Refund policy
RETURNS & REFUNDS POLICY — CHAIR SOCIETY
Your rights under Australian Consumer Law come first. Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL). When an item is faulty, not of acceptable quality, or not as described, you are entitled to a remedy regardless of the timeframes and conditions on this page, which apply only to change-of-mind returns.
1. CHANGE-OF-MIND RETURNS
If you change your mind about a purchase, we will accept a return provided ALL of the following conditions are met:
- The return request is made within 14 days of delivery;
- The item is unused, in its original condition, and in its original packaging with all tags, labels, accessories, manuals, and free gifts intact;
- You provide proof of purchase (tax invoice, order confirmation email, or bank statement showing the transaction);
- The item is not in one of the excluded categories listed in Section 5.
Restocking fee. Change-of-mind returns are subject to a restocking fee of 15% of the purchase price of the returned item(s). This fee covers inspection, repackaging, and restocking costs. It is deducted from your refund, and it is only ever applied to change-of-mind returns — it is NEVER charged on faulty, damaged, or incorrect items. The fee is disclosed here before you purchase, and our team will confirm it to you when you request a return.
2. REFUNDS, EXCHANGES AND STORE CREDIT FOR CHANGE-OF-MIND RETURNS
Refund to original payment method: purchase price less the 15% restocking fee, processed within 5 business days of the returned item passing inspection. Your bank may take a further 2–5 business days to display it.
Exchange: no restocking fee applies to a straight exchange for the same item in a different size or colour, provided the original item meets the conditions in Section 1. Any price difference is charged or refunded separately.
Store credit: full purchase price issued as store credit (no restocking fee deducted) where you request credit instead of a refund.
3. WHO PAYS RETURN SHIPPING
- Change-of-mind returns: you pay the return postage or freight.
- Faulty, damaged, or incorrect items: we pay reasonable return shipping costs. Do not pay to send an item back before contacting us — we will arrange a prepaid label or reimburse reasonable postage on presentation of a receipt.
4. DAMAGED, INCORRECT, OR MISSING ITEMS
Please inspect your order when it arrives. If an item arrives damaged, is not what you ordered, or is missing from your order, contact us within 7 days of delivery, with your order number and, where possible, photographs of the item and packaging.
Reporting within 7 days helps us resolve the issue quickly and lodge claims with our carriers. However, reporting after 7 days does not remove your rights: if an item is faulty, damaged, or not as described, you remain entitled to a remedy under the ACL regardless of when you report it.
Items damaged in transit, incorrect items sent, and items missing from an order are not change-of-mind returns — no restocking fee applies, and you can choose a replacement or a full refund.
5. EXCLUSIONS FROM CHANGE-OF-MIND RETURNS
The following cannot be returned for change of mind (ACL remedies still apply if the item is faulty or not as described):
- Custom-made, personalised, or special-order items;
- Perishable goods (including food and plants);
- Personal hygiene items where the seal has been broken;
- Gift cards and vouchers;
- Clearance or sale items marked as final sale at checkout, where the discount is 50% or more;
- Digital downloads and software activation codes that have been redeemed.
6. FAULTY ITEMS — YOUR CONSUMER GUARANTEES
Our products 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.
Major failure — the item is significantly different from its description, unsafe, substantially unusable, or has a serious defect. You may choose a refund, replacement, or compensation for the drop in value.
Minor failure — we may choose to repair or replace the item within a reasonable time. If we cannot do so, you may choose a refund.
There is no fixed time limit for making a consumer guarantee claim. What is reasonable depends on the type of product and its price — a chair that is well made can reasonably be expected to last for years of normal use. Claims for faulty goods are assessed against the consumer guarantees, not against the 14-day change-of-mind window.
7. HOW TO MAKE A RETURN
1. Contact us via our website contact page (chairsociety.com.au), by email at info@chairsociety.com.au, or by phone on 1300 003 107 during business hours, with your order number and the reason for the return.
2. We will confirm whether your return is approved, tell you whether the 15% restocking fee applies, and provide return instructions.
3. Package the item securely (the original packaging is best) and send it, or wait for our courier collection if we arranged it.
4. Once the item arrives, we inspect it within 3 business days and notify you of the outcome. If the item does not meet the return conditions (e.g. it is used or incomplete), we will contact you to discuss the options before processing anything.
8. REFUND PROCESSING
Approved refunds are issued to your original payment method within 5 business days of the returned item passing inspection. Refunds are made in the same currency as the original payment; we cannot refund to a different card or account.
9. QUESTIONS
Contact Chair Society:
- Website: chairsociety.com.au — send us a message via the contact page
- Phone: 1300 003 107 during business hours
- Email: info@chairsociety.com.au
This policy applies to purchases made from Chair Society (ABN 54 120 080 855). It should be read together with our Terms of service and Privacy Policy. If you believe we have not met our obligations, you may also contact the ACCC (accc.gov.au) or your state or territory consumer protection agency.