Refund & Returns Policy

Last Updated: 19 May 2026

We want you to love what you’ve bought, and if you don’t, we’ll sort it out.

This policy outlines your rights under the Australian Consumer Law (ACL), along with the additional flexibility we offer. Please review the full details to understand your options.

Key Highlights

• Change of mind (14 days): Notify us within 14 days of receiving your order to request a refund (minus a 20% restocking fee and original delivery cost), store credit, or exchange.

• Restocking fee: A 20% restocking fee applies to change of mind returns only. It does not apply to faulty, damaged, or warranty returns.

• Prompt processing: Returns, refunds, and replacements are processed within 5 business days of receiving your item.

Contact Details

• Customer Support: returns@allurehomecollections.com

• Business Name: Allure Home Collections

• Website: www.allurehomecollections.com

1. Your Rights Under Australian Consumer Law

All products sold by Allure Home Collections come with guarantees that cannot be excluded under the ACL. You are entitled to a refund or replacement for major failures, and compensation for any other reasonably foreseeable loss or damage. For issues that are not major, we will offer a repair or replacement within a reasonable timeframe.

Note: This policy does not override your statutory rights under the ACL. Where inconsistencies exist, the ACL will apply.

2. Change of Mind Returns

We accept change of mind returns within 14 days of delivery, even though this is not required by law.

Eligibility:

• Item must be unused, unassembled, and in original packaging

• Item must be in resalable condition

• You must contact us within 14 days of receiving your order

Inspection is okay. You can open the packaging to inspect your item without losing your right to return it. Just take reasonable care to keep all original packaging, tags, and accessories intact and in resalable condition.

Return options:

• Refund (minus original delivery cost)

• Store credit (minus original delivery cost)

• Exchange (based on current website pricing, minus delivery costs)

Return shipping costs:

• Refund (minus 20% restocking fee and original delivery cost)
• Store credit (minus 20% restocking fee and original delivery cost)
• Exchange (based on current website pricing, minus 20% restocking fee on the returned item and delivery costs)

To request a return, email returns@allurehomecollections.com with:

• Your order number

• Reason for return

• Photos confirming the item is in resalable condition

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

• Whether you’ll arrange your own return or require a quote

Please wait for confirmation before returning any items. Unauthorised returns cannot be accepted due to multiple warehouse locations.

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 toppers and protectors)

Mattress reminder: If unsure about keeping your mattress, do not remove it from its vacuum sealed packaging. Opened mattresses are not eligible for change of mind returns.

If you purchase a bed and mattress bundle, each item is treated individually under this policy.

4. Damaged Items During Delivery

If your item appears damaged on arrival:

• Contact us within 5 days of receipt

• Provide photo or video evidence of the damage, including packaging

• Retain all packaging materials

We’ll assess the claim and arrange a replacement or refund if the product itself is damaged. Minor damage to external packaging does not automatically qualify for a return.

5. Missing Parts

If your item is missing components:

• Send a photo of what was received

• Identify missing parts from the manual (we can provide one if needed)

• Email the details to returns@allurehomecollections.com

We’ll ship the missing parts promptly.

6. Warranty and Faults

Allure Home Collections products are covered by a 12 month warranty (unless otherwise stated), covering manufacturing defects.

To make a claim:

• Email returns@allurehomecollections.com

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

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

This warranty complements your rights under the ACL, which may entitle you to remedies beyond 12 months depending on the product.

7. When Refunds May Be Refused

Refunds, repairs, or replacements may be declined if:

• The item was misused or incorrectly assembled

• The issue resulted from modifications

• You were aware of the fault before purchase

• The item is not in resalable condition (for change of mind returns)

• The product does not meet the return conditions outlined above

8. Refund Processing

Approved refunds or replacements are processed within 5 business days of receiving your return or claim approval. Your financial institution may require additional time to complete the transaction.

9. Important Reminders

• Do not return items without prior approval

• Never send personal payment details via email

• Our customer service team is here to help. Please reach out with any concerns

Thank you for choosing Allure Home Collections. We’re proud to be a 100% Australian owned business, committed to quality products and responsive, honest customer care.