Returns & Refunds
CHANGE OF MIND - Order Cancellations, Returns & Exchanges
We understand that sometimes you may change your mind and want to cancel, return or exchange your items.
Order Cancellations
If your order has not been processed for dispatch, the order can be cancelled hassle-free and a full refund will be provided.
If your order has been processed for dispatch, we can request a ‘return to sender’ before this is delivered. Please note ‘return to sender’ requests are at the discretion of the courier and are not always guaranteed.
A 10% restocking fee applies for all returns via 'return to sender' which will be deducted from your refund.
To cancel your order, please contact us as soon as possible.
Change of Mind Returns & Exchanges
We offer a 7-Day Change of Mind return or exchange effective from the day your order is delivered with the following conditions:
- All requests must be submitted within 7 days of receiving your order
- Items returned must be unopened, unused and in original condition and packaging with all parts, accessories and manuals (a photo will be required to confirm this)
- Proof of purchase is required which includes your order number and customer details used to make the purchase
- All returns need to be approved before they are returned, all unapproved returns cannot be accepted
- All returns need to be returned by courier and cannot be dropped off directly at the warehouse
- We are able to arrange the return shipping on most occasions, if so and with your approval, we can provide the pre-paid return shipping labels and deduct the fee from your refund
- For items we are unable to arrange the return shipping, we will provide the return delivery instructions and you will need to arrange the return shipping at your own cost
- A 10% restocking fee will be deducted for all change of mind returns
- A return quote will be arranged specifically for your order including associated return fees and the refund amount
- Once the returned items have been received and inspected, and have met the above conditions, a full refund less any applicable fees will be processed via your original payment method within 1-3 business days
- Pre-arranged bulk orders are unable to be returned due to a change of mind
To request a Change of Mind return or exchange, please submit this via our Return Request Form.
WARRANTY, FAULTS & DEFECTS
If a product you have purchased from Bar Stool Home is found to be faulty, damaged (excluding damage caused by misuse), wrongly described, or breaches a consumer guarantee, we will refund your money, exchange it, or, where possible, replace the faulty parts.
If a faulty product is required to be returned, we will pay for the return delivery fees or refund you for any fees incurred (if pre-arranged).
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. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
Faulty Products On Delivery
If an item is delivered with missing parts, is faulty, defective, or has been damaged during delivery, please submit your information here: Product Warranty & Defects
12-Month Warranty
Shop with confidence with a 12-month warranty on all items for manufacturers' faults and defects. Please find conditions below.
5-Year Warranty
Selected products as indicated on their product pages are covered by a 5-Year Structural Warranty which is limited to genuine defects only and does not cover wear and tear.
Product/s that have been used for a fair length of time prior to the defect being noticed may be subject to reduced compensation at the discretion of Bar Stool Home and/or Bar Stool Home's suppliers.
If a fault arises in a product, you must notify us immediately and cease using the product.
Exclusions For All Warranties
Our Warranty Policies do not cover:
- Normal wear and tear
- Damage arising from improper assembly or modification
- Damage arising from abnormal use or abuse
- Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather, or timber)
- Damage to external or product packaging only
- Insignificant minor variations in dimensions, colour, grain, or finish
- Insignificant minor imperfections or superficial blemishes
Warranty Claim Process
To submit a warranty claim, please complete our Warranty Claim Form.
You will be required to provide proof of purchase and a description of the fault including supporting images and/or video which will help us understand and resolve the issue as quickly as possible.
After reviewing and accepting the Warranty Claim, we will confirm the appropriate resolution which may include:
- Sending the replacement parts
- A partial refund to repair or purchase the parts locally
- Returning the items for a replacement
- Returning the items for a refund
For any questions regarding Returns & Refunds, please contact us
