Returns, refunds and cancellations

Start with the reason for the return

Your reason determines the deadline, the remedy and who pays the direct return cost. We show the eligible routes before you submit the request. Start online at the returns page using the order number and email used for the order, or contact [Complete before publication: customer-service email address].

Online cooling-off: you changed your mind

For goods covered by ECTA section 44, you may cancel without reason or penalty within seven days after receiving them.

• Tell us clearly that you are cancelling within the seven-day period.
• You are responsible only for the direct cost of returning the chair.
• We will explain the collection options and the actual cost before you commit. This is a large parcel, so the cost can be significant and varies by address.
• Keep the chair reasonably safe and available for return.
• We will refund the payment within 30 days after cancellation, as ECTA requires.

We will not add a handling or cancellation penalty to this statutory right. Statutory exclusions can apply to particular goods, but we will rely on one only where it lawfully applies.

CPA quality claim: something is wrong

If, within six months after delivery, the chair is unsafe, defective, not reasonably suitable for its ordinary purpose, not of good quality, not in good working order, not durable for a reasonable period, or not as described, you may direct us to:

1. repair it;
2. replace it; or
3. refund the price.

That election is yours under CPA sections 55 and 56. We arrange and pay the collection, assessment, repair, replacement and redelivery required for a valid claim. If the repair does not remedy the problem, or a further failure, defect or unsafe feature is discovered within three months after the repair, we will replace the chair or refund you as required by the CPA.

The six-month implied warranty does not erase other CPA rights concerning reasonable durability, unsafe goods, product liability, an express warranty or a misrepresentation.

Incorrect, incomplete or transit-damaged delivery

Tell us promptly if the wrong item arrived, parts are missing, or the parcel was damaged in transit. We will investigate and provide the remedy required by law at our cost. Prompt photographs help us deal with the carrier but are not a condition that removes your statutory rights.

Any advertised trial

A voluntary trial applies only when its duration and conditions were advertised on the product page and recorded with your order. The order lookup will show it as a return route only when it applies. A trial is additional to your ECTA and CPA rights and does not replace or shorten them. Who pays collection under a trial is determined by the trial terms recorded with that order.

How the process works

1. Find the order through the public returns page or your account.
2. Choose the accurate reason. We tell you the legal basis, available remedy and cost bearer before submission.
3. Give a useful description and, if available, photographs. Optional overseas image analysis requires separate consent and never decides your remedy.
4. We send a return reference and collection instructions.
5. We keep you informed while the return is received and resolved.

Do not send the chair without a return reference unless we agree in writing; this helps us identify and protect the parcel. We will not use that process to obstruct a lawful return.

Condition and packaging

For a change-of-mind return, take reasonable care of the chair and return all supplied parts. Original packaging helps prevent damage but is not an automatic condition of a statutory right. For a defect claim, reasonable use needed to discover the defect is not misuse.

Refunds

Approved refunds normally go to the original payment method. Bank and provider processing times can vary after we issue a refund. We will not deduct return delivery where the law makes us responsible for it. We may refuse a fraudulent or legally invalid claim, but will give reasons and preserve your complaint rights.

Cancellations before dispatch

Ask us as soon as possible. If cancellation is still operationally possible, we will stop dispatch and refund the payment. If the order has already entered delivery, the statutory route that fits the circumstances applies.

Need help or disagree with an outcome?

Contact [Complete before publication: customer-service email address] or [Complete before publication: customer-service telephone number]. If we cannot resolve a consumer-goods complaint, you may approach the Consumer Goods and Services Ombud, the National Consumer Commission, or another forum available by law.