Refund policy

Returns, Refunds and Cancellations

This policy covers two separate things, and it is worth knowing which one applies to you. Part A is about faulty, damaged or misdescribed goods. Those rights come from the Australian Consumer Law. They are not optional, we cannot limit them, and none of the fees or time limits in Part B apply to them. Part B is our voluntary change-of-mind policy, for when there is nothing wrong with the product but you no longer want it.

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law.

Part A — Faulty, damaged or misdescribed goods

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.

In practice, that means:

  1. Major failures
    If the product is unsafe, significantly different from what was described, or would not have been bought by a reasonable person aware of the problem, you choose between a refund or a replacement, and you may also claim compensation for other reasonably foreseeable loss.
  2. Minor failures
    We will repair the product within a reasonable time. If we cannot or do not, you can then choose a refund or replacement.
  3. We pay the freight
    On a faulty-goods claim we cover the cost of getting the product back to us and the remedy to you. You are not out of pocket for returning something that was not right.
  4. No restocking fee applies
    The 7.5% fee in Part B is a change-of-mind fee only and is never charged on a faulty-goods claim.
  5. The 30-day window in Part B does not apply
    Consumer guarantees last for a reasonable period given the price, nature and expected life of the product. On a premium ergonomic chair, that is measured in years, not days.
  6. Unpacking and using the product does not affect these rights
    You cannot discover a fault without using the product, and doing so does not waive anything.

These guarantees apply to goods costing less than $100,000 whether you are buying as a consumer or as a business. Commercial and fit-out clients have the same rights.

Many products we sell also carry a manufacturer's warranty. Those warranties are in addition to your Australian Consumer Law rights and do not replace or limit them. Warranty terms differ by brand, and the specific terms are set out on each product page.

Making a claim: contact us on 02 9640 0642 or through our contact page with your order number and a description of the problem. Photographs help. We will tell you the next step, arrange collection where a return is needed, and keep you informed while the claim is assessed.

Damage in transit: if your order arrives visibly damaged, please tell us as soon as you reasonably can and keep the packaging. This helps us claim against the carrier, but late notice does not remove your rights.

Part B — Change of mind: 30-day returns

If there is nothing wrong with the product and you have simply changed your mind, you have 30 days from delivery to return it. Please read the conditions before ordering, because they are strict.

  1. The product must still be in its sealed packaging
    Once a chair has been removed from its packaging, assembled or used — even briefly — it is no longer eligible for return or cancellation. We cannot resell an assembled or used chair as new, so any such item is final sale for change-of-mind purposes. Please be certain before you open the box. If you are unsure which model or size is right, call us on 02 9640 0642 or visit our Sydney showroom first — we would much rather spend ten minutes helping you choose than have you stuck with the wrong chair. This condition applies to change of mind only and has no bearing on Part A.
  2. Time limit and prior agreement
    Change-of-mind returns must be requested within 30 days of delivery and require our agreement before anything is sent back. Contact us first — goods returned without prior agreement may be refused.
  3. Packaging and condition
    Items must be unused, unassembled, undamaged, in their original unopened packaging and fully marketable. Please ensure the product is well protected and packaged exactly as you received it, and returned to the warehouse nominated by ChairDinkum.com.au. You bear the risk of the goods until they reach us; goods that arrive damaged may not be accepted or may be refunded in part.
  4. Costs you pay on a change-of-mind return
    The original outbound delivery cost (whether or not it was shown separately at checkout), return freight and insurance to our warehouse, and a restocking fee of 7.5% of the purchase price. These are deducted from your refund. We will confirm the actual figures in writing before you send anything back, so you know exactly what you will receive.
  5. Made-to-order items
    Non-standard products (made-to-order sizes, fabrics, finishes or configurations) can be cancelled, but material and labour costs already committed will not be credited.
  6. Installed goods, including acoustic pods
    Once an acoustic pod, booth or similar installed product has been installed, it cannot be returned for change of mind. These products are made to order, delivered by specialist freight and installed on site. You may cancel before installation; costs already incurred at that point — manufacturing, freight, storage and scheduled installation labour — will be deducted. Talk to us as early as possible, because what is recoverable depends on how far the order has progressed. If an installed product is faulty, Part A applies in full.

Part C — Cancelling before delivery

  1. Pre-pick/pack cancellation: $25 admin fee.
  2. Picked/packed but pre-dispatch cancellation: 7.5% restocking fee plus any transport booking costs already incurred.
  3. After dispatch: the order is treated as a change-of-mind return under Part B.

Part D — Refund timing and method

Approved refunds are processed within 7 days of receipt and inspection of the returned goods, to the original payment method. Where deductions apply under Part B, we itemise them so you can see how the figure was reached. Refunds under Part A are not subject to any of the deductions in Part B.

Part E — Delivery times and assembly

Any delivery times quoted are estimates only. Freight schedules, manufacturing lead times and carrier delays are not always within our control, and we will keep you informed if a date moves. Your rights under the Australian Consumer Law, including the guarantee that goods will be supplied within a reasonable time where no time is agreed, are not affected by this. If a delay becomes unreasonable, contact us and we will work through it with you. Cancellations due to delivery delay will incur any delivery costs already incurred, unless the delay amounts to a failure of a consumer guarantee.

If goods are delivered incorrectly or with missing parts, we will correct the order at our cost. Tell us as soon as you notice.

Please follow the manufacturer's assembly instructions supplied with your product, and contact us before proceeding if any component appears damaged or missing. Nothing in this policy limits our liability where liability cannot be limited by law, including under the product liability provisions of the Australian Consumer Law.

Contact us

Chair Dinkum — phone 02 9640 0642 or use our contact form. If you are unhappy with how we have handled a return or a claim, tell us and we will try to resolve it. You can also seek assistance from the Australian Competition and Consumer Commission or your state or territory fair trading office.