Freight

30-Day Returns*

We're incredibly confident that you'll love your new furniture; however, if for any reason you don't, we've got you covered.

We offer a full product refund, and if we shipped it directly to you we will even pick it up from your doorstep! For orders that were collected from one of our Store Pickup Locations, we just need you to return it back to that same location.

All we ask is that you keep the original box and packaging, and make sure you follow our simple steps below...

• The return is only applicable to furniture purchased from Online Hospitality Furniture and begins from the date of delivery. Just let us know within 30 calendar days from delivery if you’d like to return your furniture.
• Feel free to unpack the furniture; however, we kindly request that you not to assemble the furniture to avoid any wear and tear or damage. Failure to comply with these terms or returning the furniture in anything less than as new condition may result in voiding the right to a refund.
• If your furniture arrived damaged, please report it as soon as possible within 3 days of delivery and before making the return. Snap some photos of the damage and email them to sales@onlinehospitalityfurniture.com.au.
• Make sure to securely pack the furniture in its original packaging when returning it. Hang on to the packaging just in case.
• You’ll need to be present on the scheduled pickup day between 9:00am and 5:00pm to hand the furniture back to the courier.
• If we attempt a pickup and it’s unsuccessful due to the item not being ready, or you were not available to hand the furniture back, we will incur a re-booking fee of $150. We can arrange another pickup on your behalf, but the additional fee of $150 will need to be passed on to you, which may be deducted from your total refund.
• Damage resulting in improper use, policy abuse, or assembly, such as damaged threads, screw holes, glue, or any other damages, may result in voiding the right to a refund.
• If the furniture sustains damage during the return transit due to inadequate packaging by the customer, we reserve the right to deduct the full retail value of the item from the refund.
• Refunds will be processed after one of our staff members thoroughly inspects the furniture returned. In the rare case of an issue during inspection, we'll contact you regarding policy violations and fees. Please understand that this process may take up to 7 days after the furniture is received.
• Refunds will be issued promptly once the furniture receives refund approval from our staff member. Please note that some banks may take up to 10 business days to finalize the transaction after we issue the refund. The refund will only be issued via the original payment method made.
• The refund for the furniture does not include and shipping costs associated with your original transaction. However, the return shipping within our 30-day policy is on the house.

   Our full Terms of Trade can be downloaded here. refer to clause 11. Defects, Warranties and Returns, Competition and Consumer Act 2010 (CCA)

*Failure to follow our simple steps above and/ or provide our staff enough support and assistance during returning the products will result in the Return being rejected by Online Hospitality Furniture and Our full Terms of Trade being enforced.

Shipping Policy

We ship Australia wide from our distribution centre located in Bundaberg, QLD. Please check our shipping calculator on the in the checkout to get a precise delivery cost.

Shipping is trackable with our tracking numbers, and you will be able to follow your delivery closely.

Next-day dispatch

All orders received by 4pm AEST will usually be dispatched the following business day. On occasion and due to high demand, this may increase to 3 business days (or more) after your order has been placed. Our warehouse team processes orders as fast as possible and, in these times, we ask for your patience.

Shipping ETA

Remember, ETA is the ‘Estimated’ Time of Arrival. Couriers will provide you with a delivery ETA but under no circumstances can Online Hospitality Furniture guarantee the ETA.

Below is our guide, please note order size and carriers ETA’s vary. Occasionally deliveries will arrive a lot sooner than expected.

Brisbane, QLD – 2 to 3 business days

Sydney, NSW – 3 to 4 business days

Cairns, QLD – 3 to 5 business days

Melbourne, VIC – 4 to 6 business days

Adelaide, SA – 6 to 8 business days

Perth, WA – 7 to 14 business days

Hobart, TAS – 7 to 14 business days

Darwin, NT – 14 to 21 business days

Allow a couple of extra days for regional deliveries.

Order size and different couriers ETA’s can vary. Occasionally deliveries will arrive a lot sooner than expected.

Plan early and allow as much time as possible for your delivery as these ETA’s are subject to unforeseen delays.

Freight Damage

If your furniture arrives damaged there is no need to worry. We will replace or repair it under our freight guarantee.

All we ask is that you keep the original box and packaging, and make sure you follow our simple steps below.

1. Report it as soon as possible within 3 days of delivery.

2. Snap some photos of each mark / breakage done to each item that you are claiming damaged in transit.

3. Email the photos to sales@onlinehospitalityfurniture.com.au. Be sure to include your order number and the quantities of each product claimed damaged.

4. Damage resulting in improper use, policy abuse, or assembly, such as damaged threads, screw holes may result in voiding the right to a repair or replacement.

5. Freight Damage claims will be processed after one of our staff members thoroughly inspects the photos attached to the claim. In the rare case of an issue during inspection, we'll contact you regarding policy violations and fees. Please understand that this process may take up to 7 days after the claim is received.

 Our full Terms of Trade can be downloaded here. Refer to clause 7. Delivery of Goods

Warranty Policy

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.

The warranty period is listed in the product details. If there is no warranty listed the warranty period will be 12 months.

 Our full Terms of Trade can be downloaded here. Refer to clause 11. Defects, Warranties and Returns, Competition and Consumer Act 2010 (CCA)

If your product is faulty and you wish to make a claim please follow our simple steps below...

1. Report it as soon as possible. If there is a major problem such as structural failure you must immediately isolate it so it cannot be used.

2. Take high resolution photos of the fault/defect in its natural form. Refrain from manipulating the image by manually adjusting your camera settings. This can over exaggerate the fault/defect and slow the claim process down.

3. Email the photos to sales@onlinehospitalityfurniture.com.au including your order number and the quantities of products faulty/defected.

4. Damage resulting in improper use, normal wear and tear, or assembly, such as damaged threads, screw holes may result in voiding the right to a replacement, refund or compensation.

5. Warranty claims will be processed after one of our staff members thoroughly inspects the photos attached to the claim. In the rare case of an issue during inspection, we'll contact you regarding policy violations and fees. Please understand that this process may take up to 7 days after the claim is received.

Freight Damage

If your furniture arrives damaged there is no need to worry. We will replace or repair it under our freight guarantee.

 Our full Terms of Trade can be downloaded here. Refer to clause 7. Delivery of Goods

Make sure you keep the original box and packaging, and follow our simple steps below...

1. Report it as soon as possible within 3 days of delivery.

2. Snap some photos of each mark / breakage done to each item that you are claiming damaged in transit.

3. Email the photos to sales@onlinehospitalityfurniture.com.au. Be sure to include your order number and the quantities of each product claimed damaged.

4. Damage resulting in improper use, policy abuse, or assembly, such as damaged threads, screw holes may result in voiding the right to a repair or replacement.

5. Freight Damage claims will be processed after one of our staff members thoroughly inspects the photos attached to the claim. In the rare case of an issue during inspection, we'll contact you regarding policy violations and fees. Please understand that this process may take up to 7 days after the claim is received.