Return & Refund

Last updated: 26 April 2026

1.  A Note Before You Open the Box

Our furniture is delivered in purpose-built packaging designed to protect your piece in transit. For some products — particularly sofas — the packaging is part of how the item is compressed and protected for delivery, and once it's been opened, it cannot be resealed or recompressed.

If you're at all unsure about a piece before unpacking, please take a moment to check the dimensions, finish and details against your order before opening. This will give you the most flexibility if you need to return it.

We know that's not always possible — and that's what this policy is here for — but it's worth keeping in mind.

2.  Change of Mind Returns

We offer a 30-day return window for change-of-mind returns on eligible purchases, starting from the date your order is delivered.

To be eligible, your return must meet the following conditions

• Your return request must be submitted within 30 days of the delivery date
• The product must be in its original condition — unused, unassembled (where applicable), and in its original packaging
• You must have proof of purchase
• The item must not fall under our non-returnable categories (see Section 4)

Restocking fee

A restocking fee of 20% of the product purchase price applies to all change-of-mind returns. This covers the cost of inspection, handling and repackaging once the item is received back at our warehouse.

Unpacked items

If your product has been unpacked, expanded or removed from its original packaging, your return options are limited. Due to the nature of our packaging — particularly for sofas, which are compressed for delivery — we are unable to re-compress or repackage items once opened.

Returns of unpacked items may be accepted at our discretion where the item is in an unused, undamaged condition, but please be aware that additional return shipping fees may apply due to the increased size and volume of the unpackaged item. Please contact us before arranging a return of any unpacked product so we can advise on the best path forward.

Return shipping

Return shipping costs for change-of-mind returns are the responsibility of the customer. We'll provide you with the return address and any specific packaging instructions once your return request has been approved.

We recommend using a tracked shipping service for your return, as Plüm cannot be responsible for items lost or damaged in transit back to us.

3.  How to Start a Return

Please do not send items back to us without first contacting our team — we need to approve your return before it is dispatched, and unapproved returns cannot be accepted.

Here's how the process works:

1.  Get in touch

Email us at hello@buyplum.com.au within 30 days of receiving your order. Include your order number, a brief description of your reason for returning, and photographs of the product if the return relates to a fault or damage.

2.  We'll review your request

Our team will get back to you within 1 business days with a decision. If your return is approved, we'll send you a return authorisation along with the return address and packaging instructions.

3.  Send the item back

Once approved, please dispatch your return within 7 days. Make sure your order number is included with the package so we can identify it when it arrives.

4.  We'll inspect and process

Once we receive and inspect the returned item, we'll process your refund or exchange within 5–7 business days.

4.  Items That Cannot Be Returned

The following items are not eligible for change-of-mind returns:

• Custom or made-to-order products — pieces created specifically to your specifications cannot be returned unless they have a manufacturing defect
• Items that have been used, assembled, or removed from their original packaging (subject to the unpacked items provisions in Section 2)
• Products purchased through our sample sale or seconds offering, where the relevant condition was disclosed at the time of purchase

If you believe a non-returnable item has a manufacturing fault or defect, your rights under our Warranty Policy and Australian Consumer Law still apply — please contact us and we'll assess the issue.

5.  Damaged or Incorrect Items

Please inspect your order carefully when it arrives. If your item is damaged, defective, or is not what you ordered, please contact us as soon as possible — and ideally within 48 hours of delivery.

To help us resolve things quickly, please email hello@buyplum.com.au with:

• Your order number
• A description of the issue
• Clear photographs of the damage, defect or incorrect item

Where an item is confirmed to be damaged, defective or incorrectly supplied, Plüm will cover all return shipping costs and arrange a repair, replacement or refund as appropriate. Your rights under the Australian Consumer Law apply in full.

6.  A Note on Colour & Natural Variation

We put real care into our product photography, but screens vary — the colour you see on your device may differ slightly from the piece that arrives. Minor tonal differences between product images and the physical item are not considered defects and do not qualify for a return or refund under our change-of-mind policy.

Similarly, natural materials like timber, linen and leather carry their own unique grain, texture and colour variation from piece to piece. This is a feature of quality natural materials, not a fault.

If you believe there is a significant and material difference between what was described and what was delivered — beyond natural variation or screen differences — please contact us and we'll look into it.

7.  Exchanges

The simplest way to exchange a product is to return your current item through the process above, and then place a new order for the piece you'd like. Once your return is accepted and your refund processed, you're free to purchase again at your leisure.

If you'd like to discuss an exchange before initiating a return, our team is happy to help — just reach out at hello@buyplum.com.au

8.  Refunds

Once we've received and inspected your returned item, we'll process your refund within 5–7 business days. Refunds are issued to the original payment method used at checkout.

Please be aware that:

• Delivery charges are non-refundable for change-of-mind returns
• The 20% restocking fee will be deducted from your refund for change-of-mind returns
• If a returned item does not meet our return conditions upon inspection, your refund may be reduced or declined, and we'll let you know why
• If you paid using a Plüm gift card, your refund will be issued as a new gift card to the same value
• Where a combination of payment methods was used, each portion will be refunded to its original source

If we are unable to refund via your original payment method, we'll work with you to arrange an alternative. We may ask you to verify your identity before processing a refund to a different account.

Refund processing times may vary depending on your bank or payment provider — please allow a few additional business days for funds to appear once we've issued the refund.

9.  Your Rights Under Australian Consumer Law

Nothing in this policy limits or replaces your rights under the Australian Consumer Law. Our furniture comes with guarantees that cannot be excluded — including the right to a replacement or refund for a major failure, and the right to have goods repaired or replaced if they fail to meet acceptable quality standards.

If you have a concern that falls under those guarantees, please get in touch and we'll work through it with you. Your statutory rights always apply.

10.  Get in Touch

Questions, thoughts, or just want to say hello? We'd love to hear from you.

• Email:  hello@buyplum.com.au
• Website:  buyplum.com.au