Refund policy

Last Updated: 15 October 2026

Returns & Refunds

At Concept Collections, we are committed to supplying quality commercial furniture and providing fair outcomes for our customers.

Please read this policy carefully before placing an order.

Australian Consumer Law

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

Where required by law, customers may be entitled to a repair, replacement, refund, compensation, or other remedy if goods fail to meet applicable consumer guarantees.

Please Choose Carefully

We encourage customers to carefully review product descriptions, dimensions, specifications, finishes, colours, and suitability before placing an order.

Many products sold by Concept Collections are commercial furniture items that involve freight, handling, assembly, and installation considerations. We are happy to provide product information prior to purchase to assist customers in making an informed decision.

Change of Mind Returns

Unless required by Australian Consumer Law, Concept Collections does not generally accept returns for:

• Change of mind
• Incorrect selection
• Ordering the wrong quantity
• Colour preference
• Style preference
• Suitability for a particular application
• Delays caused by circumstances outside our control

Any request for a change-of-mind return may be considered at our sole discretion.

If approved, the following conditions may apply:

• Prior written approval from Concept Collections is required
• Goods must be unused and in original condition
• Goods must be returned complete with all components and accessories
• Return freight costs are the responsibility of the customer
• A restocking fee may apply
• Refunds may be reduced where goods are not returned in as-new condition

Clearance & Discontinued Products

Clearance, discontinued, end-of-line, and liquidation products are sold on a limited-stock basis.

Unless required under Australian Consumer Law:

• Clearance products are not eligible for change-of-mind returns
• Clearance products may not be exchanged
• Clearance products may not be available for replacement if a fault occurs and replacement stock is unavailable
• All sales of clearance products are considered final once dispatched

Customers should carefully review all product information before purchasing clearance items.

Damaged, Faulty or Incorrect Goods

Customers should inspect all goods as soon as reasonably possible after delivery.

If you believe a product is damaged, faulty, defective, or an incorrect item has been supplied, please contact us as soon as possible and provide:

• Your order number
• A description of the issue
• Photographs of the affected product
• Photographs of any damaged packaging where relevant

We may request additional information to assist with assessment of the claim.

Freight Damage

If damage is visible at the time of delivery, customers should:

• Photograph the goods and packaging immediately
• Note any visible damage on the freight company's delivery documentation where possible
• Notify Concept Collections promptly

Prompt reporting assists us in investigating freight-related issues and lodging claims where appropriate.

Returns Process

Do not return goods without prior approval.

To request a return, report damage, inquire about an exchange, or discuss warranty concerns, please contact us at:

Email: shopify@conceptcollections.com.au

Please include your order number and any supporting photographs or documentation.

Once a return request has been reviewed, we will advise whether the return has been approved and provide instructions where applicable.

Approved Returns

Where a return has been approved, returned products must:

• Be adequately packaged for transport
• Be returned in unused condition unless otherwise agreed
• Include all original parts, fittings, accessories, and documentation
• Be received within the timeframe advised by Concept Collections

Returns that do not comply with these requirements may be refused or may be subject to reduced refunds where permitted by law.

Exchanges

Exchanges may be available at our discretion and subject to stock availability.

Customers should contact us before returning any goods to discuss available options.

Refunds

Where a refund is approved, the refund will generally be processed using the original payment method.

Approved refunds do not normally include freight, delivery, assembly, installation, or other associated service charges unless required by Australian Consumer Law or where the return results from an error by Concept Collections.

Refund processing times may vary depending on your financial institution or payment provider.

Contact Us

If you have any questions regarding this policy, a return request, damaged goods, or a warranty matter, please contact:

Concept Collections
Email: shopify@conceptcollections.com.au