Returns & Refund Policy

Last updated: 27 July 2026

At Baena Furniture, we take pride in the quality of our furniture and the service we provide. We want you to feel confident when purchasing from us and, if something is not right, we are committed to assessing the issue fairly and helping you reach an appropriate outcome.

Please read this policy carefully before placing your order.

Baena Furniture operates through multiple stores and associated entities. In this policy, Baena Furniture, we, us and our refer to the Baena Furniture entity that sold you the product. The relevant legal entity and ABN are shown on your quote, order confirmation or tax invoice.

That entity is your retailer and is responsible for handling your order and any return, refund or product claim under this policy.

Change of Mind

Please choose carefully, as we do not provide refunds, exchanges or cancellations if you:

• change your mind;

• find the product cheaper elsewhere;

• decide you no longer like or need the product; or

• select the wrong product, size, colour or configuration.

In exceptional circumstances, we may approve an exchange or store credit at our discretion. To be considered, the product must be unused, unassembled, in its original packaging and in resalable condition.

Approved change-of-mind returns may be subject to reasonable collection, return delivery, administration or restocking costs. All discretionary returns must be approved by us in writing before the product is returned.

Measurements, Access and Product Suitability

It is the customer’s responsibility to make sure the product is suitable for their home and can be delivered safely into the intended space.

Before placing your order, please check:

• the product dimensions and available space;

• doors, hallways, staircases, lifts, corners and other access points;

• the selected colour, configuration and orientation; and

• that the product’s features and specifications meet your needs.

Product dimensions may be approximate. If a particular measurement is critical, please contact us before ordering so we can help confirm the details.

We are not required to provide a refund, exchange or replacement if a product does not fit because the space or access route was measured incorrectly. This does not apply if the product does not match its stated description or measurements, or if you relied on incorrect advice from us after clearly explaining your requirements.

If delivery cannot be completed because of access or measurement issues, reasonable redelivery, storage or additional handling charges may apply.

Checking Your Furniture

Please inspect your furniture as soon as reasonably possible after delivery or collection.

If you notice visible damage, missing parts or an incorrect product, please let our delivery team know before they leave where possible and contact us promptly.

Reporting visible issues within 48 hours helps us investigate and resolve the matter quickly. A report made after this period will not automatically remove any rights you may have under the Australian Consumer Law.

Signing a delivery confirmation acknowledges that the products were received. It does not affect your rights in relation to faults or damage that were not reasonably apparent at the time of delivery.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, is incorrect, develops a fault, is not as described or is not fit for a purpose you made known to us before purchase, please contact us as soon as reasonably possible.

We will review the issue fairly and work with you towards an appropriate solution. Depending on the circumstances, this may include a repair, replacement or refund in accordance with the Australian Consumer Law.

To help us assess your claim efficiently, please provide:

• your name and contact details;

• your order or invoice number;

• a clear description of the issue; and

• clear photos or video showing the product and the issue.

We may need to inspect the product before confirming the appropriate outcome. We aim to assess and resolve all genuine claims within a reasonable time and will keep you informed throughout the process.

For large or heavy products that cannot reasonably be returned without significant cost, we will arrange an inspection or collection where required by law.

If an inspection determines that the product does not have a fault covered by the Australian Consumer Law, reasonable inspection, transport or service costs may apply. Where practicable, we will discuss these costs with you before they are incurred.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to you under the Australian Consumer Law.

Hygiene and Preparation for Inspection

If a product has been used, it must be reasonably clean, dry, free from personal belongings and in a safe and hygienic condition before it can be inspected, serviced or collected.

Where a product has significant stains, odours, pet hair, bodily fluids, pest contamination or excessive soiling unrelated to the reported fault, we may require professional cleaning and reasonable proof of cleaning before our staff, delivery team or service technicians handle the product.

Cleaning costs arising from normal use or customer-caused soiling are the customer’s responsibility. This requirement does not affect any rights available under the Australian Consumer Law.

Please contact us before cleaning if doing so could worsen the fault, damage the product or remove evidence needed to assess your claim.

Furniture Characteristics and Normal Wear

Furniture naturally changes with use. Depending on the product and materials, the following may be normal characteristics rather than faults:

• gradual softening or settling of cushions, foam and upholstery;

• minor creasing or compression associated with normal use;

• natural variations in timber, leather, stone, marble, fabric colour, grain or texture;

• minor differences between display samples, website images and delivered products caused by natural materials, lighting or screen settings; and

• reasonable wear and tear consistent with the product’s age, use and care.

These examples do not automatically exclude a claim. Each claim will be considered based on the product’s age, price, description, expected durability, care and use, together with all other relevant circumstances.

A repair, replacement or refund may not be available if the issue was caused by misuse, accidental damage, improper assembly, unauthorised modification, failure to follow care instructions or normal wear and tear.

Pre-Orders, Special Orders and Cancellations

A 30% deposit is required to secure a pre-order or special-order product unless otherwise agreed in writing.

Once an order is confirmed, we may order the product from a supplier, allocate stock or incur freight and administration costs. We are not required to accept a cancellation because of a change of mind.

If we agree to a cancellation, we may deduct the reasonable costs and losses resulting from the cancellation, up to the value of the deposit. Any remaining amount paid will be refunded.

We will not charge an unlawful cancellation fee or retain any amount where a refund is required under the Australian Consumer Law.

If we are unable to supply your product within the agreed timeframe, or within a reasonable time where no timeframe was agreed, we will contact you to discuss the available options. Depending on the circumstances, this may include a revised delivery estimate, an alternative product or a refund.

Clearance, Floor-Stock and Custom Products

Custom-made and special-order products cannot be returned for change of mind.

Clearance, floor-stock and display products may have marks, wear or imperfections. We will disclose any known issues before purchase and record them on the order where appropriate.

A solution is not available for an issue that was clearly disclosed and accepted before purchase. Your rights continue to apply to any other fault that was not disclosed.

Approved Returns, Refunds and Store Credits

Please obtain written approval from us before returning any product so we can provide the correct instructions. Unauthorised returns may be refused where there is no legal right to return the product.

Where a refund is approved or required, it will generally be returned to the original payment method within a reasonable time after the outcome is confirmed and any required return or collection is completed.

Original delivery fees and return transport costs are not refundable for approved change-of-mind cancellations or discretionary returns. This does not apply where reimbursement is required under the Australian Consumer Law.

Any discretionary store credit:

• is valid for three years from the date of issue;

• is non-transferable; and

• cannot be redeemed for cash.

These store-credit conditions do not apply where you are legally entitled to a refund.

Contact Us

If you have a question or need to report an issue, please contact our customer service team:

Phone: 0489 222 341
Email: northlakes@baenafurniture.com.au

You may also contact the Baena Furniture store where you made your purchase using the contact details shown on your quote, order confirmation or tax invoice.

Please include your order details, the store of purchase, a description of the issue and clear photos or video where possible. Our team will direct your enquiry to the relevant store or entity, review the information provided and explain the next steps.