Refund policy

At FrancoCrea we want our customers to be completely satisfied with their purchase.

We therefore recommend you read our Refund Policy prior to making a purchase from FrancoCrea, so you are familiar with our policy on refunds and your rights under the Australian Consumer Law.

Please see below the Refund Policy applicable to your item of purchase.

Furniture - Refund Policy

Our change of mind policy

At FrancoCrea, our furniture is made to order just for you. Because of the handmade nature of our pieces, we are not able to offer cancellations, returns, or exchanges for a change of mind. Please choose carefully.

Ex-Display Items

Please choose carefully as we do not offer refunds, returns or exchanges for change of mind. All ex-display furniture purchases are final. Item inspection is the responsibility of the purchaser and all products are sold as is.

Furniture damaged in transit

All furniture products must be inspected and signed for at the time of delivery. It is the receiver's responsibility to check all items at the time of delivery and note in writing on the delivery slip any damages at the time of delivery.

We cannot take responsibility for any damage raised after the time of delivery.

Any furniture damages not noted on the delivery note by the receiver are the receiver's responsibility to arrange repair at the receiver's cost.

If damage has occurred in the delivery process, it is the responsibility of the receiver to retain all custom packaging. Failure to retain packaging will be at the receiver's cost to replace it.

Faulty items

We sincerely apologise for any inconvenience caused by a faulty furniture item. Should any faults be identified at the time of delivery we will work with you to resolve them as soon as possible.

Please note any faults must be identified to us at the time of delivery before our delivery team leaves.

Furniture - Shipping

We service clients throughout Australia.

You can reach us directly prior to placing your order via hello@francocrea.com.au to confirm available delivery zones.

Lead Times

The approximate lead time is an estimate based on current production times. Please use this as a guide for planning. Occasionally, production may take more or less time. FrancoCrea is unable to accept liability for variations in lead times.

Delivery dates will be arranged with you once your item is ready. Our team will be in touch to book a delivery window via the contact details provided to us at the time of placing your order. If you are unable to accept delivery within 7 days of receiving notification of order completion, storage charges will apply and the balance invoice must then be paid in full.

Delivery

Our standard delivery is inclusive of a single delivery at ground floor level, with easy access and no stairs/lifts, and does not include assembly or rubbish removal.

Should you require assembly, rubbish removal or delivery beyond easy access ground floor scope, it is your responsibility to ensure you notify us before placing an order. We can then confirm accurate freight costs for the additional scope prior to ordering.

Please note that our current delivery services do not offer balcony or hoist delivery services.

Delivery Access

Please carefully measure your space and doorways to ensure the item will fit. Any Made to Order items that do not fit on delivery day are non-refundable and return delivery fees are applicable.

It is the receiver's responsibility to check access is suitable for all items prior to placing an order with us. We cannot take responsibility for any items that do not fit on delivery day.

Furniture Storage Charges

Storage of goods can be arranged if required. Goods can only be held in storage for a maximum of 7 days otherwise storage fees will be applicable unless otherwise arranged. Storage fees will be calculated at 7% of the total invoice, per calendar month or part thereof.

Homewares/Accessories - Refund Policy

Our change of mind policy

At FrancoCrea, we are happy to offer you a refund or exchange for a change of mind on our homewares and accessories (this does not include furniture or lighting items). The following change of mind time frames apply:

In-store: 14 days from date of purchase.

Online: 14 days from date of delivery.

All change of mind returns within the above timeframes can be returned for an exchange or full refund subject to the following conditions:

Proof of purchase is accompanied with the returned item;

The item condition is unused and in its original condition, original packaging and original box with all tags intact.

For online returns, we will process the refund within 14 days of receiving the goods. However, you may not receive the refund for some time due to delays by the financial institutions. We have no control over such delays by those financial institutions.

FrancoCrea is not responsible for return shipping costs. We aim to make change of mind refunds and exchanges as seamless as possible, however please note, we hold the right to deny a refund or exchange if the item returned does not meet our return policy requirements.

Ex-Display Items

Please choose carefully as we do not offer refunds, returns or exchanges for change of mind on ex-display items. All ex-display purchases are final. Item inspection is the responsibility of the purchaser and all products are sold as is.

Faulty items

We sincerely apologise for any inconvenience caused by a faulty accessory item. Should any faults be identified at the time of delivery we will work with you to resolve them as soon as possible.

We would love to make the delivery process as smooth as possible. For any additional questions, or if you are unclear about any items in our policy, please don't hesitate to contact us at hello@francocrea.com.au