Returns and Cancellation Policy

Returns & Cancellations

We want you to be happy with your purchase. If something isn't right, here is how returns work at Exclusive Trading Group (EXTG).

Change of mind returns

We accept change-of-mind returns within 30 days of delivery. To be eligible, items must be unused, unassembled and in their original packaging.

• A 15% restocking fee applies to change-of-mind returns.
• Return shipping costs are at the customer's expense.
• Refunds are processed within 5 business days of the returned item arriving back at our warehouse.

Damaged or faulty items

Please inspect your order on delivery. If an item arrives damaged or develops a fault, contact us within 10 working days of delivery with your order number and photos. We will arrange a replacement, repair or full refund at no cost to you, in line with your rights under Australian Consumer Law.

Items that cannot be returned for change of mind

• Mattresses and bedding (hygiene reasons)
• Made-to-order items, such as custom seat covers

These exclusions apply to change-of-mind returns only. All items remain fully covered for faults under Australian Consumer Law and any applicable warranty.

Order cancellations

Orders cancelled before dispatch receive a full refund. Once an order has been dispatched, the change-of-mind returns process above applies.

How to start a return

Contact us through our Contact Us page with your order number and the reason for the return. We will reply with return instructions and the return address. Please do not send items back without contacting us first.