Refund/Exchange Policy

Refund/Exchange Policy

KWS will offer a full refund or exchange on any faulty item. Please contact immediately (24 hours) to organise the return or replacement of your faulty item. Once your return item is received and inspected, we will send an email to notify you that we have received your returned item.  Once approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 48 hours.

Our exchange policy is valid for 7 days. If 7 days have lapsed since your purchase, unfortunately we can’t offer you an exchange or credit note. To be eligible for an exchange or credit note, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your exchange, we require a receipt or proof of purchase.  Delivery and shipping costs are non refundable. Returned items are at the expense of the customer. When returning items to KWS we advise that you use registered post, as we do not accept responsibility for the loss of items in transit. Our postal address is 281 High Street, Ashburton Victoria 3147

Goods received in error

Please contact within 24 hours of receiving item(s) to arrange the return of goods at our expense.

Online Cancellations
If you wish to cancel your order, please contact immediately. If your order has not been despatched we will cancel your order and organise a refund.  If your order has been despatched we are unable to cancel your order.

Sale Items

No refund or exchange on sale items.

Custom Orders / Rug Orders / Original Artwork
Choose carefully! We are happy to offer a refund if your product arrives faulty or damaged however, we do not offer refunds or exchange if you change your mind or order items incorrectly. Furniture and rugs ordered from suppliers (separate to floor stock in the KWS showroom) cannot be refunded or exchanged unless it arrives faulty.



Free standard shipping for Australian orders over $150* (Excluding artwork/furniture/bulky+heavy goods

$10 Flat rate shipping within Australia

$15 Express shipping within Australia

International shipping available. Please contact to obtain a quote.

Providing items are in stock, delivery lead times are as follows





1-4 DAYS

2-4 DAYS


2-4 DAYS

3-7 DAYS


2-4 DAYS

4-8 DAYS


2-4 DAYS

3-7 DAYS


3-5 DAYS

5-12 DAYS


4-8 DAYS


The above lead times are for deliveries to Capital cities. Please allow an additional 2-4 days for delivery to remote areas. Please note KWS is not responsible for any delivery delays caused by third party couriers. Items will be despatched within 24 hours pending credit verification.