Last updated: September 2025

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Grounded in care, clarity, and the Australian Consumer Law (ACL)

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At The W Room, we take great care in curating crystals, home décor, and small furniture that bring harmony and balance into your space. Every piece is chosen or handcrafted with intention and love.

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We understand that sometimes things don’t go as planned, so we’ve created a fair and transparent return policy that honours both your experience and our responsibilities under the Australian Consumer Law (ACL).

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1. Your Rights Under Australian Consumer Law

Your rights as a customer are protected under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

You are entitled to a repair, replacement, or refund if a product you purchase:

• is faulty or defective,

• is not as described,

• does not perform as expected or advertised, or

• is unsafe to use.

These consumer guarantees cannot be excluded and apply to all purchases made through The W Room.

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2. Change of Mind Returns

Because many of our pieces are one-of-a-kind, natural, or handcrafted, we’re unable to offer refunds or exchanges for change of mind on:

• crystals and natural stones; and

• custom-made or pre-order furniture.

For small, non-custom furniture or décor pieces, we may offer a store credit or exchange at our discretion, provided:

• you contact us within 7 days of receiving your item;

• the item is unused, in its original packaging, and in saleable condition; and

• you cover the return shipping.

We appreciate your understanding that mindful purchasing helps us reduce waste and preserve the care that goes into each item.

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3. Faulty, Damaged, or Incorrect Items

If your item arrives damaged, faulty, or not as described, please contact us within 7 days of delivery at wellness@thewroom.com.au with:

• your order number,

• clear photos of the item and packaging, and

• a brief description of what’s wrong.

Once reviewed, we’ll happily offer replacement, or refund in line with ACL requirements.
If a return is needed, we’ll provide a prepaid shipping label so you’re not out of pocket.

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4. Natural Beauty & Variations

Please keep in mind that crystals and other natural materials are perfectly imperfect.
Variations in colour, pattern, shape, or texture are part of their unique beauty and not considered faults. We see these differences as part of their healing charm and individuality.

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5. Custom & Handcrafted Furniture

Custom and handcrafted furniture is made with special care to reflect your personal space and energy. Once production has begun, refunds or cancellations cannot be offered unless the item is faulty or significantly different from its description.

We thoroughly inspect every piece before it leaves our studio, but if something arrives not as it should, please reach out right away so we can make it right. Second grade selection is sold as is and is promoted "as is".

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6. How to Request a Return

To start a return or exchange, please email hello@thewroom.com.au with:

• Your full name and order number

• The item(s) you wish to return

• A short explanation and photos (if applicable)

• Please state if you require a refund or exchange on product(s)

• We will guide you with clarity on returns. 
   

Send Returns to:

The W Room
Unit 1 / 25A Muller Road
Hampstead Gardens
South Australia 5086

We will only refund shipping charges if we have sent the wrong item or the item sent it detective.

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7. Refund Timing

Once your return is received and approved, refunds (where applicable) will be processed via your original payment method (the credit card must be the same). Please allow 1–3 business days for your bank or payment provider to complete the process.

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8. Need Support?

We’re here to help you feel confident and cared for.
If you have any questions about your order or our returns process, please reach out to us anytime:

📧 wellness@thewroom.com.au
🌐 www.thewroom.com.au
📍 Based in Australia

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In Alignment With

This policy is guided by the Australian Consumer Law (ACL) and the Australian Competition and Consumer Commission (ACCC) guidelines.
You can read more about your consumer rights at: www.accc.gov.au

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The W Room is built on honesty, mindfulness, and integrity — values that extend to the way we handle returns and care for our community.

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