Refund policy

At PALO ALTO, we encourage you to choose your furniture carefully. Please review product dimensions, materials, finishes and delivery access before placing your order. Our team is available to help with product questions.

Change-of-mind returns

We do not accept returns, refunds or exchanges for change of mind. This includes deciding that an item no longer suits your space or preferences, choosing the wrong size or colour, or finding a similar item elsewhere at a lower price, where we supplied the product as described and your consumer guarantees have been met.

This policy does not limit any right to a repair, replacement, refund or other remedy available under applicable consumer law.

Your rights under 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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

For a minor problem, we may arrange a repair within a reasonable time. If the problem cannot be resolved within a reasonable time, you may be entitled to another remedy under Australian Consumer Law. These rights are not restricted to a fixed return window or the duration of a manufacturer's warranty.

Damaged, faulty or incorrect items

If your item arrives damaged, develops a fault, is incorrect or does not match its description, please contact PALO ALTO with your order number or other proof of purchase and a description of the issue. Photographs or a short video, where practical, can help us assess the problem.

Please report delivery damage as soon as reasonably possible so we can assist promptly. A delay in reporting does not, by itself, remove your statutory rights. We may assess the item before confirming the appropriate remedy.

Return arrangements and costs

Please contact us before sending an item back so we can provide the correct return instructions or arrange collection. Original packaging is helpful where available, but is not required to exercise your consumer rights.

For confirmed faults or other failures to meet consumer guarantees, we cover reasonable return costs. For large or heavy faulty furniture, we will arrange collection or pay reasonable return transport costs. We do not charge a restocking fee for a return required under consumer law.

Refunds required under consumer law

Where you are entitled to a refund, we will process it promptly once the entitlement is confirmed and any necessary return or collection is completed, within a reasonable time and any applicable legal deadline. Refunds are made to the original payment method unless we agree otherwise. Your bank or payment provider may take additional time to make the funds available.

Warranty support

Any additional product warranty applies according to its supplied terms and does not replace your statutory rights. Please contact PALO ALTO for assistance with a product issue; you do not need to pursue a remedy with the manufacturer instead of us.

Contact us

For product questions or help with a return, refund or warranty claim, use our Contact Us page.