Under Australian Consumer Law (ACL), customers are entitled to remedies including repair, replacement, or refund where products have a major failure, are not as described, are not fit for purpose, or do not meet consumer guarantees.

Where a product issue is considered minor, Ambient Lounge may choose to repair or replace the item within a reasonable timeframe.

Thankfully, genuine manufacturing faults are very rare due to the high quality standards of Ambient Lounge products and materials. However, if something is not right, we’ll always work with you to resolve it fairly and professionally.

If you believe your item has arrived faulty, damaged, or incorrect, please contact us as soon as possible with:

• your order number
• a description of the issue
• clear photos and/or video of the product
• photos of any packaging if relevant
• Our team will assess the issue and determine the most appropriate resolution, which may include: replacement parts, repair, replacement product, partial compensation, store credit refund

Where a manufacturing fault is confirmed, Ambient Lounge will arrange or cover reasonable return freight costs where required.

Please note:

Soft furniture and textile products may occasionally display minor cosmetic characteristics that do not affect functionality, including slight fabric tension variations, settling, filling distribution differences, or small loose threads. Many minor textile irregularities can be easily adjusted during normal ownership and do not necessarily constitute a manufacturing fault under Australian Consumer Law.

Eligible cover-only products and accessories may generally be returned under our change-of-mind policy if they meet the conditions above.

For approved cover returns:

• Ambient Lounge will issue an Australia Post returns label
• Customers are responsible for lodging the parcel at their local Australia Post outlet
• Return freight costs will be deducted from the refund amount unless otherwise agreed

Please note:

Ambient Lounge does not provide home collection services for standard cover returns.

Ambient Lounge Rebound Foam products use compressed orthopedic foam mattress systems similar to premium mattress-in-a-box products.

Because these products expand significantly once opened and cannot reasonably be recompressed for resale or hygienic handling, special return conditions apply.

Unopened Rebound Foam Products

Unopened and fully sealed rebound foam products may be eligible for return approval under our standard change-of-mind policy, with return freight costs payable by the customer.

Opened Rebound Foam Products

For hygiene, handling, compression, and freight reasons, opened rebound foam mattress products cannot be returned for change-of-mind purposes.

This does not affect your rights under Australian Consumer Law in cases involving verified manufacturing faults or major product failures.

Due to hygiene, handling, and freight considerations, loose filling products including beads and SoLuxe

filling are non-returnable once opened.

Please contact our team before purchase if you would like guidance regarding firmness, fill levels,

comfort, or product suitability.

Ambient Lounge modular furniture and large filled products are oversized soft-furniture products that involve significant freight, filling, and handling requirements.

Because these items are often:

• custom filled
• oversized
• freight-subsidised
• difficult to transport once assembled or expanded

We strongly encourage customers to contact our team before purchase for assistance with:

• sizing
• layouts
• fill selection
• comfort preferences
• styling
• space planning
• fabric recommendations

Change-of-mind returns are generally not accepted for:

• pre-filled modular furniture
• assembled furniture
• expanded foam products
• opened filling products

unless required under Australian Consumer Law.

For approved change-of-mind returns:

• customers are responsible for all return shipping costs
• customers are responsible for ensuring items are adequately packaged for safe return transit

Where a product is confirmed to have a manufacturing fault or major issue, Ambient Lounge will arrange or reimburse reasonable return freight costs where applicable.

Orders may sometimes be cancelled prior to dispatch.

However:

• once an order has been dispatched
• filled
• custom prepared
• compressed
• freight booked
• or specially ordered

cancellation may no longer be possible.

Please contact us as soon as possible if you need assistance regarding an order.