Refund policy

RETURNS AND REFUNDS POLICY

Last updated: 21 September 2026

This policy applies to purchases made from Arden Living. Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

CHANGE-OF-MIND RETURNS

Arden Living accepts eligible change-of-mind returns when:

• You contact us within 14 days after the product is delivered.
• The product is unused, unwashed, unassembled and in its original condition.
• The product is returned with its original packaging, labels, accessories and included components.
• You provide your order number or other reasonable proof of purchase.
• The return is approved by Arden Living before it is sent.

To request a return, email michael@ardenlivin.com.au with your order number, the product you wish to return and the reason for the return.

If the return is approved, we will provide return instructions and an Australian return address. Products must not be returned to the sender, supplier or any address shown on the parcel unless we expressly instruct you to do so.

Change-of-mind returns sent without approval may not be accepted.

CHANGE-OF-MIND RETURN COSTS

You are responsible for the cost and risk of returning a product because of a change of mind. We recommend using a tracked delivery service, as we cannot process the return until it is received.

Original delivery charges are not refundable for change-of-mind returns. Arden Living does not charge a restocking fee.

If a change-of-mind return causes the value of an order to fall below a free-shipping threshold, we will not retrospectively charge the original delivery fee. However, the customer remains responsible for return postage.

CHANGE-OF-MIND EXCLUSIONS

The following products are not eligible for a change-of-mind return:

• Bedding, pillowcases or other hygiene-sensitive products that have been opened, used, washed or removed from sealed hygiene packaging.
• Pet products that have been used or exposed to an animal.
• Products that have been assembled, installed, altered, damaged or marked after delivery.
• Personalised, customised or made-to-order products.
• Gift cards.
• Products missing their original packaging, labels, accessories or components.

These exclusions apply only to change-of-mind returns. They do not limit your rights where a product is faulty, damaged, unsafe, incorrectly supplied, misdescribed or otherwise fails to meet a consumer guarantee.

EXCHANGES

We do not ordinarily process direct change-of-mind exchanges. If your return is approved, you may return the eligible product for a refund and place a new order for your preferred product, size, colour or design.

This does not limit any right you may have to a replacement under the Australian Consumer Law.

FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED PRODUCTS

If your product arrives damaged, is faulty or unsafe, is materially different from its description, or you receive the wrong product, please contact michael@ardenlivin.com.au with your order number and details of the problem.

To help us assess the issue promptly, we may reasonably request photographs or video showing:

• The product and the problem.
• The external and internal packaging.
• The shipping label.
• Any damage that occurred during delivery.

Please contact us as soon as reasonably possible after discovering the issue. Your rights under the Australian Consumer Law are not limited to 14 days or another fixed period where those rights continue to apply.

Depending on the circumstances and your rights under the Australian Consumer Law, the available remedy may include a repair, replacement, refund or another appropriate solution.

If a product has a major problem, you may be entitled to choose between a refund and a replacement. For a minor problem, Arden Living may first provide an appropriate remedy within a reasonable time.

REFUNDS OR REPLACEMENTS WITHOUT A RETURN

In some circumstances, Arden Living may provide a refund or replacement without requiring the product to be returned. This may be appropriate where returning the product would be impractical, disproportionately expensive or unnecessary.

Please do not return a product to Arden Living or a supplier unless we have provided written return instructions. We may ask you to retain, safely dispose of or donate a product after your claim has been resolved.

Whether a return is required will be determined according to the circumstances and does not affect your rights under the Australian Consumer Law.

WHEN A FAULTY PRODUCT MUST BE RETURNED

If a product needs to be returned, we will provide the appropriate return address and instructions.

Where the product fails to meet a consumer guarantee, Arden Living will meet its obligations regarding reasonable return costs under the Australian Consumer Law. If you reasonably pay return postage and the product is confirmed to have a problem, we will reimburse the reasonable return cost.

Products should be packaged reasonably securely where possible.

ITEMS DAMAGED THROUGH MISUSE

A remedy may not be available where:

• The product was damaged through misuse, abnormal use, neglect or improper care.
• The product was assembled or installed contrary to the supplied instructions.
• The customer caused the problem after delivery.
• The customer was informed of the particular defect before purchasing the product.

Each claim will be assessed individually and in accordance with applicable law.

ORDER CHANGES AND CANCELLATIONS

Please contact us as soon as possible if you need to change or cancel an order. We will try to assist, but changes or cancellation may not be possible once processing, supplier fulfilment or dispatch has begun.

If an order has already been dispatched, it may need to be delivered and handled as a change-of-mind return, subject to the eligibility requirements in this policy.

This section does not limit any rights available under the Australian Consumer Law.

REFUND PROCESSING

Approved refunds will be issued to the original payment method unless otherwise agreed.

For change-of-mind returns, the product will be inspected after it arrives. If it meets the requirements of this policy, Arden Living will normally process the refund within five business days.

Your bank, card issuer or payment provider may require additional time to display the refund in your account after we process it.

For faulty, damaged, incorrect or misdescribed products, shipping charges and return costs will be handled according to the circumstances and the Australian Consumer Law.

CONTACT US

Arden Living
ABN 81 873 413 200
Perth, Western Australia
Email: michael@ardenlivin.com.au