Refunds & Returns
Icon By Design was founded on a love of interior design - and we understand how important it is that your home looks and feels just right.
That's why we take extensive measures to ensure that you love your order. We professionally photograph each item displayed on our web store to ensure what you see is what you get. We only use top-grade materials and trusted craftsmen. Each and every item is thoroughly checked by our quality control team. Any queries you may have will be answered quickly and accurately. We can even send you samples upon request for most items.
We take sustainability very seriously and prefer solid timber for this reason. Most of our items are crafted with solid Oak or solid Walnut. We celebrate the natural variation that occurs with solid timber. This is a characteristic of solid wood.
Colour and grain variations are natural characteristics of authentic wood surfaces. Since no two trees are exactly alike, these variations are evident in every piece of wood. These variations contribute to the natural beauty of using an organic material and are acceptable throughout the cabinetmaking industry. Variations within these cabinetmaking standards will not be reason for replacement. Customers interested in a perfectly consistent colour and graining should consider coloured lacquer cabinetry or some of the synthetic materials offered by other companies, such as laminate, wood grain melamine or PVC.
We offer to refund any items that do not meet industry cabinetmaking standards, provided they are returned within 14 days of delivery and in all the original packaging (except for items that have been damaged in transit, where we will send a replacement at no cost). We make our returns process quick and hassle-free - so you can get back to finding the piece that's the perfect fit.
How do I return my product once it's arrived?
Our Returns policy is as easy as ABC:
- Repackage your item in the original packaging ensuring that it suitable for shipping to us without damage. Please ensure the product is in the same condition as when you received it. Please note we cannot accept any returns if you do not have the original packaging.
- Contact our very friendly customer service team by emailing CustomerCare@IconByDesign.com.au or calling 1300 715 719.
- We will collect the item and confirm it's condition on receipt in our warehouse.
- You will receive your refund, minus shipping costs, via the method of payment used to place the original order.
We do not have spare packaging. The reason for this is because we have over 300 items and almost each requires a different size box. The storage cost alone for this would be very significant and would force us to raise our prices. That is why we require that the item be returned in the same packaging as you received it in.
What if I receive an item that is damaged or not what I ordered?
We take great care to ensure that this never happens - every single item is quality-checked prior to leaving the factory, and extensively packaged for added protection.
If, however, you do find any issues with your order, please contact our customer service team with photos of the item so we can fix the problem as quickly as possible. Icon By Design will of course cover any costs incurred. Please note if an item is damaged in transit we will replace the item but we don't allow for order cancellation for a refund.
For further information please see our Delivery Guarantee
How long will my refund take?
We know you'll be keen to get back to creating your dream home - which is why we'll make sure to process your refund within a week of your returned item arriving at our warehouse.