Refund policy
RETURNS, REFUNDS, WARRANTIES AND CONSUMER GUARANTEES
Please read product descriptions, measurements, filling requirements and care instructions carefully before ordering.
CHANGE-OF-MIND PURCHASES
Aussie Outdoor Cushions & Beanbags does not offer returns, exchanges or refunds when a customer:
• changes their mind
• purchases an unwanted gift
• decides the colour, style or size is unsuitable
• orders an incorrect product, colour or quantity
• finds the product cheaper elsewhere
• orders a cushion cover or beanbag cover without realising that filling is not included
• fails to read the product description, dimensions, filling requirements or care instructions before purchasing
This change-of-mind policy also applies to sale products, discounted products, promotional offers, custom or made-to-order products and bulk orders.
This policy does not limit a customer’s rights when a product fails to meet a consumer guarantee under the Australian Consumer Law.
PRODUCT SIZES, COLOURS AND DESCRIPTIONS
Product dimensions and other important information are provided on each product page. Please check this information carefully before ordering.
Actual colours may vary slightly from images because of differences between screens, photography, lighting and manufacturing batches. A minor colour variation is not necessarily a product fault.
However, products must still match their description and be reasonably consistent with the product represented at the time of purchase.
COVER-ONLY PRODUCTS
Our cushion covers and beanbag covers are sold as covers only unless the product page expressly states otherwise.
Cushion inserts, polystyrene beans, foam and other filling materials are not included.
Ordering a cover without realising that filling is required is considered a change of mind and does not qualify for a return, exchange or refund.
ORDER CHANGES AND CANCELLATIONS
Orders are processed quickly and may be submitted for manufacturing or fulfilment shortly after they are received.
We cannot guarantee that an order can be cancelled or that a product, quantity, colour or delivery address can be changed after the order has been placed.
If you notice an error, contact us immediately at info@aussieoutdoorcushionsandbeanbags.com. We will make the requested change only if the order has not progressed too far to be amended.
This cancellation policy does not limit any cancellation or refund rights available under the Australian Consumer Law.
INSPECTION ON ARRIVAL
Please inspect your products as soon as reasonably possible after delivery and before filling, installing or using them.
If you believe that an item is faulty, damaged, incorrect or materially different from its description, contact us as soon as possible.
There is no arbitrary 14-day expiry on rights that apply under the Australian Consumer Law. The period for which those rights apply depends on factors including the type, price, quality and reasonably expected lifespan of the product.
Please do not deliberately water-test a product unless the product instructions specifically require it. Our products must be used and cared for according to their individual product descriptions and care instructions.
PRODUCT CARE, DAMAGE AND MISUSE
A remedy may not be available where the problem was caused by:
• misuse, neglect, abuse or accidental damage
• normal wear and tear
• incorrect filling, installation or storage
• failing to follow the product’s care or safety instructions
• altering, cutting or repairing the product without authorisation
• exposing the product to conditions or uses for which it was not designed
• continued use after damage became apparent
Our outdoor covers are described as weatherproof or water-resistant according to the particular product. They must not be assumed to be permanently waterproof unless expressly stated.
Where a mesh inner liner is recommended, it helps retain the filling and assists with drainage. A failure to use a recommended liner does not automatically remove a customer’s legal rights. However, damage caused by using or filling a product contrary to its instructions may not constitute a manufacturing fault.
FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you believe there is a problem with your product, email info@aussieoutdoorcushionsandbeanbags.com and provide:
• your full name
• your order number or other proof of purchase
• the product name and colour
• a clear description of the problem
• clear photographs or video showing the complete product and the reported problem
• photographs of the external packaging and delivery label if the item arrived damaged or incorrect
We may request further information or evidence where reasonably necessary to assess the claim.
Depending on the circumstances, we may need to consult the manufacturer, supplier or fulfilment provider. Aussie Outdoor Cushions & Beanbags remains responsible for assessing the claim and providing any remedy required under the Australian Consumer Law.
Once we have received all reasonably required information, initial assessments are generally completed within seven business days.
CONSUMER GUARANTEE REMEDIES
If a product has a minor problem, we may choose to repair the product, replace it or provide another remedy permitted under the Australian Consumer Law.
If a product has a major problem, the customer may be entitled to choose between a replacement and a refund. Other remedies may also apply depending on the circumstances.
Products are assessed individually. A remedy provided for one product does not automatically entitle a customer to a refund for separate products or accessories that are not faulty, unless otherwise required under the Australian Consumer Law.
For example, a problem with a beanbag cover does not automatically mean that a separately purchased mesh inner liner is also faulty. Each product and the circumstances of the purchase will be considered.
RETURNS PROCESS
Please contact us and wait for return instructions before sending any product.
Products must not be returned to our Stapylton, Queensland address. This location does not receive customer returns.
The correct return location depends on the product and fulfilment provider. It may be an Australian or international returns facility.
Do not send a product to any address until the return has been authorised and the correct return instructions have been provided. Unidentified or incorrectly addressed parcels may be delayed, refused or returned to the sender.
A return authorisation requirement does not remove any rights a customer has under the Australian Consumer Law.
Proof of purchase may include an order confirmation, receipt, order number, payment record or another reasonable record of the transaction. An original paper receipt is not compulsory.
RETURN PACKAGING AND PRODUCT ASSESSMENT
A faulty product does not have to be unopened or in its original packaging for a customer to exercise rights under the Australian Consumer Law.
Where possible, please retain the product, labels, instructions and packaging until the claim has been assessed. This can help us identify the product and determine what has occurred.
We are entitled to inspect or assess a product before providing a remedy.
RETURN DELIVERY COSTS
We may ask the customer to return a product that can be posted or easily returned.
If the product is confirmed to have a problem covered by the Australian Consumer Law, we will reimburse reasonable return-postage costs. Please retain the postage receipt.
Where a faulty product is large, heavy or difficult to return, we will discuss an appropriate collection or return arrangement.
If an assessment finds that the product is not faulty or that the problem was caused by misuse or another circumstance not covered by the Australian Consumer Law, the customer may be responsible for reasonable collection, inspection or return costs. Any anticipated inspection or collection charge will be explained before the product is collected.
REPLACEMENTS AND REFUNDS
Delivery of a replacement product may take up to 21 business days, depending on availability, the product and the delivery location.
Approved refunds will be returned to the original payment method wherever reasonably possible.
Restocking, repacking and administration fees will not be deducted from a remedy that a customer is legally entitled to receive for a faulty or incorrectly supplied product.
If we voluntarily agree to accept an exceptional change-of-mind return, the specific conditions and any applicable return, delivery or restocking costs will be confirmed in writing before the product is returned.
ADDITIONAL PRODUCT WARRANTIES AND GUARANTEES
Some products may include an additional manufacturer or supplier warranty, or a separate money-back guarantee. Where one applies, it will be stated on the product page together with the relevant terms.
These additional warranties and guarantees apply alongside, and do not replace or restrict, rights under the Australian Consumer Law.
AUSTRALIAN CONSUMER LAW
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Customers may be entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage.
Customers may also be entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies any right or remedy that cannot legally be excluded under the Australian Consumer Law.
Returns and product concerns must be initiated by emailing: