Returns
Returns & Refunds Policy
Granite Lane Homewares Pty Ltd (ABN 92 602 119 764)
Updated 29th May 2026
At Granite Lane, we want you to love your purchase. This Returns & Refunds Policy outlines your rights and obligations when purchasing products from us online or in-store.
This policy operates in addition to your rights under the Australian Consumer Law (“ACL”).
Nothing in this policy excludes, restricts or modifies any rights you may have under the ACL.
We may accept change-of-mind returns for eligible full-priced, in-stock items, subject to the conditions below.
To request a change-of-mind return, you must notify us within 48 hours of delivery or collection.
Approved returns must:
● be unused and in original condition;
● include original packaging, tags and accessories;
● not be assembled, installed, washed or damaged after delivery; and
● be returned within 7 days of approval unless otherwise agreed.
Returns requested outside these timeframes may be declined.
We do not accept change-of-mind returns for:
● custom-made or made-to-order products;
● pre-order or supplier-direct items;
● GlobeWest special order items;
● Sale, clearance, outlet or ex-display items;
● Bedding, or hygiene-sensitive products;
● gift cards; or
● products specifically marked as non-returnable.
These exclusions do not apply where goods fail to comply with consumer guarantees under the Australian Consumer Law.
GlobeWest & Special Order Items
All GlobeWest products are ordered specifically for each customer and are not held as regular stock.
Cancellation or change-of-mind requests for GlobeWest, supplier-direct or custom-order products may:
● be refused;
● incur supplier restocking fees;
● incur return freight charges; and/or
● incur handling or administration fees.
Approved refunds for these items may take up to 2–3 weeks to process following supplier confirmation.
Unless a product is faulty, damaged or incorrectly supplied:
● customers are responsible for all return freight costs;
● original delivery charges are non-refundable; and
● Granite Lane is not responsible for items lost or damaged during return transit.
We recommend using insured and trackable freight services.
Additional collection, storage, re-delivery or handling charges may apply where deliveries cannot be completed due to customer-related access or scheduling issues.
Damaged, Faulty Or Incorrect Items
Please inspect your order immediately upon delivery.
If your item arrives damaged, faulty or incorrect, you must notify us within:
● 48 hours for freight damage or transit issues; and
● a reasonable time after discovering any manufacturing fault or defect.
To assess your claim, we may require:
● photographs of the product and packaging;
● proof of purchase;
● delivery documentation; and/or
● additional information reasonably requested.
Where required, products may need to be returned for inspection before a remedy is provided.
Under the Australian Consumer Law, customers are entitled to remedies for products that:
● are faulty;
● are not of acceptable quality;
● are not fit for purpose; or
● do not match their description.
Where a product has a major failure, you may be entitled to:
● a replacement;
● a refund; or
● compensation for reasonably foreseeable loss or damage.
Where a product failure is minor, we may choose to repair or replace the item within a reasonable time.
Granite Lane reserves the right to assess whether an issue constitutes a major or minor failure under the ACL.
Approved refunds will be processed using the original payment method where possible.
Refund processing times may vary depending on:
● banks and payment providers;
● supplier approvals; and
● return freight timing.
Original shipping costs are generally non-refundable unless required under Australian Consumer Law.
Orders may only be cancelled prior to dispatch or supplier confirmation.
Once an order has:
● shipped;
● entered production; or
● been confirmed with a supplier,
cancellation requests may not be accepted and cancellation fees may apply.
Many Granite Lane products feature natural materials, handmade finishes or batch variations.
Variations in:
● colour;
● grain;
● texture;
● veining;
● fabric dye lots; or
● finish appearance
are considered normal characteristics and are not faults.
Samples and website imagery are indicative only and may not exactly match final products.
For all returns, refund or warranty enquiries, please contact:
Granite Lane Homewares Pty Ltd
hello@granitelane.com.au
ABN 92 602 119 764
