Returns & Refunds Policy

Last updated: 2 June 2026

At Forme Living Co, we want you to feel confident choosing furniture for your home. This Returns Policy explains how change-of-mind returns, unopened boxed returns, faulty items, cancellations, refunds and store credit work.

Forme Living Co is operated by Arlo Living Home Pty Ltd. In this policy, “Forme Living Co”, “we”, “us” and “our” refer to Arlo Living Home Pty Ltd trading as Forme Living Co.

Change-of-mind returns

Change-of-mind returns must be requested within 30 days of delivery.

For standard change-of-mind returns, the item must be unopened, unused and still in its original intact packaging.

If an eligible furniture item has been opened, unboxed, expanded, assembled or used, it must follow our 30-Day Comfort Guarantee process instead.

Eligible furniture items include sofas, accent chairs, ottomans and sofa modules.

We do not accept change-of-mind returns after 30 days.

Unopened boxed returns

Unopened boxed returns may be accepted within 30 days of delivery if the item is:

completely unopened and unused
still in its original packaging
in packaging that is intact and suitable for resale
not ripped, wet, crushed, heavily damaged, resealed or tampered with
approved by Forme Living Co before being sent back

The customer is responsible for arranging and paying for return transport for unopened boxed returns. Return instructions, including the return address, will be provided after your return request has been reviewed and approved.

Please do not send items back without contacting us first. Returns sent without approval may be refused, delayed or returned to sender.

The customer is responsible for the item until it is received by Forme Living Co. If the item is lost, damaged, wet, crushed, opened, resealed or otherwise made unsuitable for resale during return transit, the refund may be declined or a partial refund may be approved at our discretion.

Refunds for unopened boxed returns are processed only after the item has been received and inspected.

Unboxed eligible furniture items

Unboxed eligible furniture items are handled under our 30-Day Comfort Guarantee.

The 30-Day Comfort Guarantee applies to eligible sofas, accent chairs, ottomans and sofa modules that have been unboxed and used in a normal residential home setting. It has its own eligibility requirements, condition standards and return process.

Unboxed returns must be returned as the full item or full configuration purchased. Individual unboxed modules or components cannot be returned separately under the 30-Day Comfort Guarantee.

Modular components

Individual modular components may be returned only if they are completely unopened, unused and still in original intact packaging.

Opened or unboxed modular components cannot be returned individually under the 30-Day Comfort Guarantee. If a modular item has been opened and used, the full item or full configuration purchased must be returned together.

Accessories, covers, care products and add-ons

Smaller accessories, add-ons, removable covers and non-structural products may be returned within 30 days if approved, returned in original packaging, unused or in clean resaleable condition, complete with all labels, inserts and components.

They must not be damaged, stained, washed, altered, marked, affected by odours, exposed to smoke, covered in pet hair or otherwise unsuitable for resale.

Care products, cleaning products, fabric protection products and other consumable items may only be returned if they are unopened, unused and in original packaging. Once opened, used, sprayed, unsealed or tampered with, they are not eligible for change-of-mind returns unless faulty or required under Australian Consumer Law.

Items not eligible for change-of-mind returns

The following items are not eligible for change-of-mind returns or the 30-Day Comfort Guarantee:

clearance items
final sale items
floor stock
display stock
seconds
samples
“as-is” items
gift cards
items not purchased directly from Forme Living Co
items discounted by 35% or more
items used for commercial, rental, Airbnb, short-stay accommodation, property styling, staging, office, hospitality or other business purposes
items damaged, marked, stained, soiled, affected by odours, smoke, pets, mould, misuse, poor care or heavy use

Where possible, clearance, final sale, floor stock, display stock, seconds, sample and “as-is” items will be clearly marked on the product page, invoice or order confirmation.

Cancellations

Orders can be cancelled free of charge before they have been dispatched.

Once an order has been dispatched, it can no longer be cancelled and the relevant returns process will apply.

Pre-orders may be cancelled for a full refund any time before dispatch. Once a pre-order has been dispatched, it can no longer be cancelled and the relevant returns process will apply.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or incorrect, please contact us within 48 hours of delivery where possible.

Please email hello@formeliving.com.au with:

your order number
a description of the issue
clear photos of the packaging
clear photos or videos of the product and the issue

This helps us assess the matter quickly and work with our delivery partners where needed.

This does not limit your rights under Australian Consumer Law.

Refunds and store credit

Approved returns may be refunded to the original payment method or issued as store credit, depending on the return type and your preference.

Refunds and store credit are processed only after the returned item has been received or collected, inspected and approved.

Approved refunds and store credit will be processed within 10 business days after inspection. Bank, card provider, PayPal, Afterpay, Shopify Payments or other payment provider processing times may vary.

Refunds and store credit are based on the amount actually paid for the returned product after discounts or promotions. They do not include any separate original delivery or shipping fee unless required under Australian Consumer Law.

If your order included a separate delivery or shipping fee, that fee is non-refundable for change-of-mind returns unless required under Australian Consumer Law. If your order included complimentary delivery, we will not deduct an additional outbound delivery cost from your refund.

Store credit

Where store credit is offered or selected:

store credit is valid for 12 months from the date issued
store credit can be used on any Forme Living Co product
store credit is issued for the product amount actually paid after discounts
store credit excludes any separate original delivery or shipping fee
store credit is non-transferable and may only be used by the original customer
store credit is not redeemable for cash unless required under Australian Consumer Law
store credit may be used with sale prices, discount codes or promotions unless otherwise stated

Australian Consumer Law

Nothing in this Returns Policy limits your rights under Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. You may be entitled to a replacement, refund or compensation where required by law, including where a product has a major failure or fails to be of acceptable quality.