Returns and Refunds
You must email us at info@sofarehab.com.au within 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 items have been dropped or broken. All products must be returned in their original condition.
All returns are the responsibility of the buyer. We do not offer return shipping labels or arrange return shipping under any circumstances. All postage and insurance costs for returns are to be paid by the buyer.
It is recommended that you return the product via Registered Post and that you prepay all postage. You assume any risk of loss, theft, or damage to goods during transit; therefore, we advise you to take out shipment registration or 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 restocking fee will be deducted from the refund for domestic orders. For international orders, the restocking fee will be equal to the original AUD shipping cost.
Cancellations & Change of Mind Policy
At Sofa Rehab, we understand that sometimes customers may order the wrong item, change their mind, or need assistance choosing the correct replacement part. We encourage customers to contact us before purchasing if they are unsure about compatibility, sizing, specifications, or suitability so we can help avoid delays, unnecessary returns, or additional costs.
Order Cancellation Requests
Cancellation requests must be submitted as soon as possible after placing your order.
While we will always do our best to accommodate cancellation requests, cancellations are not guaranteed once order processing has begun.
Orders may be unable to be cancelled if:
- the order has already been packed or dispatched,
- the order has already been submitted to one of our suppliers,
- freight has been booked,
- or the item has been specially ordered or sourced.
Standard Stocked Items
For products stocked at Sofa Rehab’s Brisbane warehouse, cancellation requests made before dispatch will generally be accepted.
If the order has already been shipped, the order cannot be cancelled and our Returns Policy will apply instead.
Extended Range Items & Supplier Direct Orders
Products marked as:
“Extended Range Item: Ships Directly from Supplier”
are ordered specifically from one of our suppliers after your purchase is placed.
Because these products may involve supplier processing, special procurement, freight booking, or direct shipment arrangements, cancellation requests may not be possible once supplier processing has commenced.
Where a supplier accepts a cancellation after processing has begun, Sofa Rehab reserves the right to deduct any applicable:
- supplier cancellation fees,
- restocking fees,
- freight charges,
- merchant transaction fees,
- or other non-recoverable costs incurred by Sofa Rehab.
Backordered & Special Order Items
Products that are:
- backordered,
- specially sourced,
- custom procured,
- or ordered specifically for a customer,
may not be eligible for cancellation or change of mind returns once the order process has commenced.
Orders Already Shipped
Orders that have already been dispatched cannot be cancelled.
If you no longer require the item after dispatch, you may request a return in accordance with our Returns Policy and Change of Mind conditions below.
Change of Mind Returns
Sofa Rehab may accept approved change of mind returns at our discretion, provided that:
- the item is unused,
- unopened where applicable,
- in original packaging,
- in resaleable condition,
- and returned within the approved return period.
Change of mind returns may not be accepted for:
- Extended Range Items,
- supplier direct shipped items,
- special order products,
- backordered items,
- used or installed products,
- opened consumables,
- mixed colourants,
- cut-to-length materials,
- or clearance items.
Approved change of mind returns may be subject to:
- return shipping costs,
- supplier restocking fees,
- and deduction of non-refundable payment processing fees.
Original shipping charges are non-refundable for change of mind returns.
Incorrectly Ordered Parts
Many recliner spare parts and furniture repair products can vary in size, specifications, connector type, and compatibility between furniture brands and models.
Customers are responsible for confirming product suitability before ordering. We strongly recommend using our measuring guides, product descriptions, tutorials, and support services before purchase.
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:
-
Original order number
-
Description of the fault and why you believe the item is defective
-
Date the issue occurred
-
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
Custom made colours or custom ordered products cannot be exchanged or refunded unless there is clear evidence that the product is faulty.
