Return Policy

A. Your Rights Under Australian Consumer Law (ACL)

• Mandatory Guarantee: 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.

B. Returns for Damaged or Faulty Goods (Mandatory Policy)

• Policy: Due to the one-of-a-kind nature of our inventory, if an item is faulty or is damaged during transit, we are generally unable to offer a direct replacement. We will instead offer a repair (if feasible) or a full refund.

• Claim Window: Claims for transit damage or faults must be submitted within 7 days of delivery, accompanied by clear photographic evidence of the item and the packaging damage. This 7-day window is strictly applied due to the limitations placed on us by third-party insurers.

• Found Items Assessment: Claims based on expected wear, patina, or imperfections (as detailed in the original product description) will not be accepted as faults under this policy.

• Finished Items Assessment: If a Finished item arrives damaged, we will first assess if a professional repair can be made by our artisan (at our cost). If the damage is irreparable, a full refund will be processed.

C. Returns for Change of Mind (Final Sale Policy)

• Policy: Velvet Clove: Found & Finished does not offer returns, refunds, or store credit for change of mind. All sales of our unique, curated, and handcrafted inventory are considered final.

• Conditions: The customer is expected to examine all high-resolution product photography and written descriptions regarding patina, wear, and dimensions prior to completing the purchase. By transacting, the customer confirms acceptance of the item's unique and restored condition.

• Costs: As there are no returns for change of mind, there are no return shipping costs to be borne by the customer or the business.

• Exclusions: This policy applies to all products, including Found Furniture (VC-FN), Finished Art (VC-B, VC-CR), Curiosities (VC-C), and all Custom Commissions.

D. Freight and Shipping Policy

• For large Found Furniture items (VC-FN), freight costs, including specialised carrier and transit insurance, are determined post-purchase. These costs will be calculated and invoiced separately by Velvet Clove. The item will be released for transit only after the separate freight invoice is paid in full. For general delivery details regarding smaller items, please refer to the Policies, Care, & Logistics page.