Return Policy
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Special Policy for Custom-Made Furniture
Due to the bespoke nature of our custom-made furniture, our return policy differs significantly from standard retail policies. Please read carefully before commissioning a piece.
1. Custom Furniture Orders
At Homedoorsmith, each piece of furniture is meticulously crafted to your specifications. As such, all custom furniture orders are subject to the following conditions:
- Non-Returnable: Due to the customized nature of our products, all bespoke furniture orders are final sale and cannot be returned for refunds or exchanges except in cases of demonstrable manufacturing defects.
- Manufacturing Defects: We stand behind the quality of our craftsmanship. If your furniture piece has a manufacturing defect, we will repair or replace the item at no additional cost within the warranty period.
- Design Alterations: Once production has commenced, design changes may incur additional charges and extend the lead time. Any design modifications must be approved in writing before implementation.
2. Inspection Period
We encourage clients to thoroughly inspect their furniture upon delivery:
- Initial Inspection: You will have 48 hours from the time of delivery to inspect your furniture for any visible defects or damage.
- Notification Process: Any issues discovered during the inspection period must be reported to us immediately with photographic documentation at [email protected].
- Resolution Timeline: We will respond to all reported issues within 3 business days and work with you to determine the appropriate solution.
3. Warranty Coverage
Our custom furniture pieces are backed by the following warranty terms:
| Component |
Warranty Period |
Coverage |
| Structural Elements |
5 Years |
Joinery, frames, and core structural components |
| Mechanical Components |
2 Years |
Drawer slides, hinges, lifting mechanisms, and hardware |
| Finishes |
1 Year |
Wood finishes, paints, stains, and protective coatings |
| Upholstery |
1 Year |
Fabric, leather, and upholstery stitching |
Warranty Exclusions
Our warranty does not cover damage resulting from:
- Normal wear and tear
- Improper use, misuse, or abuse
- Exposure to extreme environmental conditions (excessive humidity, direct sunlight, etc.)
- Improper maintenance or cleaning
- Alterations or modifications not performed by Homedoorsmith
- Natural variations in wood grain, color, or texture
- Natural characteristics of materials such as minor checking in solid wood
4. In-Stock Collection Items
For our limited selection of in-stock, non-custom items:
- Return Window: Items may be returned within 14 days of delivery if in original condition.
- Return Process: Contact us at [email protected] to initiate a return and receive return shipping instructions.
- Return Costs: Customers are responsible for return shipping costs unless the item is defective.
- Restocking Fee: A 15% restocking fee may apply to returned in-stock items.
5. Delivery Issues
In the event of delivery-related issues:
- Damaged During Transit: If your item arrives damaged due to shipping, document the damage with photos before the delivery team leaves and contact us within 24 hours.
- Late Delivery: While we provide estimated delivery timeframes, exact delivery dates are not guaranteed. We will keep you informed of any significant delays.
- Failed Delivery Attempt: If you miss a scheduled delivery, a rebooking fee may apply for subsequent delivery attempts.
6. Refund Process
In the rare cases where a refund is authorized:
- Refund Method: Refunds will be issued using the original payment method.
- Processing Time: Refunds typically process within 7-14 business days after the item has been received and inspected by our team.
- Partial Refunds: Partial refunds may be issued for items with minor defects if agreed upon by both parties.
Deposit Policy
Please note that the 50% deposit required to commence custom furniture production is non-refundable, as it covers design work, material sourcing, and production planning specific to your commission.
7. Dispute Resolution
We are committed to resolving any issues in a fair and transparent manner:
- Initial Contact: Please direct all concerns to our client services team at [email protected] or +61 2 8356 7421.
- Escalation Process: Unresolved matters will be escalated to our studio manager for review.
- Independent Assessment: In cases of disputed quality or craftsmanship issues, an independent furniture expert may be consulted for assessment.
8. Contact Information
For all return-related inquiries, please contact us through one of the following channels:
- Email: [email protected]
- Phone: +61 2 8356 7421
- Mail: 45 George Street, Sydney NSW 2000, Australia
- Business Hours: Monday-Friday, 9am-6pm AEST
We strive to provide exceptional service and craftsmanship with every piece we create. This return policy is designed to ensure clarity and mutual understanding throughout our collaborative design and production process.
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