We accept change of mind returns on eligible items subject to the following conditions:

• Return requested within 7 days of delivery (or purchase for in-store sales).
• Item is unused, unassembled (where applicable), and in original packaging and condition.
• Items must be returned in a saleable condition with proof of purchase.
• Approved change of mind returns will be issued a store credit only.

Original delivery charges are non-refundable. Return freight, collection charges, and applicable fees may apply depending on the item category.

The following items cannot be returned for change of mind:

• Custom or made-to-order furniture
• Special order items
• Direct ship items
• Floor stock or floor samples
• Clearance or Final Sale items
• Bedding, quilts, pillows, sheets (unless faulty)
• One-of-a-kind and unique finds
• Items sold ‘As Is’

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible, preferably within 24 hours of delivery.

Please include:

• Your order number
• Photographs of the item
• Photographs of the packaging
• A description of the issue

Where a product is confirmed to be faulty, damaged, or does not comply with Australian Consumer Law, we will work with you to provide an appropriate remedy, which may include repair, replacement, refund or store credit, depending on the circumstances and your rights under the law.

Please do not return items without first contacting us.

Eligible stocked furniture, mirrors, lighting and wall art may be returned within 7 days for store credit.

Returns are subject to:

• A 20% restocking fee.
• Return freight costs.
• Any applicable collection charges.

Items must be unused and returned in a saleable condition. Returns will be assessed and must meet our return requirements before store credit is issued.

Accessories may be returned within 7 days for store credit, provided they are:  

• Unused.
• In original condition.  
• Returned with original packaging where applicable.
• Accompanied by proof of purchase.
• Non-Returnable Items

Where a refund is approved, it will be processed to the original payment method within approximately 5 business days after the returned item has been received and assessed.

Refund processing times may vary depending on your financial institution.

Where a return is approved as a change of-mind return, store credit will be issued instead of a refund.

To request a return, please contact our team by emailing customercare@highgatehouse.com.au within 7 days of delivery (or purchase for in-store sales).

Please provide:

• Proof of purchase.
• Details of the item you wish to return.
• The reason for the return.
• Photo of the item (where requested) to confirm its condition.

All return requests must be approved prior to returning any item. Items returned without prior approval may not be accepted.

Once approved, we will provide instructions for the return process. Customers are responsible for any applicable return freight, collection charges, and fees outlined in this policy.