovara Living in writing.

3. Standard Order Cancellations Before Dispatch

A standard order is an in-stock item that has not been specially ordered, customised, dispatched or delivered.

Customers who wish to cancel a standard order must contact Sovara Living as soon as possible.

Where the cancellation is approved before dispatch, the customer may choose:

  • Store credit for the approved amount; or

  • A refund less reasonable cancellation costs already incurred by Sovara Living

Reasonable cancellation costs may include:

  • Non-refundable payment processing charges

  • Administration and order preparation

  • Warehouse picking, handling and repacking

  • Stock reservation

  • Supplier or third-party charges

  • Delivery booking cancellation charges

  • Any reasonable loss caused by the cancellation

For standard orders, the cancellation deduction will not ordinarily exceed 30% of the total order value, and will not exceed the reasonable costs and loss associated with the cancellation.

The actual amount will depend on the stage of the order and the costs already incurred.

No cancellation charge will apply where the customer is legally entitled to cancel under the Australian Consumer Law.

4. Orders That Have Been Dispatched

An order cannot normally be cancelled as an undelivered standard order after it has been dispatched.

If Sovara Living agrees to stop or return an order that is already in transit, the customer may be responsible for reasonable:

  • Original delivery charges

  • Carrier interception charges

  • Return transport

  • Redelivery charges

  • Handling and restocking costs

  • Other non-recoverable costs caused by the cancellation

The order must be returned to and inspected by Sovara Living before any approved refund or store credit is processed.

5. Preorders

A preorder is an order placed for furniture that is not currently available for immediate delivery and is expected to arrive at a future date.

Preorder stock may be reserved, allocated, imported or arranged based on confirmed customer orders.

Before accepting a preorder, Sovara Living will provide the available estimated arrival information. Estimated arrival dates are not guaranteed delivery dates unless expressly confirmed in writing as such.

Preorder timing may be affected by:

  • Manufacturing

  • Supplier availability

  • Production schedules

  • International freight

  • Port congestion

  • Customs or quarantine processing

  • Weather

  • Transport disruptions

  • Other supply-chain events

Sovara Living will provide material updates when reasonably available.

6. Customer Cancellation of a Preorder

Customers must contact Sovara Living as soon as possible if they wish to cancel a preorder.

Where a customer cancels for change-of-mind reasons after the preorder has been confirmed or supplier processing has commenced, Sovara Living may deduct reasonable costs and losses caused by the cancellation.

These may include:

  • Supplier deposits or cancellation charges

  • Product allocation costs

  • International transfer or payment costs

  • Non-refundable freight commitments

  • Administration and order handling

  • Discounting required to resell a specially allocated item

  • Other reasonable and documented costs

For a confirmed preorder, the cancellation deduction will not ordinarily exceed 50% of the total order value, and will not exceed the reasonable costs and loss associated with the cancellation.

Alternatively, Sovara Living may offer store credit for an agreed amount. Store credit is not automatic and must be accepted by the customer.

These cancellation terms do not apply where Sovara Living has breached the agreement or the customer is otherwise entitled to cancel under the Australian Consumer Law.

7. Preorder Delays

Estimated arrival dates are provided in good faith using the information available at the time.

A minor or reasonable delay does not automatically entitle a customer to cancel without costs where no guaranteed delivery date was agreed.

However, where:

  • Sovara Living cannot supply the product;

  • An agreed essential delivery date cannot be met;

  • The delay becomes unreasonable in the circumstances; or

  • The customer otherwise has a right to cancel under Australian Consumer Law,

Sovara Living will provide an appropriate remedy, which may include:

  • A full refund

  • Store credit

  • Transfer to another product

  • Another solution agreed with the customer

Sovara Living will not require a customer to accept store credit where the law entitles the customer to a monetary refund.

8. Special Orders and Custom Orders

Special and custom orders include products ordered, produced, altered, finished or allocated specifically for a customer.

They may include:

  • Custom colours

  • Custom fabrics

  • Custom finishes

  • Made-to-order furniture

  • Special configurations

  • Products not normally stocked by Sovara Living

  • Special supplier requests

  • Products ordered in a customer-specific quantity

  • Items modified at the customer’s request

Customers must carefully confirm all specifications before approving the order.

Once supplier processing or production has commenced, special and custom orders are not ordinarily eligible for change-of-mind cancellation, alteration, exchange or return.

If Sovara Living agrees to a change-of-mind cancellation, it may deduct reasonable costs and losses caused by the cancellation. These costs may be substantial where the product cannot readily be resold.

Any deduction:

  • Will be assessed according to the circumstances;

  • Will not exceed the reasonable costs and loss caused by the cancellation; and

  • Does not apply where a customer is entitled to a remedy under Australian Consumer Law.

If Sovara Living cannot supply the agreed special or custom order, the customer will be offered an appropriate remedy, which may include a refund, replacement, alternative product or store credit.

9. Lay-By Arrangements

Some payment arrangements may legally be considered lay-by agreements.

Where an arrangement is a lay-by under the Australian Consumer Law:

  • The applicable lay-by requirements will take priority over inconsistent parts of this policy;

  • The agreement will be provided in writing;

  • Any cancellation or termination charge will be stated clearly; and

  • Any cancellation charge will be limited to Sovara Living’s reasonable costs relating to the lay-by.

Customers may cancel a lay-by before collecting the goods, subject to any lawful and clearly disclosed cancellation charge.

10. Change-of-Mind Returns After Delivery or Collection

Customers seeking a change-of-mind return must contact Sovara Living within 7 days after receiving or collecting the goods.

To be considered, the item must generally be:

  • Unused

  • Unassembled

  • Uninstalled

  • In its original condition

  • In its complete original packaging

  • Free from damage, marks, stains, odours and alterations

  • Accompanied by proof of purchase

  • Suitable for resale as new

Sovara Living must approve the return before the product is transported to the showroom or warehouse.

Unauthorised returns may be refused.

Approved change-of-mind returns may be subject to:

  • Reasonable inspection and handling costs

  • Return transport costs

  • Restocking costs

  • Any reduction in value caused by damaged or incomplete packaging

  • Other reasonable costs caused by the return

The total deduction will not ordinarily exceed 30% of the product price and will not exceed the reasonable costs and loss associated with the return.

The remaining approved amount may be provided as a refund or store credit, as agreed with the customer.

11. Change-of-Mind Items That Cannot Normally Be Returned

Sovara Living does not normally accept change-of-mind returns for:

  • Used furniture

  • Assembled or installed furniture

  • Furniture removed from its original packaging

  • Furniture that is marked, stained, damaged or altered

  • Products damaged after delivery or collection

  • Special orders

  • Custom or made-to-order products

  • Confirmed preorders

  • Clearance products

  • Ex-display or floor-stock products

  • Items sold with a disclosed defect

  • Products without complete original packaging

  • Mattresses, bedding or hygiene-sensitive products where packaging has been opened

These exclusions apply only to change-of-mind requests.

They do not exclude any remedy available for a fault, defect, misdescription or other failure covered by Australian Consumer Law.

12. Sale, Clearance and Promotional Products

Sale, promotional, clearance and discounted products are not normally eligible for change-of-mind refunds or exchanges.

Customers should choose carefully and inspect any disclosed condition information before purchasing.

Sale or clearance status does not remove the customer’s rights under Australian Consumer Law.

A customer may still be entitled to a remedy where a discounted product has an undisclosed fault or otherwise fails to meet a consumer guarantee.

A remedy may not be available for a specific defect that was clearly disclosed before purchase and accepted by the customer.

13. Ex-Display and Floor-Stock Products

Ex-display and floor-stock products may show signs of handling, display or minor cosmetic wear.

Known defects or material condition issues will be disclosed where reasonably identifiable before purchase.

Customers should inspect showroom items carefully before completing the purchase.

Ex-display and floor-stock items are not normally eligible for change-of-mind returns.

This does not limit rights relating to an undisclosed fault or another failure to meet the consumer guarantees.

14. Delivery and Return Transport Costs

Original delivery charges are generally non-refundable for an approved change-of-mind return after the delivery service has been completed.

The customer is responsible for arranging and paying for safe return transport for an approved change-of-mind return.

The customer must ensure that:

  • The furniture is packaged adequately;

  • A suitable vehicle and handling method are used;

  • The item is protected from movement, weather and impact; and

  • The product arrives safely at the agreed return location.

If an item is damaged during customer-arranged return transport, Sovara Living may reduce or refuse the change-of-mind refund to reflect the loss in value.

Where a return is required because of a Sovara Living error or an issue covered by Australian Consumer Law, responsibility for reasonable return or collection costs will be assessed according to the law and the circumstances.

15. Faulty, Damaged, Incorrect or Misdescribed Products

Contact Sovara Living as soon as reasonably possible if a product appears to be:

  • Faulty

  • Damaged

  • Incorrect

  • Missing components

  • Different from its description

  • Not fit for an agreed purpose

  • Otherwise non-compliant with a consumer guarantee

Please provide:

  • Your name

  • Order number

  • Product name

  • A description of the issue

  • Clear photographs or video where practical

  • Photographs of the packaging where delivery damage may be involved

Customers should retain the product and packaging until Sovara Living has assessed the matter or provided further instructions.

Sovara Living may inspect the product or arrange an assessment before confirming whether the issue is major or minor and which remedy applies.

Customers should not arrange unauthorised repairs, disposal or return transport unless urgent action is reasonably necessary for safety.

16. Major Problems

Where a product has a major problem under Australian Consumer Law, the customer may be entitled to choose between:

  • A refund; or

  • A replacement of the same type and similar value, where reasonably available

A major problem may include circumstances where the product:

  • Would not have been purchased by a reasonable consumer who knew about the problem;

  • Is substantially unfit for its normal purpose and cannot easily be repaired;

  • Is unfit for a disclosed purpose and cannot easily be repaired;

  • Is significantly different from its description, sample or demonstration model; or

  • Is unsafe.

The remedy will depend on the facts of the individual matter.

17. Minor Problems

Where the problem is minor and can be repaired within a reasonable time, Sovara Living may choose to:

  • Repair the product;

  • Arrange repair by a qualified party;

  • Replace an affected component; or

  • Provide another lawful remedy.

If Sovara Living cannot or does not repair a minor problem within a reasonable time, the customer may have additional rights under Australian Consumer Law.

18. Refund Processing

Approved monetary refunds will be returned to the original payment method where reasonably possible.

Sovara Living will generally initiate an approved refund within 5 business days after:

  • The cancellation has been approved; or

  • The returned product has been received and assessed

Banks, card providers, Buy Now Pay Later providers and other financial institutions may take additional time to display the refund.

Refund processing time can vary depending on the payment provider and is outside Sovara Living’s direct control after the refund has been issued.

Any lawful and agreed deduction will be explained to the customer before the remaining refund is processed.

19. Buy Now Pay Later and Third-Party Payments

Refunds for purchases made using Afterpay, Zip, PayPal or another third-party payment provider will be processed through the original provider.

The provider’s processing time, account adjustments and payment schedule may apply.

Sovara Living cannot issue a cash refund for an amount originally paid through a third-party credit or payment arrangement unless required or approved through that provider.

20. Store Credit

Where store credit is offered and accepted:

  • It may be used toward eligible Sovara Living products;

  • It is not redeemable for cash unless required by law;

  • It cannot ordinarily be transferred to another person without written approval;

  • It cannot ordinarily be used for delivery, assembly or other service charges unless approved by Sovara Living; and

  • Any expiry date or conditions will be stated when the credit is issued.

Choosing store credit does not remove any right to a monetary refund where the customer is legally entitled to one.

21. Exchanges

Approved change-of-mind exchanges are subject to:

  • Product availability

  • The condition requirements in this policy

  • Payment of any difference in product price

  • Applicable delivery, collection and handling costs

  • Reasonable restocking or cancellation costs

If the replacement product costs less, any remaining approved balance may be issued as store credit or refunded as agreed.

Fault-related replacements will be handled in accordance with Australian Consumer Law.

22. How to Request a Return or Cancellation

To request a cancellation, return, exchange or product assessment, contact Sovara Living before returning any goods.

Provide:

  • Your full name

  • Order number

  • Product name

  • Reason for the request

  • Date of delivery or collection

  • Relevant photographs or videos

  • Your preferred resolution

Sovara Living will review the request and advise the next steps.

Do not deliver or send furniture back without written return approval and return instructions.

23. Contact Sovara Living

For questions or assistance with a refund, return, cancellation, preorder or exchange, contact:

Email: info@sovaraliving.com.au
Phone:  1300 768 272
Address: Unit 168, 50 Palmers Rd, Truganina VIC 3029
Showroom hours: Every day, 10:00am–7:00pm