Refund policy

Axen Ergonomics – Delivery, Returns, Refunds & Warranty Policy

At Axen Ergonomics, we work with trusted suppliers to deliver high-quality desks and ergonomic chairs.
This policy explains how delivery, returns, refunds and warranty work for:

Desks
Chairs
Custom-built and installed products

If you have any questions, contact us at:
📧 contact@axenergonomics.com.au

1. Delivery Information (Desks & Chairs)

Our delivery partners operate during standard business hours, Monday to Friday (excluding public holidays).

Most orders are delivered within 10 working days, subject to stock availability and back orders.
Any delivery date or time provided is an estimate only. We are not liable for unforeseen delays.
Orders may arrive in multiple deliveries if products ship from different warehouses.
Delivery is to the ground floor of the specified address only. Drivers may assist beyond this at their discretion but this is not guaranteed.
We do not deliver to PO Boxes or Parcel Lockers.
Delivery costs are based on item size, weight and postcode and are shown at checkout.
If a delivery attempt is made and not accepted, redelivery fees may apply.
If your order is delivered on a pallet or in a crate, disposal of the pallet/crate is your responsibility.

You must notify us of any delivery damage, faults or missing items within 24 hours of delivery.
If severe damage is visible, please refuse the damaged item and contact us as soon as possible.

2. Desk Returns & Refunds

These terms apply to standard desks supplied via our desk partner.

2.1 Change-of-mind returns – desks

No returns or refunds are accepted for customised or installed desks (see Section 4).
For standard, non-custom desks, you must contact us within 7 days of delivery to request a return.
Desks must be:

Unused
Unassembled
Returned in original packaging

If approved, we will provide instructions for returning the item.
Please do not return any items without contacting us first, as you may be responsible for associated costs.

Delivery fees are non-refundable for incorrect orders or change-of-mind.
Additional freight / handling costs may apply for change-of-mind returns.

2.2 Desks damaged in transit

Check all items and packaging at delivery.
If damage appears severe, refuse delivery of that specific item and notify us.
You may be asked to provide photos of the damaged parts.

Where an item is confirmed damaged in transit, we will offer either:

Replacement of the part or whole item; or
A refund, processed back to your original payment method.

Rubbish removal of damaged parts or packaging is your responsibility or that of the freight company.

2.3 Desk warranty

We act as a reseller and pass on the warranties provided by our desk supplier in line with Australian Consumer Law.

Warranty periods typically range from 1–10 years, depending on the product.
You may be entitled to a replacement or refund for major failures, or repair/service for minor issues.
You may be required to provide photos (and any product labels) to assist assessment.

Warranty does not cover:

Damage caused by abnormal use, misuse or failure to take reasonable care
Damage caused by not following installation or manufacturer’s instructions
Damage to other products used in conjunction with the desk

Please do not return desks before lodging a warranty claim, otherwise you may be responsible for associated costs.

3. Chair Returns & Refunds

These terms apply to ergonomic chairs supplied via our chair partner.

3.1 30-day return & refund policy – chairs

We offer a 30-day return and refund policy on eligible chairs.

To be eligible:

You must request a return within 30 days of receiving your chair
The chair must be:

In the same condition as received
Unassembled or unused
With all tags attached
In the original packaging

You must provide proof of purchase (receipt/order confirmation).

For change-of-mind returns (for example, colour preference):

The buyer pays freight/shipping costs for the return.
A 30% restocking fee may be applied where there is no manufacturing fault.

3.2 How to start a chair return

To request a return for chairs:

Email contact@axenergonomics.com.au
Include your order number, details of the product, and explanation for the return.
We’ll confirm if your return is accepted and provide instructions on how and where to send your package.

Items sent back without prior approval will not be accepted.

You can always contact us at contact@axenergonomics.com.au for any return questions.

3.3 Damaged or faulty chairs

Please inspect your chair upon delivery and contact us immediately if:

The item is defective
The item is damaged
You receive the wrong item

We’ll evaluate the issue and work with you to make it right in line with Australian Consumer Law.
Where a major failure is confirmed, return shipping costs will generally be covered and you will be advised how to return the product at no cost to you.

3.4 Non-returnable chair items

We cannot accept returns on:

Custom or special-order chairs
Personalised items
Sale or clearance items
Gift cards

4. Custom-Built & Installed Products

This applies to:

Custom-built desks (size, finish, colour, special configurations)
Customised installations
Any product specifically made or altered to your requirements

For these items:

No change-of-mind returns or refunds are available once production or installation has commenced.
Returns are only considered where there is a major fault, manufacturing defect, or other issue covered under Australian Consumer Law.

If you believe there is a fault with a custom-built or installed product, contact us as soon as possible at contact@axenergonomics.com.au with photos and details.

5. Exchanges

We don’t offer direct “swaps” or automatic exchanges.

For chairs: the fastest way is usually to return the item (if eligible) and place a new order once your return is accepted.
For desks: exchanges may be treated as a return plus a new order, depending on the item and supplier.

6. Refund Processing

Once we receive and inspect your returned item:

We’ll notify you whether the refund is approved or declined.
If approved, you’ll be refunded to your original payment method.
Your bank or card provider may take additional time to process and post the refund.

Delivery / shipping fees are non-refundable for change-of-mind or wrongly ordered items.

7. When We May Decline a Refund or Replacement

We may decline a refund or replacement if, in our reasonable opinion, the product:

Is outside the applicable return window
Has been used, assembled or installed where “unused/unassembled” is required
Shows fair wear and tear
Has been damaged due to misuse, improper assembly, abnormal use, or not following instructions or weight ratings
Is a non-returnable item (e.g. custom-built desk, personalised product, sale item, gift card)