Rivercity House & Home Co.
Refund, Warranty & Returns Policy

Shop with www.rivercityhouseandhome.com.au and enjoy full peace of mind with a 12 month warranty on all standard furniture products, or a 3 month warranty on electrical products unless stated otherwise. The warranty conditions are another benefit of shopping with Rivercity House & Home Co, your dedicated online retailer for affordable furniture, and home decor.

Some products come with an extended warranty, and in these instances, please check the wording of the description to confirm prior.

If you experience any issues or fault with the product ordered from Rivercity House & Home Co, please contact our customer support team via email - [email protected] within ten working days if the item reaches you damaged or faulty or as soon as you recognise a fault.

Please send us a detailed description with supporting evidence. We will need you to provide clear images and a short video clip showing the fault so that we can proceed with the warranty claim. In the rare event you may be missing a part, please circle the missing part on the instruction booklet and send us a photo of that so we know exactly what to send to you. 

Our customer service team will assess and then contact you to proceed with the return, refund, repair or replacement process. We ask that you do not return the item without our authorisation.

Claim Instructions 

To make a claim, please email the following information;

ALL Claims need to be sent to us via email. To prevent unnecessary claim delays, we ask that the following is included on the initial claim email:

• Order Number
• Name & address of customer
• Detailed information about the fault
• Manual with missing parts indicated (if applicable)
• Images/Video clearly showing fault (if applicable)
• Images/Video clearly showing goods in original packaging (if applicable)

Our dedicated customer support team will assess and troubleshoot to help you resolve the problem.

Final decision will be made by Rivercity House & Home Co to repair, replace or refund the product per the ACCC guidelines. 

Once our customer support team approves the refund, it generally takes up to five working days to process, and you'll hear from Rivercity House & Home Co once we process the refund. With this in mind, please allow an additional five business days for your financial institution to handle and process the refund. 

Please note, we will not refund, repair or replace items if our products are misused, mishandled or installed incorrectly. Customers are responsible for following the directions / instructions and advice provided by the product manufacturers.

Change Of Mind? 

We can only accept a change of mind return within 7 days after the item is delivered to you. 

- Please send an email to [email protected] and include pictures and/or a video showing the condition of the product received and an
explanation why you would like to return product and if the item is eligible for return.
- For any change of mind return, the product must be unopened, in its original packaging and in a resalable condition.
- Please do not return the product to us without our prior consultation.
- Once a change of mind return has been accepted by the River City House and Home Support Team, we prefer that returns due to change of mind are done so at the customers courier arrangement.
- If a return label is provided to you, we will refund the total order amount MINUS the initial postage costs, return postage and a restocking fee of 15%
- If a return label is NOT provided to you, we will refund the total order amount MINUS the initial postage costs and restocking fee of 15%
- All items that are returned due to incorrect or incomplete delivery information will be treated as a Change of Mind returns including items Returned to Sender due to being unclaimed 

If you wish to cancel once the package has been accepted by the courier for delivery then we will be unable to assist as it will already be on its way to you.

Change of mind cancellations and refunds are subject only to approval by the Rivercity House and Home Co customer support team and are not definite until you hear back from us.

Unauthorised use of Buy Now Pay Later platforms, including Afterpay & other payment providers

Rivercity House & Home Co takes the security of our customers extremely seriously. All reports of fraud will result in such transaction being escalated and reported to Australian Cybercrime Online Reporting Network (ACORN) and the Australian Federal Police (AFP), as well as the payment service provider this transaction relates to. This may result in the closure of the account. No refunds or store credits will be issued in cases of unauthorised use of the payment service until approval is granted by either ACORN, the AFP or other relevant authorities at the conclusion of their investigation.

Customers found lodging false claims will also have their accounts suspended and reports filed with ACORN and the AFP. False claims hurt small businesses, they are illegal and will be met with appropriate actions.

As always, the Customer Support team at Rivercity House & Home Co is the first point of contact for all concerns.

Damages and issues 
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items 
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds 
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.