JAC Home Living

Delivery, collection & returns

Shop for your home online, or contact our team for help with delivery. Public product prices are in Australian dollars and include GST. Delivery is quoted separately.

Warehouse collection

Online retail checkout is available for warehouse collection by arrangement from 8–10 Frank Street, Wetherill Park NSW 2164. Please call 02 9757 4329 to confirm that your items are ready and arrange a collection time before travelling. Our hours are Monday to Friday, 8:00am–4:00pm.

Delivery quotes

Add your items to the cart and enter your delivery address and postcode at checkout. Select Delivery — quote required before payment, then Request delivery quote – pay later. Submit your request without paying. Please include access details, such as stairs or a lift, in the order notes.

The initial total covers products only and excludes delivery. It is not a free-delivery offer. Our team will confirm whether delivery is available to your address and provide a freight quote. After you accept the quote, we will add the agreed freight to your order and send a payment link for the full amount.

Delivery is subject to confirmation. You can also contact our team before submitting a request. Goods are dispatched once payment for the items and delivery has been received in full. Contact us for current delivery timeframes, including special-order items.

Receiving your order

Please check the cartons and items as soon as reasonably possible. If you notice delivery damage, a wrong item or missing parts, contact us with your order number and details. Photos of the item, carton and delivery label are helpful. Keep packaging where practical while we arrange the next steps. If an item seems unsafe, stop using it.

We will help resolve problems with a carrier we have arranged. Signing a delivery receipt, not noticing damage immediately or no longer having the original packaging does not by itself remove your consumer rights.

Retail returns & after-sales care

This policy explains support for retail purchases made directly from JAC Home Living. Your rights under the Australian Consumer Law apply and cannot be excluded by our policies. Products must meet the applicable guarantees, including acceptable quality, fitness for purpose and matching their description.

1. Contact us about a problem

Email info@jachomeliving.com.au or call 02 9757 4329. Please provide your order number or other proof of purchase, product name or code, a description of the issue and when you noticed it. Include photos or a short video if available. Tell us which resolution you would prefer.

Please contact us before arranging a return so we can discuss assessment and safe transport. We may need to inspect the item. Original packaging is not required for a faulty-product claim. Prompt reporting helps us investigate; we do not impose a fixed 24-hour, 48-hour or 7-day deadline that overrides your legal rights.

2. Faulty, damaged or incorrectly supplied items

Major problems: you can choose a refund or replacement under the Australian Consumer Law. Examples include an unsafe product, a substantial difference from its description, or a problem that would have stopped a reasonable customer buying it if they had known about it. You may instead keep the item and seek compensation for its reduced value.

Minor problems: we will provide a free repair or another appropriate remedy within a reasonable time. If we cannot or do not fix the problem within that time, further rights may include a replacement, refund, reimbursement of reasonable repair costs or compensation for reduced value. The appropriate solution depends on the circumstances and your legal rights.

If we supply the wrong item or an order is incomplete, contact us so we can correct it without additional delivery charges for our error. We will discuss any necessary return or collection with you.

3. Return transport and costs

For faulty furniture that is large, heavy or difficult to return, we will arrange collection or cover the required return transport within a reasonable time. If you pay reasonable return costs for an item confirmed to be faulty, we will reimburse those costs; please keep the receipts.

We do not charge a restocking or processing fee for a remedy you are entitled to under consumer law. Delivery charges and other losses are dealt with according to your legal entitlements; they are not automatically excluded from a refund or claim.

4. Refunds

Where a refund is due, it is based on the amount paid, not the current selling price. We refund to the original payment method unless you agree otherwise. We will not require you to accept store credit instead of a refund you are legally entitled to.

We will confirm the refund amount and next steps after assessment and process an agreed refund promptly. Your bank or payment provider may need additional time to show the funds. For a refund required because of a major fault, we do not deduct an amount for your previous use of the product.

5. Change of mind, exchanges and cancellations

Change-of-mind returns are considered individually and require our written approval before return. Acceptance is not automatic. This includes choosing a different colour, style or size when the item supplied matches its description.

15% restocking fee: an approved change-of-mind return is subject to a fee of 15% of the amount actually paid for the returned products, after discounts and excluding delivery charges. The fee is deducted from the product refund.

Return freight: the customer pays the return transport costs. If we arrange transport, we will confirm the cost and obtain your agreement before booking; the agreed charge may be deducted from your refund. Transport paid directly to your carrier will not be charged again by us.

Condition and packing: products must be unused, complete and in a condition suitable for resale, with all parts and accessories. Please use the original packaging where possible, or equivalent protective packaging suitable for furniture transport.

Customer-arranged transport: if you independently choose and engage the return carrier, you are responsible for safe packing and the risk of loss or damage during that return journey, except to the extent caused by JAC Home Living. We recommend insured, trackable furniture transport and photos of the item and packaging before collection.

We inspect returns on arrival. If a customer-arranged return is damaged, we will provide photos and explain any proposed refund deduction based on the actual loss attributable to that damage, such as reasonable repair costs or reduced value. We do not automatically withhold the entire refund for minor damage or recover the same loss twice.

Transport arranged by JAC: if we engage the return carrier, we will address transit issues with that carrier. These terms do not exclude responsibility for loss or damage caused by JAC Home Living or a carrier we engage.

Your consumer rights: the 15% fee, customer-paid return freight and change-of-mind condition requirements do not apply to remedies you are entitled to for faulty, incorrectly supplied or misdescribed goods, or another failure covered by the Australian Consumer Law. Existing orders retain the return terms that applied when they were placed.

For an order change or cancellation, contact us as early as possible, especially before dispatch or collection. For an unpaid delivery-quote request, let us know if you do not wish to proceed. Any voluntary cancellation arrangements will be discussed with you. This process does not restrict cancellation or other remedies available because of a fault, non-supply or another failure under consumer law.

6. Clearance and discounted products

Clearance and sale items retain their consumer guarantees. A specific defect clearly disclosed before purchase is considered when assessing a claim about that defect. A discount does not remove your rights for an unrelated or undisclosed fault. We do not apply a blanket “no refunds on clearance” rule.

7. Timber, finishes and product care

Solid timber can vary in grain, knots and colour from piece to piece. Any variation will be assessed against the product description, samples where relevant and reasonable expectations for the item. We will not use “natural variation” to dismiss structural defects, unsafe furniture or a failure to match the description.

Follow the supplied assembly and care instructions, and contact us if you need guidance or are missing hardware. Damage caused by misuse or inappropriate care is assessed separately from a manufacturing fault; it does not remove rights relating to an unrelated fault.

8. 1-year product warranty

JAC Home Living provides a 1-year product warranty for products purchased directly from us. The warranty covers defects in materials and workmanship under normal intended use for 12 months from the date of delivery or collection. Clearance products are included; a specific defect clearly disclosed before purchase is not covered by this warranty, but coverage for an unrelated defect remains.

To make a warranty claim, contact us within the 12-month warranty period with your order number or other proof of purchase and a description of the fault. Photos or video are helpful if available. Please contact us before arranging a return so we can organise assessment and safe transport.

For a valid warranty claim, we will repair or replace the product at no cost to you. We will arrange any necessary collection or return transport and cover reasonable expenses associated with the claim. If you incur reasonable claim-related expenses, email your receipts and order details to us to request reimbursement. Any right to a refund or another remedy under consumer law remains available.

This warranty does not cover ordinary wear and tear or damage caused by accidents, misuse or failure to follow appropriate assembly and care instructions. Natural timber variations that are consistent with the product description are not manufacturing defects. These exclusions do not affect your rights under the Australian Consumer Law.

Warranty provider: JAC HOME LIVING PTY LTD, 8–10 Frank Street, Wetherill Park NSW 2164, Australia. Email info@jachomeliving.com.au or call 02 9757 4329, Monday to Friday, 8:00am–4:00pm (Sydney time).

The benefits of this warranty are additional to your other rights and remedies under Australian law. Your consumer guarantee rights may continue after the 1-year warranty ends.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

9. Consumer guarantees and further assistance

Consumer guarantees are not limited to a fixed warranty period. How long an item should reasonably last depends on factors such as its type, price and expected use. Any additional written warranty operates alongside these rights.

If you are unhappy with our proposed resolution, reply with your order number and concerns so our team can review it. You can also seek help from NSW Fair Trading or your local consumer protection agency.

If you purchased through another retailer or marketplace seller, start with the business named as seller on your invoice. Any rights you have against a manufacturer or importer are unaffected.

Trade & wholesale customers

Approved wholesale customers can sign in to view wholesale prices excluding GST and place trade orders. Delivery and collection arrangements can be discussed with our team. New trade customers can apply for a wholesale account.