Return & Refund Policy

Please read over this policy before making a purchase from Boori so that you may familiarise yourself with your rights under the Australian Consumer Law (ACL). Please note that all cancellation, refund, and return requests are subject to the overarching Boori Terms & Conditions.

1. Order Cancellation Policy

If you wish to cancel your Boori online or physical store order, please notify us as early as possible. Cancellations are subject to the processing status of your order and may incur fees depending on timing:

• Before Warehouse Processing: If your order has not yet been sent to our warehouse for picking, Boori will cancel the order and provide a full refund.
• During Warehouse Processing: If your order has already been sent to the warehouse for picking (prior to dispatch), a 5% administration fee will be applied to the order total. Note: Boori verifies this status internally by checking if an order fulfilment notice or pick list has been generated.
• After Dispatch: If the order has already been shipped from our warehouse, it can no longer be cancelled. It must instead be processed as a return and will be subject to our Change of Mind Policy below.

2. Change of Mind Policy

Please choose your purchases carefully. Subject to the conditions below, if you change your mind or make a wrong selection, you must contact us within 14 days of receiving delivery or collecting goods.

• Timeframes: Any change-of-mind return requests made after 14 days will strictly not be accepted.
• Delivery Date Verification: If there is no clear tracking delivery date available, the delivery date will be deemed to be three (3) business days from the product's date of dispatch.
• Collection Date Verification: If there is no clear tracking delivery date available, the collection date will be deemed to be three (3) business days from you being notified of your order being ready to collect.
• Condition of Product & Packaging: The item must be returned in its original, new condition, suitable for resale, and accompanied by the original sales invoice.
• Exclusions: The following items are strictly excluded from change-of-mind returns and cannot be returned unless they violate a consumer guarantee under Australian Consumer Law:
  • Clearance or discontinued items
  • Ex-display products
  • Mattresses, change pads, or textiles that have been opened or unsealed

Change of Mind Fees & Return Logistics

• Shipping Costs: You will not be refunded any original shipping costs, and you are entirely responsible for all costs involved in the return delivery.
• Restocking Fee: Any change-of-mind return will result in a 20% restocking fee applied to the cost of the returned item(s).
• Re-boxing Fee: An additional 20% re-boxing fee will apply if the product is not returned in its original package, undamaged.
• Return Window: The product must be safely returned to us within 10 business days of your return request being approved.
• Transit Liability: The product remains your responsibility during transit until it is received at the address supplied by our staff. Boori accepts no liability for any loss or damage occurring in transit.

3. Consumer Guarantees (Faulty or Damaged Goods)

Under the Australian Consumer Law, you have guaranteed legal rights for goods and services you purchase. These are called consumer guarantees; these cannot be excluded, restricted, or modified, and are in addition to any extended manufacturer's warranty your product/s might come with.

When can I request a refund, repair, or replacement?

You are entitled to ask for a remedy if your goods do not meet one of the following consumer guarantees:

• Merchantable Quality: The goods must meet a level of quality and performance that would be reasonable to expect given the price and description.
• Fitness for Purpose: The item is fit for the intended purpose as communicated by Boori.
• Matches Description: The item you bought matches the description given to you or the display model shown to you. Please note that natural wood grain patterns may result in slight variations in colour, texture and appearance. These variations are a normal characteristic of timber and are not considered defects.
• Availability of Parts: The item has spare parts and repair facilities available for a reasonable time after purchase (unless told otherwise).

When can I NOT request a refund, repair, or replacement under Consumer Guarantees?

Boori is not obligated to provide a remedy under consumer guarantees if you:

• Have simply changed your mind, made a wrong selection, or found the product cheaper elsewhere outside of our 14-day Change of Mind policy window.
• Have misused or neglected the product in any way that contributed to the problem.
• Knew of or were made explicitly aware of the faults prior to purchasing the product (e.g., ex-display or seconds items marked with specific faults).
• Purchased the product from an unauthorised retailer (requests must go through the place of purchase).

4. Procedures for Damages, Repairs & Refunds

Goods Damaged in Transit

Boori advises that you thoroughly inspect your goods and report any transit damage within 72 hours of receiving them.

• Please contact our service team via services@boori.com.au or our website Contact page.
• Please include proof of purchase. If you've purchased your products directly through Boori, you can provide us with the order reference number.
• Please attach images or videos to help our team understand what part/s are damaged.
• Boori will then arrange for either a replacement part/unit or a refund.

Repairs and Cosmetic Compensation (Minor Problems)

In the case of a minor problem that breaches a consumer guarantee, Boori may choose to:

• Offer replacement parts so that you may repair your product yourself.
• Send a repair technician to your location to carry out the necessary repairs.
• Offer a partial compensation/discount for you to keep the product as is, provided the issue is strictly cosmetic and does not affect the safety or functionality of the item.

Replacements and Refunds (Major Problems)

In the case of a major problem, you have the right to ask for a replacement or refund. A product has a major problem when:

• It has a problem that would have stopped someone from buying it if they'd known about it.
• It is unsafe.
• It is significantly different from the description or display model.
• It is substantially unfit for its purpose and cannot easily be fixed within a reasonable time.

Any requests for replacements or refunds under consumer guarantees must be made within a reasonable time of receiving the goods. Replacements are subject to stock availability. If a product cannot be replaced, we will offer you a refund instead.

5. How to Initiate a Return or Claim

Do not attempt to return your goods before contacting the Boori customer service team. We have specific procedures that must be followed to ensure the return proceeds smoothly and goes to the correct location (e.g., store purchases returned to store; warehouse-fulfilled orders returned to warehouse).

1. Submit Request: For all claims, contact our service team via services@boori.com.au or our Contact page. Provide your original sales invoice and attach relevant images/videos showing the product and packaging.
2. Assessment Window: Our service team will endeavour to respond within ten (10) business days with options on how to proceed.
3. Shipping & Costs:
   • For Consumer Guarantee/Faulty claims: Boori will cover the cost of returning the goods to our warehouse or arrange transit.
   • For Out-of-Warranty/Misuse claims: You may need to pay for additional labour or shipping costs where your rights under the ACL or manufacturer's warranty do not apply.
4. Refund Processing: Upon receiving the returned item(s), Boori staff will assess the product. Refunds are processed via the Shopify payment gateway, with funds returned directly to the original method of purchase. In instances where the original payment was made via cash, Boori will issue the refund via bank transfer. The customer is responsible for providing accurate and valid bank account details to facilitate this transaction.

Boori will endeavour to process all approved refunds within three (3) business days of assessment approval. Please note that individual financial institutions and card providers maintain independent processing timelines, which are beyond the control of Boori.