The Goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you.

At One stop furniture shop we want you to have a fulfilling shopping experience either in-store or on-line. To assist you, we have set out our returns policy below. For warranty claims see our (warranty claims section) We want you to love your new furniture.

There are no refunds or returns for change of mind after any applicable cooling off period above. Non-returnable items excluded from all change of mind returns include:

• Special Orders
• mattresses, bedding, pillows and, sofas, sofa covers.
• Goods sold “As is”

Of course, our Quality Guarantee will continue to apply. And please remember, refunds or returns are only available where the product is returned undamaged, in its original condition and packaging, complete with instruction manuals, assembly instructions and accessories. You are also responsible for all transportation costs (although we will do what we can to minimise them).

You must provide us with reasonable proof of purchase to obtain a refund, exchange or to repair a product that you have purchased from us. Proof of purchase includes:

• tax Invoice.
• receipt or delivery note for online purchases. Unfortunately, a confirmation email is not sufficient.
• finance documentation.

Whilst we will make every effort to locate transaction receipts through our system if you have lost or misplaced your tax invoice, we will only accept a bank or credit card statement if the amount on that statement directly corresponds to the amount for which the product in question was purchased. Multiple item purchases in one transaction will limit our ability to establish proof of purchase.

Refunds & returns for unsafe, defective or damaged goods or goods which don’t match description:

Your entitlement to a refund, repair or replacement for unsafe, defective or damaged goods is outlined in our guidelines. All faults or defects should be reported to us within 7 days of the defect or fault appearing to avoid any further damage. You may lose the benefit of the guideline unless you abide by its terms. To protect your privacy and ensure funds are returned to the original purchaser, we do not perform refunds over the phone for payments made by eftpos or credit card.

How to make a claim:

Our claim forms and the details on how to claim are available on the Website. Please follow the steps provided in order to submit your claim. We will then assess your claim to determine the nature of the issue, whether you are entitled to a remedy, and the remedy that will be made available to you.

Refunds generally are only paid to the customer whose personal details are noted on the Tax Invoice. Refunds will be processed using the original payment method. If you purchased using a credit card, any refund will be processed to that card. Please note that processing times for refunds to credit/debit cards are outside of our control.

If Goods are delivered and the packaging or the item itself is clearly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We’ll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

If you notice that Goods are damaged after delivery, please take photos or video clearly showing the damage and contact us as soon as possible, ideally within 3 business days of receiving your delivery.

The type of remedy we offer will depend upon the circumstances and are outlined in our guidelines. We will work collaboratively with you to find an outcome that you’re happy with. For example we may:

• arrange a self repair (with an offer of compensation to you).
• arrange a repair by a technician.
• offer a partial or full store credit voucher or refund.
• replace the product (subject to availability).
• offer you alternative Goods.

If you receive the wrong Goods, let us know as soon as possible. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you.

Except to the extent otherwise required by law (including, without limitation, the Australian Consumer Law), One stop furniture shop will not be liable to you, or any other person, for any loss, damage, cost or expense suffered as a direct or indirect result of any delay in you receiving any refund due to you, whether in contract, negligence or otherwise.

To the full extent permitted  law, One stop furniture shop is not liable for any loss of profit, loss of revenue, loss of business, loss of bargain, loss of savings, loss of data, loss or goodwill, loss of reputation, the cost of obtaining replacement or alternative goods or the cost of other remedial measures, or for any indirect, special, economic or consequential loss, arising in connection with any Order or Account.