Returns & Refunds

These pieces are a considerable investment, and we would rather you were certain before you buy than disappointed afterwards. We have two Sydney showrooms and we encourage you to sit in the chair and put your hand on the timber before you commit. If you cannot get to a showroom, call us on 1800 722 753 and we will talk you through the piece honestly, including the things that photographs do not show.

Change of mind

We do not accept returns or exchanges for change of mind. This includes a piece that is the wrong size for your room, the wrong colour against your floor, or simply not what you pictured. Please measure carefully, check the dimensions listed on each product page, and ask us for anything you are unsure about before you order.

This does not affect your rights under the Australian Consumer Law, which are set out below and which we cannot and do not exclude.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Among other things, goods must be of acceptable quality, match their description, and be fit for any purpose we told you they were fit for.

If there is a major failure — the piece is unsafe, is significantly different from what was described, has a defect serious enough that you would not have bought it had you known, or cannot be used for its normal purpose and cannot easily be fixed within a reasonable time — you can choose a refund or a replacement. You may instead choose to keep the piece and ask for compensation for the drop in its value.

If the failure is minor, we will repair the piece free of charge within a reasonable time. If we refuse to repair it, or take an unreasonable time to do so, you can have it repaired elsewhere and we will cover the cost, or you can ask for a refund or replacement.

You are also entitled to compensation for any other reasonably foreseeable loss or damage.

Getting a faulty piece back to us

Pacific Green furniture is large and heavy, so you do not have to arrange or pay for its return. If a piece is faulty, we will collect it at our cost. Please do not attempt to move or transport it yourself.

If we inspect a piece and find no fault, we may charge you the reasonable cost of the inspection and transport. We will always give you an estimate of that cost before we start, and you can decide whether to proceed.

Damage in transit

Please inspect your delivery before the team leaves. If anything is damaged, note it on the delivery paperwork and contact us within 48 hours on 1800 722 753 or at hello@swayhome.com.au with photographs of the damage and the packaging. We will arrange repair, replacement or refund depending on the extent of the damage.

Made-to-order pieces

Made-to-order pieces are built for you in the Pacific Green workshop in the leather and finish you choose, and are paid for in full at the time of order. Once your order has been placed with the workshop it cannot be cancelled, changed or refunded for change of mind, because the piece cannot be resold to anyone else. Your Australian Consumer Law rights above still apply in full to a made-to-order piece.

Natural variation is not a fault

Palmwood is a natural material and no two pieces are identical. Variation in grain, colour and density between pieces, and between a piece and the photographs on this site, is a characteristic of the timber rather than a defect. The same is true of natural markings in A-grade leather. Timber also moves slightly with humidity. We will always tell you what to expect if you ask.

How to make a claim

Call 1800 722 753 or email hello@swayhome.com.au with your order number, a description of the problem and photographs. We will respond within two business days.

If you are not satisfied with how we have handled a claim, you can contact NSW Fair Trading on 13 32 20 or the Australian Competition and Consumer Commission.