Refund policy

At PGR Furniture, we are committed to providing high-quality furniture and a seamless purchasing experience. Many of our products are custom made, made-to-order, or sourced specifically for each customer. Due to the nature of furniture manufacturing and logistics, please review our policy carefully before placing your order.

Change of Mind Policy

PGR Furniture does not offer refunds, returns, or exchanges for change of mind.

This includes:

  • Change of preference after ordering
  • Incorrect colour or style selection
  • Changes to room design or requirements
  • Incorrect measurements provided by the customer
  • Deciding the item no longer suits your space

We strongly recommend carefully reviewing all product information, dimensions, finishes, materials, and access requirements before confirming your order.

Our team is available to assist with any questions before purchase to ensure the correct selection is made.

Custom & Made-to-Order Furniture

Many PGR Furniture pieces are custom manufactured or produced specifically for each customer.

Once an order has been confirmed and production has commenced, the order cannot be cancelled, modified, exchanged, or refunded.

This applies to:

  • Custom-made furniture
  • Special orders
  • Custom colours or finishes
  • Custom sizing
  • Upholstered items
  • Designer pieces made to specification
  • Products sourced specifically for the customer

Production begins after order confirmation, and materials, labour, and manufacturing resources are allocated specifically to your order.

Product Images, Colours & Materials

PGR Furniture makes every effort to ensure product images accurately represent our furniture.

However, please note:

  • Colours may vary slightly due to lighting, photography, and individual screen settings
  • Natural materials such as timber, stone, marble, leather, and fabric will have unique variations
  • Timber grain, stone veining, texture, and colour differences are natural characteristics and not considered defects
  • Upholstery fabrics may vary slightly between batches

These natural variations contribute to the uniqueness and character of each piece.

Customers requiring specific colour matching or material confirmation should contact our team before purchase.

Furniture Dimensions & Access Requirements

Customers are responsible for ensuring the furniture will fit within their property before ordering.

Please carefully measure:

  • Entry doors
  • Hallways
  • Staircases
  • Lift dimensions
  • Building access points
  • Room dimensions

PGR Furniture is not responsible for unsuccessful delivery due to inadequate access.

Additional delivery, handling, or re-delivery fees may apply if access requirements have not been considered.

Delivery Policy

Delivery timeframes provided are estimates and may vary depending on:

  • Production schedules
  • Supplier availability
  • Freight conditions
  • Custom requirements
  • Location

PGR Furniture will provide updates where possible throughout the production and delivery process.

Delivery fees are non-refundable once freight arrangements have commenced or delivery services have been booked.

Where free shipping is offered, the actual freight costs incurred may be deducted from any approved credit or refund amount.

Damaged or Faulty Items

We carefully inspect and package all furniture before dispatch.

If your item arrives damaged, you must notify PGR Furniture within 48 hours of delivery.

Please provide:

  • Photos of the packaging
  • Photos/videos of the damage
  • Order details
  • Description of the issue

This allows our team to assess the situation and work toward an appropriate resolution.

Approved claims may be resolved through:

  • Replacement parts
  • Repairs
  • Replacement of the affected item

Refunds are not provided for minor variations, natural material characteristics, or issues caused after delivery.

Failure to notify us within the required timeframe may affect our ability to assess and resolve the issue.

Delivery Access & Installation

Customers selecting delivery services must ensure:

  • Clear access is available
  • Pathways are prepared
  • Furniture can safely enter the property
  • Any building requirements are communicated before delivery

PGR Furniture is not responsible for damage caused by customer-provided access conditions or unsuitable placement areas.

Order Changes

Any requests to modify an order must be made before production begins.

Changes may include:

  • Colour selection
  • Fabric selection
  • Measurements
  • Configuration adjustments

Approval is subject to production capability.

Once production has commenced, no changes can be accepted.

Pricing & Promotions

PGR Furniture reserves the right to update pricing, promotions, and product availability at any time.

Discounts, promotional pricing, and special offers are valid only during the stated promotional period.

Once an order has been confirmed and payment received, the agreed purchase price will remain applicable.

Customer Responsibility

By placing an order with PGR Furniture, customers acknowledge and agree that:

  • They have reviewed product details and dimensions
  • They understand furniture may have natural material variations
  • They accept the stated production and delivery timeframes
  • They understand custom and made-to-order items cannot be cancelled once production begins
  • They have confirmed the product is suitable for their intended space

PGR Furniture is committed to delivering quality furniture and assisting customers throughout the ordering process. Our team is available to answer any questions before purchase to help ensure the best possible outcome.