Returns & Warranty

Love it, or we'll take care of it*

Your peace of mind is our top priority. We've got you covered!

Our Commitment

We are sure that you will love our furniture and the experience shopping with Proferlo

If for any reason you are not completely satisfied with your furniture, you can request a return within 14 days (conditions apply see below) of receiving your order. We offer the option to swap/replace your item or obtain a refund, with the unwanted items being returned or donated to charity. If the item has a fault, we can also arrange replacement parts or repair services.

Please click to view conditions and warranties below

Change Of Mind Period

The 14 day Change of mind period begins from when a delivery is received, if a proof of delivery is not available, delivery will be assumed to be 1 week from dispatch date.

Return Shipping Costs

Change of mind returns incur a shipping fee.

A return shipping fee will be charged for change of mind returns. The initial delivery cost will also be deducted from your refund if applicable

Please note: this also applies to free metro shipping products

Please note that for change of mind returns during Free Shipping Promotions, the cost of delivery both to and from you will be deducted from your final refund value. This amount will be quoted by our staff after you fill in the returns form.

Exclusions

The below items are excluded from Change Of Mind returns

1 - Items Marked as "clearance" and items that are discounted by over 30% off RRP

2 - Any ex display items purchased from our Showroom or Warehouse Clearance Sales

3 - Items that have a "Made to Order" or "Special Order" description on their lead time

Return Packaging

For Change of Mind returns to be accepted, we require products to be packed in their original packaging. As such, we recommend opening items carefully and not disposing of packaging until you are certain you won't return an item. Any items that are not returned to us in the original packaging and/or in original condition will incur 20% restocking fee.

For Change of Mind returns, it is your responsibility to ensure that items are returned to Proferlo in the same condition they arrived in. As such, Proferlo is not liable for damage that may occur during return of items either by customer or courier.

If you do not have packaging and cannot supply a product to us in its original condition, we may charge a restocking fee or not be able to accept a Change Of Mind Return.

Return Terms & Conditions

We accept change of mind returns subject to the following terms:

A restocking fee applies and is calculated as a percentage of the item’s total as listed on your Tax Invoice. This amount will be deducted from your refund.

Returned items must be in a new condition. We are unable to accept items that have been scratched, stained, damaged, drilled into, or otherwise altered in any way. We reserve the right to refuse a refund where, in our reasonable assessment, the item has deteriorated due to wear and tear, misuse, or failure to take reasonable care.

All returns must be packaged in the original packaging, which has been specially designed to protect the item during transit. If you no longer have the original packaging, you may return the item using alternative protective packaging; however, an 20% repackaging fee per item will apply in such cases.

To help ensure a smooth return process, we recommend that customers take photographs of the item and its packaging prior to handover to our delivery partners.

Returns to Our Warehouse

Items can also be returned to our Acacia Ridge warehouse. If an item is returned directly to our warehouse, return shipping will not be charged.

Please note that products still need to pass through our Return Form and be approved by our Support Staff prior to being returned.

Returning items to our Warehouse without prior approval, or to our Showrooms will be denied.

Cancelling or Changing Your Order

If you wish to cancel your order prior to dispatch or adjust the items in your order, please contact our team

Please note that if an item has left our warehouse already, it will be considered under our Change of Mind return policy, including delivery costs.

Our Warranty Periods

To reflect the quality and durability of our different products, we offer a tiered warranty structure:

Standard 12-Month Warranty:
All Proferlo products come with a 12-month manufacturer's warranty as standard. This covers any defects in materials and workmanship.
[3-Year] Structural Warranty:
Our sofas, armchairs, and bed frames are designed with a robust internal structure. The frames on these items are covered by an extended [3-Year] structural warranty.
[5-Year] Mattress Warranty:
Enjoy a restful sleep knowing our Proferlo mattresses are backed by a [5-Year] manufacturer's warranty against defects.

What Our Warranty Covers

Our warranty covers issues that arise from a manufacturing fault. This includes:

Defects in materials, such as timber splitting, or significant fabric flaws.
Defects in workmanship, such as faulty joinery, failed stitching, or broken hardware.

If your product has a defect covered by our warranty, we will repair the item, provide a replacement part, or replace the entire product at our discretion. For all approved warranty claims, Proferlo will cover any associated shipping and handling costs.

What Our Warranty Does Not Cover

It’s important to understand what is not considered a manufacturing defect. Our warranty does not cover:

Normal wear and tear from everyday use.
Damage caused by improper assembly, cleaning, or maintenance.
Accidental damage such as spills, cuts, stains, or pet damage.
Fading or discolouration caused by direct or prolonged exposure to sunlight.
Damage caused by using the product for a purpose other than its intended one (e.g., commercial use).
Issues related to personal preference, such as comfort or style. These are covered by our 14-Day In-Home Trial.

How to Make a Warranty Claim

If you believe your product has an issue covered by our warranty, please follow these simple steps:

Contact Our Team: Get in touch with our customer service team via email. Please provide your order number, a clear description of the issue, and attach photos or a short video showing the fault.
Assessment: Our team will carefully assess your claim based on the information provided. We may ask a few follow-up questions to ensure we have all the details.
Resolution: Once your claim is approved, we will work with you to find the best solution, whether it's sending a replacement part, arranging a repair, or organising a full replacement.

Your rights under this warranty are in addition to your rights under the Australian Consumer Law.