Return, Exchange, or Refund Policy

1. Scope of Application

This policy applies to all orders placed through our website and delivered within Australia.
Its purpose is to ensure a clear, secure, and customer-focused shopping experience in accordance with applicable Australian consumer protection standards.

2. Return Conditions

Customers may request a return within 35 days from the date of receiving their order.

To be eligible for a return, the item must:

• Be in its original condition, unused, and free from damage

• Be returned in its original packaging with all included components

• Include the order number and the reason for return

Items that do not meet these conditions will not be eligible for a refund.

A prepaid return shipping label is included inside the parcel upon delivery. Customers are required to use this label when returning items.

3. No Direct Exchanges

• Due to the logistical nature of furniture items, direct exchanges are not offered.

If a customer wishes to receive a different item, a new order may be placed after the returned item has been received and refunded.

4. Order Cancellation and Refunds

• Customers may request order cancellation within 36 hours of purchase, provided the order has not yet been dispatched. In such cases, a full refund will be issued.

• If the order has already been dispatched or the 36-hour window has passed, cancellation is no longer available and the return process must be followed after delivery.

Once the returned item is received and inspected, refunds are processed within 1–4 business days.
Final refund timing may vary depending on the customer’s payment provider.

5. Return Procedure

To initiate a return, customers must:

• Send an email stating the order number and reason for return

• Follow the instructions provided by our store

• Use the prepaid return label included in the parcel

• Return the item to the address specified by our store

Our store supports customers throughout the entire return process.

6. Return Shipping Responsibility

If a return is due to a quality defect or damage incurred during transport, return shipping costs are covered by our store.

If the return is due to personal preference, the customer is responsible for the return shipping costs.

Customers are advised to use a tracked return service to ensure the safe return of items.

7. Inspection and Refund Timeframe

Upon receipt of the returned item, a quality inspection will be conducted.
If the item meets the return conditions, the refund will be processed within 1–4 business days using the original payment method.

8. Limitations and Exceptions

Returns are not accepted for:

• Customised or made-to-order items

• Items that have been used, damaged, or not returned in original packaging

• Items returned after the 35-day return period

Items that do not comply with these conditions may be returned to the customer at their expense.

9. Contact Information and Customer Support

For questions related to returns or refunds, customers may contact our store using the following details:

Email: supplychain@cottagoloft.com
Phone: +65 (840) 05288
Address: APT BLK 688D WOODLANDS DRIVE 75 #14-48, SINGAPORE 734688, SINGAPORE
Business Hours: Monday to Friday, 9:00 am to 4:00 pm (excluding public holidays)
Delivery Area: Australia

Our store is committed to providing a transparent, reliable, and professional service throughout the customer experience on our website.