Policies
Everything we say in writing — privacy, terms, delivery, returns, warranty, care. Tap any card to read.
How we work
The philosophical anchor — the principles every other policy inherits.
How we work
Six principles: honest pricing, honest cadence, samples first, less but better, built to last and refresh, real photos and real reviews.
Required by Australian law
Privacy, terms, cookies, country of origin.
Privacy Policy
What we collect, what we do with it, what we don't. Order records 7 yrs (ATO). No data selling. One-click unsubscribe.
Website Terms & Conditions of Sale
Use of the site, accounts, pricing & order acceptance, IP ownership, governing law.
Cookies & Tracking
Essential, analytics, marketing. Honour DNT and GPC. Cookiebot pending.
Country of Origin
Designed in Australia. Made in China by a partner workshop we've worked with for over a decade.
Transactional
Pricing, payment, delivery, lead times, returns, warranty, damage, cancellation, samples.
Pricing & Payments
The price on a Tuesday is the price. Card, Apple/Google Pay, PayPal, Zip (>$2k), PayPal Pay in 4 (<$2k). All AUD inc GST.
Sample Pack
$1 a fabric, $2 a leather. Up to 6 swatches. Postage included. Cost off your first sofa within 90 days.
Shipping & Delivery
Australia-wide. Door-to-door with inside placement. Quoted at checkout by postcode. NZ / international not offered.
Lead Time & Cadence
8–10 weeks made to order. 5–7 days in stock. Container roughly monthly, ramping.
Returns & Refunds
Made-to-order non-returnable for change of mind. In-stock 14-day window. ACL faulty rights honoured at our cost.
Warranty
10 years frame, 5 cushion fill, 2 cover, 2 mechanism. First owner only. ACL on top.
Damage in Transit
Report within 48 hours with photos. We pay the freight. Repair, replace component, or replace piece — our call.
Cancellation & Changes
24-hour cool-off. Free cancel/change before production starts. Address-only changes after. No cancel after production except force-majeure.
Product
How fabric varies, how covers are replaced, how to care for your piece.
Fabric & Leather Variability
Real materials vary. Within commercial tolerance. Samples are indicative, not exact. Re-orders not guaranteed to dye-match across years.
Cover Replacement
Re-cover by factory re-upholstery. ~12–14 weeks. Roughly 40–60% of original price. Catalogue commitment 7 years.
Custom & Made-to-Order
Customise size, configuration, cover material, colour. Bespoke dimensions for trade only. No customer-supplied fabric for retail.
Care & Cleaning
Vacuum weekly, rotate monthly, blot don't rub. Aniline conditioner every 6 months. No machine wash, no bleach, no steam at temperature.
Assembly
Most pieces pre-assembled. Modules snap together by hand. Optional paid assembly Sydney/Melbourne/Brisbane metro.
Customer service & AI
Response times, complaints, the AI assistant and what it does.
AI Assistant
Retrieval-only, scoped to sizes / materials / lead times / samples / care. Routes to email for anything money-touching.
Contact & Response Times
Email: 1 business day, real human. Mon–Fri 9–5 AEST. Voice agent off-hours.
Complaints & Disputes
Founder reads every complaint. 1-day acknowledge, 5-day resolution proposal. External escalation paths listed.
Trust & comms
Reviews, photography, marketing consent.
Reviews
Six weeks post-delivery. Verbatim including critical. No incentivised reviews. Reviews.io as platform.
Imagery
Real photography wherever possible. Renders only when no photo, clearly labelled. No recolouring or compositing.
Marketing & Email Consent
Spam Act compliance. Opt-in only. Monthly newsletter, no SMS marketing, no third-party data sharing.
Trade & B2B
For interior designers, decorators, architects, and project work.
Trade Account
Tiered: Decorator, Studio, Volume. Approved by us at application. Free sample packs.
Showroom Visits
No public showroom at launch. Sample pack as the equivalent. Trade video calls and Sydney metro workshop visits.
Bulk & Project Orders
5+ pieces is a project. Bespoke quoting. Hospitality / commercial spec available. Milestone payments.
Operational
Closures, force majeure, modern slavery.
Holidays & Closures
22 Dec – 6 Jan annual closure. Chinese New Year impact surfaced from October. NSW public holidays observed.
Force Majeure
Wharf strikes, customs, weather. Proactive email + status banner. Cancel-for-full-refund threshold: 4 weeks beyond arrive-by.
Modern Slavery Statement
Voluntary (sub-$100M turnover). Direct supplier relationship, annual visit, LWG-certified leather.
Last reviewed: 11 May 2026. Operator: Popwood Pty Ltd trading as Sofa Studio. For corrections or questions about any policy, email hello@sofastudio.com.au.