Refund policy

Last updated: 3 November 2026

We want every piece you bring home from Idyl Spaces to feel like it belongs there. If something isn't quite right, this policy explains how returns, refunds and replacements work for customers in Australia.

Policy summary

Change of mind: return eligible items within 30 days of delivery
Faulty, damaged or not as described: covered by the Australian Consumer Law, at no cost to you
Getting started: email us with your order number and wait for approval before sending anything back
Return postage: paid by us for faulty or incorrect items, and by you for change-of-mind returns
Refunds: processed within 7 business days of approval, to your original payment method
Cancellations: accepted within 12 hours of ordering

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply whether or not you still have the original packaging, and an order confirmation email or bank statement is enough proof of purchase. They are not limited by the 30-day window or any other condition in this policy. Our change-of-mind returns, set out below, are offered on top of your statutory rights.

Change-of-mind returns

If you've changed your mind about a purchase, you can send it back within 30 days of delivery, provided the item:

Has not been used, assembled, installed or planted
Is in the same condition it arrived in
Is returned in its original packaging, with any tags, manuals and accessories included

How to request a return

Email support@idylspaces.com (change-of-mind returns must be requested within 30 days of delivery)
Include your order number, the item you'd like to return and the reason
For damaged or faulty goods, attach clear photos of the item and its packaging
Wait for our team to approve your request and send you a Return Authorisation (RA) with instructions
Pack the item securely and send it to the address provided

Items sent back without an approved RA may not be accepted.

Where returns are sent

Idyl Spaces is operated by ECOM X HUB LIMITED, a company registered in the United Kingdom with its office in London. Orders are fulfilled through international logistics partners and warehouses, so your parcel was not dispatched from our London address.

Approved returns may be directed to an international returns facility. You'll receive the correct return address with your RA, so please don't post items to our registered address unless our team specifically asks you to.

By ordering from Idyl Spaces, you acknowledge that orders and approved returns may be handled through international fulfilment and returns facilities.

Return postage costs

Faulty, damaged, incorrect or not as described: we cover the cost of the return. If an item is too large or heavy to send back easily, such as outdoor furniture or bulky garden equipment, we'll arrange collection at our expense.
Change of mind: return postage is paid by you and is not refunded. We recommend a tracked service, as we can't process a refund for an item that never reaches us.

Refunds

When your return arrives, we'll inspect it and confirm whether it's been approved. Approved refunds are processed within 7 business days and paid back to your original payment method. Your bank or card provider may take a few extra days to show the credit.

Where a fault amounts to a major failure, you can choose between a refund and a replacement. For minor faults, we may offer a repair or replacement instead.

Exchanges

Hoping for a different colour, finish or size? The quickest option is to return the original item as a change-of-mind return, then place a new order for the one you'd prefer once your return has been processed.

Items we can't accept as change-of-mind returns

The following items can't be returned simply because you've changed your mind. If any of them are faulty, damaged or not as described, your Australian Consumer Law rights still apply.

Items that have been used, assembled, installed, washed or filled (for example with soil, water or fuel)
Items returned without their original packaging or accessories
Live plants, seeds, bulbs and other perishable garden products
Opened pillows, bedding inserts and similar hygiene-sensitive items
Items marked as final sale or clearance

Deductions on change-of-mind returns

If a change-of-mind return shows handling beyond what's needed to inspect it, such as missing parts, damaged packaging or visible wear, we may reduce the refund to reflect the item's lower value. This never applies to items returned because they're faulty, damaged or not as described.

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or isn't what you ordered, please contact us as soon as you can, ideally within 48 hours of delivery, with your order number and clear photos. Reporting quickly helps us lodge a claim with the courier and resolve things faster. Contacting us after this time does not affect your rights under the Australian Consumer Law.

Cancelling an order

To cancel, email us within 12 hours of placing your order. If your order has already been dispatched, it will be handled as a return under this policy.