Refund policy

Change of Mind and Cancellations - Before Dispatch

If you change your mind and your order has not yet left our warehouse, you are eligible for a full refund, including freight.
Requests must be submitted in writing to: hello@engold.com.au
Please include your order number and reason for cancellation.

Returns & Exchanges - After Dispatch

While Australian Consumer Law does not require us to offer refunds for change of mind, En Gold offers the following goodwill policy:

• You may request a return within 7 days of delivery. All furniture returns must be authorised by En Gold in writing before the item is collected or dispatched.
• A 20% restocking fee applies. Choosing a credit note waives the 20% restocking fee (return freight still applies).
• Return freight is at the customer’s expense.
• Items must be unused, undamaged and in resaleable condition.
• Original packaging is preferred. If it is no longer available, En Gold can arrange professional repackaging and collection at the customer’s expense. Estimated costs are provided for your approval before the return is arranged.
• Please do not arrange the return of large or fragile furniture yourself. Returns sent without authorisation, or that arrive damaged because of inadequate protection, cannot be accepted.
• En Gold is not liable for lost, stolen or damaged returns arranged by the customer.

Packaging and Furniture Returns

To help ensure the safe return of your furniture, we recommend retaining the original packaging until you are satisfied with your purchase. Where White Glove delivery is provided, our delivery partners will ordinarily remove and dispose of packaging. You may ask the delivery team to leave it with you at the time of delivery.

These conditions apply to change-of-mind returns only. They do not limit your rights under the Australian Consumer Law in relation to faulty, damaged, incorrect or misdescribed goods.

Homewares Exchange

• A return label can be provided; the cost will be deducted from the credit.
• Must be unused and in original packaging.

Made-to-Order & Lead Time Items

• Made-to-Order items cannot be cancelled, returned, or refunded due to change of mind.
• Estimated lead time: 16–20 weeks.
• Early delivery must be accepted unless otherwise arranged.
• Complimentary storage is for 2 weeks, and then a charge of $150 per week applies.

Consumer Guarantees Under Australian Consumer Law

You are entitled to a repair, replacement, or refund if an item:

• Is faulty or defective
• Is not as described
• Does not meet its intended purpose
  
• Has a major manufacturing fault

Transit Damage, Missing Parts and Incorrect Items

Your furniture is unpacked, inspected and signed for at delivery. Transit or delivery damage, missing parts and incorrect items must be reported to hello@engold.com.au within 24 hours of delivery with your order number and photographs. Because the condition of your item is confirmed at delivery, we cannot accept transit damage claims after this period.

Manufacturing faults that appear later are covered by our warranty and the consumer guarantees above.

Sale & Discounted Items

• Final sale. No returns or exchanges for change of mind.
• Discount codes are not valid during sale events.
• Discounts cannot be retroactively applied.
• Trade discounts cannot be combined with other offers.

Split Payments

•  Available for items with a 2+ month arrival timeline.
• 50% deposit required to secure the order.
• Balance due 4–6 weeks prior to delivery.
• Missed payments result in cancellation and credit note for deposit.
• In-stock items require full payment.