Returns Policy

We Are Home Returns Policy is designed to:

  • Assist you to make your return.
  • Support you in accordance with the rights and remedies you have as a consumer under the Australian Consumer Law (ACL).
  • Make your shopping experience with us pleasurable.

Return courier costs will be at your own expense unless the item returned is deemed faulty or not the item ordered. Faulty or incorrect item will be determined by We Are Home. In this instance, courier costs will be incurred by We Are Home.

Returned goods must be in their original packaging and we encourage you to return via registered or traceable courier services as all returned goods remain the responsibility of the purchaser until received by We Are Home.


No returns for change of mind or items on sale, therefore, please choose carefully. If your item is deemed as damaged or faulty, you can exchange or receive a refund.

Faulty or Damaged Goods to be returned within 14 days from the date of delivery.
Where an item is found to be faulty on delivery please notify us within the first 7 days of receiving the item.

If a defect or fault is found within 7 days we will provide a full refund and pay to have the item return shipped to us.

Once your return is received and inspected by our Quality Assurance Team, we will send you an email to notify you of your refund. A refund will be provided by credit to your original method of payment.

Returns accepted provided that:

  • Proof of purchase (Online Order Confirmation or Invoice) and the Returns Form is received with the returning item.
  • Photos of the faulty or damaged items have been sent through to
  • The item is in its original, new and unused condition with all parts, packaging, boxes, accessories and tags attached. It is the customer’s responsibility to ensure that returned items are returned safely. We Are Home takes no responsibility for goods lost in transit.
  • For a faulty or damaged item, the returning item has been received by the Online Returns Department within 7 days from the date of delivery with a copy of the returns form appropriately filled out. If there is no receipt of delivery, the delivery date will be assumed to be 3 business days from the date of dispatch.
  • We Are Home will only accept the return of Goods that have been supplied correctly.

No change of mind or exchange on an item purchased from the "sale" or "clearance" categories.

Once the returning item is received by us a refund will be provided by credit to your original method of payment, excluding delivery costs (unless the goods are deemed as faulty or incorrect by We Are Home) within 7 working days. If a sale item(s) is returned for a refund without a reference to the new order number or in fact a new order has not been placed, We Are Home will provide an online credit or refund.

If the alternative size or colour is no longer available, a refund or online credit voucher will be provided to you via email, provided all the Returns Policy Conditions are met.

In order to facilitate a return under these Terms and Conditions, email The customer must comply with directions from We Are Home team member to facilitate a return.



If you would like to exchange a damaged or faulty item please send it back in its original packaging to the Online Returns Department and request an exchange by filling out the appropriate details on the returns form. Your exchange will be sent within 5 working days of receiving the returning item(s).



If you would like to obtain a refund on a damaged or faulty item, please send your item in its original packaging to our returns address, along with the returns form filled out and a copy of your order confirmation or Invoice..

Orders cancelled after the goods have been dispatched but before delivery will attract a cancellation fee equal to 30% of the sale price.

Once the returns department receives the damaged or faulty item a refund will be provided by credit to your original method of payment.

Other than in accordance with We Are Home 14 Day returns policy, We Are Home does not provide refunds.

Items purchased from the ‘Sale’ and/or 'Outlet" category will be either be refunded or exchanged if the item(s) are deemed as faulty or were incorrectly sent by We Are Home, if returned within 14 days.

Requested a returns form or ask a question:
Phone: 0433 997 418


We are here to help and understand purchasing a rug or furniture item is an important decision and lifestyle investment. If you have any questions please do not hesitate to get in touch with us at and we will response within 24 hours.


Customer Care contact:
Phone: 0433 997 418