Refund policy

Bar Stool Centre Refund & Returns Policy

Last Updated: 01st February 2025

At Bar Stool Centre, your satisfaction is our top priority. That's why we offer a simple returns process designed to make your shopping experience as seamless and stress-free as possible. Take a moment to review this policy so you can fully understand your rights and enjoy peace of mind with every purchase.

Key Highlights of Our Refund & Returns Policy

  1. Hassle-Free Change of Mind Returns: We go above and beyond by offering easy change of mind returns. If you decide the product isn’t right for you, simply notify us within 7 days of receiving it, and choose a refund, store credit, or exchange.
  2. No Hidden Costs: While we cover return shipping costs for faulty products, you’ll only need to cover shipping for change of mind returns. Simple, transparent, and straightforward.
  3. Fast and Efficient Processing: We aim to process all returns and refunds within 5 business days so you don’t have to wait long for your resolution.

With us, you can shop with confidence, knowing we make your experience as easy, fast, and worry-free as possible!

Contact Information

1. General Information

  • We provide refunds, repairs, and replacements in line with Australian Consumer Law (ACL) and our Refund Policy.
  • Our change of mind returns policy goes above and beyond the requirements of ACL to offer additional flexibility.
  • If you have any questions or concerns about this policy or your order, our customer service team is here to help!

2. Australian Consumer Law (ACL)

Under ACL, all products and services come with consumer guarantees. Here’s what this means for you:

  • Major Failures: If a product or service fails majorly, you’re entitled to a full refund or replacement.
  • Minor Failures: If the failure is minor, we may offer a spare parts or replacement within a reasonable time.

Please Note: Nothing in this policy limits your statutory rights under the Australian Consumer Law. If any part of this policy conflicts with ACL, ACL will apply.

3. Change of Mind Returns

While Australian Consumer Law guarantees your rights to a refund, repair, or replacement for faulty products, we go above and beyond by offering change of mind returns under the following conditions, in addition to your statutory rights:

  • You notify us within 7 days of receiving your product.
  • The product is unused, unopened, unassembled, and in resalable condition with its original packaging.
  • You return the product in original condition—ready for resale.

We understand that things don’t always work out, so we offer the following options for your change of mind:

  • Refund, store credit, or exchange (your choice).
  • Shipping Costs:
    • We will deduct the initial delivery and return shipping costs from your total refund. Even if you received free shipping, there were still delivery costs incurred by us.
    • If we provide a return label, we’ll deduct the total shipping costs.
    • If you arrange your own return, initial shipping costs will be deducted from your refund.

How to Request a Change of Mind Return:

  1. Contact us at support@barstoolcentre.com.au within 7 days of receiving your order.
  2. Please include:
    • Your order number.
    • Reason for the return.
    • Images showing the product is unused, unopened, and ready for return.
  3. Indicate whether you want a refund, store credit, or exchange.
  4. Let us know if you will arrange your own return or if you need a quote for our carrier.

Important Notes:

  • Mattresses, pillows, and bedding cannot be returned once opened due to health and safety concerns.
  • Please do not return the product to us without our prior consultation as we operate various warehouses in Australia. 
  • If you opt for an exchange, the voucher can be redeemed against current website prices at the time it is issued (prices at the time of the exchange request are not valid).
  • We do not accept returns on gift cards.
  • Approved refunds are issued to the original payment method used for purchase only. No refunds can be directed to an alternative account or payment method.

4. Products Damaged During Delivery

If your product is damaged during delivery:

  1. Contact us immediately within 3 days of receiving the item.
  2. Send photo and video evidence for the claim. 
  3. Keep the product in the same condition it was received, along with all packaging.
  4. We will arrange for a replacement, or refund based on your preference.

5. Missing Parts

If you receive a product with missing parts, we’re here to help! Follow these simple steps to report the issue:

  1. Send us a photo of what you’ve received, including the parts you have.
  2. Circle the part number required in the manual, along with the desired quantity. If you’ve misplaced the manual, don’t worry—we can provide a copy for you.
  3. Email the photos and details to our customer service team at support@barstoolcentre.com.au, and we’ll arrange for the missing parts to be sent out to you as quickly as possible.

We’ll ensure you have everything you need to complete your order!

6. Exceptions to Refund, Repair, and Replacement

We may refuse a refund, repair, or replacement if:

  • The product was misused or mishandled.
  • The product was assembled incorrectly. 
  • You were aware of the issue with the product before purchase.
  • You made alterations or requested a service that led to the problem.
  • Any other exceptions under Australian Consumer Law apply.

7. Shipping Costs for Returns

  • If your product fails to meet Consumer Guarantees under Australian Consumer Law, we will cover return shipping costs.
  • If you are returning an item for change of mind, you’ll be responsible for the shipping costs.
  • For large or difficult-to-return items which are faulty, we will asses on a case by case basis. 
  • If we pay for the return shipping but the product does not meet the return criteria, you’ll be responsible for the shipping costs.

8. Refund Processing Time & Method

  • All approved refunds or replacements are processed within 5 business days of receiving your returned item or claim approval. Refunds will be issued to the original payment method used at the time of purchase only. We cannot issue refunds to a different card, bank account, payment method, or third party.
  • Your financial institution or payment provider may take additional time to process and display the refund after it has been issued by us.

9. Warranty Information

  • All standard furniture products come with a 12-month warranty (unless otherwise stated).
  • Some products come with extended warranties—check the product description for details.
  • To make a warranty claim, please email us at support@barstoolcentre.com.au with the following information:
    • Order number.
    • Description of fault.
    • Images/video of the fault.
    • Manual (if applicable).

Once we approve your claim, we will process your refund or replacement within 5 business days. Please allow additional processing time for your financial institution to process the refund.

10. Non-Returnable Items

At Bar Stool Centre, we understand that some products are more sensitive to returns due to health, safety, and logistical reasons. Please note the following:

  • Assembled or Used Items: Change-of-mind returns are ineligible if the item has been opened, assembled, or used. Products must be returned unused, unassembled, and in their original packaging to qualify for a return.
  • Clearance or Final Sale Items: Products marked as clearance or final sale cannot be returned unless they arrive damaged or faulty.
  • Commercial Orders & Bulk Purchases: Large-volume or commercial orders may have different return conditions, as they often involve customised logistics and shipping.

11. Important Reminders

  • Do not send items back without prior consultation. As we operate multiple warehouses and work with various fulfilment partners, we need to ensure that your return is processed correctly. Returns should only be sent back once approved by our customer service team.
  • Please NEVER include personal credit card information in your communications with us. 
  • If you need assistance, always reach out before returning any product.
  • Approved refunds are issued to the original payment method used for purchase only. No refunds can be directed to an alternative account or payment method.

Thank you for shopping with Bar Stool Centre! We are dedicated to providing top-quality products and exceptional customer service. If you have any questions about this policy or your order, please don’t hesitate to get in touch. We're here to help!