Return and Refund Policy

Last Updated: 4 November 2026

At Craft Tidy Hub, we believe that an organised home creates a more comfortable and enjoyable everyday environment. From a beautifully arranged entryway to a welcoming coffee corner or a thoughtfully organised living space, the right furniture can make a meaningful difference.

Our collection of storage benches, bar cabinets, wine cabinets, and freestanding shoe racks is selected to combine practical storage with attractive home styling.

We want you to feel confident when shopping with us. If something does not meet your expectations, arrives damaged, or is different from what you ordered, we are here to help.

This Return and Refund Policy explains the conditions and procedures for requesting a return, replacement, repair, or refund when purchasing through our website.

This policy applies to purchases made at https://www.crafttidyhub.com/ and is administered by FGJ PTY LTD.

1. Our Commitment to Customers

Customer satisfaction is important to us. We aim to provide products that correspond with their descriptions, fulfil their intended purposes, and meet reasonable expectations of quality and durability.

We understand that furniture purchases can involve important decisions. A storage bench needs to fit comfortably into an entryway, a wine cabinet needs to provide suitable storage, and a shoe rack should offer the organisation and capacity expected from its product description.

If a purchase does not meet the applicable requirements, we will review the circumstances and work towards an appropriate resolution.

Our policy operates alongside the Australian Consumer Law (ACL), which provides statutory consumer guarantees for eligible purchases.

Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot lawfully be excluded under Australian law.

2. Consumer Guarantees Under Australian Law

All applicable purchases are protected by the consumer guarantees established under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees generally require products to:

• Be of acceptable quality.

• Be safe and free from relevant defects.

• Be reasonably durable, considering the product's nature, price, and description.

• Match the description and representations made on our website.

• Be fit for any particular purpose communicated to us and accepted by us.

• Correspond with any sample or demonstration model where applicable.

For example, a storage bench should provide the storage functionality described in its listing. A shoe cabinet should include the shelves, drawers, and other features advertised. A wine cabinet should correspond with its stated dimensions, materials, and storage configuration.

If a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund, or other remedy depending on the circumstances and seriousness of the failure.

For a major failure, you may generally choose between a refund and replacement. For a minor failure, the supplier may generally have the opportunity to provide an appropriate remedy within a reasonable time.

These rights apply independently of any voluntary return arrangements offered by our business.

3. Change-of-Mind Returns

Sometimes a product may no longer suit your home after purchase. You may discover that a storage bench is not the right size for your hallway, that a shoe cabinet does not complement your existing furniture, or that a bar cabinet does not fit your intended room layout.

We understand that these situations can happen.

As a voluntary customer service arrangement, Craft Tidy Hub may consider change-of-mind return requests submitted within 30 days after delivery.

To qualify for consideration, the product should generally:

• Be unused and in its original condition.

• Not show signs of assembly, installation, or modification.

• Include all original components, fittings, accessories, and instruction manuals.

• Be securely packaged to minimise the risk of transportation damage.

• Be accompanied by the relevant order information.

Please contact us before sending any product back.

Change-of-mind returns are subject to individual approval and are separate from statutory consumer guarantee rights. Return transportation costs may be the customer's responsibility where agreed and legally permitted.

Products that have been assembled, used, or modified may not qualify for this voluntary return arrangement.

However, a product's assembly or use does not automatically remove your statutory rights if it has a defect or another failure covered by the ACL.

4. Faulty, Defective, or Damaged Products

We take reasonable care in selecting and supplying our products. Nevertheless, issues may occasionally arise during manufacturing, packaging, or transportation.

Please contact us if you receive a product with problems such as:

Storage benches

• Cracked or damaged seating surfaces.

• Broken structural supports.

• Defective hinges or storage lids.

• Missing internal storage components.

• Unstable frames or damaged upholstery.

Bar cabinets and wine cabinets

• Damaged cabinet panels or doors.

• Defective hinges or handles.

• Broken glass holders or wine racks.

• Missing shelves or storage fittings.

• Damaged lighting components where included.

Freestanding shoe racks

• Broken shelves or frames.

• Misaligned cabinet doors.

• Defective drawers or flip compartments.

• Missing assembly hardware.

• Unstable structures or damaged finishes.

General product issues

• Incorrect product supplied.

• Missing parts or accessories.

• Product specifications materially different from the listing.

• Manufacturing defects affecting normal use.

• Damage that occurred before or during delivery.

We recommend contacting us within 7 days after delivery when a visible problem is discovered. This helps us investigate promptly.

However, this suggested reporting period does not limit your statutory rights or prevent you from reporting a problem later where the law permits a remedy.

5. What to Include in a Return or Refund Request

To help us understand the issue, please provide:

1. Your full name.

2. Your order number.

3. The name of the affected product.

4. The date you received the order.

5. A description of the problem.

6. Clear photographs or videos showing the affected area, where relevant.

7. Photographs of the packaging if delivery damage is suspected.

For furniture products, photographs of the affected panels, hinges, shelves, frame connections, or other relevant components can help us assess the situation.

We may request additional information where reasonably necessary.

Please do not discard a damaged product or arrange an unauthorised return before contacting us, unless otherwise required by law.

6. How to Request a Return

Our return procedure is designed to make the process clear and manageable.

Step 1: Contact our customer service team

Email [email protected] with the subject line "Return or Refund Request".

Step 2: Provide your order details

Include your order number, product name, delivery date, and reason for the request.

Step 3: Submit supporting evidence

Attach photographs or videos if the request concerns damage, defects, missing components, or an incorrect item.

Step 4: Wait for our assessment

Our team will review your request and explain the available options.

Step 5: Follow the return instructions

If returning the product is appropriate, we will provide instructions concerning packaging, transportation, and the authorised return address.

Please do not send goods to our business address without first receiving return instructions.

7. Return Shipping Costs

Return shipping costs depend on the reason for the return.

For approved change-of-mind returns, the customer may be responsible for reasonable return transportation costs where this has been disclosed, agreed, and is legally permitted.

For a product that fails to meet an applicable consumer guarantee, FGJ PTY LTD will provide the appropriate remedy and cover reasonable associated transportation costs as required by the ACL.

Because our products may include large storage benches, multi-panel shoe cabinets, and substantial bar furniture, return transportation may require a suitable courier or freight provider.

We will discuss practical return arrangements with you before proceeding.

8. Refund Conditions and Processing

Where a refund is approved, it will generally be returned to the original payment method.

The refund process may involve:

• Verification of the original purchase.

• Assessment of the reported issue, where required.

• Confirmation of the applicable remedy.

• Processing the refund through the relevant payment provider.

We aim to process approved refunds within a reasonable period.

The time taken for funds to appear in your account may vary depending on your bank, card issuer, or payment service provider.

Where a refund is required by law, we will not unreasonably delay it.

If your original payment method is no longer available, please contact us to discuss an appropriate arrangement.

9. Replacement and Exchange Requests

If you would prefer a replacement rather than a refund, please let us know when submitting your request.

Replacement arrangements depend on product availability and the nature of the issue.

For example, where a shoe cabinet arrives with a damaged door or a storage bench is missing a component, we may consider supplying the relevant replacement component if that is an appropriate remedy.

If the entire product requires replacement, we will discuss the available arrangements.

Where a product is unavailable, an alternative statutory remedy will be provided as required by law.

10. Missing Parts and Incomplete Orders

Furniture products may contain multiple panels, shelves, screws, brackets, hinges, handles, and other assembly components.

If your order is incomplete, please contact us with your order number and a description of the missing items.

Where appropriate, we may arrange for missing components to be supplied.

If the missing components prevent the product from functioning as described, we will assess the issue in accordance with the applicable consumer guarantees.

11. Circumstances Requiring Individual Assessment

Certain situations may require additional investigation.

These may include:

• Damage caused by improper handling after delivery.

• Damage resulting from unauthorised modification.

• Incorrect assembly that causes product damage.

• Normal wear associated with reasonable use.

• Problems caused by failure to follow supplied care instructions.

• Differences in appearance caused by ordinary screen and lighting variations.

Each case will be considered on its individual circumstances.

These examples do not automatically exclude statutory remedies where the ACL otherwise provides protection.

12. Product Assembly and Care

To maintain product quality and reduce the likelihood of avoidable damage, we recommend following the assembly and maintenance instructions supplied with each item.

For storage benches, bar cabinets, wine cabinets, and shoe racks:

• Assemble products on a clean, level surface.

• Use the supplied hardware and appropriate tools.

• Secure all fittings before use.

• Do not exceed the stated weight capacity.

• Avoid placing heavy objects on shelves beyond their recommended limits.

• Keep furniture away from excessive moisture.

• Clean surfaces using suitable materials and methods.

• Secure tall furniture to a wall where appropriate and follow any supplied anti-tip instructions.

Failure to follow reasonable instructions may affect responsibility for damage caused by improper use, but does not remove rights relating to pre-existing defects or other failures covered by consumer guarantees.

13. Refunds for Cancelled Orders

If you wish to cancel an order before dispatch, please contact us as soon as possible.

We will review the fulfilment status and determine whether cancellation can be arranged.

If an order has already been dispatched, additional return arrangements may be necessary.

Any cancellation and refund will be handled in accordance with the applicable agreement and Australian consumer law.

14. Contact Information for Returns

For all return, refund, and replacement enquiries, please contact:

Company: FGJ PTY LTD
Trading Name: Craft Tidy Hub
Contact Person: Sharyne Lamont
Email: [email protected]
Return Address: 2 Turon Parade, Woolgoolga NSW 2456, Australia

Please include your order number in your correspondence.

15. Updates to This Policy

We may update this Return and Refund Policy to reflect changes in our business operations, product range, or applicable legal requirements.

The latest version will be published on our website.

Changes will not remove rights or remedies that customers have already acquired under applicable Australian law.

Thank you for shopping with Craft Tidy Hub. We value your confidence in our products and are committed to resolving genuine concerns with fairness, care, and transparency.