Refund policy

✅ 30-Day Guarantee for Faulty or Incorrect Items

We stand behind our products. If your order arrives damaged, defective, or not what you ordered, please contact us within 30 days of delivery and we’ll organise a replacement or full refund—no fuss.

Please note this does not include damage caused by pets and customer use.

📩 Email us at support@sofasaveraus.com with your order number and clear photos of the issue, and we’ll take care of it.

❌ Please note: Change-of-mind returns are not accepted.

🔄 Order Modifications & Cancellations

Once an order is placed, it moves quickly into processing—so we can’t guarantee changes or cancellations.

If you’ve made an error (wrong size, colour, address etc), please email us within 24 hours. If your order hasn’t been packed or dispatched, we’ll do our best to update or cancel it. If it has already shipped, we’re unable to make changes or stop it.

📦 Lost or Delayed Parcels

We use tracked shipping for all orders. Once dispatched, you’ll receive a tracking link via email to follow your parcel’s journey.

If your parcel hasn’t arrived within the estimated timeframe, contact us and we’ll help investigate.

  • If your parcel is confirmed lost by the courier, we’ll send a replacement at no cost to you.
  • If your parcel is marked as “Delivered” but you can’t locate it, please:
    • Check around your property (mailbox, doors, fences, bins)
    • Ask housemates, neighbours, or your building manager
    • Lodge an enquiry with the courier to report a possible misdelivery or theft

Unfortunately, if a parcel is marked as delivered and the courier deems it successfully completed, SofaSaver is not liable unless the courier confirms a delivery error.

💡 Tip: Always double-check your shipping address at checkout, and ensure it’s secure and accessible.

🚫 Exclusions

To keep things fair, we cannot offer refunds or replacements if:

  • The product has been used, washed, or damaged after delivery
  • The issue is due to incorrect sizing or colour selected by the customer
  • There are delivery delays outside our control (e.g. courier delays, weather)
  • The request is made after 30 days from delivery

📬 Tracking Your Order

Once your order is shipped, you'll receive a tracking link via email. Be sure to check your spam/junk/promotions folders if you don’t see it—if your email was entered correctly, it’ll be there.

🚚 Free Shipping

We offer free shipping across Australia and New Zealand—with no minimum spend required.

👋 Customer Support

We're here to help! Please allow 1–2 business days for a reply (excluding public holidays). We do our best to assist you as quickly as possible.

⚖️ Your Consumer Rights

This policy operates in line with your rights under Australian Consumer Law. You are entitled to a replacement or refund for major faults or issues.

For full details, visit the ACCC website.

💛 Thank You for Choosing SofaSaver Australia

We’re proud to be Aussie-owned and grateful for your support. Thanks for trusting us to help protect your space in style!