Returns Policy

ergonomicoffice – Refunds & Returns Policy

At ergonomicoffice Pty Limited (“we”, “us”, “our”) we aim to ensure all customers including commercial, government and retail buyers are satisfied with their purchase.
This Refund & Returns Policy applies to all purchases made via our website, by email, by purchase order or through our sales team.

Nothing in this policy limits any rights you may have under the Australian Consumer Law (ACL).

1. Australian Consumer Law – Your Statutory Rights

Under the ACL, consumers are entitled to a repair, replacement or refund if Goods:

  • Are faulty, defective or unsafe

  • Do not match the description or sample

  • Are not fit for their stated purpose

  • Fail to meet other consumer guarantees in the ACL

These rights cannot be excluded by this policy.

For business or government customers, ACL rights apply where the Goods are ordinarily acquired for personal, household, or domestic use, or where the value is under the statutory threshold.

2. Returns & Refunds for Faulty, Damaged or Incorrect Goods

If you receive Goods that are faulty, damaged in transit or not what you ordered please contact us immediately at:

Email: sales@ergonomicoffice.com.au


Phone: 1300 555 930

Please provide:

  • Order number or purchase order reference

  • Description of the issue

  • Photos or video where applicable

We may ask that the Goods be returned for assessment.
Once the issue is confirmed, we will at our discretion or as required under ACL

  • Repair the Goods;

  • Replace the Goods; or

  • Refund the purchase price in full.

If return shipping is required, we may cover or reimburse reasonable freight costs for faulty or incorrect items.

3. Change-of-Mind Returns (Consumers, Business & Government Buyers)

We understand that purchasing ergonomic products sometimes involves trial in the intended workspace.
We may accept change-of-mind returns subject to the following conditions:

Eligibility for Change-of-Mind Returns

  • Goods must be NEW.

  • Goods must be unused, unassembled, and in original packaging

  • Return request must be made within 7 days of delivery

  • Goods must be returned in NEW saleable condition ONLY

Exclusions (cannot be returned for change-of-mind)

  • Custom-made or special-order items

  • Clearance, discontinued, or heavily discounted items

  • Used, assembled or modified Goods

  • Goods showing signs of wear, damage or misuse

  • Bulk, project or contract purchases unless agreed in writing

Costs for Change-of-Mind Returns

  • Return freight is at the Buyer’s expense

  • Original delivery charges may be non-refundable

  • A 10% restocking/handling fee may apply (to cover administrative, warehouse and repackaging costs)

We will advise all costs and conditions before authorising the return. A Return Authority (RA) is required to return goods.

4. Warranty Claims

Many products supplied by ergonomicoffice Pty Limited include a manufacturer’s warranty, such as 3, 5 or 10-year coverage.

Warranty generally covers:

  • Manufacturing defects

  • Frame, weld or component failures under normal use

Warranty does not cover:

  • Depreciated Wear & Tear over time.

  • Damage from misuse or modification

  • Surface damage, fabric damage, stains, or cosmetic deterioration

To lodge a warranty claim, contact us with:

  • Proof of purchase

  • Photos of the issue

  • Description of issue

We may require the Goods to be returned for assessment.

Warranty remedies may include repair, replacement of parts, full replacement or refund depending on the nature of the defect and manufacturer guidelines.

5. Business, Government & Purchase Order Customers

For non-consumer clients (e.g.,  government, corporate, enterprise, OHS/workplace projects):

  • Warranty claims are handled in accordance with the manufacturer’s commercial warranty

  • Change-of-mind returns for contract, tender or project deliveries may be declined unless agreed in writing

Business and government buyers retain ACL rights where applicable.

6. Procedure for All Returns

To request any return (fault, incorrect item, change-of-mind or warranty):

Contact us at sales@ergonomicoffice.com.au

  1. With order number and details.

  2. We will assess eligibility and provide a Return Authorisation (RA) if approved.

  3. Goods must be securely repackaged for transport to prevent damage.

  4. Send the Goods to the return address provided, or await pickup if arranged.

  5. Once returned and assessed, we will process repair, replacement or refund.

Refunds will be issued through the original payment method unless otherwise agreed.

7. Return Freight & Liability

  • For faulty/incorrect Goods: return freight may be reimbursed or covered by us.

  • For change-of-mind returns: the Buyer pays return freight.

  • Risk of damage during return shipping remains with the sender until received by our warehouse.

We recommend choosing a tracked, insured freight option where applicable.

8. Items Not Eligible for Return

Unless required by ACL, we do not accept returns for:

  • Items used, assembled or installed

  • Custom upholstery, special fabric, special colour or non-standard configuration

  • Clearance or “run-out” items

  • Hygiene-sensitive items (e.g., keyboard, mouse, keypad input devices  etc.)

  • Goods damaged due to contaminated, food or drink spills, misuse, alteration, accident or neglect

9. Large Items, Chair Trials & On-Site Evaluations

Where ergonomic chairs or equipment are delivered for workplace trials:

  • Demonstration and Trial Chairs remain the property of ergonomicoffice

  • Trial or Demo items must be returned in original condition

  • Charges may apply for damaged or non-returned Trial Demo stock

  • Trial periods are strictly limited to 10 Days

10. Refund Timeframes

Once returned Goods are received and approved:

  • Refunds are processed within 7 days

  • Card and gateway payments may take 3–5 days to appear depending on your bank

  • EFT refunds will require verified bank details

11. Contact Us

Email: sales@ergonomicoffice.com.au
Phone: 1300 555 930
Returns Address: 4 Ipswich Street FYSHWICK ACT 2609

Please include your full name, invoice number, and Return Authority  in all correspondence