Returns & Refunds Policy
CHANGE OF MIND - CANCELLATIONS, RETURNS & EXCHANGES
If you change your mind, you can cancel, return or exchange your order, subject to the conditions below.
Order Cancellations
If your order hasn’t been processed for dispatch, it can be cancelled and a full refund will be provided.
If your order has been dispatched, we can request a ‘return to sender’ with the courier, but this isn’t guaranteed and is at the discretion of the courier.
To cancel your order, please contact us as soon as possible.
Returned to Sender
If your order is returned to sender at your request, due to incorrect or incomplete delivery details, or because it was unclaimed, we’ll contact you to confirm your preferred option:
1. Re-deliver your order (re-delivery fees may apply)
2. Cancel and refund your order (less any delivery fee you paid and a 10% restocking fee)
Returns & Exchanges
You can request a return or exchange of your items within 7 days of receiving your delivery, subject to the following conditions:
- Items must be unused and in their original condition and packaging, with all parts, accessories and manuals (a photo will be required)
- Return shipping fees apply and will be deducted from your refund
- Initial delivery fees are non-refundable (if applicable)
- Delivery fees may apply to exchanges
- Returns must be approved and cannot be dropped off at the warehouse
- Pre-arranged bulk orders cannot be returned due to a change of mind
Requesting a return/exchange
1. Complete our Return Request Form
2. We’ll send you a quote including the return shipping cost and your refund amount for consideration
3. Once accepted, we’ll provide the prepaid return shipping labels
4. You’ll need to drop off the items at your nearest Australia Post
5. After your return is received and inspected, your refund or exchange will be processed within 1-3 business days
PRODUCT 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 arrange and pay for the return delivery, or reimburse you if you’ve agreed the cost with us first.
If your entire order is refunded because an item is faulty, damaged or incorrect, any delivery fee you paid will be refunded with it.
Our goods 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.
12-Month Warranty
Shop with confidence with a 12-month warranty from the date of delivery on all items for manufacturing faults and defects. See Exclusions for all warranties 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.
Products that have been used for a fair length of time before the defect was noticed may be subject to reduced compensation, to the extent permitted by law.
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
These exclusions do not limit your rights under the Australian Consumer Law.
How to Make a Claim
If an item is delivered with missing parts, is faulty or defective, or develops a fault within the warranty period, please complete our Product Warranty & Defects Form.
You’ll need to include a description of the issue, plus supporting videos and photos that help us understand and verify this.
Once your claim is reviewed and accepted, we’ll confirm the appropriate resolution, which may include:
- Sending replacement parts
- A partial refund to keep the items as-is
- Returning the items for a replacement
- Returning the items for a refund
For any questions regarding Returns & Refunds, please contact us