Refund policy

What if it’s not right for my home?

We want you to feel completely confident when choosing your sofa.

We’re proud to share that our return rate is currently below 0.5%, far lower than the average online sofa return rate of around 10%–18%.

Most of our customers keep and love their sofas, but we understand that choosing furniture is a big decision. Sometimes, you only know if something truly works once it’s in your home.

That’s why we offer a 30-Day Home Trial on all products, except Custom Orders.

30-Day Home Trial

Our 30-Day Home Trial applies to all products purchased from OZDESIGN SOFA, including In Stock and Made to Order items. Custom Orders are excluded.

Take your time to see how your new furniture looks, feels and fits into your everyday life.

If it’s not quite right, simply contact us within 30 days of receiving your order.

Whether it’s the size, colour, comfort, style or overall feel, we understand that sometimes things just don't work out.

As long as the product is returned in good condition, without damage, stains, significant wear, misuse, strong odours or missing parts, we'll be happy to accept your return and provide a full refund.

We may ask for a little feedback about your experience to help us continue improving our products and service.

Collection & Product Recovery

Once your return is accepted, we'll help arrange free collection from your address.

There's no need to worry about arranging transport yourself.

To help protect your furniture during collection and transportation, please keep the original protective plastic wrapping where possible. If the wrapping is no longer available, additional protective packaging may be required, and a packaging fee may apply.

Returned sofas and furniture are never resold.

Instead, we work with local charity partners, donation networks, recycling services and responsible recovery partners to give returned items a second life wherever possible.

It's our way of reducing unnecessary waste while supporting local communities.

Refunds

Once your returned product has been collected and checked, we'll process your refund to your original payment method.

If the product meets our return conditions, you'll receive a full refund.

Please note that we may not be able to offer a full refund if the product has been damaged, stained, heavily worn, affected by strong odours, has missing parts or shows signs of use beyond what is reasonable during a home trial.

All refunds will be processed in accordance with applicable consumer rights.

How to Start a Return

Starting a return is simple.

Just email us at support@ozdesignsofa.com or reach out through our Contact Us page with:

• Your order number

• A few clear photos of the product

• A short note letting us know you'd like to return it

Our team will review your request, guide you through the process and help arrange the next steps.

Custom Orders

Our 30-Day Home Trial does not apply to Custom Orders, including products made to your individual specifications or personalised requirements.

Please make sure all customisation details, measurements and configurations are correct before placing your order.

This exclusion does not affect your statutory consumer rights, including your rights if a product is faulty, damaged, incorrect or not as described.

Faulty or Damaged Products

Our 30-Day Home Trial is designed to give you peace of mind when making a purchase and applies to change-of-mind returns.

It does not replace or limit your statutory consumer rights.

If your product arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible. Our team will be happy to help find a suitable solution.