The short version
Every Rumpus piece is cut and built for one customer, in the hide that customer chose. Because of that we do not take pieces back because someone changed their mind. If a piece arrives damaged, turns up faulty, or is not what we said it would be, that is ours to fix, and we fix it.
Nothing in this policy limits your rights under the Australian Consumer Law. Those rights apply no matter what any policy says, and we are not trying to sign them away.
1. Made to order
We hold no finished stock. When you order, a hide is selected and cut to your piece, and it is in production for roughly twelve to fourteen weeks. From the moment cutting begins the piece exists for you and for nobody else.
For that reason we do not offer change-of-mind returns, exchanges or refunds on completed pieces. Under the Australian Consumer Law there is no entitlement to a remedy where you have received what you ordered and simply changed your mind, found it cheaper elsewhere, or decided you no longer have a use for it.
This is also why we would rather talk first. A specialist will confirm your hide, your measurements and your access before anything is cut. Ask us for the hide book, send us a photo of the room, tell us the width of your doorway. We would far rather spend an hour getting it right than have you live with a piece that is wrong.
2. Cancelling before production
You may cancel an order at any point before your hide is cut. Contact us as early as you can.
- If we have not yet committed materials or labour, we refund in full.
- If materials have been ordered or work has begun, we refund what you paid less the costs we have already incurred. We will itemise those costs for you before anything is deducted.
- Once a hide has been cut to your piece, the order cannot be cancelled.
3. If your piece arrives damaged
Every piece is inspected before it leaves us and is covered in transit the whole way to your door. If it arrives damaged, we deal with the carrier, not you.
Transit damage has to be reported quickly, because the claim against the carrier closes fast. Tell us within 24 hours of delivery, and in any case no later than 48 hours, and send clear photographs of the damage and of the packaging as it arrived. We will repair, replace or refund the piece. Where the damage is significant, the choice between a replacement and a refund is yours.
This window applies to damage that was there when the piece arrived. It does not affect a fault that appears later, which is covered by section 4 and by the consumer guarantees.
Please do not dispose of the packaging until we have confirmed what happens next, and please do not attempt a repair yourself before speaking to us.
4. If a piece is faulty
Leather is a natural material. Grain, colour and marking vary across a hide, and a piece will soften and patina with use. Those are characteristics of top-grain leather, not faults.
A fault is a failure in the frame, the joinery, the suspension, the stitching or the finish. If one appears:
- Where the failure is minor, we will repair it, or where a repair is not practical we may replace the piece or refund it. The choice of remedy in that case is ours.
- Where the failure is major, the choice is yours between a replacement and a refund, and you may ask for compensation for any reasonably foreseeable loss.
A failure is major where a reasonable person would not have bought the piece had they known about it, where it is significantly different from what was described, where it is substantially unfit for its purpose and cannot be put right within a reasonable time, or where it is unsafe.
Our three-year warranty on the frame and the stitching sits on top of these rights and does not replace them. Consumer guarantees can outlast a warranty period.
5. Wrong or missing items
If we send the wrong piece, the wrong hide, or your order arrives incomplete, tell us within 48 hours of delivery and we will correct it at our cost.
6. What we need from you
To assess any claim we need proof of purchase, which is your order confirmation, and clear photographs or video showing the issue. For a fault we may ask to inspect the piece, either in your home or by arranging collection. Where a piece is collected for assessment under the consumer guarantees, we cover that freight.
7. How refunds are paid
Approved refunds are paid to the original payment method. We do not refund to a different card or account. Where a piece is returned to us, the refund is finalised after it has been received and inspected. Allow up to ten business days from that point, plus whatever your bank takes to post it.
8. Talk to us first
Almost everything is easier to sort out early. Call +61 2 7248 6718 or email sales@rumpusfurniture.com.au with your order number and we will tell you exactly what happens next.
If you are not satisfied with how we have handled a claim, you can contact the ACCC or your state or territory consumer protection agency.
