Rivercity House & Home Co Refund, Returns & Warranty Policy

Last updated: 30 July 2026

At Rivercity House & Home Co, we want you to shop with confidence.

Every purchase is backed by our customer support team, our product warranties and your rights under the Australian Consumer Law. If something is not right, contact us and we will work with you to resolve it fairly and as quickly as possible.

This policy explains:

• Your rights under the Australian Consumer Law

• Our additional 7-day change-of-mind return offer

• How to report damaged, faulty or incomplete products

• Return delivery costs

• Warranty claims

• Refund processing times

Policy Highlights

7-Day Change-of-Mind Returns: Contact us within 7 days of delivery. Eligible items may be returned for a refund, store credit or exchange.

Transit Protection Included: If your item is damaged or lost during delivery, contact us and we will help resolve it.

Return Shipping Covered for Confirmed Faults: If a product does not meet the consumer guarantees under the Australian Consumer Law, we will cover reasonable return or collection costs where required.

Fast Support: We aim to review complete return and warranty requests within 5 business days.

No Manufacturer Runaround: You purchased from us, so our support team will help manage your claim.

Contact Information

Business name: Rivercity House & Home Co
ABN: 18 642 972 209
Email: support@rivercityhouseandhome.com.au
WhatsApp: Message Rivercity House & Home Co
Website: https://rivercityhouseandhome.com.au/

Mailing address only:
Rivercity House & Home Co
Level 23, 727 Collins Street
Melbourne VIC 3008

This address is not a showroom, warehouse or returns facility. Please do not send returns to this address. All returns must be approved and directed to the correct warehouse by our support team.

1. Your Rights Under the 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.

Nothing in this policy excludes, restricts or modifies any right, guarantee or remedy available to you under the Australian Consumer Law.

Your Australian Consumer Law rights may continue to apply after any express warranty period has ended.

2. Faulty Products and Consumer Guarantees

Products sold by Rivercity House & Home Co must meet the consumer guarantees under the Australian Consumer Law, including that they are of acceptable quality, match their description and are fit for their usual purpose.

The appropriate solution depends on the nature and seriousness of the problem.

Major Problems

A product may have a major problem if, for example, it:

• Is unsafe

• Is substantially different from its description or images

• Cannot be used for its normal purpose

• Has a serious fault that cannot be fixed within a reasonable time

• Has one serious problem or several smaller problems that would have stopped a reasonable customer from buying it

Where a product has a major problem, you may be entitled to choose between a refund or replacement.

Minor Problems

Where a problem is minor and can be fixed within a reasonable time, we may arrange an appropriate repair, replacement part or other solution.

If the issue cannot be fixed within a reasonable time, further remedies may become available under the Australian Consumer Law.

We are entitled to assess the product and the information provided before confirming the appropriate remedy.

3. Change-of-Mind Returns

We understand that sometimes an item may not suit your space or circumstances.

Although businesses are not legally required to accept change-of-mind returns, Rivercity House & Home Co offers change-of-mind returns on most eligible items when you contact us within 7 days of delivery.

Change-of-Mind Eligibility

To qualify for a change-of-mind return:

• You must contact us within 7 days of delivery

• The item must be unused

• The item must be unassembled

• The item must remain in its original packaging

• The item and packaging must be in a clean, complete and resalable condition

• All accessories, hardware, manuals and components must be included

• The product must not be excluded under the hygiene provisions of this policy

We may request photographs or video to confirm the product’s condition before approving the return.

The 7-day condition applies only to our voluntary change-of-mind offer. It does not limit your rights to seek a remedy for a faulty product under the Australian Consumer Law.

4. Change-of-Mind Return Options

For an approved change-of-mind return, you may request:

Refund

A refund of the eligible item price, less:

• The actual original delivery cost

• The return delivery cost

• Any other reasonable costs directly associated with the return

This applies even where the original order was advertised or provided with free shipping.

Store Credit

A store credit for the eligible item price, less:

• The actual original delivery cost

• The return delivery cost

• Any other reasonable costs directly associated with the return

Exchange

You may exchange the item for another product, subject to availability.

Exchanges are calculated using the current website price of the replacement product at the time the new order is created.

The following may apply:

• Original delivery costs

• Return shipping costs

• Delivery costs for the replacement item

• Any difference in product price

We will clearly confirm all applicable costs before the return or exchange proceeds.

5. Change-of-Mind Shipping Costs

For change-of-mind returns, the customer is responsible for the delivery costs in both directions.

If We Arrange the Return

If we provide a return label or arrange courier collection, the following will be deducted from your refund, store credit or exchange value:

• The actual original delivery cost

• The return courier or collection cost

If You Arrange the Return

You may request approval to use your own suitable tracked and insured courier.

You will pay that courier directly, and the actual original delivery cost will still be deducted from your refund, store credit or exchange value.

You remain responsible for the product until it is received at the authorised return location.

We strongly recommend using a tracked and insured delivery service. Rivercity House & Home Co cannot accept responsibility for change-of-mind returns that are lost or damaged while being returned using a courier arranged by the customer.

6. How to Request a Change-of-Mind Return

Email support@rivercityhouseandhome.com.au or message us on WhatsApp.

Please include:

• Your full name

• Your order number

• A short reason for the return

• Clear photos showing that the product is unopened, unused and resalable

• Your preferred outcome of refund, store credit or exchange

• Whether you would like us to quote for return collection or intend to arrange your own courier

Our team will review the request and provide the correct return instructions and warehouse address.

Do not send anything back before receiving written approval.

We operate through multiple warehouse and fulfilment locations. Unauthorised returns, or returns sent to the wrong address, may be refused, delayed or incur additional courier and handling costs.

7. Items Excluded From Change-of-Mind Returns

For hygiene and safety reasons, the following products cannot be returned for change of mind once their sealed packaging has been opened:

• Mattresses

• Pillows

• Bedding

• Mattress toppers

• Mattress protectors

• Boneless couches / sofas 

These exclusions do not apply where a product is faulty or where you are otherwise entitled to a remedy under the Australian Consumer Law.

Important Vacuum Seal Information

Mattresses, boneless couches and bedding are delivered compressed or vacuum sealed.

If you are uncertain about keeping one of these products, do not remove them from their sealed packaging. Once opened or expanded, a product cannot be returned for change of mind.

Bed and Mattress Packages

Where a bed and mattress are purchased together as a package, each item is assessed separately.

For example, an unopened mattress may be eligible for a change-of-mind return even if the bed has been opened, subject to all other return conditions. The price and any promotional discount allocated to each item will be taken into account when calculating the return value.

8. Products Damaged During Delivery

Every Rivercity House & Home Co order includes transit protection at no additional cost.

If your product appears to have been damaged during delivery, contact us as soon as possible. Reporting visible damage within 3 days of delivery helps us investigate and resolve the matter quickly.

The 3-day request does not remove or limit any rights you may have under the Australian Consumer Law.

Email support@rivercityhouseandhome.com.au or message us on WhatsApp with:

• Your full name

• Order number

• A description of the damage

• Clear photos or video of the affected product

• Photos of the outer packaging

• Photos of the shipping label

• Photos of any damaged internal packaging

Please keep the item and all packaging until we confirm the next steps.

Depending on the circumstances and your rights under the Australian Consumer Law, the solution may include:

• Replacement parts

• Repair

• Replacement

• Refund

Packaging Damage

Damage to external packaging does not automatically mean that the product inside is damaged.

Packaging is designed to protect the product during transport, and some marks, dents or tears may occur while the package is handled.

We will assess every claim fairly. Where the product itself has been affected, we will arrange an appropriate remedy.

9. Missing Parts or Components

Before reporting missing parts, please check:

• All cartons and packaging

• Inside foam and protective wrapping

• Between product panels

• Inside drawers or storage compartments

• Inside the headboard, where bed components are often stored for safer shipping

If a component is still missing, email support@rivercityhouseandhome.com.au or message us on WhatsApp.

Please provide:

• Your order number

• A photo showing what was received

• A photo of the instruction manual with the missing part clearly circled or marked

If you do not have the manual, let us know and we can provide a copy where available.

Once identified, we will arrange the required replacement part as quickly as possible.

10. Product Warranties

Unless otherwise stated on the product page:

• Furniture and homeware include a 12-month warranty

• Mattresses include a 5-year warranty

These warranties cover genuine manufacturing defects in materials or workmanship.

They do not replace or restrict your rights under the Australian Consumer Law. Your consumer guarantee rights may continue beyond the stated warranty period, depending on the product, price, expected lifespan and nature of the fault.

11. How to Make a Warranty or Fault Claim

Email support@rivercityhouseandhome.com.au or message us on WhatsApp.

Please include:

• Your full name

• Order number or another reasonable form of proof of purchase

• A clear description of the issue

• Clear photographs or video showing the fault

• The instruction manual with any affected or missing part marked, where applicable

• Photos of the packaging if the issue was present on delivery

We aim to review complete claims within 5 business days.

In some cases, further information, inspection or supplier assessment may be required before the appropriate solution can be confirmed.

Depending on the circumstances, the solution may include:

• Replacement parts

• Repair

• Replacement

• Refund

Please do not return or dispose of the product unless our team provides written instructions.

12. Proof of Purchase

We may request reasonable proof that the product was purchased from Rivercity House & Home Co.

Acceptable proof may include:

• Order confirmation

• Tax invoice

• Receipt

• Order number

• Card or bank statement

• Payment provider record

• Another document reasonably linking the purchase to our store

A printed original receipt is not always required where another reasonable form of proof is available.

13. When a Remedy May Not Apply

A repair, replacement or refund may not be available where:

• The product was misused

• The product was assembled incorrectly

• The damage was caused by accidental impact or neglect

• Care or maintenance instructions were not followed

• The product was modified or altered after delivery

• The customer continued using the product after becoming aware that doing so could cause further damage

• The customer was informed of the specific fault before purchasing

• The customer simply changed their mind and the item does not meet our change-of-mind return conditions

• The issue is normal wear and tear rather than a product fault

We will not refuse a valid remedy merely because:

• The product was purchased during a sale

• The original packaging is unavailable for a genuine fault claim

• The express warranty period has expired

• The customer does not have the original paper receipt but can provide another reasonable proof of purchase

Each claim will be assessed individually and in accordance with the Australian Consumer Law.

14. Return Costs for Faulty Products

Where a product is confirmed as faulty or does not meet the consumer guarantees:

• Rivercity House & Home Co will cover reasonable return costs where required

• For large, heavy or difficult-to-return products, we will arrange or fund collection within a reasonable time where required

• If you paid reasonable return costs after receiving our instructions, keep your receipt so the cost can be reviewed for reimbursement

Please contact us before arranging your own return.

If a product is returned as faulty but assessment confirms there is no product defect or failure to meet a consumer guarantee, you may be responsible for reasonable return or redelivery costs.

We will explain the assessment and advise you of any applicable cost before redelivery is arranged.

15. Refund Method

Approved refunds will generally be returned to the original payment method used for the order, unless we agree to another method with you.

For purchases made using a buy now, pay later provider, refunds will be processed through that provider and applied in accordance with its procedures.

Store credits and exchanges will only be provided where selected by the customer or where otherwise agreed.

16. Refund and Replacement Processing Times

We aim to process approved refunds, store credits, exchanges or replacements within 5 business days after:

• The returned product has been received and inspected, or

• The claim has been approved and no physical return is required

Once a refund has been processed, your bank, card issuer or payment provider may require additional time to display the funds in your account.

These external processing times are outside our direct control.

17. Important Return Reminders

• Contact us before returning any product

• Do not send returns to our Melbourne mailing address

• Wait for written approval and the correct warehouse instructions

• Keep all packaging for damaged-delivery claims until we advise otherwise

• Keep tracking and receipts for any authorised return shipment

• Do not dispose of a product while a claim is being assessed

• Never send full credit card or banking login details by email, WhatsApp or social media

• Our team will never ask you to send your full card number, PIN or online banking password

18. We Are Here to Help

We want every Rivercity House & Home Co purchase to feel secure from the moment you order through to delivery and beyond.

If something is not right, contact us first. Our team will review the situation, explain your options clearly and help arrange the appropriate next step.

Email: support@rivercityhouseandhome.com.au
WhatsApp: Message our support team

Please include your order number so we can assist you quickly.

Thank you for choosing Rivercity House & Home Co.

We are proud to be an Australian-owned business committed to quality products, transparent policies and responsive customer care.