Refund policy
1. Scope
This Return and Refund Policy applies to consumer purchases of goods made through hjh-office.shop for delivery in Australia. It explains our voluntary change-of-mind process and the statutory guarantees and remedies available under the Australian Consumer Law, which is contained in Schedule 2 to the Competition and Consumer Act 2010 (Cth). Contact us at info@hjh-office.shop.
Nothing in this policy excludes, restricts or modifies a consumer guarantee, right or remedy that cannot lawfully be excluded, restricted or modified. Our voluntary return arrangements operate in addition to Australian Consumer Law rights.
2. Voluntary change-of-mind return
Australian law does not generally require a business to accept a return merely because a customer changed their mind, found a lower price elsewhere, selected the wrong item or no longer wants the goods. HJH Office nevertheless offers a voluntary change-of-mind return for eligible goods when the customer contacts us within 30 days after delivery.
To request this return, email info@hjh-office.shop with the customer name, order number, goods concerned and delivery date. If approved, the goods must be dispatched to the return destination within 14 days after we provide return instructions. Goods should not be sent to an address printed on the parcel without instructions, because a fulfilment location may not be authorised to receive returns.
This voluntary policy is subject to the conditions and exclusions below. It does not impose those conditions on a return made because a product fails to comply with a consumer guarantee.
3. Condition of voluntary change-of-mind returns
To qualify under the voluntary policy, goods must be unused, unmodified and in resalable condition, with original labels, manuals, hardware, tools, electrical components and packaging where supplied. A customer may open packaging and reasonably inspect components, finishes and dimensions. Full assembly, extended sitting or desk use, activation of a motor, installation of anchors, alteration of cable openings, removal of protective coverings, or damage to fasteners and packaging may go beyond reasonable inspection and make a voluntary return ineligible. These conditions do not apply to a remedy required because goods fail a consumer guarantee.
Furniture should be disassembled only where our instructions permit and packed so that frames, upholstery, mechanisms, desktops, castors, gas lifts, motors and controls cannot damage one another in transit. All numbered parts and fasteners should be included. The customer should retain proof of postage or collection until the refund is completed.
4. Return costs
For a voluntary change-of-mind return, the customer bears the direct return cost unless we agree otherwise. Chairs, desks, cabinets and multi-carton furniture can be costly to return and may require a furniture carrier or collection appointment. The original standard-delivery cost is not deducted because standard delivery is free. Any separately purchased assembly, room-of-choice or premium delivery service is not refundable under the voluntary policy once properly performed unless required by law.
If we confirm that goods fail a consumer guarantee, we will reimburse reasonable return costs already paid. For goods that are large, heavy, installed or difficult to return, we will arrange and pay for collection within a reasonable time where Australian Consumer Law requires us to do so. If an assessment finds no product problem, we may charge a reasonable collection or inspection cost only after giving a reasonable estimate in advance.
5. Refund timing and method
For an approved change-of-mind return, we may wait until the goods are received and inspected before issuing the refund. We aim to process an approved refund within 10 business days after receipt. Financial institutions may require additional time to display it. A statutory refund for a major failure or another Australian Consumer Law remedy will be provided within a reasonable time having regard to the circumstances.
Refunds are normally made to the original payment method unless the customer agrees to another lawful method. A refund will not be forced into store credit. No refund-processing fee is charged. The amount may reflect a genuine discount allocated to the returned item, but consumer-guarantee refunds are not reduced merely because the customer used the goods before discovering a major failure.
6. Exclusions from our voluntary change-of-mind policy
Unless faulty or otherwise covered by a statutory remedy, the voluntary policy does not cover:
goods upholstered, cut, drilled, engraved, configured or otherwise made to the customer’s specifications;
desktops or storage products altered after delivery, including added holes or trimmed components;
clearance goods identified as final sale before purchase;
gift cards, downloadable products or assembly services already fully supplied;
incomplete sets or hardware packs where missing components prevent resale; and
products damaged solely through incorrect assembly, overloading, unsuitable floors, unauthorised electrical work, modification, improper storage or failure to follow clear instructions.
An exclusion from a voluntary change-of-mind return does not remove rights relating to goods that fail the Australian Consumer Law consumer guarantees.
7. Personalised goods and customer-approved proofs
An item produced to a customer’s dimensions, upholstery, finish, handed orientation, control option or other individual configuration is excluded from our voluntary change-of-mind policy. If production has not started, we may choose to accept a cancellation, but this is discretionary and depends on whether materials, configuration work or production capacity have already been committed.
Customers must check any supplied drawing, swatch reference or configuration summary carefully. Approval confirms the visible details, dimensions, orientation and options shown. A product is not faulty merely because the customer approved an unsuitable size or configuration, but statutory remedies remain available if the delivered item differs materially from the approved specification or has a manufacturing, safety or conformity defect.
8. Partial returns, sets and promotional items
A customer may cancel one or more eligible items without cancelling the whole order, provided the request identifies the relevant goods. If a product was sold only as a set, all components of that set should be returned. Where a genuine multi-buy discount or gift depended on keeping a stated number or value of products, a refund may be adjusted only as transparently disclosed and permitted by law. We will never use a promotion to remove statutory rights.
9. Packaging and return transit
Large, rigid, upholstered, mechanical and electrical products should be protected on edges and faces against scratching, puncture, bending and impact. Gas lifts and spring-loaded mechanisms should not be opened or compressed outside the instructions. The customer is responsible for voluntary change-of-mind returns while they are in transit and should use a suitable tracked and insured furniture service. Responsibility and costs for goods returned under consumer guarantees remain governed by the Australian Consumer Law and our instructions.
10. Australian Consumer Law guarantees
Goods supplied to consumers come with guarantees that cannot be excluded. Depending on the transaction, goods must be of acceptable quality, safe, durable, free from defects, acceptable in appearance and finish, fit for their common purpose and for any disclosed purpose on which the customer reasonably relied, match their description and any sample or demonstration model, and be supplied with clear title, undisturbed possession and no undisclosed securities. Express warranties must also be honoured.
A major failure includes a product that is unsafe, substantially different from its description or sample, unable to be used for its normal or disclosed purpose and not easily fixed within a reasonable time, or affected by one serious or several smaller problems that would have stopped a reasonable consumer buying it had they known. For a major failure, the consumer may reject the goods and choose a refund or replacement of the same type, or keep the goods and seek compensation for the reduction in value. The consumer may also be entitled to compensation for reasonably foreseeable loss or damage.
For a minor failure, we may choose to repair the goods free of charge, replace them or provide a refund. If we cannot or do not fix the problem within a reasonable time, the consumer may have it fixed elsewhere and recover reasonable costs, reject the goods for a refund or replacement where permitted, or keep them and seek compensation for the reduction in value.
Consumer-guarantee rights apply for the period that is reasonable given the product’s nature, price, quality, representations and expected use. They may continue after an express or manufacturer warranty expires. We will not direct a customer to the manufacturer as a substitute for dealing with our responsibility as the supplier.
Report transit damage, missing parts or an incorrect item as soon as reasonably possible to info@hjh-office.shop. Prompt reporting helps us investigate with the carrier, but it does not replace statutory rights. Include the order number and, where reasonably available, clear photographs of the item and packaging.
11. Orders lost in transit
If an order does not arrive within the agreed delivery period, contact us. Responsibility for the goods generally remains with us until they come into the physical possession of the customer or a person identified by the customer to receive them, unless the customer independently commissioned a carrier that we did not offer. Depending on the circumstances, we will arrange redelivery or a refund in accordance with the Shipping Policy and applicable law.
12. Exchanges
We do not guarantee direct exchanges. The simplest way to obtain another item is usually to return the eligible item for a refund and place a new order. This does not affect any right to require repair or replacement for non-conforming goods.
13. Refund queries and complaints
If a refund appears overdue or incorrect, email info@hjh-office.shop with the order number and return evidence. We will review the matter and respond within a reasonable time. Customers may seek help from the consumer affairs or fair trading body in their state or territory, report issues to the Australian Competition and Consumer Commission, and use any tribunal, court or alternative dispute resolution procedure available by law.
14. Information to include with a return request
A return request should be emailed to info@hjh-office.shop and should identify the customer, order number, product, delivery date and requested outcome. For a product problem, a concise explanation and photographs or video showing the full product, affected component, model label, assembly stage and packaging may help us investigate. A customer is not required to use a particular form or legal wording.
For an adjustment, stability, noise or electrical concern, customers should stop using the product if continued use could be unsafe and should not dismantle a gas lift, motor, power supply or control box. We may ask proportionate questions about assembly and load, but such questions will not be used to deny a valid statutory remedy.
15. How to start a return
Email info@hjh-office.shop with the order number, the item concerned and the reason for the request. For a change-of-mind cancellation, a reason is optional. For a quality issue, a short explanation and clear photographs may help us identify the remedy and prevent a repeat issue. We will reply with return instructions, the destination and any available label or collection arrangements.
A return authorisation is an administrative reference and does not decide whether a statutory right exists. Conversely, sending an item without sufficient identifying information may delay matching the parcel to the order. Customers should not include unrelated personal documents in a return parcel.
16. Assessment of returned goods
When a return arrives, we may reasonably inspect the product, hardware, frame, upholstery, castors, gas lift, adjustment mechanisms and electrical components relevant to the reported issue. Inspection is intended to distinguish a manufacturing or conformity issue from accidental damage, overloading, incorrect assembly, unauthorised modification or normal wear. Any decision will take account of the product type, stated load and adjustment range, expected lifespan, description, customer explanation and applicable law.
If testing shows that a claimed fault is not present, we will explain the result and discuss the lawful options. We will not charge an undisclosed inspection fee or deny a consumer remedy simply because packaging has been opened to examine the goods.
17. Repair and replacement details
Where a repair is the appropriate remedy, it will be provided within a reasonable time and at our cost. For a minor failure, we may choose whether to repair, replace or refund. For a major failure, the customer generally chooses between refund and replacement, and we will not substitute a repair unless the customer agrees.
A replacement should correspond with the contracted product. If the same version is unavailable, we may offer a genuinely comparable alternative, but the customer does not have to accept a materially different substitute. Any repaired or replacement item remains protected by statutory rights; providing it does not restart or reduce rights contrary to law.
18. Deductions and refused refunds
For an approved voluntary change-of-mind return, we may refuse the return or make a reasonable deduction where the goods no longer meet the clearly stated eligibility conditions because of use, damage, missing components or incomplete packaging. We will not impose an automatic restocking fee that was not disclosed.
We may refuse a voluntary change-of-mind refund where an exclusion applies, the request was made outside the stated period, or the customer cannot show that the goods were purchased from us. Such a refusal does not affect a separate claim that the goods fail a consumer guarantee.
19. Gifts and purchases made by another person
Refunds are normally issued to the original payment method used by the purchaser. A gift recipient may contact us about a defective product, but we may need the order number or reasonable proof of purchase. We will not disclose the purchaser’s unrelated personal or payment information to the recipient.
20. Chargebacks and duplicate recovery
Customers should contact us first where reasonably possible so that we can investigate a missing refund or order problem. Starting a payment dispute does not remove statutory rights, but a customer is not entitled to recover the same amount twice. If a bank or payment provider has already issued a final credit for the same claim, we may take that into account when completing our own refund process.
21. Evidence of purchase
An order confirmation, receipt, payment record or other reasonable evidence may establish that goods were purchased from us. Statutory rights do not depend on producing a paper receipt if another reliable record is available. We may ask proportionate questions to protect customers against fraud and to locate the correct transaction.
22. Nothing in this policy restricts legal remedies
This policy provides a practical route for cancellation and complaints. It does not limit a customer’s right to claim damages or exercise another remedy available under applicable law where the legal conditions are met. Any goodwill refund, extended return period or discretionary exchange offered in a particular case does not create an obligation to offer the same arrangement in every case.
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