Rivercity House & Home Co Refund & Returns Policy

Last Updated: 01 May 2025

At Rivercity House & Home Co, your satisfaction is our top priority. That’s why we offer a simple, transparent returns process designed to make your shopping experience as seamless and stress-free as possible.

This policy outlines your rights under the Australian Consumer Law (ACL) as well as the additional flexibility we offer. Please take a moment to read through the full policy to understand your rights and options.

Key Highlights of This Policy

• Change of Mind Returns (7 Days): Let us know within 7 days if you’ve changed your mind. Choose a refund (minus delivery costs), store credit, or exchange.

• Transparent Costs: We cover return shipping for faulty items. For change of mind, you’ll cover delivery costs both ways.

• Fast Turnaround: We aim to process all returns, refunds, and replacements within 5 business days of receiving your return.

Contact Information

• Customer Service: support@rivercityhouseandhome.com.au

• Business Name: Rivercity House & Home Co (ABN: 18 642 972 209)

• Website: www.rivercityhouseandhome.com.au

1. Your Consumer Rights Under Australian Consumer Law

All our products come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure is not major, we will offer to repair or replace the item within a reasonable time.

Note: Nothing in this policy limits your rights under the ACL. If any part of this policy is inconsistent with your statutory rights, the ACL will apply.

2. Change of Mind Returns

We offer returns for change of mind purchases within 7 days of delivery, even though this is not required by law.

To be eligible:

• The item must be unused, unassembled, and in original packaging.

• The item must be in resalable condition.

• You must contact us within 7 days of receiving your order.

Return Options

You can choose:

• A refund (minus original and return delivery costs)

• A store credit (minus original and return delivery costs)

• An exchange (minus original and return delivery costs, and based on current website prices at the time of reordering)

Shipping Costs

If you return due to change of mind:

• Actual delivery costs (even if you received “free shipping”) will be deducted from your refund.

• If we provide a return label, both initial and return shipping fees will be deducted.

• If you arrange your own return, we’ll still deduct the original shipping costs from your refund.

To Request a Return:

Email support@rivercityhouseandhome.com.au with:

• Your order number

• A short reason for return

• Photos confirming the item is unopened, unused, and in a resaleable condition

• Your preferred outcome (refund, credit, or exchange)

• Whether you’ll be arranging your own return or would like a quote

Important: Please wait for confirmation before returning your item. We operate across multiple warehouses and cannot accept unauthorised returns.

3. Items Not Eligible for Return

For hygiene and safety reasons, the following items cannot be returned once opened, unless faulty:

• Mattresses

• Pillows

• Bedding (including mattress toppers and protectors)

Mattress Note: If you are not certain about keeping your mattress, please do not remove it from its vacuum-sealed packaging, as opened mattresses cannot be returned for change of mind.

If you purchase a bed and mattress package, each item is treated separately for returns. Standard return conditions apply to each individual item.

4. Products Damaged During Delivery

If your product appears to be damaged during delivery:

• Contact us as soon as possible (ideally within 3 days of receiving the item) so we can assist you quickly.

• Provide photo and/or video evidence showing the damage, including the packaging and product.

• Keep the item in its original condition along with all packaging materials.

We will arrange a replacement or refund if the product itself has been damaged.

Please note: If only the external packaging is damaged, this does not automatically qualify for a return or replacement. Packaging is designed to protect the item inside, and minor damage to the box is expected in transit. We will assess all claims fairly and ensure you receive a remedy if the product itself has been affected.

5. Missing Parts

If your product is missing components:

1. Send us a photo of what was received.

2. Identify the missing part(s) from the manual (we can send a copy if needed).

3. Email the info to support@rivercityhouseandhome.com.au and we’ll ship the missing parts ASAP.

6. Warranty & Faults

All Rivercity House & Home Co products come with a 12-month warranty (unless otherwise stated), covering manufacturing defects.

To make a warranty claim:

• Email support@rivercityhouseandhome.com.au

• Include your order number, photos/videos of the issue, and a description of the fault

We will respond within 5 business days. Refunds may take additional time depending on your financial institution.

This warranty is provided in addition to your consumer rights under the ACL, which may entitle you to a remedy beyond 12 months depending on the nature of the product.

7. When a Refund May Be Refused

We may refuse a refund, repair, or replacement if:

• The item was misused or not assembled as intended

• The issue was caused by a modification or alteration

• You were aware of the fault before purchase

• You return an item not in a resalable condition (for change of mind)

• The product does not meet the return conditions stated in this policy

8. Shipping Costs for Returns

• If your item is faulty or doesn't meet ACL guarantees, we’ll cover return costs.

• If you return for change of mind, you’re responsible for:

  • Return shipping (either via your own courier or by using our return label)

  • The original delivery cost (even if you received “free shipping”)

If you return an item as faulty and it’s later found not to be defective, you may be required to pay the shipping costs.

9. Refund Processing Time

All approved refunds or replacements are processed within 5 business days of receiving your returned item or claim approval. Your financial institution may take additional time to process refunds.

10. Important Reminders

• Do not send any returns without prior approval.

• Never send personal credit card details via email or messaging.

• Our customer service team is here to help — please contact us first with any issues.

Thank you for shopping with Rivercity House & Home Co.
We’re proud to be a 100% Australian-owned business, and we’re committed to delivering quality products backed by responsive, honest customer care.