Return Policy

Under the Australian Consumer Law, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

Refunds and returns

• Other than in accordance with Clause 10 of our terms and condition (Faulty Goods), McPhail's Furniture does not provide refunds, returns or exchanges for when a Customer makes a wrong purchase decision or when the Customer has a change of mind.

• In order to facilitate a return under these Terms and Conditions in relation to Clause 10, please submit a customer care claim using the form here.

• The customer must comply with directions from McPhail's Furniture staff to facilitate a return.

• It is the customer’s responsibility to ensure that returned items are returned safely. McPhail's Furniture takes no responsibility for items lost in transit. 

• Items must be returned in original condition of which they were received it in. If returned soiled by customer use they may incur a cleaning fee of up to $500.

MATTRESSES - Due to the intimate nature of mattresses and their use/purpose, McPhails offers no returns of any kind. Any claims will be treated as a “change of mind” or “wrong purchase decision” as per our Terms and Conditions.

LINEN - Due to the nature of the use/purpose of bedlinen and linen napkins, no returns for these items will be accepted unless the item is still in the original condition in which it was received and is accompanied by it’s original packaging. The item/s must not have been used.

What’s Not Covered Under Warranty? 

While we stand by the quality of our furniture, there are a few things that aren’t covered under our warranty. These include: 

Natural changes like the softening of cushion fillings (e.g. polyester fibre or leather) over time. 

Natural characteristics of materials, including variations in leather or timber grain, colour, wrinkling, markings, or scars that are part of the product’s authentic look. 

Wear due to lack of care, such as not regularly removing dust or not using the proper cleaning and care products recommended at purchase. 

Damage from unapproved products, including the use of cleaners, conditioners, or chemicals not endorsed by McPhails Furniture. 

Sun and heat exposure, which can cause discolouration or fading of leather, timber, or fabric. 

Damage from body contact, like perspiration, body oils, or personal care products (e.g. hair gels, skin creams). 

Everyday accidents and wear, such as scratches, dents, chips, breakages, and damage from misuse or rough handling. 

Transport damage that occurs after the product leaves our care and is handled by the customer. 

Dye transfer from rugs, cushions, jeans, or other fabrics. 

Repairs by non-approved technicians — we can’t guarantee work done by those not endorsed by us. 

Weight limit – our furniture is designed for safe use by individuals up to 120kg. 

Fabric pilling, which is a natural part of fabric use and not considered a fault. Pilling can usually be removed easily with a fabric shaver. 

General damage from use – wear and tear from regular usage that isn’t related to a fault in workmanship or materials. 

For further detailed information on products and services, please read more on Consumer Affairs Victoria.