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Outdoor Furniture Brisbane » Shipping & Returns

Shipping & Returns

30 Day Satisfaction Guarantee (online orders only)

At Outdoor Furniture Co, we want you to be completely satisfied with your online purchase. That’s why we offer a 30 Day Satisfaction Guarantee. If for any reason you’re not happy with your order, you can return it within 30 days of receiving it for a full refund. Here’s how it works:

Step 1: Contact Us Within 30 days of receiving your order, get in touch with us to initiate the return process. You can call us at 1300 001 254 or email us at info@outdoorfurnitureco.com.au.

Step 2: Return the Item Please make sure to return the item in its original condition, including all packaging and accessories.

Step 3: Refund Once we receive and inspect the returned item, we will issue a full refund to your original payment method.

We want you to have peace of mind when shopping with us and strive to provide exceptional customer service. If you have any questions or concerns, please don’t hesitate to reach out to us. Please note that terms and conditions apply.

Shipping Methods

We offer a kerbside delivery service for our large furniture items. Our delivery partner will deliver the items to street level addresses. Please note that this service does not include delivery to apartments or hi-rise units. As the customer, you are responsible for moving the items from the kerbside delivery position.

Our kerbside delivery is carried out during business hours, and it’s important that you’re present to accept the goods. In certain cases, delivery arrangements may be agreed upon between you and our delivery partner. In such cases, you accept full responsibility for the goods after the delivery.

Before the delivery, our partner will attempt to contact you to confirm your availability. If the customer is not present at the agreed time, our delivery partner will return the goods to their local dispatch warehouse and make one more attempt at delivery. In such cases, a futile delivery charge will be applied to the customer. If the second delivery attempt is unsuccessful, the goods will be returned to our warehouse, and the customer will be responsible for any additional freight charges associated with the return.

We strive to communicate with you throughout the process to avoid unnecessary costs or delays.

If you require a white glove delivery service, which includes carrying the item into your property, unpacking, assembly, and removal of rubbish, please contact us at 1300 001 254 or email us at info@outdoorfurnitureco.com.au before placing your order. We’ll provide you with a quote for this service.

Shipping Times and Delays

We always aim to ship your items using the quickest available freight options. However, there may be unforeseen circumstances that require us to adjust or rearrange shipping arrangements. These changes might result in longer shipping times that do not reflect the quickest freight option. Shipping times may vary depending on your location and other factors beyond our control.

Here are the estimated shipping times:

  • Small Items (dispatched via parcel/Australia Post): 1-5 days
  • Medium to Large Items (dispatched via specialized freight companies):
    • VIC, NSW, QLD, SA: 10-14 days
    • NT, WA: 14-21 days

While we aim to provide tracking information whenever possible, not all freight companies offer this service.

Please note that the shipping ETA quotes are our best estimate, and we cannot guarantee specific time frames. We make no representation or guarantee by quoting an estimated shipping time. Rest assured, we’ll do our best to ensure your order arrives as soon as possible.

Warranty

Some of our products come with a warranty, and the duration is specified in the warranty information provided for each product. To submit a warranty claim, please contact Outdoor Furniture Co within the specified warranty period, starting from the purchase date. Email us at info@outdoorfurnitureco.com.au with your invoice number and details about the issue with the product.

Our warranty covers cases where the product fails to fulfil its intended purpose, as described in the product description. The warranty is subject to fair wear and tear usage and adherence to the recommended use and storage guidelines for the product. Please note that Outdoor Furniture Co is not responsible for warranty claims outside the warranty terms or for products that were not used or stored in accordance with our recommended guidelines.

If a warranty claim is approved, we may arrange for the item to be shipped back to our warehouse for review. Depending on the circumstances and agreement between both parties, we will offer a full refund of the purchase price, store credit, or a replacement product. Please note large or bulky items that are replaced under warranty will not be delivered to the customer free of charge or form part of the original sale in anyway and may require the customer to arrange collection from our showroom or warehouse.

If you have any questions about our policies or need further assistance, please feel free to reach out to us.

REFUND POLICY

Outdoor Furniture Co

This Refund Policy (“Policy”) applies to all purchases from us, unless stated otherwise.

(1) CUSTOMER SATISFACTION IS OUR PRIORITY

At Outdoor Furniture Co, customer satisfaction is our priority.

We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.

Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.


(2) AUSTRALIAN CONSUMER LAW

(a) Under the Australian Consumer Law:

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

– to cancel your service contract with us; and
– to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.

(g) If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.


(3) CHANGE OF MIND

We do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.


(4) PRODUCTS DAMAGED DURING DELIVERY

In the event that a product which you ordered is damaged during delivery:

(a) Please contact us within 24 hours of delivery. Please provide clear pictures and description of the damages to the products and packaging. Please email Info@outdoorfurnitureco.com.au

(b) Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.

(c) We will organise to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: 24 hours

 

(5) EXCEPTIONS

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased if:

(a) You misused the said product in a way which caused the problem.

(b) You knew or were made aware of the problem(s) with the product or service before you purchased it.

(c) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.

(d) Any other exceptions apply under the Australian Consumer Law.


(6) SHIPPING COSTS FOR RETURNS

(a) In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.

(b) If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.

(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.


(7) ASSISTANCE FROM MANUFACTURERS

(a) In some cases, manufacturers may provide assistance in relation to their products, and they may be able to resolve your issue more quickly.

(b) In some cases, manufacturers may provide warranties for their products, which go beyond the Consumer Guarantees under the Australian Consumer Law or any other rights which you may have under this Policy.

(c) You are not obliged to contact the manufacturer directly in order to seek a repair, replacement or refund. However, you may do so if you wish.


(8) RESPONSE TIME

We aim to process any requests for repairs, replacements or refunds within 3 days of having received them.


(9) HOW TO RETURN PRODUCTS

(a) You may contact us to discuss a return using the details at the end of this Policy.

(b) We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.

(c) You must provide proof of purchase in order to be eligible for a refund, repair or replacement.

(d) You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.


(10) CONTACT US

If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:

info@outdoorfurnitureco.com.au or 1300 001 254

PLEASE NOTE: no exchanges or returns are offered for sale items.

We reserve the right to refuse a returned items if the items do not comply to our returns policy. Refused items will be posted back to you and additional postage will be charged. We accept no responsibility for returns that are sent by non-traceable postage methods and are not received. Unfortunately without the items we cannot issue an exchange or refund. We strongly suggest you send your returns using a traceable method.