Returns & Warranty

Change of mind means you no longer want the item, you ordered the wrong one, or it doesn't suit your space, colour scheme or requirements. It does not include goods that are faulty, damaged, incorrectly supplied or not as described — see Faulty, Damaged or Incorrect Goods below.

No. Chocolate Wood does not provide refunds for change of mind.

If you notify us within 7 days of receiving the goods, you may request store credit or an exchange only, subject to approval and to the return conditions below.

Store credit is valid for 12 months from the date of issue, and no restocking fee applies.

To be accepted, the product must be:

• unused;
• unassembled, where applicable;
• undamaged;
• in its original packaging; and
• in original saleable condition.

We may decline a change-of-mind return where the goods are not received in acceptable, saleable condition.

You do — all of it. We want this to be completely clear before you buy.

Original delivery. The freight or delivery charge you paid on your original order is non-refundable. It is not included in the value of your store credit or exchange.

Returning the product. You are responsible for the full cost of returning the product to the location we nominate. Chocolate Wood does not provide a prepaid return shipping label. You arrange and pay for the return freight.

Exchanges. If you exchange the returned product for another product, you are also responsible for the full freight and delivery cost of sending the replacement product to you.

So, on a change-of-mind return or exchange, the customer bears:

original freight + return freight + replacement freight (where applicable)

Chocolate Wood does not absorb any of these freight costs for a change-of-mind return or exchange.

Goods you return remain your responsibility until we receive them in acceptable condition. Please pack them properly and use a carrier with tracking and adequate insurance.

These freight conditions apply only where you have changed your mind. They do not apply where there is a problem with the goods.

Please do not send anything back until we have approved the return and given you return instructions. Goods returned without prior approval may not be accepted.

Contact us first at sales@chocolatewood.com.au or on 02 9949 9892. Once your return is approved, we'll confirm the nominated return location. Depending on the product and supplier, that may be:

• a Chocolate Wood Sydney location; or
• the Sydney warehouse or premises of an affiliated trading partner nominated by Chocolate Wood.

Custom-made furniture. Custom-made, made-to-order, personalised and specially manufactured pieces are built specifically for you and are final sale for change-of-mind purposes. They cannot be returned or exchanged for change of mind and are not eligible for change-of-mind store credit. Every detail is confirmed with you in writing before we build.

Floor stock, clearance and ex-display items. These are sold in their existing condition, with any known marks or wear disclosed at the time of sale and reflected in the price.

These exclusions do not affect your rights under the Australian Consumer Law where goods are faulty, defective, not as described or otherwise fail to meet a consumer guarantee.

The change-of-mind conditions above do not apply where goods are faulty, damaged, incorrectly supplied, not as described, or otherwise fail to meet a consumer guarantee under the Australian Consumer Law.

Please inspect your goods on delivery, or as soon as reasonably possible afterwards, note any issue with the delivery team where possible, and keep the packaging until you're satisfied. Prompt notification helps us resolve transit damage claims — but it does not affect your statutory rights.

Contact us with your order details, a description of the problem, and photographs or video where relevant. We may need to inspect the product or ask for further information before determining the appropriate remedy.

We do. Where goods are returned because of a fault or a failure to meet a consumer guarantee, you do not bear the cost of returning them.

The 7-day change-of-mind window does not apply to these claims, and original packaging is not a condition of exercising these rights.

It depends on the circumstances and on the requirements of the Australian Consumer Law.

For a major failure, you may choose a refund, a replacement, or compensation for any reasonably foreseeable loss. Where a failure is not major, we may choose to repair, replace or refund.

There is no 7-day limit on your statutory consumer guarantee rights.

Our furniture is made from natural materials. The following are inherent characteristics, not defects:

• Variation in grain, colour, tone, texture, knots, filled knots and growth markings in solid timber
• Variation in hide markings, grain and colour in leather
• Seasonal movement, expansion and contraction of timber, and gradual colour change with exposure to light
• On recycled, reclaimed and rustic products: nail holes, saw marks, patina and previous-use markings, which are intended features
• Reasonable colour variation between website images and the physical product, caused by photography, lighting and screen settings

Damage from the following is also not a manufacturing fault:

• Misuse, abuse, accident or neglect
• Incorrect assembly or unauthorised modification
• Unsuitable cleaning products or inappropriate care
• Unsuitable conditions — excessive heat, moisture, damp or direct sunlight
• Commercial use of goods sold for domestic use
• Ordinary wear and tear

All Chocolate Wood furniture carries a 12-month manufacturer's warranty against manufacturing faults from the date of delivery, unless a different period is stated for a particular product.

The warranty covers manufacturing and structural defects arising in normal domestic use — things like structural failure, faulty hardware or finish failure. It does not cover the matters listed under What isn't a fault above. It applies to the original purchaser and is not transferable.

A warranty claim may require photographs, video, proof of purchase and/or inspection of the product so the reported issue can be properly assessed.

The warranty is provided in addition to your rights under the Australian Consumer Law, and 12 months is not the maximum period during which those statutory rights may apply.

Consumer guarantees may continue for a reasonable period beyond the warranty, depending on the price and nature of the product and what a reasonable consumer would expect. On solid timber furniture, that period may well be longer than 12 months.

Where an issue arises outside the warranty period, we'll still do our best to assist.

Our change-of-mind policy and our 12-month manufacturer's warranty are additional to your statutory rights.

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 on this page excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Contact us before returning furniture or making a warranty claim, so we can assess the matter and give you the correct return or inspection instructions.

Email sales@chocolatewood.com.au with your order number, a description of the issue and photos, or call 02 9949 9892. We'll respond within 2 business days with next steps.

Chocolate Wood
Shop 33, 228–232 Condamine Street
Manly Vale NSW 2093
Phone: (02) 9949 9892
Email: sales@chocolatewood.com.au

This policy should be read together with our Terms & Conditions.