Returns & Refunds Policy
Last updated: January 2026
1. Australian Consumer Law Guarantees
Under the Australian Consumer Law (ACL), our goods come with consumer guarantees that cannot be excluded. If a product has a major failure, you are entitled to a refund or replacement. If a product has a minor failure, we will repair the product within a reasonable time.
2. 30-Day Return Policy
In addition to consumer law guarantees, we offer a 30-day return policy:
- Items must be returned within 30 days of purchase
- Items must be unused and in original packaging
- Items must be accompanied by the original receipt or order confirmation
- Custom or personalised items are excluded from this policy
3. Return Process
- Contact our customer service team (Email: qingshun@coastal5.shop or Phone: +61 468 204 856)
- Provide your order number and reason for return
- Await return authorisation and instructions
- Securely package the item and send it to the designated address
- Once received and inspected, we will process your refund
4. Refund Methods
Refunds will be processed via the original payment method:
- Credit/Debit card refunds: 5-10 business days
- Bank transfer refunds: 3-5 business days
- PayPal refunds: 1-3 business days
5. Return Shipping Costs
- If the product is defective or we sent the wrong item, return shipping is covered by us
- For change-of-mind returns, return shipping costs are borne by the customer
- Large furniture returns may require additional logistics arrangements
6. Exchanges
For exchanges, please follow the return process to return the original item, then place a new order for the desired product.
7. Damaged or Defective Items
If you receive a damaged or defective item:
- Contact us within 48 hours of delivery
- Provide photographs of the damaged item
- We will arrange a replacement or full refund
8. Contact Us
For returns and refunds enquiries, please contact us:
- Email: qingshun@coastal5.shop
- Phone: +61 468 204 856
- Address: Unit 1412, 57-59 Queen St, Auburn NSW 2144