Refund Policy

Refund Policy

This Refund Policy is derived from, and must be read consistently with, OnlineHomeStore's Terms & Conditions. The Terms & Conditions remain the authoritative master document and this policy does not replace or vary them.

Refunds

  • All confirmed and accepted refunds will be processed by EFT or, where applicable, by reversal to the original payment method.
  • Where an EFT refund is required, OnlineHomeStore may request the customer's banking details for the account into which the refund is to be paid.
  • Once a refund has been accepted as due and any funds relating to the original transaction have cleared in our account, OnlineHomeStore will process the refund as soon as reasonably practicable and, in any event, no later than 7 working days thereafter.
  • Once the refund or payment reversal has been processed by OnlineHomeStore, it may take up to 72 business hours for the funds to reflect in the account holder's account, depending on the relevant banking institutions and payment method. This banking processing period is outside OnlineHomeStore's control.
  • Proof of the refund or reversal transaction will be emailed to the customer once it has been processed.
  • We do not process cash refunds.

Returns, cancellations and exchanges

Please Note: We do not offer products on an approval (appro) basis. Customers should therefore review product details and specifications carefully and satisfy themselves that the product is suitable before completing an order. Returns, cancellations and exchanges are accepted only in accordance with the applicable conditions, timeframes and costs set out in our Terms & Conditions. If you have any questions or require assistance before making a purchase, our team is available to assist.

Cancellation by a Consumer

You may cancel your order at any time before the expiry of 7 calendar days from the date you receive the Goods, not including the day on which you received them, subject to the conditions and applicable return requirements set out in our Terms & Conditions.

  • If you decide to cancel the order in accordance with those provisions, you are responsible for the cost of returning the Goods. We have no obligation to refund to you your cost of re-packing and returning the Goods, nor bank/admin costs incurred at time of placing your order.
  • If the Goods you return show any sign of damage or loss due to your checking, then we shall be entitled to deduct the cost from your refund money.
  • In the event of cancellation of an order by you in compliance with our Terms & Conditions, any refund due will be processed in accordance with the refund provisions set out above.

Change of mind or incorrect purchase

Should a consumer make a purchase and decide to cancel because the purchase was made in error or because the consumer has had a change of mind, whether before or after delivery, the consumer must notify us within 24 hours of receipt where the Goods have already been delivered, so that the return can be arranged and completed within the required timeframe. A 10% admin/handling fee and any applicable re-stocking fee will be deducted from the amount paid by the consumer to cover banking and administrative costs/fees already incurred. The balance, excluding the actual shipping fee which is not refundable, will be refunded to the consumer by EFT or reversal to the original payment method, only once the consumer's funds have cleared in our account and after the returned item/s have been received and determined to be in good order. As we do not hold stock and generally ship directly from suppliers, suppliers may impose a restocking fee, which may range between 10-20%, for returns. Where such a fee applies, the consumer will be liable for that cost and it will additionally be deducted from the amount to be refunded. In addition, the return of the order in such instances will be at the consumer's risk and cost. The returned item/s must reach us within 7 working days of receipt of the item/s having been delivered. If not, we will not accept the return. The consumer remains responsible for ensuring that returned Goods are properly and securely packaged and reach us or the applicable supplier in good order, regardless of whether the return courier is arranged by OnlineHomeStore or by the consumer.

NOTE: In particular, but not limited to, all Bedding, Linen, Curtains & Bathroom items have a minimum 10% restocking fee if returned or exchanged. Notification of the return must be made within 24 hours of receipt of the order because returns to our supplier are extremely time-sensitive, and the product must arrive back with us within 7 days of the order having been received, in its original, unopened packaging.

Faulty or defective Goods

Goods claimed to be defective may be sent to the supplier, manufacturer or authorised service agent, as applicable, for inspection and confirmation of the defect or fault.

Should the supplier, manufacturer or authorised service agent confirm a defect or fault, we will refund the reasonable cost of return carriage where applicable and will provide the applicable repair, replacement or other remedy in accordance with our Terms & Conditions.

Any remedy provided is subject to rights and remedies that cannot lawfully be excluded or limited.

Delivery surcharges and cancelled orders

Should an outlying or rural delivery surcharge apply to your area, this will be communicated to you as soon as possible. The surcharge will be payable via EFT prior to dispatch, failing which we reserve the right to cancel the order and reverse the payment made via original payment method or EFT.

For the complete conditions governing returns, exchanges, cancellations, faulty Goods, delivery damage, return costs and refund eligibility, please refer to OnlineHomeStore's Terms & Conditions and Return & Refund Policy.