Return & Refund Policy

 

Please read this policy carefully before making a purchase. This policy operates alongside our Warranty Terms & Conditions and does not exclude or limit your rights under the Australian Consumer Law.

Change of Mind

We kindly ask customers to select items carefully prior to purchase.

Refunds or exchanges are not available for change of mind, including but not limited to situations where the customer no longer requires the item, has ordered an incorrect size, colour, finish, configuration, or has simply changed preference.

Where required by Australian Consumer Law, statutory remedies will apply.

Custom Made & Made-to-Order Items

All custom made and made-to-order items are produced specifically to the buyer’s specifications.

Refunds, exchanges or cancellations are not available for change of mind on custom made or made-to-order items. Buyers are responsible for ensuring all selections, measurements and specifications are correct prior to order confirmation.

This does not affect your rights in relation to manufacturing defects under the Australian Consumer Law.

Commercial & Trade Orders

Commercial and trade orders are confirmed once accepted by the buyer.

Any request to cancel a confirmed commercial or trade order may incur a cancellation fee, reflecting costs already incurred in production, procurement, administration, or logistics. Cancellation fees will be assessed on a case-by-case basis and communicated in writing.

Floor Stock, Ex-Display, Clearance & End-of-Line Items

All floor stock, ex-display, clearance and end-of-line (EOL) items are sold in “as is” condition, with any existing wear or imperfections disclosed at the time of purchase.

These items are not eligible for refunds or exchanges for change of mind. This does not affect your rights in relation to faulty or defective goods under Australian Consumer Law.

Faulty, Damaged or Incorrect Items

All items are quality checked prior to dispatch. If you receive an item that is faulty, damaged, incorrectly supplied or not as described, please contact New Piece as soon as reasonably possible after delivery so that we can assist you promptly.

To assess a claim, we may request:

• Proof of purchase
• Clear photographs or video evidence
• A description of the issue, usage and environment

Please do not return goods without prior written authorisation. New Piece reserves the right to request an inspection, additional information, or the return of the item for assessment before determining the appropriate outcome.

If a claim is accepted, New Piece will determine the appropriate remedy in accordance with the Australian Consumer Law and our Warranty Terms & Conditions, which may include repair, replacement, or refund.

Condition of Returned Items

Where a return has been authorised, items must be returned in a reasonable condition for assessment, together with any components supplied with the product.

Returns may be declined if the product has been damaged due to misuse, abnormal use, improper handling, unauthorised modification, or lack of reasonable care after delivery.

Delivery & Inspection Guidance

Customers are encouraged to inspect goods upon delivery and note any visible damage to packaging or items. If packaging or items appear severely damaged, customers may refuse the affected package(s) at the time of delivery. Refusing delivery of undamaged items is not required.

Storage

New Piece offers complimentary storage for paid-in-full orders for up to three (3) months from the date the order is ready for collection or delivery.

After this period, a storage fee may apply to extend storage for a limited additional period. Storage fees are non-refundable. Orders held in storage for extended periods may not be eligible for cancellation.

Gift Vouchers

New Piece Gift Vouchers are redeemable for merchandise only and may be used in-store or online. Gift Vouchers are not redeemable for cash and are non-transferable, except where required by law.

Warranty Terms & Conditions

New Piece warrants its products to be free from defects in materials and workmanship under normal intended residential use, when correctly installed, handled and maintained in accordance with New Piece Care & Maintenance guidelines.

Warranty coverage varies by product category and usage. Coverage applies to the original purchaser only, is non-transferable, and requires proof of purchase.

The warranty does not cover:

• Normal wear and tear
• Misuse, abuse, accident or abnormal use
• Improper maintenance, modification or unauthorised repairs
• Natural characteristics of materials such as timber movement, hairline cracks, pilling, patina or colour variation
• Damage caused by third-party carriers

Any repair or replacement under warranty is limited to the defective component only. Replacement parts are covered only for the remainder of the original warranty period.

Full warranty details are outlined in the New Piece Warranty Terms & Conditions document.

Contact Us

For questions or assistance regarding your order, please contact our team at sales@newpiece.com.au