Returns & Refunds Policy - Easy and Hassle-Free Returns

RETURNS & REFUNDS POLICY – EASY AND HASSLE-FREE RETURNS

RETURNS & REFUNDS POLICY (AUSTRALIA)

At Greenora Living, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help. Please read our Returns & Refunds Policy carefully before placing your order.

CHANGE OF MIND RETURNS

We accept change-of-mind returns within 14 days of delivery, provided that:

  • The item is unused, unassembled, unworn, and in its original condition.
  • All original packaging, manuals, accessories, and components are included.
  • Proof of purchase is provided.
  • The item is suitable for resale.

As Greenora Living operates on a dropshipping business model, products are shipped directly from our trusted suppliers. Therefore:

  • Return shipping costs for change-of-mind returns are the responsibility of the customer.
  • Original delivery costs are non-refundable.
  • Where delivery was advertised or provided as free shipping, or delivery was included in the product price, Greenora Living may deduct the actual reasonable outbound delivery cost incurred in supplying the order from an approved change-of-mind refund, where permitted.
  • If Greenora Living arranges return freight on the customer's behalf, the applicable return freight cost may also be deducted from the refund.
  • Any reasonable costs incurred by Greenora Living to retrieve or restock the item may be deducted from the refund where permitted.

Please note that Australian Consumer Law does not require businesses to provide refunds for change-of-mind purchases. This policy is offered voluntarily by Greenora Living.

COMBO, BUNDLE & PACKAGE PRODUCTS

Greenora Living may offer specially priced combinations, bundles or packages containing multiple products, such as a bed, mattress and bedside tables.

For return purposes, each product within a combo, bundle or package is assessed individually and must meet the applicable return conditions in this policy.

For an approved change-of-mind return of only part of a discounted combo, bundle or package, the promotional or bundle discount may no longer apply. Products retained by the customer may be recalculated at the individual prices applicable at the time of the original purchase, and the refund for the returned item or items will be adjusted accordingly.

Any applicable original delivery, return freight, retrieval or restocking costs may also be deducted from a change-of-mind refund where permitted.

Where different components of a package are supplied from different warehouses, they may need to be returned separately. Customers must contact Greenora Living and receive return instructions before sending any product back.

Nothing in this section limits a customer's rights or remedies under the Australian Consumer Law where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee.

FAULTY, DAMAGED OR INCORRECT ITEMS

Under the Australian Consumer Law (ACL), you are entitled to a remedy if your product:

  • Is faulty or defective.
  • Arrives damaged during transit.
  • Is significantly different from its description.
  • Is not of acceptable quality.
  • Is not fit for its intended purpose.

If your product has a major fault, you may choose between:

  • A full refund; or
  • A replacement, subject to stock availability.

For minor faults, Greenora Living may provide:

  • A repair;
  • A replacement; or
  • Another suitable remedy in accordance with Australian Consumer Law.

Products Damaged in Transit

If an item appears to have been damaged during delivery, please contact Greenora Living as soon as reasonably possible after receiving your order.

Where possible:

  • Retain the original packaging.
  • Provide clear photographs or video showing the product and reported damage.
  • Provide photographs showing the condition of the packaging.

This information assists us in assessing the issue and, where applicable, lodging a claim with the supplier or courier.

Damage to external packaging alone does not necessarily mean that the product itself is damaged. Each claim will be assessed based on the condition of the product and the circumstances of delivery.

Nothing in these requirements limits your rights under Australian Consumer Law.

MISSING PARTS OR COMPONENTS

If your product arrives with a missing component, fitting, hardware or other part, please contact Greenora Living with:

  • Your order number.
  • Photographs of the items received.
  • Where possible, identification of the missing part from the assembly manual.

Where appropriate, Greenora Living may arrange for the missing component or replacement part to be supplied rather than requiring the entire product to be returned.

Any remedy will be provided in accordance with your rights under Australian Consumer Law.

DROPSHIPPING ASSESSMENT PROCESS

Because many products are shipped directly from Australian and international suppliers:

  • We may request photographs or videos to verify the reported issue.
  • Additional information may be requested before approving a claim.
  • Replacement products may be shipped directly from the supplier.
  • In some cases, a replacement or refund may be approved without requiring the original product to be returned.

Where required under Australian Consumer Law, Greenora Living will cover reasonable return shipping costs for faulty, damaged, or incorrectly supplied products.

ITEMS NOT ELIGIBLE FOR CHANGE-OF-MIND RETURN

Unless the item is faulty or otherwise covered by Australian Consumer Law, change-of-mind returns cannot be accepted for:

  • Gift cards.
  • Custom-made or personalised products.
  • Products clearly identified as Final Sale or non-returnable clearance items at the time of purchase.
  • Hygiene-sensitive products once opened or used.
  • Mattresses once removed from their original sealed or vacuum-sealed packaging.
  • Pillows once opened or used.
  • Mattress toppers once opened or used.
  • Mattress protectors once opened or used.
  • Other sealed bedding or hygiene-sensitive products intended for direct body contact once opened or used.

If you are unsure whether you intend to keep a mattress, please do not remove it from its sealed or vacuum-sealed packaging. An opened mattress cannot be returned for change of mind.

A product being discounted or on sale does not, by itself, affect your rights under Australian Consumer Law if the product is faulty or otherwise fails to meet a consumer guarantee.

HOW TO START A RETURN

To request a return, please contact us within 14 days of receiving your order.

Email: info@greenoraliving.com.au

Please include:

  • Your order number.
  • A brief description of the reason for the return or issue.
  • Photos or videos, where applicable.
  • Your preferred resolution, such as refund or replacement.

Our customer support team aims to respond within 1–2 business days.

Important – Please Wait for Return Approval

Please do not return or ship any product until Greenora Living has provided return instructions and confirmed the appropriate return location.

As products may be dispatched from different supplier warehouses, including different components within the same combo or package, unauthorised returns or products sent to an incorrect warehouse may result in additional freight or handling costs and delays.

REFUND PROCESSING

Once your return has been inspected and approved:

  • Refunds will be issued to the original payment method used for the purchase.
  • Please allow 5–10 business days for the refund to be processed.
  • Your financial institution or payment provider may require additional time before the funds appear in your account.

Where products are supplied by overseas manufacturers or distributors, processing times may occasionally be longer. We appreciate your patience and understanding.

SHIPPING TIME DISCLAIMER

Greenora Living works with both Australian and international suppliers.

Estimated delivery times are provided as a guide only. Delays caused by:

  • Supplier processing;
  • Courier delays;
  • Customs clearance;
  • Public holidays;
  • Extreme weather; or
  • Events beyond our reasonable control

do not automatically constitute a product fault under Australian Consumer Law.

YOUR RIGHTS UNDER AUSTRALIAN CONSUMER LAW

Nothing in this Returns & Refunds Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.

Where a product fails to meet a consumer guarantee, you are entitled to the remedies provided by law.

Greenora Living's change-of-mind return conditions, including conditions relating to mattresses, hygiene-sensitive products, combo products, delivery costs and return freight, do not limit any rights or remedies available to you under Australian Consumer Law.