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Refund policy

The Highgate House Team wishes for you to have the most pleasurable and seamless shopping experience with us. If you have any issues with your recent purchase, please contact our Albion Store at 07 3065 9000 or shop@highgatehouse.com.au and one of our helpful team members will assist you in determining the best solution. Any return or exchange will be subject to our Return Policy. The below is applicable for items purchased in store and online with the exception being our Design Services. 

RETURNS

  • Highgate House is bound by Australian consumer law and will process all returns and refunds in line with these laws.
  • All returns must be received in original condition/packaging and made within 7 days from original purchase.
  • Return/Cancellation credits will be issued in the form of store credit, less any applicable delivery and pick-up fees.
  • All sale items and floor stock are final sale and are not eligible for return, exchange, or refund.
  • In-Stock Furniture, Wall Art, Mirrors & Lighting (other than accessories & original wall art, see below) can be cancelled or returned for store credit only within 7 days from the date of delivery, less a restocking fee of 20%, loss of delivery fee, and/or pick up fee, if applicable.
  • Accessory purchases can be returned or exchanged for store credit only within 7 days from the date of the sale.
  • Bedding such as quilts, bed sheets, and shams are final sale and non-returnable for hygiene and safety reasons. We are only able to offer returns or exchanges if the item is deemed faulty.
  • Items sold “As Is,” “Floor Sample” &/or “Final Sale” are not eligible for return, cancellation or exchange.
  • Custom, made-to-order furniture is not eligible for return, cancellation or exchange. 
  • Items sold which are “Custom”, “Made-To-Order,” “Special Order” or “Direct Shipped” to customers from Vendors, Suppliers &/or Workrooms are not eligible for return, modification, cancellation or exchange. 
  • All One-of-a-Kind items & Unique Finds are non-refundable and sold “as-is” once purchased. These items are unique and may have characteristics of natural products. 

DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If your item is damaged in-transit, defective or incorrect, please contact our Albion Store on 07 3065 9000 or email the store at shop@highgatehouse.com.au.  Issues are to be communicated within 24 hours of receipt of the delivery or shipment. Please include photos of damaged item(s) and packaging as appropriate. Returns will not be accepted without prior notification as noted above. To be eligible for a return, your item must be in the original packaging if applicable with proof of purchase. 

RETURNING BULKY ITEMS

If you wish to return any stocked bulky items including furniture pieces, art and mirrors, you will be charged a restocking fee of 20% and issued a merchandise credit. This is to cover Highgate House's expenses incurred in processing the return. We reserve the right to inspect any bulky item prior to return to make sure it is unused and in sale-able condition. The customer must also pay for the freight to have the item delivered back to our warehouse, and the original freight charge will not be applied to your merchandise credit. We do not accept any returns on custom orders unless goods are faulty or damaged. 

REFUNDS (If applicable)

Once your return is inspected, we will notify you that we have received your returned item. If we elect to refund instead of exchanging your purchase a refund will be processed, and a credit will be applied to your credit card or original method of payment within 5 business days.