Refund policy

Last updated: 15 October 2026

This policy covers faulty products, change-of-mind returns and our 12-month warranty. It forms part of our Terms of Service.

1. Your rights come first

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.

In New Zealand, our goods come with guarantees under the Consumer Guarantees Act 1993. If a failure is of a substantial character or can't be fixed, you can reject the goods and choose a refund or replacement, or keep them and claim for their drop in value. For other failures, we may choose to repair, replace or refund within a reasonable time. If we don't, you can have the failure fixed elsewhere and claim the reasonable cost from us, or reject the goods. You can also claim for other reasonably foreseeable loss.

Our change-of-mind policy (section 3) and our warranty (section 4) are extras, on top of these rights. Nothing in this policy limits them.

2. Faulty, damaged, wrong or not-as-described products

Email hello@houseofdune.com.au with your order number, a short description and photos. For a major failure (Australia) or a failure of a substantial character (New Zealand), you choose a refund or replacement. For other failures, we'll repair or replace the product or refund you. We pay the return shipping, or arrange collection of bulky items.

If your order arrives damaged or something is missing, please tell us as soon as you can, ideally within 48 hours. Telling us later doesn't affect your rights.

3. Change-of-mind returns

What you can return. You can return a product within 30 days of delivery if it is:

• unused, with no signs of wear, marks or alterations, and in resellable condition; and
• in its original packaging, including the shipping box.

Some products can't be returned for change of mind (for example, for hygiene reasons). If so, the product page says so.

How we refund you. Change-of-mind returns are given as a House of Dune Gift Card, not a refund to your payment method. Once your return reaches our warehouse and passes inspection, we'll email you a gift card for the price you paid for the product (after any discount). Gift cards issued for returns have no expiry date and can be used on any product.

Delivery costs. You pay return postage, and the original delivery charges aren't credited. If your return takes the rest of your order below our free-delivery threshold, we'll deduct the standard delivery charge that would have applied.

How to return. Email us within 30 days of delivery with your order number and the product you're returning. We'll reply with the return address. Please send it within 14 days of our reply. Use a tracked service: a change-of-mind return is your responsibility until it reaches us.

Exchanges. For a different colour or product, return the item for a gift card and place a new order, or ask us about a direct swap if stock is available.

Pre-orders. The 30 days start when your pre-order is delivered.

When we may decline. We may decline a change-of-mind return that doesn't meet these conditions, or from a customer whose returns show a pattern of abuse. This never affects your rights under section 1.

4. Our 12-month warranty against defects

Warrantor: Ten X Ventures Pty Limited t/a House of Dune (ABN 22 684 103 142) Business address: 2/194 Varsity Parade, WOTSO, Varsity Lakes QLD 4227, Australia Phone: 1800 497 011 (from Australia) Email: hello@houseofdune.com.au

4.1 What it covers. Every House of Dune product bought new from us is warranted to be free from defects in materials and workmanship for 12 months from the date it's delivered to you. A defect must appear within that period for you to claim.

4.2 What it doesn't cover:

• normal wear and tear (for example, fabric softening, and wear from sand, salt water and chlorine over time);
• damage from strong wind, storms, hail or flying debris (umbrellas and cabanas should be closed and packed down in strong wind or when unattended);
• accidents, misuse, modification, or overloading (for the Floating Lounger, more than two people, or standing, jumping or diving onto it), or using the Floating Lounger in the sea, a lake, a river or any water other than a swimming pool;
• damage from not following our care and safety instructions (for example, storing a cover while wet);
• products used for commercial hire or rental.

4.3 What you need to do to claim. Within the warranty period, email hello@houseofdune.com.au, or write to House of Dune, 2/194 Varsity Parade, WOTSO, Varsity Lakes QLD 4227, with:

• a description of the defect;
• photos showing it; and
• your order number or other proof of purchase.

Please keep the product until we've assessed your claim. If we ask, return the product or the faulty part to us: we'll arrange this.

4.4 What we'll do. We'll assess your claim and reply within 5 business days. If the product is defective, we'll repair it, replace it (or the faulty part) or refund you. For New Zealand customers, we may refund where shipping a replacement isn't practical.

4.5 Who pays. We bear the cost of an accepted claim, including return shipping, which we'll arrange where possible. If you pay a cost we've approved in advance (such as postage), email us the receipt within 30 days and we'll reimburse you within 10 business days. If we decline a claim, you bear your own costs of making it; if we asked you to send the product to us, we'll return it at our cost.

4.6 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.

4.7 The benefits to you given by this warranty are in addition to other rights and remedies you have under a law in relation to the goods to which the warranty relates, including the Australian Consumer Law and, in New Zealand, the Consumer Guarantees Act 1993.

5. New Zealand customers

Section 1 sets out your rights under the Consumer Guarantees Act 1993. Our warranty and change-of-mind policy apply to you in the same way. Please contact us by email: our 1800 number can't be called from New Zealand.

6. Bought from a stockist?

You can contact the store you bought from, which is often quickest, or email us and we'll help. Our warranty in section 4 covers products bought from us.

7. Refunds

Refunds go to your original payment method (or the gift card used), for the amount you actually paid. If you paid with Afterpay or Zip, the refund goes to the provider, which adjusts your account. If you dispute a payment with your bank or pay-later provider, we may pause any refund for the same order until the dispute is resolved, so you aren't refunded twice.

8. Contact us

hello@houseofdune.com.au · 1800 497 011 (from Australia, 7am–7pm AEST) · Post: House of Dune, 2/194 Varsity Parade, WOTSO, Varsity Lakes QLD 4227