Refund & Returns Policy
Returns & Refunds – Fault and Damage Claims
Every Hausette order is carefully prepared and packed before leaving our warehouse. We take great care to ensure each piece arrives safely and exactly as expected.
Change Of Mind
At Hausette we encourage customers to choose carefully before purchasing. Each product page includes detailed descriptions, measurements, materials and most display multiple images or colour swatches so that customers can understand the scale, finish and character of each piece before placing an order.
For this reason, Hausette does not offer returns, exchanges or refunds for change of mind.
This includes situations where:
- The size or scale of an item is different from what you expected
- A colour appears different in person than on your screen
- The item does not suit your space once received
- The wrong item was selected when placing the order
- The item is no longer required after delivery
All product dimensions are listed on each product page and customers are encouraged to review measurements carefully to ensure the scale is suitable for their space before purchasing.
Perceived differences in colour, tone or finish are also not considered faults. While we photograph products as accurately as possible, colours may appear slightly different depending on screen settings, lighting conditions and device displays.
Natural Materials
Many Hausette products are made from natural materials or finished using artisanal processes. Variations in grain, veining, glaze, tone and texture are normal characteristics of materials such as wood, marble, natural stone, ceramics and glass. These variations are part of the design and are not considered faults.
Packaging
Orders are carefully packed before leaving our warehouse. We primarily use biodegradable packing pellets made from plant-based biofill, which dissolve in water, along with protective wrapping where required. Each order is finished with Hausette’s branded eco-friendly tissue paper.
Homewares can be delicate, so items are packed generously to ensure they travel safely.
Faulty or Damaged Items
If your item arrives damaged, faulty or incorrect, we will review the issue in accordance with Australian Consumer Law. Consumer guarantees do not apply to change of mind, but they do apply where goods are faulty, damaged, unsafe, or significantly different from description.
To ensure each claim can be reviewed fairly and properly, all fault and damage claims must be submitted using the Fault and Damage Claim Form below. This is our required claims process, as it allows our team to receive the information and photographs needed to assess the issue accurately and keep a clear record of the claim.
Once a claim has been submitted, our team will review the details and respond within 3-5 business days.
Please retain the original packaging your order arrived in until your claim has been assessed. Original packaging helps protect the item if a return is required as part of the claims process.
Where a product is confirmed to be faulty or damaged under Australian Consumer Law, the appropriate resolution may include repair, replacement or refund.
Submitting a Claim
If you believe your item is faulty or has been damaged in transit, please complete the Fault and Damage Claim Form below.
Claims submitted by email cannot be assessed. The claim form is the only way fault and damage claims can be reviewed, as it ensures we receive the details and supporting photographs required to properly assess the issue.
