Refunds & Returns Policy

​

At Citylife Furniture, we want you to be completely satisfied with your purchase. To ensure a smooth process, please review our terms regarding warranties, returns, and exchanges.

​

1. Proof of Purchase

To process any claim, repair, or exchange, a valid proof of purchase is required. This includes:

• Your Tax Invoice or Online Order Confirmation.

• If misplaced, we may accept a bank statement only if the amount and date directly correspond to the specific transaction in our system.

 

2. Warranty Coverage

Your furniture is built to last, and many of our products come with specific manufacturer warranties:

• Structural Warranty: 1–5 years on frame structures (model dependent, Check Warranty section or Contact us).

• Mechanical Parts: 0–1 year.

• Standard Ranges: 1-year warranty on all brand-new bedroom, outdoor, and dining/living products.

• Exclusions: Warranty does not cover normal wear and tear, leather or fabric materials, stitching, comfort/firmness preferences, or sagging less than 6cm.

• Clearance & Floor Stock: All floor stock and clearance items are sold "as-is" and are not covered by warranty, nor are they eligible for return.

 

3. Damages & Defective Goods

We take great care in our quality control, but if an issue arises:

• Reporting: You must inspect your items upon delivery or pickup. Any manufacturing faults or transit damage must be reported within 24 hours.

• Assembly: Assembly is the customer’s responsibility. Damage caused by incorrect assembly is not covered by warranty. If you are unsure, we recommend hiring a professional technician.

• Product Care: Natural materials (wood/leather) may have slight variations in grain or shade. We recommend cleaning and conditioning your furniture immediately after unpacking to maintain its protective layer.

 

4. Satisfaction & "Change of Mind" Policy

We understand that sometimes a piece doesn't fit your space as expected.

• Cooling-Off Period: Contact us within 3 days (or 24 hours for mattresses and online exclusives) to request an exchange or store credit*.

• Eligibility: Products must be returned in their original packaging, undamaged, and unassembled.

• Costs: All transportation costs for "change of mind" exchanges are the responsibility of the customer.

• Cancellations: If you wish to cancel an existing order before delivery, a 30% restocking/cancellation fee applies.

 

5. Mattress Comfort Period

Please allow 20–30 days for a new mattress to adjust to your sleep posture. Minor body impressions are a normal result of the comfort layers settling and are not considered a defect. We recommend rotating your mattress every 3 months.

 

6. How to Lodge a Claim

If your product is faulty or damaged, please contact our sales team within 48 hours via email at newcitylifefurniture@gmail.com or visit us in-store.

Please provide:

1. Your Tax Invoice number.

2. A description of the issue.

3. At least 2 photos: One showing the whole product and one close-up of the defect.

4. For mechanical issues, a short video is required.

All claims are subject to assessment. If an item needs to be returned to our warehouse for inspection, the customer is responsible for the delivery costs unless otherwise approved by management.

 

7. Australian Consumer Law

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. If the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.

 

Need Assistance?

If you have any questions regarding your order or these terms, please Contact Our Team before finalizing your purchase.

​

​