Returns & Warranty Policy

At Urban Dock Furniture, we understand that sometimes you may change your mind or the item may not meet your expectations. To ensure your satisfaction, we offer a comprehensive return policy for all items purchased from our store, including online purchases. Below are the conditions and processes for returns and warranties:

Returns Policy

Reasons for Return:

You may return an item within fourteen (14) days of delivery for any of the following reasons, subject to the conditions below:

  • Item doesn’t match the description or pictures provided online or in-store.
  • Item arrived damaged or broken during shipping or delivery.
  • The wrong item was delivered.
  • The customer changed their mind or no longer wants the item.

Conditions for Returns:

  • Notify us of your intention to return the item within fourteen (14) days of receiving it and select one of the above reasons for return.
  • The item must be in new and unused condition, in its original packaging, and completely re-packaged to its original state.
  • Items must be returned with all tags and labels intact and include any instructions or assembly tools.
  • Items damaged in transit due to incorrect re-packaging will not be refunded. Customers are responsible for proper re-packaging to avoid damage.
  • All returned items will be inspected for compliance with these conditions. Inspections may take up to 5 working days.

Refunds & Restocking Fee:

  • For items that are not faulty, a 20% restocking fee applies, and we will refund 80% of the item’s purchase price (excluding delivery charges).
  • Return delivery charges will be applied to the customer.
  • Door-to-door delivery charges and any other shipping costs are non-refundable.

Damaged/Faulty/Incorrect Items:

  • Provide clear pictures of damaged, faulty, or incorrect products, along with purchase details, via our return portal for an exchange or refund within 48 HOURS

Organising a Pick-Up:

  • If you cannot visit our store, we can arrange a pick-up. Prices range from $80-$200 for metro areas and $120+ for regional areas. This service is not available in all areas.

Custom-Made Items:

  • Custom-made items are non-returnable unless there are quality issues.
  • A deviation of up to 5cm in dimensions for soft furniture is considered acceptable and does not qualify as a quality issue.

Mattress Returns:

  • For hygiene reasons, we do not accept mattress returns for customer errors or change of mind.

Cancelling Your Order:

  • Orders cannot be cancelled once placed as packing begins immediately. However, delivery options and addresses can be modified within 8 Hours of order placement.

Warranty Policy

Urban Dock Furniture provides the following warranty periods (not applicable to man-made damage):

  • 10 years: Mattresses.
  • 3 years: Upholstery frames (e.g., sofas, daybeds, chaise lounges, armchairs, recliners; excludes occasional chairs).
  • 2 years: Dining tables, TV stands, coffee tables, cabinets, wardrobes; home office furniture.
  • 1 year: Sofa beds,Chairs and all other products.

Warranty Claims:

  • Provide clear pictures of damaged or faulty products, along with purchase details, via email at urbandockau@gmail.com within 14 days.
  • Allow up to 3 business days for a response from our Customer Service team.

Conditions:

  • Returns not approved by Urban Dock Furniture will be refused, and the customer will bear the return shipping costs.
  • Products found in unsanitary or stained conditions (e.g., mattresses) or those damaged due to improper use will not qualify for warranty.

Contact Us

For further assistance, please contact us:

If you do not receive a response to your email within one business day, please contact us via live chat or phone.