Refund policy

Last updated: 19 October 2026

This policy applies to purchases from Box and Crates, including purchases through supported AI shopping services.

Change of mind: [RETURN WINDOW] from delivery

Contact us within [RETURN WINDOW] of delivery to request [REFUND, EXCHANGE AND/OR STORE CREDIT OPTIONS]. [ELIGIBILITY AND PACKAGING REQUIREMENTS].

Restocking fee: [FEE OR NO FEE].
Return freight: [WHO PAYS AND HOW RETURNS ARE ARRANGED].
Excluded change-of-mind items: [EXCLUSIONS, INCLUDING MATTRESSES IF APPLICABLE].

Faulty, damaged or incorrectly described goods

Your Australian Consumer Law rights are separate from our change-of-mind offer. Any change-of-mind window, packaging conditions, product exclusions and fees do not limit claims under those rights.

For a major failure, you may choose a refund or replacement. For other failures, we will provide the remedy required by law, which can include repair or replacement. Any rights to compensation for reasonably foreseeable loss or damage also remain available.

No restocking fee applies to faulty, damaged or incorrectly described goods. We arrange collection or cover return shipping for faulty goods that are large, heavy or difficult to return. Please contact us to arrange collection and keep receipts for any reasonable return costs that need reimbursement. Original packaging is not required for a faulty-goods claim.

How to request help or a return

Email info@boxandcrates.com.au with your order number or other proof of purchase.
Explain the reason for the request. Include photos of damage or faults where possible.
We will reply with the next steps and the appropriate return or collection arrangements. Please contact us before sending furniture back so it goes to the correct location.

Report damage as soon as reasonably possible. This request does not impose a shorter deadline on your statutory rights.

Refunds and cancellations

Where a monetary refund is due, we will arrange it in accordance with applicable law. [CONFIRM REFUND METHOD AND PROCESSING TIME]. You do not have to accept store credit instead of a refund you are legally entitled to. Contact us promptly to request an order change or cancellation; we will explain the options based on the order's fulfilment status and your legal rights.