Terms of Service

Last updated: 03 April 2026

Buying furniture is a considered decision — and we want the experience of purchasing from Plüm to feel just as thoughtful as the pieces themselves. These Terms of Service set out how we do business together, so please take a moment to read through them before you place an order.

These Terms of Service ("Terms") apply to all purchases made through buyplum.com.au, and cover everything from how your order is placed and delivered, to your rights if something isn't right. By placing an order with us, you agree to these Terms.

Plüm - a brand of Plum Home is operated by JYS Apex Pty Ltd ("Plüm", "we", "us" or "our"). We sell furniture for delivery to addresses within Australia. If you are ordering from outside Australia, these Terms still apply, but please note that we can only deliver to Australian addresses.

We may update these Terms from time to time. Any changes will be published on our website and will apply to orders placed after the update — not to orders we've already confirmed.


1.  Our Products

Availability

We do our best to keep our most-loved pieces in stock, but furniture takes time to make well — and occasionally demand gets ahead of us. Where a product is out of stock or available on a pre-order basis, we'll do our best to say so clearly on the product page. We reserve the right to discontinue any product at any time without notice.

Product descriptions and imagery

We put real care into our product photography and descriptions — the dimensions, materials, finishes and features we list are as accurate as we can make them. That said, screens vary, and the colour you see on your device may differ slightly from the piece that arrives at your door. Natural materials like timber and linen will also carry their own unique grain, texture and tonal variation — this is part of their character, not a fault.

If you feel a product is materially different from how it was described, please get in touch. Your rights under Australian Consumer Law apply.

Pricing

All prices are listed in Australian dollars and include GST where applicable. Delivery costs are calculated at checkout and must be paid together with your order before dispatch.

The price you see is the price you pay. We don't negotiate on pricing, and the only discounts available are those attached to a valid promotional code or offer. From time to time we may run pricing tests on our website — this means the price shown to you may differ from what another customer sees at the same time. The price confirmed at checkout is always the price that applies to your order.


2.  Placing an Order

How ordering works

When you add something to your cart and complete checkout, you're making us an offer to purchase that product at the listed price. We'll send you an email to confirm we've received your order — but that confirmation is not yet our acceptance.

Your order is formally accepted when we send you a separate email with your delivery details and tax invoice. That's the moment a binding agreement between us is formed. Until that point, we haven't committed to fulfilling your order.

Who can place an order

By placing an order, you confirm that you are at least 18 years of age, or that you have the permission of a parent or guardian to do so. You also agree to provide accurate, complete and current information — including your delivery address and payment details.

If you have a Plüm account, you are responsible for all orders placed through it. Keep your login details secure, and contact us immediately if you think your account has been accessed by someone else.

Order cancellations — by you

Once we've accepted your order, we're not able to cancel it at your request — we'll have already begun preparing your piece for dispatch. If you change your mind after acceptance, please refer to our Returns process in Section 6 below.

If you place an order for a product that is out of stock, we'll hold your order and contact you with an estimated availability date. If that doesn't work for you, just let us know and we'll arrange a full refund.

Order cancellations — by us

We reserve the right to decline or cancel an order for any reason, including where a product is unavailable, where we identify a pricing error, or where we have reasonable grounds to believe an order is fraudulent or placed for resale purposes. If we cancel an order you've already paid for, we'll refund you in full.

We may also cancel an accepted order if we're unable to fulfil it due to circumstances beyond our reasonable control. In that case, we'll contact you as soon as possible and arrange a full refund.


3.  Payment

Available payment methods will be shown to you at checkout. Full payment must be received before we dispatch your order. If a payment is declined, your order will not proceed and we cannot hold stock on your behalf.

All payments are processed through a secure third-party payment gateway. Plüm does not store or have access to your card details — these are handled directly by the payment provider in accordance with their own terms and the Payment Card Industry Data Security Standard (PCI-DSS).

Payment alone does not constitute acceptance of your order. Acceptance occurs when we send your delivery confirmation email.


4.  Delivery

Where we deliver

We deliver to residential and commercial addresses throughout Australia. Delivery must be to the address you provide at checkout — please double-check this before completing your order, as we're not able to redirect a dispatch once it's in motion.

Delivery timeframes

We'll provide you with an estimated delivery window when we confirm your order, and we'll keep you updated as your piece makes its way to you. Timeframes are estimates — furniture is large, logistics are complex, and occasionally things shift. We'll do our best to get your order to you on time, but we won't be liable for delays outside our reasonable control.

Receiving your delivery

We'll be in touch ahead of your delivery to confirm the date and time. Please make sure someone is available to receive the delivery, and that there is clear, safe access to your door — including adequate parking for our delivery team and any pets safely secured away from the entry.

For apartment buildings, we can deliver to your front door if the building has a lift, or if your floor is no more than three flights or 30 steps up. Please let us know your building's specifics when ordering so we can plan accordingly.

If we arrive and are unable to complete delivery safely — due to access issues, unsafe conditions, or other obstacles — we'll be in touch to reschedule. Additional fees may apply where the failed delivery is not due to any fault on our part.

Authority to leave

At checkout, you can choose whether to require a signature on delivery or grant us authority to leave your order at the delivery location without one. If you choose authority to leave, the risk of loss or damage passes to you once the item is left at your nominated location. Please choose this option only if you're comfortable with that.

Room delivery and assembly

Depending on your location and the products you've ordered, you may have the option to upgrade to room delivery (where we bring your furniture into a specific room) or a full assembly service (where our team assembles your piece in your home).

For both of these services, someone must be present at the delivery address, and the room must have clear, safe access and a level surface. Our assembly team will work carefully and follow our assembly instructions precisely — we're not able to make alterations or add wall-mounting or custom installation as part of this service. If those things are needed, we recommend engaging a qualified tradesperson.

All packaging will be removed and disposed of responsibly by our team, unless you'd prefer to keep it.

Title and risk

Ownership of your furniture remains with Plüm until we've received payment in full and your order has been delivered. Risk of loss or damage transfers to you upon delivery to your nominated address — or, if you've granted authority to leave, at the point of drop-off.

Damaged or incorrect items on delivery

If your furniture arrives damaged or is not what you ordered, please contact us at hello@buyplum.com.au as soon as possible. We'll ask for photos to help us assess the situation, and will arrange a repair, replacement or refund as appropriate. Your rights under Australian Consumer Law apply fully here.


5.  Spare Parts

Spare parts are not routinely available for sale. If you need a replacement component for a Plüm piece, please reach out to us at hello@buyplum.com.au and we'll do our best to help find a solution.


6.  Returns & Change of Mind

We want you to love your Plüm furniture — and we understand that sometimes a piece doesn't work out the way you hoped once it's in your space. That's why we offer a 30-day return window for change-of-mind returns on eligible purchases.

Eligibility

To be eligible for a change-of-mind return, your request must be made within 30 days of delivery, and the product must be in its original condition — clean, unopened, undamaged and unmodified. Products that show signs of heavy use, staining or damage will not be eligible for return under this policy. A restocking fee may be applicable on returns.

Custom or made-to-order pieces are not eligible for change-of-mind returns, as these are created specifically for you.

How to return

To initiate a return, contact us at hello@buyplum.com.au with your order details and the reason for your return. We'll guide you through the process and let you know how to arrange for return shipping. Return shipping costs for change-of-mind returns are the responsibility of the customer unless otherwise advised.

Refunds

Once we receive and inspect your returned item, we'll process your refund to your original payment method. Please allow a few business days for this to appear, depending on your bank or payment provider. Delivery charges are non-refundable for returns unless otherwise advised.

If you paid using a gift card, your refund will be issued as a new gift card to the same value. Where a combination of payment methods was used, we'll refund each portion to its original source.

Your rights to a refund, repair or replacement under Australian Consumer Law are separate from and in addition to this returns policy — and are not limited by it. See Section 10 for more detail.


7.  Gift Cards

Purchasing a gift card

Plüm gift cards are available for purchase through our website and are delivered by email to the nominated recipient. Each gift card carries a unique code that can be applied at checkout. Gift card values will be shown on your receipt and in the email to the recipient, including the expiry date.

Gift cards may not exceed a balance of $1,000. Purchases of gift cards by a single person within any 24-hour period may not exceed $5,000 in total.

Using a gift card

To redeem a gift card, enter the unique code at checkout. Gift cards can be used towards any eligible purchase on buyplum.com.au. If your order total exceeds the gift card balance, the remaining amount must be paid by another accepted payment method.

Gift cards have no cash value and cannot be redeemed for cash, exchanged for other gift cards, or resold. They are not transferable and are void where prohibited by law.

Keeping your gift card safe

Please treat your gift card code like cash — keep it secure and don't share it. Plüm is not responsible for lost, stolen or damaged gift cards, and we're unable to reissue a gift card that has been lost or used without authorisation. Risk and title for a gift card pass to the recipient when the gift card email is sent.

Refunds involving gift cards

If you return a product purchased with a gift card, the refund will be issued as a new gift card. Where a purchase was made using a combination of gift card and another payment method, we'll refund the gift card portion first, then refund the remaining balance to the original payment method.

Our rights regarding gift cards

We reserve the right to cancel or modify the gift card program at any time. If we do, we'll make reasonable efforts to notify affected cardholders and provide a refund or replacement where appropriate. We may decline to honour a gift card where we have reason to believe it was obtained fraudulently or through an unauthorised seller.


8.  Warranties

All Plüm furniture is designed and built to a standard we're proud of. Every piece is covered by our Plüm Furniture Warranty, the terms of which are set out in our separate Warranty Policy, available on our website.

Our warranty covers manufacturing defects and material faults under normal domestic use. It does not extend to products used for commercial purposes — if you're purchasing for a commercial setting, please be aware that our warranty applies to domestic use only.

Our warranty is in addition to — and does not limit — your rights under the Australian Consumer Law. See Section 10 below for more on those rights.


9.  Our Liability

We comply with all applicable Australian laws, including the Australian Consumer Law and the Privacy Act, and nothing in these Terms limits the rights you have under those laws.

Subject to those rights, and to the maximum extent permitted by law, Plüm will not be liable for:

  • Any indirect, incidental, special or consequential loss, including loss of profit, revenue, savings or data, arising from your purchase or use of our products
  • Any delay or failure to perform our obligations caused by events outside our reasonable control
  • Any loss or damage arising from your failure to follow our care or assembly instructions

Where we are liable for direct loss or damage, our liability is limited to the price you paid for the relevant product. This does not apply to liability for death, personal injury or property damage caused by our negligence.

If you breach these Terms and we suffer a loss as a result — including a claim brought against us by a third party — you agree to indemnify us and cover our reasonable costs, to the maximum extent permitted by law. This indemnity does not apply where the loss was caused by our own negligence or breach.


10.  Your Rights Under Australian Consumer Law

Our furniture comes with guarantees that cannot be excluded under the Australian Consumer Law.

  • You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage
  • You are entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure is not a major failure

Nothing in these Terms alters or limits those rights. If you believe your product has a fault or doesn't meet the consumer guarantees, please contact us as soon as possible at hello@buyplum.com.au. Include as much detail as you can — photos are always helpful — and we'll work to resolve things promptly.


11.  General

These Terms are governed by the laws of Victoria, Australia, and you submit to the exclusive jurisdiction of the courts of Victoria for any disputes arising under them.

These Terms, together with our Website Terms, Privacy Policy and Warranty Policy, form the complete agreement between you and Plüm in relation to your purchase. Any prior representations, discussions or agreements not reflected in these documents do not form part of our agreement.

If we don't enforce a right under these Terms on one occasion, that doesn't mean we've given it up. Any waiver must be in writing from us.

If any part of these Terms is found to be unenforceable, the remaining provisions will continue in full effect. Any unenforceable portion will be severed without affecting the rest of the agreement.

We may assign our rights and obligations under these Terms to a third party — for example, in the context of a business sale or restructure — without requiring your consent.


12.  Get in Touch

We're real people who genuinely want to help. If you have a question about your order, a product, or anything in these Terms, please reach out.