30 Day Returns
30 Day Returns
Buying a chair online is hard. You cannot feel the mesh tension, the seat firmness or the recline from a photograph, and if you cannot get to a showroom you are making the decision on faith. So we give you 30 days.
What follows is the honest version of what that covers, because a returns promise that turns out to have conditions you did not expect is worse than no promise at all.
Two different things, and only one of them has conditions
If the product is faulty, damaged or not as described, none of the conditions below apply to you. Your rights come from the Australian Consumer Law, we pay the freight both ways, and no fee is charged. Skip to our returns policy or just call us on 02 9640 0642.
If you have simply changed your mind, that is what this page covers, and it is a courtesy rather than a legal right. Here are the terms.
The condition that matters most
The product has to still be in its sealed packaging. Once a chair has been unboxed, assembled or used, it can no longer be returned for change of mind. We cannot sell an assembled chair as new, so those items are final sale.
We would rather tell you that in bold, on this page, than have you discover it after you have built the chair. If you are unsure which model or size is right, call us on 02 9640 0642 or visit the Pyrmont showroom before you open the box. Ten minutes on the phone is cheaper than a chair you cannot return.
The full terms
- Request the return within 30 days of delivery, and get our agreement before sending anything back. Goods returned without prior agreement may be refused.
- The product must be unused, unassembled, undamaged, in its original unopened packaging and fully marketable.
- You are responsible for return freight and insurance to our warehouse, and for the original outbound delivery cost.
- A restocking fee of 7.5% of the purchase price is deducted from your refund.
- We will confirm every one of those figures in writing before you send anything back, so you know exactly what you will receive.
- Approved refunds are processed within 7 days of us receiving and inspecting the goods, to your original payment method.
Made-to-order and installed products
Made-to-order goods, including custom fabric, finish and configuration choices, can be cancelled, but material and labour costs already committed are not credited. Acoustic pods and similar installed products cannot be returned for change of mind once installed, though they can be cancelled before installation with costs already incurred deducted. Talk to us early — what is recoverable depends on how far the order has progressed.
Your rights are not affected by any of this
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing on this page limits those rights. The 30-day window, the packaging condition, the restocking fee and the freight costs apply to change-of-mind returns only, and never to a faulty-goods claim.
Full terms are in our returns and refunds policy, and warranty terms for every brand we sell are on our warranty page. Questions before you order: 02 9640 0642 or our contact page.