Returns Policy
Return Policy
Welcome to Warehouse Online - warehouseonline.com.au - Australia's Independent Online Department Store.
At Warehouse Online, we want you to be 100% satisfied with your purchase and your online shopping experience overall. Customer satisfaction is an integral part of our commitment, and this is reflected in our Return Policy.
We are committed to continuous improvement, and we do our best to implement any necessary actions to meet our customer requirements and enhance customer satisfaction.
If you have any questions, please do not hesitate to contact our friendly customer service team.
We make every effort to ensure that product descriptions on our website are accurate. However, some inaccuracies, typographical errors or misinterpretations may occur. We reserve the right to correct such inaccuracies or typographical errors as they are identified.
The price displayed for products on this website represents the full price, including GST, for the product and shipping.
Upon receiving your product/s, please make sure that all parts and product/s instructions are included. Furniture and exercise equipment sold by Warehouse Online come with assembly instructions.
We always seek to provide products at the most competitive prices. Because of the dynamic nature of this industry (e.g. factory price changes and other variables beyond our control), prices, promotions, versions and availability advertised are subject to change without prior notice, and we therefore reserve the right to change prices displayed for products on our website at any time.
When shopping with us, you have the peace of mind knowing that your product is covered by Warranty. All our products are covered by Australian Warranty of up to 12 months.
Warehouse Online will offer a change-of-mind exchange or store credit provided that:
- The merchandise is in a re-saleable condition, with all original packaging and tags attached (ready to be put back on the shelf),
- The item/s are NOT opened, used, worn or damaged, and are in perfect condition when received,
- The change-of-mind replacement or store credit is sought within 7 days of purchase.
Resolving Your Concerns
At Warehouse Online, we do our best to resolve all our customer concerns, issues, and complaints efficiently and effectively, maximizing customer satisfaction.
We are committed to the effective management of complaints and providing an excellent level of customer service to our customers. We understand that efficient and successful handling of complaints is a crucial aspect of quality customer service.
If you have any concerns, please do not hesitate to contact us anytime and we will make every endeavour to resolve your issues. To return an item for refund or exchange, please contact us for a Return Merchandise Authorization (RMA).
To return an item under the Change of Mind Policy, products must be in their original packaging, along with all included accessories, be in new condition suitable for resale, and must not be damaged in any way by the customer during the time the item is in the customer's possession. The product is deemed to be in the customer's possession until the product is received by us pursuant to this Policy.
Please note that if you have chosen the Authority to Leave option, we cannot take any responsibility for any losses incurred due to this.
Warehouse Online reserves the right to refuse a refund or replacement if the instructions have not been followed, if the item has not been installed or assembled correctly, or if the item has been damaged through misuse or abnormal use.
Our liability under this Warranty is subject to us being satisfied that a defect was caused by defective workmanship and was not caused by other factors beyond our control, including but not limited to any neglect, misuse, or excessive use. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide under our Terms and Conditions are in addition to the consumer guarantees under the Australian Consumer Law.
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe. Our returns policy is in addition to your rights under the Australian Consumer Law because we are committed to customer satisfaction.
Unless otherwise stated in a product listing, all Warehouse Online products can be returned for change of mind purposes. Where a product listing specifically states that the product is not able to be returned under this Policy (usually due to health and safety reasons), then no returns for change of mind will be permitted. All returns are subject to Warehouse Online Terms and Conditions.
To return an item for refund or exchange, please contact us for a Return Merchandise Authorization (RMA) via our 24/7 Help Desk. Please describe accurately the problem you have encountered with photographs and videos enabling us to identify and resolve the issues efficiently and effectively, ideally at the first point of contact, providing the best options and solutions for you.
All returns are subject to inspection by our Quality Assurance team before a refund is processed. Delivery fees may not be included in the refund. An RMA number is required before the refund will be issued, do not send the item back to us before you have received your RMA number from customer service. Certain products cannot be returned due to hygienic reasons. In addition, personalized products may not be returned. If you return an unwanted gift, the credit will be issued to the original purchaser's account.
Please comply with the directions for returning the Product that Warehouse Online staff provide to You. Warehouse Online will accept no liability for any loss or damage which may occur during transit.
After receiving the returned product, we will issue an exchange or refund as soon as it is reasonably practicable, and you will be provided with e-mail acknowledgment.
All products sold by Warehouse Online have a "dead on arrival" (DOA) Warranty. This means that in the unlikely event, if the product is damaged during the delivery process and a claim is made within a week from the date of dispatch, we will replace or repair the product at our discretion and our cost. If we have no further stock of the item and it cannot be repaired, Warehouse Online may replace it with a similar product.
If the damage is discovered outside the DOA period, please contact Warehouse Online Support Team who will determine whether circumstances are such that you can still proceed with a claim. This Warranty does not apply to damaged packaging only and does not detract from your statutory rights. In the unlikely event that you receive a product that has been damaged in transit, please endeavour to inform our support team immediately. We require that all damage in transit claims are made within the first 7 days of receipt of goods.
If the fault is reported within the first 7 days from delivery, you will be supplied with a new replacement product of the full purchase price.
If the product experiences a major fault within the warranty period, you may elect to receive a replacement, or if requested, a Gift Voucher. The credit or refund will be for the purchase price of the product. If the unit experiences a minor repairable fault, we will elect whether to repair, replace or refund your product under Warranty.
If the product is replaced, any remaining warranty period will roll over to cover the replacement.
Consumer Guarantees
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 at our election to a refund, or to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
Our liability under this Warranty is subject to us being satisfied that a defect was caused by defective workmanship and was not caused by other factors beyond human control, including but not limited to any neglect, misuse, or excessive use.
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. These rights are not impacted by the change of mind policy or limited by a defined timeframe other than the time for rejection of goods with a major failure. Once a return is authorized, as you can appreciate, we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, store credit, exchange or repair.
Where an item is damaged through misuse or abnormal use, Warehouse Online is not liable, and you may not be entitled to refund or replacement.
Limitation of Liability
Our liability to the customer (and any party claiming through the customer against us) for any claim for loss or damages (including legal expenses) made in connection with the contract (including the supply of goods described in the contract) whether in contract, tort (including negligence), under the statute, in equity or otherwise shall be strictly limited as follows (except to the extent that the law prohibits such a limitation)
(i) for any liability arising from Goods not meeting the specification or which are said to be otherwise defective or deficient, our liability is limited to the cost of replacement of those Goods as soon as reasonably practicable, or the repair of those goods or the repayment (or allowance) of the Purchase Price of those Goods
(ii) for any liability arising from the services forming part of the Goods not meeting the scope
Any claim by the customer in respect of defective, non-conforming or damaged Goods must be made in writing within 7 days of the delivery of the Goods unless a longer period is expressly agreed to by us in writing
Despite any other provision of the contract, we are not liable, to the maximum extent permitted by law, for:
(i) the cost of removal of Goods not meeting the specification or which are said to be otherwise defective or deficient, whether installed or otherwise;
(ii) the cost of installation of replacements for Goods not meeting the specification or which are said to be otherwise defective or deficient.
(iii) defects or deficiencies in Goods caused by improper installation or maintenance of Goods or related components or normal wear and tear and damage.
Warehouse Online provides a voluntary warranty and applies the Guarantees required by law.
The Guarantees provide that:
(i) the product has will be free from defects other than those which Warehouse Online specifically brings to your attention before the sale;
(ii) the product is of merchantable quality-that is, the product is free from manufacturing defects and faults and reaches a basic level of quality given the price of the product and description that is provided with the product;
(iii) the product is fit for the purpose or job for which it is normally supplied or to which Warehouse Online agreed before the sale;
(iv) the product matches any description provided on our website or on labelling or packaging;,
(v) you will have free title to the product.
If the product does not fulfil any of these guarantees then, provided the claim is made within any period prescribed by law, you may be entitled, at your discretion, to a refund, replacement of the product or to have it repaired. A reasonable period depends on the circumstances of each sale including but not limited to the nature, quality, and price of the product.
Any refund agreed to may be less than the purchase price depending on any use or consumption of the product which has occurred or any contribution that use by you has made to the cause of the claim. Customer Service will consider each request on its merits on a case by case basis and, if required, will negotiate a solution that is acceptable to Warehouse Online and you including any costs involved.
We do not provide refunds, credit, or exchange if you have:
Damaged the product by using it in a way it was not meant to be used. You have had a defect drawn to your attention before you purchased the product, for example, when products are clearly labelled as seconds or faulty, the Change-of-Mind period has elapsed, and the product matches the description provided on our website and is free from manufacturing defects or faults.
Where the Change-of-Mind period has elapsed and where Customer Service has determined that on the facts you have provided, a claim may be granted. We will not accept the return of a product without approval from Warehouse Online Support Team.
We reserve the right to test any returned product and to ask you to demonstrate that the problem with the product was not your fault. After the product has been returned a final decision on granting the claim will be made by our support team.
Whereupon receipt of the returned product we determine that the product does comply with the warranties and conditions and the condition of the product was misrepresented by you, or if the item returned is found to be in working order, the expense for the transport or inspection costs may be charged. These expenses may include the postage for the return of the product to us, the postage of returning the product to you, as well as the cost incurred for the service and the inspection. An estimate of these costs is provided to you before the product is collected.
Where a warranty claim or a claim under a statutory guarantee is granted any refund will include all delivery and related costs for the product. Where a non-warranty claim or non-statutory guarantee is granted, any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you.
Where a replacement is agreed to after a warranty claim is granted the replacement will be delivered to you at our expense after we have received your returned product. Where a non-warranty claim is granted, the replacement will be delivered to you at your cost.
For the avoidance of doubt
We make no representations or Warranty in relation to the existence, non-existence, validity, availability, terms or conditions of any other warranties or product support that may or may not be offered or provided by the manufacturer of the product other than those guarantees under Australian Consumer Law.
Proof of purchase (invoice or paid Order confirmation) must be provided when requesting service. Warehouse Online requires any customer requesting service under the Warranty to comply with directions from Warehouse Online staff in relation to troubleshooting any issue and facilitating any repair or replacement under these Warranty Terms and Conditions.
Where Products are already faulty or damaged upon delivery, photographic evidence of the damage must be submitted to Warehouse Online Support via the Help Desk before the product will be repaired or replaced in accordance with these terms.
Where a replacement is provided, subject to the law, Warehouse Online reserves the right to replace the product or relevant part with the same or equivalent product or part, rather than repair it. Where a replacement is provided, Warehouse Online will determine, in its discretion, the closest product within the then current range of Products offered by Warehouse Online with which to replace the faulty or damaged product. The replacement Product may differ with the returned product in size and specifications, at the reasonable election of Warehouse Online. Warehouse Online may replace parts with refurbished parts.
If Warehouse Online is unable to repair or replace the product, the customer may be refunded at Warehouse Online's election, for the purchase price of the product, excluding the associated Delivery Cost.
Our Warranty does not apply:
To consumable parts, such as batteries, tires, papers, pens, or protective coatings that are designed to diminish over time;
To cosmetic damage, to boxes, packaging or exterior surfaces (including during transit);
To damage caused by use with another product;
To damage caused by accident, abuse, misuse, liquid contact, fire, earthquake or other external cause;
To damage caused by operating the product outside any guidelines published for use;
To damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Warehouse Online;
To a Product that has been modified to alter functionality or capability without the written permission of Warehouse Online, including but not limited to installation of custom firmware or other software;
To defects caused by normal wear and tear or otherwise due to the normal aging of the product,
If the product is stolen or Warehouse Online reasonably believes that the product is stolen based on information provided by law enforcement authorities, or
Where proof of purchase (invoice or paid Order confirmation) cannot be provided.
The product will be at the customer's risk while in transit to and from the Warehouse Online and its Repair Centre.
Warehouse Online may seek reimbursement of any costs incurred by Us where the product is found to be in good working order and a service fee will be charged.
Warehouse Online reserves reasonable discretion to determine whether any Product is or is not performing in accordance with the Warehouse Online's specifications, subject to applicable law.
To the full extent permitted by law, the Warranty will not apply in respect of a Product:
If the product has not been installed, operated, maintained or used in accordance with the manufacturer's instructions or specifications provided with the product;
Which has suffered damage, malfunction or failure resulting from alterations, any alterations (hardware or software), accident, misuse, abuse, fire, liquid spillage, misadjustment of customer controls, use on an incorrect voltage, power surges and dips, natural disaster, thunderstorm activity, force majeure, voltage supply problems, tampering or unauthorized repairs by any persons, use of defective or incompatible accessories, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product;
To damage arising during transportation, installation or while moving the product, or to any transportation costs of the product or any parts thereof to and from the customer, unless otherwise specified in these Warranty Terms and Conditions;
To any third-party software or hardware not contained in the product as originally configured by the manufacturer;
To any failure, to the extent that the failure is not a failure of the product to perform in accordance with its specifications;
To replacement or repair of any consumables, or lost parts or accessories;
To service and support of any software operating system or application installed on any Product, except to assist in restoring the product to its factory default settings; or;
To service of any product whilst it is outside Australia.
To the full extent permitted by law:
Warehouse Online will not be liable for any loss, damage or alterations to third party hardware, software, programs, data and/or information stored on any media or any part of the product, no matter how occurring; or for any loss or damage arising from loss of use, loss of profits or revenue, or for any resulting indirect or consequential loss or damage.
Warehouse Online's aggregate liability in respect of all claims in respect to a Product shall not exceed the original purchase price of the Product or, at Warehouse Online's option, replacement of the product with a like or similar Product.
Warehouse Online excludes all other warranties, conditions, terms, representations, and undertakings whether express or implied.
In certain circumstances, you may need to return a product, either because you realize it's not what you wanted, or because it's exhibiting faults. In either instance, Warehouse Online Support Team will be more than happy to answer your questions and help you come to a speedy resolution.
Consequential Loss
The customer will be liable, to the maximum extent permitted by law, for any indirect, special or consequential loss or damage of any nature whatsoever resulting from or caused in any way by the Goods it supplies, where indirect, special or consequential loss or damage includes:
(i) any loss of income, profit, production, contract, customers, business opportunity or business;
(ii) any loss of goodwill or reputation;
(iii) any loss or damage resulting from the loss or damage to goods other than the Goods.
Defective Goods
(a) Any claim by the customer in respect of defective, non-conforming or damaged Goods must be made in writing within 7 days of the delivery of the Goods, unless a longer period is expressly agreed to by us in writing.
(b) Despite any other provision of the contract, we are not liable, to the maximum extent permitted by law, for:
(i) the cost of removal of Goods not meeting the specification or which are said to be otherwise defective or deficient, whether installed or otherwise;
(ii) the cost of installation of replacements for Goods not meeting the specification or which are said to be otherwise defective or deficient;
(iii) defects or deficiencies in Goods caused by improper installation or maintenance of Goods or related components or normal wear and tear and damage.
Our Returns Policy includes, and does not seek to exclude or limit, the rights you have under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. The warranties and product support that we offer and provide according to our Terms and Conditions are in addition to the consumer warranties and guarantees under the Australian Consumer Law.
Please refer to our website terms of use.
If you have any questions, please do not hesitate to contact us and we will make every endeavour to resolve your concerns.