Refund policy

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

2. CHANGE OF MIND RETURNS
We want you to love your purchase. However, as we source from artisan suppliers who charge significant fees for returns, "Change of Mind" returns are subject to the following strict conditions:

  • Timeframe: You must contact us within 14 days of delivery.

  • Restocking Fee: A 10% Restocking & Admin Fee will be deducted from your refund amount. This covers the fees charged to us by our suppliers and warehouse partners.

  • Return Shipping: The cost of returning the item to the specific supplier warehouse is the responsibility of the customer.

    • Note: Shipping furniture can cost $100–$300+. We strongly recommend measuring your space carefully before purchasing.

  • Condition: Items must be returned in their original packaging, unused, and in resaleable condition. If the box is damaged or discarded, the return may be rejected.

3. DAMAGED OR FAULTY ITEMS

We pack and ship carefully, but damage can occasionally happen in transit.

Reporting: Please let us know as soon as possible — ideally within 24 hours of delivery. The sooner you contact us, the faster we can resolve it (and the easier it is for us to claim with our freight partners).

How to Claim: Email support@coastalis.com.au with:

  • Photos of the damaged item
  • Photos of the box and packaging
  • Your order number

We will arrange a replacement or refund — your choice — at no cost to you, in accordance with your rights under Australian Consumer Law.

4. HANDMADE VARIATIONS

Many of our pieces (particularly rattan, timber, and woven items) are handcrafted by artisans. Slight variations in colour, texture, shape, or grain are not considered faults. These are unique characteristics of the natural materials used. Returns based on these natural variations will be treated as "Change of Mind" returns (subject to shipping costs and restocking fees).

5. CANCELLATIONS
If you wish to cancel an order, please contact us immediately.

  • If the order has not yet been packed/dispatched: We will process a full refund.

  • If the order has already been dispatched: It will be treated as a "Change of Mind" return, and you will be responsible for return shipping costs and restocking fees.

6. REFUND PROCESSING TIME
Once we receive your returned item, we will inspect it to ensure it meets our return conditions. We will notify you of the approval or rejection of your refund within 2-3 business days of receipt at the warehouse. If approved, your refund will be processed within 5-10 business days and automatically applied to your original payment method. Please note that banks may take additional time to clear these funds.

7. NON-RETURNABLE ITEMS The following items cannot be returned for "Change of Mind" (but remain covered under Australian Consumer Law for major faults):

  • Gift Cards.

  • Sale or Clearance items.

  • Custom-made or "Made to Order" items.

CONTACT US
For questions about returns or refunds, please contact us. We aim to respond to all return requests within 24-48 hours.
Email: support@coastalis.com.au
ABN: 27 468 072 314