Shipping & Returns

Pre-Order Policy

To place a pre-order with CASA ROYALE, a 50% deposit is required. The remaining balance is due upon the arrival of your order at our warehouse, typically between 8–12 weeks. Please note that delays may occur due to circumstances beyond our control. Pre-orders are final once the advance payment is received and cannot be cancelled, returned or refunded for change of mind. This does not limit any rights or remedies available under the Australian Consumer Law, including rights that may apply where goods have a major failure. By making an advance payment, you agree to the terms and conditions of this pre-order sale.

When your pre-order arrives at our warehouse, you will be notified and must pay the remaining balance within 14 days. Delivery should be taken within 21 days of notification. Additional storage charges will apply after 21 days, and we reserve the right to sell pre-order items if delivery is not taken within 30 days. By placing a pre-order, you acknowledge the wait time and agree to the terms set out on our website, including accepting the product's size and colour.

Delivery and assembly may incur additional costs. Please inspect products on delivery and report any transport damage promptly. Minor marks or variations will be assessed in context and do not affect any rights under the Australian Consumer Law.

Returns

All pre-orders are considered custom-made goods and are non-returnable for change of mind. This does not limit any rights or remedies available under the Australian Consumer Law for issues relating to product description, fitness for purpose, acceptable quality or other consumer guarantees.

Cancellation

Pre-orders are custom orders, and cancellation will result in forfeiting all or part of your payment. Pre-orders typically take 8–12 weeks to arrive but may be delayed due to factors such as customs clearance and inclement weather. By paying in advance, you accept the risk and agree to the terms. Pre-orders cannot be cancelled without forfeiting the payment, except where the Australian Consumer Law provides otherwise.

Pre-Order Policy FAQ

Can I cancel a pre-order?

Pre-orders cannot generally be cancelled for change of mind once the item has been ordered from the factory specifically for you. This does not limit any rights you may have under the Australian Consumer Law.

How long will the shipment take?

Pre-orders are expected to be delivered approximately 8–12 weeks from the date of purchase, though delays beyond our control may extend this timeframe.

Return & Exchange Policy

At CASA ROYALE, we value your satisfaction. Our return policy is designed to give you confidence in your purchases. We believe that a clear refund or exchange policy is essential to build trust and ensure you can shop with peace of mind.

Orders can be cancelled within 48 hours, except for SALE items. Refunds are not typically provided for change of mind, wrong selection or finding cheaper alternatives elsewhere. No change-of-mind refunds are available after 48 hours. If granted, change-of-mind refunds incur a 50% restocking fee and return freight costs. Customised, SALE or as-is items are not eligible for change-of-mind returns unless CASA ROYALE agrees otherwise. Items sold “as is” are not eligible for change-of-mind refunds or exchanges. Your rights under the Australian Consumer Law continue to apply, except in relation to faults or defects that were specifically disclosed to you before purchase to the extent permitted by law.

Refunds for incorrect decisions or if the purchase cannot fit through your doors are not provided.

Warranty Information

This Refund, Return and Repair Policy applies to purchases made online and in-store. CASA ROYALE recommends inspecting delivered or collected goods promptly to ensure they match the order and to help identify any delivery damage or visible concerns.

Goods Damaged in Transit

If goods arrive damaged, contact us as soon as possible. Notify the driver of any visible damage upon delivery where practicable and record it on the delivery docket. CASA ROYALE will review the circumstances and assess the appropriate remedy. Prompt reporting assists our investigation but does not limit or exclude your rights under the Australian Consumer Law.

Refunds

Approved refunds will be processed by CASA ROYALE Pty Ltd within a reasonable timeframe and in accordance with applicable law.

Delivery and Return Costs

For claims under the Australian Consumer Law, transport, collection and return costs will be handled as required by law. For voluntary warranty inspections where no covered structural defect or failure under the Australian Consumer Law is found, the customer may be responsible for reasonable inspection and transport costs where permitted by law.

Returns and Repairs

For returns or repairs, contact CASA ROYALE. A staff member will assist with the claim and any required inspection. For large furniture, CASA ROYALE may determine an appropriate inspection arrangement. Repair and assessment times vary depending on the product and issue. Charges may apply where damage is caused by misuse, accidental damage or other circumstances not covered by this voluntary warranty or the Australian Consumer Law.

1-Year Structural Warranty

CASA ROYALE Pty Ltd provides a voluntary 12-month structural warranty on furniture purchased for normal residential use. The warranty period starts on the date the product is delivered or collected. This voluntary warranty is additional to, and does not replace or limit, your rights under the Australian Consumer Law.

What This Voluntary Warranty Covers

This voluntary warranty covers structural failure caused by a manufacturing defect in the product's load-bearing structure during normal residential use, including:

  • Internal load-bearing frames.
  • Structural joints and supports.
  • Structural bases, legs, bed rails, slats or support systems where the failure is caused by a manufacturing defect and not by impact, misuse, overloading or accidental damage.

For sofas and upholstered furniture, this warranty applies to the internal structural frame and structural supports only. It does not cover upholstery, comfort materials, decorative finishes or other non-structural components.

What This Voluntary Warranty Does Not Cover

The 1-Year Structural Warranty does not cover:

  • Fabric, velvet, leather, faux leather, suede or other upholstery and coverings, including stains, fading, colour transfer, pilling, snagging, pulls, cuts, tears, burns, pet damage, liquid damage or damage caused by cleaning products.
  • Cushions, foam, padding, feather or fibre filling, stitching, seams, zips, buttons, piping or decorative trims.
  • Paint, lacquer, powder coating, timber veneer, PVD, plating or other decorative finishes, or stone, marble, glass, ceramic and similar surfaces, including scratches, chips, dents, staining, etching, discolouration or corrosion.
  • Recliner, motion, electrical, electronic or mechanical components, because this voluntary warranty is limited to structural components.
  • Normal wear and tear, cushion softening, minor settling or normal changes in appearance caused by use.
  • Damage caused by misuse, accidental impact, improper care, incorrect cleaning, harsh chemicals, improper assembly, modification, moving or dragging furniture, overloading, pets, heat, excessive moisture, sunlight or environmental exposure.
  • Commercial, rental or non-residential use unless CASA ROYALE agrees otherwise in writing.
  • Natural variations in timber grain, stone veining, shade, texture or other inherent material characteristics that are not defects.

Important: These exclusions apply only to CASA ROYALE's voluntary 1-Year Structural Warranty. They do not exclude or limit any rights you may have under the Australian Consumer Law. A genuine defect in upholstery, finishes, mechanisms or another non-structural component may still be assessed separately under the Australian Consumer Law.

How to Make a Warranty Claim

To make a claim, contact CASA ROYALE Pty Ltd as soon as reasonably possible after becoming aware of the issue. Please provide proof of purchase, photographs or video of the issue, and a description of when and how the issue occurred.

CASA ROYALE Pty Ltd
70 Sustainable Drive
Craigieburn VIC 3064
Australia
Email: info@casaroyale.com.au
Phone: 0435 116 247

Inspection Process

CASA ROYALE may require the product to be inspected at the customer's premises, showroom or warehouse, depending on the product and issue. Photographs alone may not be sufficient to determine whether an issue is a covered structural manufacturing defect.

If an inspection confirms a manufacturing defect covered by the 1-Year Structural Warranty, CASA ROYALE will repair the structural defect, replace the affected structural component or product, or provide another appropriate remedy, subject always to your rights under the Australian Consumer Law.

If no covered structural defect or failure under the Australian Consumer Law is found, or if damage resulted from misuse, accidental damage, improper care, environmental exposure or normal wear and tear, the voluntary warranty claim may be declined and reasonable inspection or transport costs may be charged where permitted by law.

PVD Stainless Steel Finish – Care

Our premium stainless steel furniture may feature a decorative PVD (Physical Vapour Deposition) finish. PVD and other decorative finishes are not covered by CASA ROYALE's voluntary 1-Year Structural Warranty. This does not limit any rights you may have under the Australian Consumer Law if a finish has a genuine manufacturing defect or otherwise fails an applicable consumer guarantee.

Decorative finishes require appropriate care and maintenance.

Care and Damage Exclusions

The voluntary structural warranty does not cover cosmetic finish damage or changes resulting from:

  • Incorrect cleaning methods.
  • Use of bleach, ammonia, acetone, solvents or harsh chemicals.
  • Acidic or alkaline cleaning products.
  • Metal polish, abrasive cleaners, steel wool or scouring pads.
  • Scratches, chips, dents or impact damage.
  • Damage caused by dragging or dropping objects onto the furniture.
  • Heat damage or burns.
  • Exposure to salt air, pool chemicals, excessive moisture or corrosive environments.
  • Improper use, misuse, neglect or accidental damage.
  • Commercial use unless specifically approved.
  • Normal wear and tear associated with everyday use.
  • Fine surface scratches or minor cosmetic changes that naturally occur during normal use.

Decorative finishes may develop minor surface marks over time. Whether an issue is a defect or normal wear will depend on the circumstances and, where applicable, will be assessed consistently with the Australian Consumer Law.

Care Instructions

  • Clean only with a soft microfibre cloth.
  • Use warm water or a mild pH-neutral detergent.
  • Dry the surface immediately after cleaning.
  • Avoid leaving water, chemicals or cleaning products on the surface.
  • Never use abrasive cloths, steel wool or scouring pads.
  • Never use bleach, ammonia, acetone, acids, metal polish or solvent-based cleaners.

Failure to follow these care instructions may cause cosmetic damage that is not covered by the voluntary 1-Year Structural Warranty. Your rights under the Australian Consumer Law remain unaffected.

Cosmetic Issues

Customers are encouraged to inspect their furniture carefully upon delivery or collection. Please report any visible cosmetic concern within 48 hours where possible so CASA ROYALE can investigate while the delivery details are fresh.

Reports made after this period may require inspection to determine whether the issue was present at delivery or occurred after the product was received. The 48-hour reporting request does not limit or exclude your rights under the Australian Consumer Law.

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.

Customer Responsibility

Customers are responsible for using and maintaining furniture in accordance with CASA ROYALE's care instructions. Damage resulting from improper use, incorrect cleaning, accidental damage or environmental conditions is not covered by the voluntary 1-Year Structural Warranty. This does not affect any rights available under the Australian Consumer Law where goods fail an applicable consumer guarantee.

Goodwill Gestures

Any repair, replacement, refund or discount provided by CASA ROYALE as a goodwill gesture is made without admission of liability and does not constitute acceptance that the product is defective or create an ongoing entitlement to future remedies. This does not limit any rights or remedies available under the Australian Consumer Law.

Evidence of Defect

CASA ROYALE may request photographs, videos, proof of purchase and/or inspection of the product before determining whether a voluntary warranty claim is covered or assessing a claim under the Australian Consumer Law.

Contact Us

For questions, warranty claims or concerns about your order, contact CASA ROYALE Pty Ltd at info@casaroyale.com.au, call 0435 116 247, or visit 70 Sustainable Drive, Craigieburn VIC 3064, Australia.