Refund policy
Welcome to Five Cinnamon. We are glad to have you with us. We strive to make our Returns & Refunds policy easy to understand. Please feel free to contact us if you have any questions.
Return of Products
Change of Mind Returns
If you decide to change your mind, you may return the products within 30 days of receiving them, and we will provide a refund.
Please note that for change of mind returns, you will be responsible for the freight expenses, including the initial shipping from us to you and the return shipping to our warehouse, regardless of any free or reduced shipping promotions at the time of your order.
To initiate a return, please fill the form in Contact Us section or contact our Customer Service team at cs@fivecinnamon.au with your name and order number, and they will assist you further.
When returning items for an exchange, please ensure that they are in "as-new" condition and securely wrapped in the original packaging. This means that the products should not have been used, assembled, damaged, washed, or cleaned.
Please note that certain items are not eligible for return due to a change of mind, such as Made-to-Order products, Mattresses, Bedding, Pillow & Sofa Covers, Clearance or Sale products, Personalised products, and products that are assembled on delivery or installed by us or our contractors.
Upon receiving your return in "as-new" condition, we will process a refund within 5 business days, which will be equal to the price you paid for the product, minus the initial shipping cost and the return shipping cost incurred by us.
We do not accept returns delivered in person to our depots, offices, or warehouse facilities.
Faulty or Damaged Product
If you receive a product with obvious and significant damage to the packaging or the actual product, please document the damage with pictures or a video, refuse the delivery, and contact us immediately.
In case you discover that a product you ordered is incomplete, flawed, defective, or damaged during manufacturing after delivery, please take pictures or videos that clearly show the issue and contact us as soon as possible, preferably within three days of receiving the delivery.
The appropriate course of action for any product flaw will depend on the type of defect. Please note that under the Australian Consumer Law, certain guarantees cannot be excluded for the products you purchase from us, and we will work with you to find a solution that aligns with your rights.
Cancellation of Order
You can request a refund for the products you ordered if you decide to cancel all or part of your order before it reaches the dispatch processing stage (including shipping), provided that there are no other products remaining on the order to be shipped. After the dispatch processing stage, cancellations and alterations are only allowed with our consent. We recommend contacting us as soon as possible after placing your order if you wish to cancel, as we process orders promptly, often within hours. Once an item has shipped, it cannot be cancelled. Please note that "made to order" items are not returnable under any circumstances.
Exchange of Products
Unfortunately, we do not accept returns for product exchanges. If you wish to exchange an item, please return it according to our Returns policy and place a new order for the desired item.
Our Rights
We reserve the right to refuse a return if we cannot reasonably verify that you purchased the product from us or if the damage is not covered by our Faults & Damages policy.
Warranties of Any Kind
For certain products, we may offer warranties against defects or specific structural warranties for a specified period from the date of purchase. Please refer to the product description on our website for any applicable warranties and their terms and conditions.
Some products may be subject to separate manufacturer's warranties, which will be indicated on the relevant product page. If you experience an issue with a product covered by a manufacturer's warranty, we recommend contacting the manufacturer directly for a faster assessment and remedy. However, if you prefer our assistance or are dissatisfied with the resolution, please contact us for help.
Occasionally, products on our website may be covered by different manufacturer's warranties, and the relevant information will be provided on the product page. If you encounter a problem with a product under a manufacturer's warranty, we suggest reaching out to the manufacturer for a quicker resolution. If you would like our assistance or are unhappy with the resolution, please contact us for support.
Return of Products
Change of Mind Returns
If you decide to change your mind, you may return the products within 30 days of receiving them, and we will provide a refund.
Please note that for change of mind returns, you will be responsible for the freight expenses, including the initial shipping from us to you and the return shipping to our warehouse, regardless of any free or reduced shipping promotions at the time of your order.
To initiate a return, please fill the form in Contact Us section or contact our Customer Service team at cs@fivecinnamon.au with your name and order number, and they will assist you further.
When returning items for an exchange, please ensure that they are in "as-new" condition and securely wrapped in the original packaging. This means that the products should not have been used, assembled, damaged, washed, or cleaned.
Please note that certain items are not eligible for return due to a change of mind, such as Made-to-Order products, Mattresses, Bedding, Pillow & Sofa Covers, Clearance or Sale products, Personalised products, and products that are assembled on delivery or installed by us or our contractors.
Upon receiving your return in "as-new" condition, we will process a refund within 5 business days, which will be equal to the price you paid for the product, minus the initial shipping cost and the return shipping cost incurred by us.
We do not accept returns delivered in person to our depots, offices, or warehouse facilities.
Faulty or Damaged Product
If you receive a product with obvious and significant damage to the packaging or the actual product, please document the damage with pictures or a video, refuse the delivery, and contact us immediately.
In case you discover that a product you ordered is incomplete, flawed, defective, or damaged during manufacturing after delivery, please take pictures or videos that clearly show the issue and contact us as soon as possible, preferably within three days of receiving the delivery.
The appropriate course of action for any product flaw will depend on the type of defect. Please note that under the Australian Consumer Law, certain guarantees cannot be excluded for the products you purchase from us, and we will work with you to find a solution that aligns with your rights.
Cancellation of Order
You can request a refund for the products you ordered if you decide to cancel all or part of your order before it reaches the dispatch processing stage (including shipping), provided that there are no other products remaining on the order to be shipped. After the dispatch processing stage, cancellations and alterations are only allowed with our consent. We recommend contacting us as soon as possible after placing your order if you wish to cancel, as we process orders promptly, often within hours. Once an item has shipped, it cannot be cancelled. Please note that "made to order" items are not returnable under any circumstances.
Exchange of Products
Unfortunately, we do not accept returns for product exchanges. If you wish to exchange an item, please return it according to our Returns policy and place a new order for the desired item.
Our Rights
We reserve the right to refuse a return if we cannot reasonably verify that you purchased the product from us or if the damage is not covered by our Faults & Damages policy.
Warranties of Any Kind
For certain products, we may offer warranties against defects or specific structural warranties for a specified period from the date of purchase. Please refer to the product description on our website for any applicable warranties and their terms and conditions.
Some products may be subject to separate manufacturer's warranties, which will be indicated on the relevant product page. If you experience an issue with a product covered by a manufacturer's warranty, we recommend contacting the manufacturer directly for a faster assessment and remedy. However, if you prefer our assistance or are dissatisfied with the resolution, please contact us for help.
Occasionally, products on our website may be covered by different manufacturer's warranties, and the relevant information will be provided on the product page. If you encounter a problem with a product under a manufacturer's warranty, we suggest reaching out to the manufacturer for a quicker resolution. If you would like our assistance or are unhappy with the resolution, please contact us for support.