Refund policy

Last updated: 23 August 2026

At Vonne Living, every piece is selected with care, and we want you to feel confident in your purchase. If your order arrives damaged, faulty, incorrect or incomplete, please contact us so we can provide an appropriate resolution.

This policy operates in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Change-of-mind returns

Vonne Living does not accept returns, exchanges or refunds where a customer:

• Changes their mind.
• Selects the incorrect product, size, colour or finish.
• Finds the product at a lower price elsewhere.
• Decides the product is no longer suitable for their space.
• No longer wants or requires the product.
• Fails to confirm measurements, specifications, compatibility or installation requirements before ordering.

Please review all product descriptions, dimensions, finishes, specifications and installation requirements carefully before completing your purchase.

This change-of-mind policy does not affect your rights under the Australian Consumer Law.

Damaged, incorrect or incomplete deliveries

Please inspect your order as soon as reasonably possible after delivery.

If an item arrives damaged, is incorrectly supplied or has missing components, contact Vonne Living as soon as possible and include:

• Your order number.
• A clear description of the issue.
• Clear photographs of the product.
• Photographs of the internal and external packaging.
• A photograph of the shipping label.
• Details of any missing or incorrect components.

Where practical, we ask that transit damage be reported within 48 hours of delivery so we can promptly raise the matter with the supplier or delivery provider. This requested timeframe does not limit your rights under the Australian Consumer Law.

Please retain the product and all original packaging until we provide further instructions. Do not install, dispose of or return the product before contacting us.

Faulty products and Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product does not meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy, depending on the nature of the problem.

Where a product has a major failure, you may be entitled to choose a refund or replacement.

Where a product has a minor failure, Vonne Living may arrange a repair, replacement or another appropriate remedy within a reasonable time.

Vonne Living will not require you to deal directly with the manufacturer or supplier to exercise your rights against us, although we may work with the relevant supplier or manufacturer when assessing and resolving a claim.

Manufacturer warranties are additional to, and do not replace, rights available under the Australian Consumer Law.

When a remedy may not be available

A repair, replacement or refund may not be available where:

• The customer simply changed their mind.
• The customer selected the incorrect product.
• The customer found the product cheaper elsewhere.
• The customer knew about the relevant fault before purchasing.
• The product was misused or handled incorrectly.
• The product was damaged after delivery.
• The product was installed incorrectly.
• The product was modified or altered without authorisation.
• The customer failed to follow the manufacturer’s instructions.
• The issue results from normal wear and tear.
• The concern relates only to an inherent natural-material variation rather than a fault.

This section does not apply where the product otherwise fails to meet an applicable consumer guarantee.

Electrical installation

Products requiring electrical connection must be installed by an appropriately licensed electrician in accordance with:

• The manufacturer’s instructions.
• Applicable Australian standards.
• Relevant electrical and building regulations.
• Any product-specific mounting and installation requirements.

We may request reasonable evidence of compliant installation where the reported issue could have been caused by installation.

Incorrect or unauthorised installation may affect a manufacturer’s warranty. However, it does not exclude any rights that continue to apply under the Australian Consumer Law.

Installation, removal and related trade costs are not automatically reimbursed. Any claim for reasonably foreseeable loss or damage will be assessed according to the circumstances and applicable law.

Installed, used or modified products

Unless required under the Australian Consumer Law, returns will not be accepted for products that have been:

• Installed, wired, assembled or used.
• Modified or altered.
• Damaged after delivery.
• Installed by an unqualified or unauthorised person.
• Handled contrary to the manufacturer’s instructions.
• Damaged through misuse, improper care or unsuitable storage.

Do not install or continue using a product if you believe it may be faulty, damaged or unsafe. Contact Vonne Living for assistance.

Natural and handcrafted materials

Products made from natural or handcrafted materials may vary in:

• Colour and tone.
• Grain, markings and veining.
• Texture and surface character.
• Shape and dimensions within reasonable tolerances.
• Hand-applied finishes.
• Pattern and weave.

These variations are particularly common in marble, alabaster, timber, ceramic, glass, rattan and other natural materials.

Natural variations are part of the individual character of each product and are not generally considered faults.

Product photography is representative. Colours and finishes may also appear different depending on screen settings and surrounding lighting.

Return authorisation

All returns require approval from Vonne Living before they are sent.

Please do not return an item without written return instructions. Products sent without authorisation, or sent directly to a supplier or manufacturer without instruction, may not be accepted.

Once your request has been assessed, we will provide the applicable return address and instructions.

The return address may differ from the address shown on the original parcel because products may be dispatched from our private supplier or Australian warehouse.

Returning faulty products

Customers are generally responsible for returning products that can be easily posted or transported.

Where a product is confirmed to have a fault covered by the Australian Consumer Law, Vonne Living will reimburse reasonable return costs already paid or arrange an appropriate return service.

For products that are large, heavy, installed or difficult to return, contact us before arranging transportation. Where required by law, we will arrange collection or cover reasonable collection costs within a reasonable time.

Please retain receipts for any authorised postage or transportation expenses.

If an inspected product is found not to have a fault, we may require payment of reasonable collection, transportation or inspection costs. Where applicable, an estimate will be provided before collection is arranged.

Product assessment

Products may need to be inspected or assessed by Vonne Living, the supplier, manufacturer or an appropriately qualified technician.

Assessment may consider:

• The nature and cause of the reported problem.
• The product’s age and condition.
• Installation and usage history.
• Manufacturer instructions.
• Photographs or videos supplied.
• Evidence of compliant installation where relevant.
• Whether the product meets applicable consumer guarantees.

An assessment process will not be used to unreasonably delay or deny a remedy available under the Australian Consumer Law.

Refunds

Approved refunds will be issued to the original payment method.

Refunds will generally cover the amount paid for the affected product and any other amounts required by law.

Once issued, please allow several business days for the refund to appear in your account. Processing times vary between banks, payment providers and financial institutions.

Delivery charges will be refunded where required by the Australian Consumer Law, including where appropriate because an entire order is rejected due to a major failure.

Replacements and exchanges

Replacements are subject to availability.

If an approved replacement is unavailable, we will discuss an appropriate alternative, which may include:

• A comparable replacement.
• A repair where appropriate.
• Store credit where accepted by the customer.
• A refund where required or agreed.

Vonne Living does not offer exchanges for change of mind, incorrect selection or suitability concerns.

Order cancellations

If you need to cancel or amend an order, contact Vonne Living as soon as possible.

Many Vonne Living orders are submitted directly to our private supplier for processing. We cannot guarantee that an order can be changed or cancelled after supplier processing has begun.

An order may not be eligible for cancellation where:

• It has already been dispatched.
• Supplier processing has commenced and cannot reasonably be reversed.
• It is a special-order, custom-made or made-to-order product.

If an order has already been dispatched, it cannot be returned solely because the customer changed their mind.

This section does not limit any rights available where a product cannot be supplied within an agreed or reasonable time or where the Australian Consumer Law otherwise requires a remedy.

How to make a claim

To report a damaged, faulty, incorrect or incomplete product, contact Vonne Living through the Contact page on our website or email:

vonneliving@gmail.com

Please include:

• Your full name.
• Your order number.
• A description of the issue.
• Clear photographs or video where relevant.
• Photographs of the packaging and shipping label for delivery-damage claims.
• Any other information reasonably required to assess the claim.

We aim to review your request and respond with the next steps within one business day.

Contact

Vonne Living
Email: vonneliving@gmail.com
Website: vonneliving.com.au
Location: Queensland, Australia