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

• Deliveries must be received and signed for by the customer or an authorised representative.
  
• It is the customer's responsibility to inspect the goods upon delivery. Any visible damage or missing items must be reported within 48 hours of receipt.
  

2. Returns Policy

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

2.1 Change of Mind Returns

• Change of mind returns are generally not accepted, unless prior written approval is obtained.
  
• If approved, returns may be subject to a restocking fee of up to 20% of the original purchase price.
  
• Products must be returned in original, unopened packaging, unused, and in resaleable condition.
  

2.2 Faulty or Damaged Goods

If a product arrives damaged or faulty:

• Notify us within 48 hours of delivery or collection
  
• Do not install the item
  
• Provide a clear description and photographs of the issue
  
• Retain all packaging where possible
  

Once assessed, we will arrange a repair, replacement, or refund in line with our warranty policy and Australian Consumer Law.

2.3 Incorrect Items Received

• If you receive an incorrect item, please contact us before installation.
  
• Claims must be made within 48 hours of delivery or pickup.
  
• Millen Homes will arrange the correct item and cover the cost of return and re-delivery where applicable.
  

2.4 Return Conditions

• All returns must be pre-approved in writing by Millen Homes
  
• Return shipping is the responsibility of the customer unless the product is faulty or sent in error
  
• Installed, used, damaged, or altered products are not eligible for return
  
• Custom-made or special-order items are non-returnable unless faulty
  

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 photos
  
• Or call our team during business hours on 07 3568 4632
  
• We will review your request and respond within 3 business days
  

4. Refunds

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

• Refunds are issued via the original payment method
  
• Please allow 5–7 business days for processing
  
• Only items that meet all return criteria will be eligible for a refund
  

For further assistance, please contact:

Millen Homes Pty Ltd

Email: info@millenhomes.com.au

Phone: 07 3568 4632

Showroom: 162 Kerry Road, Archerfield QLD 4108