Delivery & Returns

1. Delivery Policy

Millen Homes Pty Ltd offers delivery services to customers located in Brisbane and surrounding areas, as well as selected regional and interstate locations.

1.1 Delivery Options

Standard Delivery: Most orders are dispatched within 3–5 business days of confirmation, subject to stock availability.
Click & Collect: Orders can be collected from our showroom at 162 Kerry Road, Archerfield QLD 4108 during business hours. Customers will be notified when their order is ready for pickup.
Special Deliveries: For large, heavy, or fragile items, we may arrange direct delivery or coordinate with a third-party freight carrier.

1.2 Delivery Fees

Delivery charges are calculated based on product size, weight, quantity, and destination.
Delivery costs will be confirmed at checkout or provided in a manual quote before dispatch.
Additional charges may apply for remote areas, upper-floor deliveries, or non-standard access requirements.

1.3 Delivery Timeframes

Estimated delivery timeframes are indicative only and may vary based on stock availability, courier delays, or public holidays. Millen Homes will inform customers of any significant delivery delays.

1.4 Delivery Acceptance & Inspection

All goods are inspected and confirmed to be in good condition prior to dispatch.
Deliveries must be received and signed for by the customer or an authorised representative.
Customers are responsible for inspecting all items upon delivery or collection.
Any claims relating to damaged, faulty, or missing goods must be submitted in writing within 7 days of delivery or collection.
Claims made after this 7-day period may not be accepted.

2. Returns Policy

At Millen Homes, customer satisfaction is a priority. Our returns policy is outlined below.

2.1 Change of Mind & Approved Returns

Change-of-mind returns are not automatically accepted and must receive prior written approval from Millen Homes before the goods are returned.

All approved returns are subject to the following restocking fees:

20% restocking fee for returns within 14 days of purchase.
50% restocking fee for returns between 14–30 days from the date of purchase.
Returns will not be accepted after 30 days from the date of purchase.

All returns must:

Be approved in writing by Millen Homes prior to return.
Be accompanied by the original invoice.
Be unused and uninstalled.
Be in their original condition.
Include all original packaging and accessories.
Be in a condition suitable for resale.

2.2 Faulty or Damaged Goods

If a product arrives damaged or faulty:

Notify Millen Homes in writing within 7 days of delivery or collection.
Do not install or use the item.
Provide a clear description and photographs of the issue.
Retain all original packaging where possible.

Once assessed, Millen Homes will arrange an appropriate remedy, which may include repair, replacement, or refund, where applicable under the relevant warranty and Australian Consumer Law.

2.3 Incorrect Items Received

If you receive an incorrect item, please contact us before installation or use.
Claims must be submitted in writing within 7 days of delivery or collection.
Millen Homes will arrange the correct item and cover the cost of return and re-delivery where the incorrect item was supplied by Millen Homes.

2.4 Return Conditions

All returns must be pre-approved in writing by Millen Homes.
All approved returns must be accompanied by the original invoice.
Return shipping is the responsibility of the customer unless the product is faulty or was supplied incorrectly.
Products must be unused, uninstalled, in their original condition, and returned with all original packaging.
Items that have been installed, used, damaged, altered, or are otherwise not in resalable condition will not be accepted for return.
Custom-made or special-order items are non-returnable unless faulty or otherwise required to be remedied under Australian Consumer Law.

2.5 Non-Returnable Products

Returns or change-of-mind requests are not accepted for all Aulic and Covey products once the order has been placed and payment has been received.
Custom-made and specially ordered products are also non-returnable unless faulty or otherwise subject to a remedy under Australian Consumer Law.

3. How to Lodge a Return or Claim

To initiate a return or raise a product concern:

Email info@millenhomes.com.au with your order number, a description of the issue, and supporting photographs.
Or call our team during business hours on 07 3568 4632.
We will review your request and respond within 3 business days.

Important: Returns must not be sent back without prior written approval from Millen Homes.

4. Refunds

Refunds will be processed once returned goods have been received, inspected, and approved.

Refunds are issued via the original payment method.
Approved change-of-mind returns are subject to the applicable restocking fee outlined above.
Please allow 5–7 business days for refund processing once a refund has been approved.
Only items that meet the applicable return criteria will be eligible for a refund.
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to consumers under the Australian Consumer Law.