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Frequently Asked Questions

Delivery, Returns & Exchanges

Terms and Conditions of Sale

TERMS AND CONDITIONS OF SALE

1. Order Confirmation:

Upon placing an order, you will receive an email confirmation with the details of your purchase. Please review this confirmation and notify us immediately of any discrepancies.

2. Sales Orders

All sales orders are irrevocable and cancellation through no fault of Urban Rhythm will result in the deposit being forfeited. Orders canceled within 24 hours of purchase will be accepted. Canceling an order will forfeit the initial 50% deposit if the order has began processing and manufacturing has begun on custom made furniture.

Refunds for change of mind are not typically provided by Urban Rhythm. Upon approval and at the discretion of Urban Rhythm refunds may be issued, subject to a 25% restocking fee. This fee, equivalent to 25% of the purchase price, accounts for the various costs associated with processing returns incurred by our small business.

2. Quoted ETA

ETA is an APPROXIMATION only & calculated from the date when the full deposit of 50% is received & all the final selections for the order have been confirmed including fabric & stain colours etc.

"ETA" is quoted in good faith as an approximate guide to indicate when you are likely to receive delivery of your furniture. Manufacturing times vary between suppliers and imports are at least a 2 week wait for processing and preparation. Delays caused by unforeseen circumstances beyond our control occasionally occur, for which we will not be liable for any compensation. Urban Rhythm is not at fault for circumstances beyond our control.

3. Delivery

Will it fit through the door?

Customers are solely responsible to ensure that goods ordered will fit the intended space and that there is adequate access for delivery.

Your delivery charge is levied on the basis of a 2 person crew performing a delivery as per your description regarding accessibility. Additional charges will apply if delivery is different from that which was advised .

4. Final Payment

Final payment of your Sales Order must be made within 14 days of receiving dispatch notification. Dispatchment will only occur after final payment is received. Storage fees may be charged on orders where delivery is postponed by the Customer.

5. Returns:

Urban Rhythm must approve any returns with Sales Order number and photos of defects. Urban Rhythm is not responsible for transport or freight costs.

Returns, exchanges and refunds are at the discretion of Urban Rhythm. Returns are not permitted for custom made furniture. We will accept returns within 7 days of the delivery date if there is a manufacturing defect. Refunds for change of mind are not typically provided by Urban Rhythm. Upon approval and at the discretion of Urban Rhythm, refunds for change of mind may be issued, subject to a 25% restocking fee. This fee, equivalent to 25% of the purchase price, accounts for the various costs associated with processing and holding costs incurred.

To initiate a return, please contact our customer service team by emailing us directly with photos and descriptions of defect. This must be done within 24 hours of delivery. Contact us immediately at aftersales@urbanrhythm.com.au

Small homeware items must be unused and in their original condition and packaging for a refund. Rugs must be rolled and contained in the original unopened plastic. Accessories will need to be in original boxes.

Return shipping costs are the responsibility of the customer. If Urban Rhythm is at fault transport will be covered by Urban Rhythm.

6. Damaged or Defective Items:

In the rare event that you receive a damaged or defective item, please **TAKE PHOTOS** as soon as possible on delivery date and contact us immediately

Returns, exchanges and refunds are at the discretion of Urban Rhythm.

7. Custom and Made-to-Order Items:

Custom and made-to-order items are non-returnable unless there is a manufacturing defect.

8. Warranty:

Our Australian-made furniture comes with a 10-year conditional warranty for sofa frames and manufacturing defects. Our Australian-made timber furniture comes with a 5-year warranty against structural failure. Imported products are 12 months.

Please refer to the warranty card included with your purchase for details. or Contact us for a copy of the warranty.

9. Contact Information:

For any questions or concerns regarding our terms and refund policy, please contact our customer service team at aftersales@urbanrhythm.com.au

Additional Information:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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.

For substantial furniture items, in addition to the consumer guarantees contained in the ACL, Urban Rhythm provides you, the original purchaser, under conditions of normal domestic use (locally made products only), with a conditional warranty – 5 years for timber; 10 years for sofas.

Please note, this conditional warranty obligates customers to pay close attention to the care and maintenance of their purchases. It also excludes all reasonable wear and tear, and damage caused by neglect, negligence and accidents. A copy of our warranty, together with care instructions, will be provided with each furniture delivery. 

Do not leave your furniture in direct sunlight. This damages fabric by bleaching the colour, drying out the fibres. Sunlight also applies to timber tables, marble tops and any natural material. Sunlight will cause marble to yellow and become discoloured. Timber tables will split and dry out. 

Exposure to excessive moisture and humidity will also damage natural materials like timber and marble. Timber will warp and cause bowing. UR is not responsible for incorrect maintenance and care and negligence.  

Feather items require maintenance and REGULAR PLUMPING. Plumping cushions require physical force to aerate the feathers in the cushions. Refer to our care guide.

Product warranty issues can be raised with us via our Contact Us Form. This is the fastest way for your issue to be addressed.

Note: This terms and refund policy is subject to change without notice if updates and additions are added.

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.

Return Policy - RUGS

Q: Can I take the full size display rug home to see if it works?


A: No. We are not able to offer the option to take the showroom display home to test. Loan Samples are available to borrow to confirm the rug will work with the interior scheme.


Q: What if I buy the rug and I don’t like it?


A: A restocking fee will be incurred for returning a rug with no manufacturing faults.
The restocking fee of 20% of purchase price covers various costs incurred to our small business when processing returns.


We offer loan samples for our rugs. They are available to test first to confirm you are happy with the choice. Also visiting the Rug Collection or Weave Rugs to see all colours and sizes is an option. Urban Rhythm can facilitate an appointment.

 Returns will involve:

  1. If the rug is new, opened and displayed in home when a refund or exchange is requested, a restocking fee of 20% of the purchase price is charged for each product being returned. If the rug is in its original condition rolled and wrapped and was not opened, a full refund may be possible. Please contact us for help.
  2. Delivery fee back to the supplier of $175 **

(Delivery charges go directly to delivery companies never to Urban Rhythm.)

** Delivery fees can change depending on location of collection & if the customer returns the rug to the showroom.


LOAN SAMPLES – MUST BE RETURNED IN 24 HOURS / NEXT DAY


We have options of the A4 samples or the smaller samples from the black case.


DOOR MAT 50x80cm RUG SAMPLES ARE NOT AVAILABLE FOR LOAN.


If the sample is required for a longer period this can obtained directly from the supplier – Weave or The Rug Collection.

Return Policy - CUSTOM SOFAS

After purchasing, we are not required to provide a refund or replacement if you change your mind. But you can choose a refund or exchange if an item has a major problem.

Our sales consultants will remind you to measure your customised item to your space. Also, remember to measure your doorway and any entryway that may hinder your new customised piece from being delivered.

As a reminder, transportation costs are nonrefundable.

Can I pick up my furniture instead of paying for delivery?

No problem. If your furniture is small and portable (e.g. bar stools, coffee tables etc.), a family car with hatch back may be sufficient in most cases for pickups. Assuming you have carefully considered the sizes and established the appropriate vehicle, please come equipped with all necessary packing materials such as blankets and ties, as well as sufficient man power to load and pack. Even if we are able to help lift, we are prohibited to pack or load on your behalf due to insurance restrictions, therefore it is entirely your responsibility to ensure that your furniture is safely loaded to prevent any potential damage sustained on the journey home.

To avoid facing potentially lengthy waits or disappointments, pick-ups from our Carrum Downs warehouse must be pre-booked (preferably by email) with our warehouse manager, usually for between 9:30 am – 4:30 pm Monday to Friday (please allow for packing time). Not unlike a new car, most furniture items require pre-delivery preparation or brought down from our high storage racks with fork lift.

What do I need to pick up my furniture?

PICK UP AT SHOWROOMS MUST BE WITHIN 7 DAYS or it will be transferred to our warehouse.

Can you lift it?

We do not have staff in the showrooms or warehouse to assist with heavy items. Most furniture items are heavy, requiring two strong people to lift, they can be awkwardly shaped and difficult to grip. Our delivery service specializes in furniture transport.

Before you leave the store, take a moment and check that you can actually lift the item
without injury.


Pick up location

As our showrooms do not have warehouse space, the pick up of all orders (except small
accessory items, barstools and floor stock clearance) is from our warehouse located in
Carrum Downs.


Small accessory items and barstools can be collected from our showrooms, however sales
staff are not permitted to assist you outside the store.


Floor stock clearance items that are larger than small accessory items and barstools are to be moved from the showroom floor without assistance from showroom staff. Any damage in transit or to the showroom or other items will be the responsibility of the person moving the item.


Will it fit into your vehicle?

Ensure that you have the dimensions of your item (including packaging if applicable) noted before you leave the store.

Check that you have a suitably sized vehicle to carry your item. For an average sized coffee table, the minimum vehicle requirement would be for a medium to large hatchback.

Measure the available interior space of the vehicle and the door openings as these will
dictate the size that can be fitted inside.

For larger pieces an enclosed vehicle like a van or small truck is recommended. Avoid
open vehicles like a ute or trailer. Prepare your vehicle before you arrive.

Make sure that you have removed all unnecessary items, shopping bags etc. & folded the
seats down & removed child seats.


What to bring
A second person to help you to lift. Showroom staff are not permitted to assist with the
moving of furniture. Warehouse staff (one person) are located only at Carrum Downs.

Sufficient padding material to protect furniture items. Professional carriers wraps each
piece in removalist’s blankets as they are being loaded onto the truck and unwrap them
when unloading. Choose similar padding especially for timber items, you’ll probably need twice the quantity you think. Old wool blankets, quilts or sheets are ideal. Do not use old painters drop sheets, the dried paint spots will be abrasive on timber surfaces.

Nylon webbing to secure your load if using a van or truck. You will need to tie down your
items to avoid them moving in transit. Nylon webbing is recommended, this is what the
professionals use. Avoid rope and do not use ratchet tightening for timber especially.


Warehouse pick up is by Appointment only

How does my order get delivered?

Once your order is placed, you will recieve confirmation when it is ready. Your details will have been forwarded to our carriers. Our carriers/delivery drivers will contact you directly to organise a suitable delivery day.

Delivery fees are non-refundable.

What address details do you need from me?

For a smooth and efficient delivery service, please check that you have given us the correct address and contact numbers of your intended delivery location (this is essential if customers are moving house). It is important that you provide us with a number that you are likely to answer during business hours, or at least offer a message bank service. Should any delivery details change throughout the manufacturing period, please contact us immediately. We would appreciate if you can provide us with your e-mail address at the time of purchase; it certainly will be very helpful if we need to communicate with you.

Do you deliver outside Metropolitan Melbourne?

Yes. We often have interstate and country customers, and are happy to deliver to most major towns and cities in Australia.

If you would like to organise your own transport company, we are able to deliver to your regional or interstate carrier’s depot for you. On your request, we can also find a carrier and get a quote for you, to help tee up the whole process for a small fee. Please feel free to get in touch with us for more information.

Furniture is a very personal and tactile experience: we always recommend that you experience our products - to see and touch them in person - before purchasing.

Can I delay my delivery for a later date?

Our warehouse capacity is limited and is only sufficient for goods “in transit”, therefore we are unable to provide longer storage and will require that all goods be delivered or collected within two weeks after their arrival at our warehouse. In exceptional circumstances we can extend the storage time of your goods to a maximum of 4 weeks; however we respectfully request that the outstanding balance be paid in full upon your request for extension.

*Storage fees (at the current market rate) will be charged for goods not delivered or collected within 30 days after arrival at our warehouse.*

How will I know when my furniture is ready for delivery?

Once your furniture is ready for delivery our warehouse manager will email/call you to schedule a delivery date. As delivery route planning is determined by a third-party truck company, please understand that we are unable to give you a precise time for delivery.

Most deliveries, although not all, are done in the morning. Please ensure someone is at home ready to receive your goods on the appointed day. In the event there is no-one home to receive your furniture on the appointed day, a second delivery will be scheduled at your cost.

If you require a delivery at a particular day or window of time, please notify our warehouse manager via the Contact Us form. Our warehouse manager will call you to organise your delivery via a taxi truck, please note that this may incur an additional cost.

What is the Conditional Warranty on Upholstered Furniture?

At Urban Rhythm, our interest in your furniture doesn’t expire with the expiration of the warranty. Should any remedial action be required, we’ll endeavour to provide any practical advice and assistance. However, as the purchaser, you’re expected to exercise appropriate duty of care. As prevention is better than the cure, we highly recommend close attention to the care and maintenance of products purchased. Please refer to care guides provided at purchase.

Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). Customers 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 industry acceptable quality and the failure does not amount to a major failure. In addition to ACL, Urban Rhythm provides the original purchaser, under conditions of normal domestic use, with the following conditional warranty.

What is covered?

Australian made upholstered furniture is warranted against structural failure due to faulty workmanship or materials in frames and seat supporting systems for 10 years. Sofa and occasional chair seat cushions are warranted to be free from manufacturing defects and against the loss of foam resiliency for 10 years. While foam will soften, it will not lose its ability to recover from compression. Over time, polyester wraps and feather casing used to create surface softness are expected to lose some of the initial loft. This may contribute to cushion flattening or fabric puddling, this is considered normal wear and tear. Stitching, tailoring, sewn seams and zipper closures are warranted against defects in workmanship or failure for years. Functional mechanisms (if any) are covered with a 12 months warranty, this excludes failure due to improper use.

Imported upholstered furniture is warranted against any structural failure or defect caused by either faulty workmanship or material for 12 months.

What is not covered?

CONDITIONAL WARRANTY DOES NOT COVER THE FOLLOWING:

A reduction of cushion loft and improper maintenance. Settling and compression of filling materials will occur. Your sofa is meant to give but still keep its firmness. Please try out our sofas in store. This will demonstrate typical firmness or softness. Feather Wrap products need special care and continuous plumping. We encourage you to fluff your cushions every week if they are feather and approximately every 30 days for foam filling. This will help retain the shape of the cushions and prevent any indentations or deformation. Basic physics principles cause all cushion material to compress under pressure. Over time and repeated use, the cushions get compressed and without plumping and turning, the cushions will not keep their original shape and fullness.

Premature cushion wear resulting from failure to follow standard care procedures as well as fabric damage or stains resulting from improper cleaning methods or fading due to excessive exposure to sunlight is excluded from warranty.

Damage caused by alteration or modifications, misuse, negligence or accident. This includes dining chair damage evidently caused by “excessive weight” or caused by “leaning back on the rear legs and/or repeated rocking motion” is excluded from warranty.

Individual comfort preferences relating to firmness, design, materials and feel. What we demonstrate in store is what you are purchasing.

Natural markings in leather such as variation in grain, wrinkles, skin folds, scars or patterns of original hair follicles are not considered defects and are therefore excluded from warranty.

Natural characteristics of fabrics including slubs, dye lot variation, nap flattening on velvets and chenille are not considered defects and are therefore excluded from warranty.

Pilling is the formation of tiny loose strands or balls of fibre on the surface of a piece of fabric which is a normal occurrence very much like the shedding experienced in a new jumper or new carpet. Pilling is easily removed by means of a pill shaver, and isn’t considered a fabric defect or fault.

Natural characteristics of timber are fully explained in About Timber. Please choose carefully.

Physical and/or structural damages from improper use and abuse. Including, but not limited to, stains, burns, tears, cuts, or liquid damage resulting from use by the customer. This includes jumping on furniture, exposing it to extreme temperatures, full force slamming objects or bodies on furniture causing breakage.

Damage incurred by transportation after delivery from Urban Rhythm is not covered under warranty.

Damage resulting from washing or drying the non-removable sofa covers. It is not advised to remove sofa upholstery. Please contact Urban Rhythm if you would like changes to your cushions. We can facilitate coordinating replacements.

Any minor manufacturing flaws to the product or packaging including, but not limited to, cosmetic flaws such as uneven stitching, or features in timber products, dented or dirty boxes, etc.

Damage due to use with an inappropriate flooring. If any product is repeatedly used on uneven flooring, foundation or rough surfaces, this will cause breakages or damage to any piece.

A copy of our warranty, together with care instructions, will be provided with each furniture delivery.

Making a Warranty Claim

To make a claim, use the contact us form or contact the store. Make sure you provide us with
the Sales Order Number, date of purchase and a brief description of the issue. A photograph attached will always help to speed up the resolution process. Once lodged, expect follow-up contact within 5 business days.

Within the first 24 months of the warranty period, Urban Rhythm’s representative, if necessary, will make a house call to assess the claim in the customer’s home (Metropolitan Melbourne only) at no charge. Once the defect is established to be due to faulty workmanship or material, Urban Rhythm will decide the appropriate remedial action under the ACL, repair or replace any product under claim at its cost. Otherwise, rectification if required, will be entirely at the customer’s expense. Return of faulty goods to Urban Rhythm’s warehouse will be at Urban Rhythm’s cost; cost of transportation of repaired goods to the customer’s home will be at the customer’s expense. Goods are not to be sent to Urban Rhythm
until Urban Rhythm has authorised such action. After 2 months, the cost incurred for all remedial action will be borne jointly by the customer and Urban Rhythm, on a “pro-rata” basis. For example, after 8 years of a 10 year warranty, customer to pay 80% of cost of repair. Any rectification for defect not due to faulty workmanship or materials will be entirely at the customer’s expense.

Please note this document supersedes all other warranties expressed or implied and no representative or person is authorised to assume for Urban Rhythm any other liability in connection with the sale of its products. Urban Rhythm reserves the sole discretion to alter the terms of this warranty as it sees fit so long as it satisfies all requirements set out by the current ACL. This warranty is given by Urban Rhythm, F2/28-30 Silkwood Rise, Carrum Downs, VIC 3201.

Ordering

Will the furniture fit in my house?

Always inform us at the Point Of Sale what the delivery truck is likely to face. If there are awkward access ways, steep driveways, stairs, or lifts, please ask us for a “Difficult Access Questionnaire” to fill in. From this, we will make an assessment to either provide a larger delivery crew, modify the construction of the piece(s) that won’t fit, or suggest to you a more appropriately sized piece. Often with a little clever pre-planning, most access challenges can be overcome. Let us know if you have any doubts; being prepared is the key.How do I know if Urban Rhythm offers the lowest price for the furniture I want?

We never strive to be the cheapest in town, but we are always mindful of providing exceptional value for money: in terms of style and quality, as well as intangibles like before-sales advice and after-sales service. We know that our prices are competitive; they are always fair and reasonable as thousands of satisfied customers have told us so. Unlike supermarket-like bulk stores, you will never be just a number here.

Can I cancel my order?

If production has not started on your order, it may be possible to cancel the order within 24 hours. Please keep in mind the time and care we put into assisting our customers with their purchases. We aim to work with you until you are comfortable with your final product. We are Made to Order. A Customised order is extremely difficult to cancel once in production.

There are no Refunds or Exchanges on customized orders. All other products are at our discretion.

If change of mind, cancellation is subject to a 20% restocking fee.

As a reminder, transportation costs are nonrefundable.

How do I find out how my order is progressing?

Please be advised that we are unable to provide progress reports of your order during the course of production (i.e. before the estimated delivery date). No news means we expect everything is running on track. However, we emphasise that the delivery dates quoted are approximate and based on good faith. Once production has commenced on your order no change or alteration is possible. However, we will certainly communicate with you should we encounter an unexpected delay or issues which require a decision from you. For other questions relating to your order prior to delivery, ask us via the Contact Us form.

When do I make the final payment?

Our warehouse manager will get in touch with you by email to make final payment approximately two weeks before your scheduled delivery date. All payment details, including available payment methods, will be included in the email.

Get in touch

Have questions about your order, or a general enquiry?