Returns and Refunds

We know choosing the perfect piece for your home is a big decision. While we hope you love your L3 Home find, we totally get that sometimes a piece just doesn't work out the way you imagined. That’s why we’ve made our returns process fair and simple—no complicated fine print, just clear steps to make returning an item easy.

To keep things hassle-free, we kindly ask that you hold onto the packaging until you’re sure your piece is the right fit. Couriers can only collect returns that are securely packed in their original packaging—this protects the item in transit and ensures a smooth return process. Without proper packaging, extra handling fees may apply, and there’s a higher risk of damage along the way.

Changed Your Mind? Here's How Returns Work:

You’ve got 14 days from the day your order arrives to decide if it’s the perfect fit for your space. If it’s not quite the match you’d hoped for, here’s how we can help you return it easily.

• Full-priced purchases - Eligible for a refund to your original payment method if returned within 14 days of receiving your order. Items must be unused and returned in original packaging, including all hardware and accessories.
• Sale event or discount code purchases - Eligible for store credit or exchange only. This includes pre-purchase and pre-order items bought during a sale or with a discount code.
• Final clearance items - Not eligible for returns or exchanges.

The original shipping fee and return shipping costs are customer-borne and non-refundable. A 20% restocking fee applies to all returns. 

How to Return an Item

If your item meets the return condition, follow these steps to start your return: 

1. Submit a return request - Simply reply to one of the emails you’ve received from us, so we have your order details on hand. Just let us know your reason for return, and we’ll take it from there.
2. Pack it securely - Items must be returned in the same way they arrived, with all original packaging, contents, and protective materials. 
3. Once approved, we'll check with you on the best date for pickup, coordinate with the courier and send you a return shipping label to print and affix to the box.
4. Inspection & refund processing - Once received and inspected, we'll process your refund or store credit within 7 business days. 

⚠ Important: If an item is not properly packed and gets damaged in transit, we won't be able to process your return. 

Cancellations

If your order hasn’t left our warehouse yet and you’ve had a change of heart, do get in touch with us as soon as you can. We’ll do our best to catch it in time.

• Full-priced purchases - Eligible for cancellation with a refund to your original payment method, minus a 10% cancellation fee - calculated from the item's total sale price. 
• Sale event or discount code purchases - Eligible for cancellation with store credit, less the 10% cancellation fee. Refunds to the original payment method do not apply to sale or discounted orders. This includes pre-order and pre-purchase items bought during a promotional period. 

If your order has already been dispatched, it’ll fall under our standard Change of Mind returns policy instead. 

If Your Item is Incorrect

We do our best to ensure every order arrives just as expected, but if we've sent you something different from what you ordered, let us know, and we’ll make it right. 

1. Reply to one of the emails you’ve received from us so we have your order details on hand. Let us know what’s happened, and we’ll take care of the rest.

2. Send us a couple of clear photos showing the item you received, along with the packaging and shipping label.

3. Once we’ve confirmed the mix-up, we'll check with you on the best date for pickup, coordinate with the courier, and send you a return shipping label to print and affix to the box. 

4. As soon as the courier collects the incorrect item, we’ll get the right one sent your way, all at no cost to you.

If Your Item was Accidentally Damaged

Despite our best efforts to protect your items, once they leave our warehouse, they are in the professional hands of our couriers. Sometimes accidents can happen, but don't worry—we have your back.

Once you receive an item, we ask that you check its contents. If the item arrives damaged, please let us know immediately within 48 hours along with detailed photo(s) and video evidence of this. If an item is opened several weeks or months later, it may not be considered a “reasonable time frame” to report an issue, and it will be difficult to determine where the fault lies.

If you notice the item is damaged, please let us know and our team can help you in resolving the matter at our cost, not yours. Including but not limited to:

• Replacing the damaged item or piece in question
• Offer a partial refund
• Return and replace the product (subject to availability)
• Arrange the product to be returned for a full refund

If Your Item is Faulty

If the item is faulty or should arrive with missing parts, please send us a detailed description along with photo & video evidence. Our team will work with you in resolving the issue at hand, including but not limited to:

• Replacing the missing or faulty part component
• Sourcing the required part from your local hardware store (compensation will be provided)
• Return and replace the product (subject to availability)
• Offer a partial refund
• Arrange the product to be returned for a full refund

Natural Materials & Timber Variation

Many of our pieces feature natural timber elements, and like all things crafted from nature, each one is beautifully unique. Variations in grain, texture, knots, colour, tone, and pattern are completely normal even between pieces in the same range and are part of what gives timber its character. These natural differences are not considered faults or defects, they’re part of the beauty of working with real materials. We don’t offer returns or exchanges based on visual variations alone.

We reserve the right if:

Our policies are directly in line with guarantees that cannot be excluded under Australian Consumer Law. However, we reserve the right to refuse a claim or return in the event we are satisfied that faults and damages were a direct result of customer negligence including but not limited to:

• Improper care in cutting open the carton boxes resulting in damage to the product
• General wear and tear
• Misuse of the item or accidental damage or breakage
• Failure to comply with the manufacturer’s instructions
• Not following the correct lifting or handling technique
• A transfer of ownership
• Damage caused by handling of third-party movers
• Any custom modifications to the product outside of its intended use
• Failure to protect product surfaces with coasters and placemats
• Failure to ensure products are regularly cleaned, wiped down, vacuumed and outside of the weather elements
• Water or fire damage
• Damage caused by the incorrect use of products that contain harsh chemicals