Refund policy

Part C - Refund, Return and Repairs Policy

At EzSpace we want our customers to be completely satisfied with their purchases. We, therefore, recommend you read our Refund, Return and Repairs Policy prior to you making a purchase from EzSpace, so you are familiar with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.

We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. 

If you have any questions about this policy, please contact Customer Service.

Cooling Off Period

If you request cancellation of the Order within 24 hours after placing an order with us. To do this, you must advise our Customer Service team in writing. 

We will issue you with a store credit voucher via email in an amount equal to the total purchased amount you paid for your order. Credits are issued in the form of store credit. Store credit voucher codes are valid for one (1) year from the date of issue.

If you prefer the credit to be paid in the form of the original payment method, you will also be responsible for a transaction fee of 4% of your total purchased amount which is non-refundable or remains payable by us. 

You still have the right to cancel your order after the Cooling Off Period. Please see below for details. 

Cancellation before Shipment

You still have the right to cancel your Order after the Cooling Off Period. 

If the purchased items are not dispatched yet and you decide to cancel, you must advise our Customer Service team in writing. 

Within 15 business days, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product. Credits are issued in the form of store credit. Store credit voucher codes are valid for one (1) year from the date of issue.

If you prefer the credit to be paid in the form of the original payment method, you will also be responsible for a transaction fee of 4% of your total purchased amount which is non-refundable or remains payable by us and 4% of your total purchased amount for administrative costs. We may also deduct any other costs, such as government taxes or costs we cannot recover.

Change of Mind

Please choose carefully as full refunds are not normally provided where you have simply changed your mind or made a wrong selection. We recommend carefully reviewing any orders before adding them to your shopping cart and proceeding with your order. 

If you change your mind after receiving the purchased items, you may return them to us within 30 days of the date you received them, no questions asked [conditions apply].

Non-returnable items excluded from all change of mind returns include:

  • Products described as "made to order"
  • Mattresses, bedding, pillows and sofa covers
  • All forms of clearance stock (e.g. warehouse, display centre, floor stock, etc.)
  • Clearance items
  • Personalised items
  • Gift Cards
  • Orders for commercial or non-domestic use
  • Items purchased in-store from a display centre and taken away at the same time of the sale. (Excludes items purchased in-store where the delivery method is Click & Collect)

You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the cost of shipping the item to you in the first place and the cost of shipping it back to us. 

Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return the items secured in their original packaging. If you cannot return an item 'as new' in its original packaging, the handling and restocking fee may apply up to 70% of the value of the item.

Within 15 business days of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and the return shipping back to the warehouse. Credits are issued in the form of store credit. Store credit voucher codes are valid for one (1) year from the date of issue.

If you prefer the credit to be paid in the form of the original payment method, you will also be responsible for a transaction fee of 4% of your total purchased amount which is non-refundable or remains payable by us and 4% of your total purchased amount for administrative costs. We may also deduct any other costs, such as government taxes or costs we cannot recover.

Goods Damaged in Transit

When shipments leave EzSpace’s warehouse, they are in good condition or the courier will not accept them. You are liable for checking for evidence of damage or loss before signing for any shipment. You should not accept any shipment that has apparent damage until the courier notes and acknowledges such damage in writing.

You should keep the original packing materials in case there are any defects or damage that needs to be reported. You are responsible for filing all claims for damages directly with the courier. 

If any product ordered by you arrives damaged or is not of acceptable quality, you may have:

  • rights under the Refund Policy;
  • legal rights and remedies in Australia under the Competition and Consumer Act 2010 and other rights under other consumer laws applying in each Australian State and Territory; and/or
  • to have the product repaired or replaced or to receive a refund of the price paid by you for the product.

Please choose carefully as EzSpace will generally not provide you with a refund or exchange simply because you changed your mind or the product was not what you expected.

If an item arrives and the packaging or the item itself is clearly and significantly damaged, please take photos or video showing the damage, refuse to accept the delivery and contact the Customer Service Team. 

If you notice that an item is damaged after it has been delivered to you, please take photos or videos clearly showing the damage; photos of the whole damaged panel including the SKU ID must be included, and contact the Customer Service Team via email within 3 business days of receiving your delivery. Any damage reported after 3 business days will be at your own cost if a repair or replacement is needed. 

Once the damage has been fully assessed by EzSpace, we may offer a remedy. Please ensure that you respond to the remedy offer within 10 business days after receiving the offer via email. If no response is received after 10 business days, the offer will no longer be valid. 

The type of remedy we offer will depend upon the circumstances. For example, we may arrange to:

  • Suggest a self-repair (with an offer of compensation to you)
  • Arrange a repair by a local tradesperson in your area (with an offer of compensation to you)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us 

Under the Australian Consumer Law (ACL), you may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be 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.

The Faults and Warranties policy does 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
  • Damage occurring during your own handling and transportation of goods
  • Insignificant minor variations in dimensions, colour, grain or finish
  • Insignificant minor imperfections or superficial blemishes
  • Standard production error as mentioned in this contract 

Lost consignment/Items

Consignment (your order) will be considered “Lost” where tracking information is inconclusive (45 business days waiting periods apply, counting starts after the estimated delivery date on your provided tracking) or a confirmation letter of lost article is received from the Courier.

Lost consignments will either be replaced with the same, equivalent or full refund may be offered (terms and conditions apply).

In the event that the courier locates your shipment and attempts to deliver it to you after the 45 business day period has passed, we would like to offer you the option of keeping the product for free.

The definition of “lost consignment” excludes consignments where an “Authority-to-Leave” card has been signed or deliveries re-directed by the receiver.

Lost item claims must be made within 7 business days of when goods should have been delivered.

    Wrong item delivered

    Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, please let us know as soon as you can, ideally within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pickup and return of the incorrectly shipped item at no cost to you.

    Faults and Warranty Claims

    EzSpace warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. 

    All goods come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You may also be 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.

    Guarantee

    EzSpace is guaranteed against faults in construction and material for a period of three years from the date of purchase for furniture. EzSpace is guaranteed against faults in construction and material for a period of five years from the date of purchase for mattresses. EzSpace is guaranteed against faults in construction and material for a period of one year from the date of purchase for small items, such as bins or the “Paper” collection on our website. We do not accept responsibility for any natural characteristics of materials used or any slight dents or marks occurring during transportation.

    Please contact our Customer Service Team with proof of purchase and all details of the fault.

    This guarantee does not exclude any conditions or warranties implied by the Commonwealth Trade Practices Act, or by state legislation. The three-year guarantee is not transferable.

    Agreement to cooperate 

    You agree to act in good manners and cooperate with EzSpace whenever evidence is needed or requested during the return, refund, replacement or any other related processes. EzSpace will terminate our services to you immediately if any verbal, mental, or psychological abuse is used. 

    Refunds

    A refund will normally be processed in 15 business days. 

    Delivery Charges

    Where EzSpace considers the goods to have breached a consumer guarantee, any shipping costs to return the goods to EzSpace will be at EzSpace’s cost.

    Returns and Repairs

    You may return the goods we have delivered to you by mail by contacting our Customer Service Team.

    Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid for it.

    If any goods cannot be easily returned to us due to their size, the fault or because they have been affixed or installed in your premises, please contact our Customer Service Team and we will arrange an inspection to assess the goods.

    Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.

    You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with indicative fees, which fees may vary due to reasons beyond our control.

    All goods sold in Australia come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You may be 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.

    Consumer guarantees cannot be excluded and are in addition to any extended warranty you purchase or any voluntary warranty (warranty against defects) you are given.

    There may be circumstances where you are not entitled to a remedy.

    For further information on Australian Consumer Law and consumer guarantees, visit www.consumerlaw.gov.au.