Refund policy
storejoanna.com is operated by Black Ants Group Pty Ltd (ABN 77 682 530 801), trading as Store Joanna, 1b Mangarra Road, Canterbury, Victoria 3126, Australia. That is our business address, not a returns address. Please don't send anything there without contacting us first.
Every piece is made to order
Store Joanna furniture is made for you after you order. Each piece is built by our furniture maker in China, then shipped to Australia and delivered to your door, free, within 45 days of your order. Making to order is how we keep our prices low, and it shapes the cancellation and change-of-mind terms below. It does not reduce your rights under the Australian Consumer Law in any way.
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
A failure is major when, for example, the goods:
- have a problem that would have stopped you buying them had you known about it
- are unsafe
- are significantly different from the description, photos or sample shown to you
- are substantially unfit for their normal purpose and can't easily be made fit within a reasonable time
- are unfit for a particular purpose you told us about before you bought them, and can't easily be made fit within a reasonable time
When there is a major failure, you choose the remedy, not us. You can reject the goods and take a full refund, reject them and take an identical replacement, or keep them and ask us to compensate you for the drop in their value. We won't insist on a repair instead, and we will never offer store credit in place of a refund you are entitled to. Whichever you choose, you can also claim compensation for any other reasonably foreseeable loss or damage the failure has caused you.
Because every piece is made to order, a replacement is a new piece made for you and can take up to 45 days to reach you, like your original order. If you'd rather not wait, take the refund. That is your choice, not ours.
Where a failure is not major, we will choose between repairing the goods, replacing them or refunding you, and we will tell you which, and how long it will take, within five business days of you contacting us. If we then fail to fix the problem, or take longer than is reasonable, you can reject the goods and choose a refund or a replacement instead, or have the problem fixed elsewhere and send us the bill for the reasonable cost.
Nothing in this policy limits, restricts or modifies those rights. Where anything here appears to conflict with them, your rights under the law apply.
Faulty, damaged, wrong or not-as-described goods
Email us at joanna@storejoanna.com and tell us what has gone wrong. Your order number or confirmation email helps us find your order, but we can also look it up from your email address. Photos help us sort things out faster, but a photo is not a condition of your claim, and we won't refuse a remedy because you can't provide one.
- There is no short reporting window. How long the consumer guarantees last depends on the product and what you paid for it. If something has failed sooner than you would reasonably expect, contact us, however long ago you bought it.
- Damage in delivery: if you can, check your furniture when it arrives and tell us about any damage as soon as you notice it. This makes it easier for us to claim against the carrier. It is a request, not a condition: if you find damage later, you are still covered.
- We will never ask you to send anything overseas. If we need a faulty or damaged piece back, we arrange the collection and we pay for it. Often we can resolve the problem from your description and photos without a return at all.
- Refunds go back to your original payment method. We process them within five business days of agreeing the refund with you. How long your bank then takes is out of our hands.
Solid timber and measurements
Our furniture is made from real timber, so the grain, knots and tone vary from piece to piece and may differ a little from the photos. That natural variation is a feature of solid wood, not a fault. Walnut-tone pieces are oak with a walnut-coloured finish. Sizes may vary by up to about 10 mm between production batches. If what arrives is significantly different from the photos or description, that is not normal variation: it is a failure, and you are covered as set out above.
Change of mind
Because each piece is made for you after you order, we don't accept returns or give refunds for a change of mind, for example if you no longer want the piece, chose the wrong colour or size, or it doesn't suit your room. Please check the measurements and colour carefully before you order, and email joanna@storejoanna.com if you have any questions first.
This applies only to change of mind. It never applies to goods that are faulty, damaged, wrong, not as described, or not delivered on time.
Cancelling your order
- Within 48 hours of ordering: you can cancel for any reason and we will refund you in full. Email joanna@storejoanna.com with your order number. We go by the time your email reaches us.
- After 48 hours: your piece is being made for you, so we can't cancel an order for a change of mind.
- At any time, you can cancel for a full refund if we can't deliver within 45 days of your order (see below), if we tell you about a delay you don't want to accept, or if we can't supply what you ordered.
Orders that are late
We deliver within 45 days of your order. If your order hasn't arrived within 45 days, you can cancel it and receive a full refund, or choose to keep waiting. Email joanna@storejoanna.com. We'll tell you exactly where your order is within two business days, and you don't need to wait for that answer before asking for your refund.
If we learn before the 45 days are up that your order will be late, we'll email you straight away with a new estimated date, and you can choose to wait or cancel for a full refund.
Product safety and recalls
We import the furniture we sell. Because our maker has no place of business in Australia, the Australian Consumer Law treats us as the manufacturer, and we accept that responsibility. You never have to chase an overseas factory. You deal with us.
If a product we sold you has caused, or may have caused, death, serious injury or serious illness to anyone, tell us immediately at joanna@storejoanna.com with SAFETY in the subject line, and stop using the product. We are required by law to notify the Commonwealth Minister within two days of becoming aware of an incident like this, so please contact us even if you're not certain, even if the injury turned out to be minor, and even if you no longer have the item.
If we recall a product, we will email every customer we supplied it to, publish the recall on this page, and offer a full refund. If we need the product back, we arrange and pay for its collection.
You can also report an unsafe product to the ACCC at productsafety.gov.au.
How to contact us
Email joanna@storejoanna.com. We aim to reply within one business day, Monday to Friday, and you will always hear from us within three.
If we can't sort it out
If you're not happy with how we've handled a problem, you can contact your state or territory consumer protection agency: Consumer Affairs Victoria (consumer.vic.gov.au), NSW Fair Trading (fairtrading.nsw.gov.au), Queensland Office of Fair Trading (qld.gov.au/fairtrading), Consumer Protection WA (consumerprotection.wa.gov.au), Consumer and Business Services SA (cbs.sa.gov.au), Consumer, Building and Occupational Services Tasmania (cbos.tas.gov.au), Access Canberra (accesscanberra.act.gov.au) or NT Consumer Affairs (consumeraffairs.nt.gov.au). Your state or territory civil and administrative tribunal (VCAT in Victoria) can also hear consumer claims. You can report our conduct to the ACCC at accc.gov.au.
This policy took effect on 28 October 2026 and was last updated on 28 October 2026.