Refund Policy

At Night Queen Furniture, we strive to provide the best products and experience for our customers. Our policies are strictly guided by the Australian Consumer Law (ACL) to ensure a fair and transparent process for returns, replacements, and refunds.

1. When We Will Replace Goods or Issue a Refund

We take full responsibility for the products we sell. You are entitled to a replacement or a full refund under the following conditions:

• Major Failure / Faulty Goods: The product has a major failure, is unsafe, or is not of acceptable quality.

• Incorrect Description: The delivered goods do not match the description or the sample shown on our website.

• Notification Period: Please inspect your furniture or mattress upon delivery and notify us of any major faults or damages within 14 days of receiving the item.

2. When We Cannot Accept Returns or Issue a Refund

To maintain a fair service for everyone, we cannot accept returns or issue a refund if:

• Change of Mind: You have simply changed your mind, decided you do not like the product, or your personal circumstances have changed.

• Sizing Issues: You ordered the wrong size for your room or space (we highly recommend measuring your space carefully before ordering).

• Customer Damage: The item is soiled, stained, damaged, or tainted in any way after a successful delivery due to misuse or wear and tear.

• Shipping Delays: The goods arrived later than expected due to external shipping and courier delays beyond our control.

3. Special Conditions for Mattresses

For hygiene and health reasons, mattresses, mattress toppers, and pillows cannot be returned or refunded once the original plastic packaging has been opened or removed, unless the product is deemed to have a manufacturing defect under the Australian Consumer Law.

4. Cancellations and Lay-by

• Cancellations: A 20% cancellation fee of the total purchase price will be applied if you change your mind or cancel an order after it has been processed and prepared for delivery.

• Lay-by Cancellations: If you cancel a lay-by agreement, all amounts paid will be refunded except for a reasonable termination fee to cover our administration and storage costs.

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Contact Us

If you need to request a return or refund, or have any questions, please feel free to reach out to our team:

• Email: service@nightqueenfurniture.com.au

• Address: UNIT 7, 47-51 Little Boundary Rd, Laverton North VIC 3026, Australia

• Phone: 0422466265, 0479026286

• Opening Hours: Mon-Sat (10:00am - 5:00pm) | Sunday (On call)