Refund policy

REFUND POLICY
Urban Sofa (Buy & Sell Group)
Effective Date: 12 October 2026

URBAN SOFA ACADEMY DIGITAL PRODUCTS

This section applies to the Australian Couch Flipping Starter Pack and its Excel Templates and Field App versions. The sofa return rules in the rest of this policy do not apply to these products.

7-day refund: If a pack is not right for you, contact us within 7 days of purchase and we will refund the full amount to your original payment method. You do not need to give a reason.

How to request a refund: Use the contact details at the end of this policy and include your order number. We will confirm your refund within 2 business days. Your bank or payment provider may take longer to show it.

After a refund: Please stop using the files and the Field App. We may switch off app access once a refund is issued.

Your rights under Australian law: Nothing in this policy limits your rights under the Australian Consumer Law, including remedies for a major fault, such as a file that will not open or a product that is not as described.

SOFA PURCHASES
1. Nature of Products
Urban Sofa sells pre-loved and refreshed sofas.
All items are:
Previously owned
Professionally cleaned and refreshed
Sold in the condition described at the time of sale
By purchasing, you acknowledge that minor wear consistent with prior use may be present.
2. No Change-of-Mind Returns
Due to the nature of pre-owned furniture:
We do not offer refunds, exchanges, or returns for:
Change of mind
Incorrect measurements
Colour variation due to lighting or screens
Minor cosmetic wear disclosed or visible in listing photos
Delivery access issues
Please measure your space carefully before purchasing.
3. Delivery & Access Responsibility
Customers are responsible for ensuring:
Doorways, hallways, lifts and stair access are sufficient
Clear access is available at time of delivery
If delivery cannot be completed due to access restrictions:
Delivery fees are non-refundable
A redelivery fee may apply
4. Major Faults (Australian Consumer Law)
Nothing in this policy excludes your rights under the Australian Consumer Law (ACL).
You may be entitled to a refund or replacement if:
The item has a major structural fault
The item is significantly different from its description
The item is unsafe
Minor wear consistent with age is not considered a major fault.
5. Reporting an Issue
If you believe your sofa has a major fault:
You must notify us within 24 hours of delivery
Provide clear photos and a written description
Allow us reasonable opportunity to inspect the item
Failure to report within 24 hours may void eligibility for a refund.
6. Refund Method
If a refund is approved:
Refunds will be issued to the original payment method
Processing times may vary depending on payment provider
7. Deposits
All deposits are non-refundable unless we are unable to supply the item.
8. Custom Orders or Special Holds
Items held or reserved at customer request are non-refundable.
9. Contact Us
Urban Sofa
Brisbane, Queensland
Email: hello@urbansofa.com.au
Phone: 0478 781 515