Returns and Refunds
You must email us at info@sofarehab.com.au within the 14 days from the time you received the goods so that we can resolve any problems. Claims for refunds outside this time will be at the discretion of Sofa Rehab.
This refund policy does not apply to custom colour/product orders, goods which have been used or damaged after delivery, if any attempt has been made to alter the product or if they have been dropped or broken. All products must be returned in their original condition. All postage and insurance costs are to be paid by the buyer.
It is recommended that you return the product via Registered post and that you pre pay all postage. You assume any risk of loss, theft or damage to goods during transit and therefore, we advise you to take out shipment registration of insurance with your postal carrier.
All refunds will be equal to the cost of the product only and exclude the initial delivery and return costs.
For all returns other than faulty or damaged items, a $10.00 AUD re-stocking fee will be deducted from the refund for domestic orders. For international orders, the re-stocking fee will be equal to the original AUD shipping cost.
Exchanges
Should you need to exchange an item, please send it to us in its original condition with a copy of your invoice stating the reason for return.
Please note that custom made colours cannot be exchanged unless there is clear evidence that the product is faulty.
All exchange postage costs are to be paid by the buyer.
You must include a pre-paid return satchel for the same value as the return postage along with any parts which you think may assist us in the exchange, ie, your original broken cable.
Failure to provide pre-paid packaging will result in the order being delayed and we will contact you via email to advise that full payment for shipping is required before returning the order.
Warranty Policy & Claim Procedure
Warranty Coverage
Sofa Rehab warrants all products for 12 months from the date of receipt. If a fault is confirmed, Sofa Rehab will, at its discretion, either provide a replacement or refund the purchase price. The warranty is void if the failure results from accident, misuse, improper installation, the use of third-party products, or if the part has been tampered with, modified, or subject to any attempted repair. Replacement items are covered only for the remainder of the original warranty period. Sofa Rehab’s warranty liability is limited solely to the original purchase price of the part. No additional claims for loss, damage, or consequential effects arising from part failure are accepted.
How to Submit a Warranty Claim
All warranty claims must be submitted by email only to info@sofarehab.com.au.
Your email must include:
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Original order number
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Description of the fault and why you believe the item is defective
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Date the issue occurred
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Supporting photos (for visible faults) or a video (for mechanical/electrical faults)
Claims cannot be assessed until all required information is supplied.
Return Postage for Assessment
If an item needs to be returned for evaluation, the buyer is responsible for return postage. If the claim is approved, Sofa Rehab will refund standard return postage costs upon presentation of a valid receipt. Express or premium postage services are not reimbursed.
Assessment Outcome
If a warranty claim is approved, Sofa Rehab may replace the item or refund the purchase price. This decision is considered full and final settlement of the claim. Any replacement item will remain covered only under the original warranty period, which will not be extended.
Returns address –
Sofa Rehab
1/14-16 Imboon Street
Deception Bay
Queensland
Australia 4508
