ONLINE STORE* RETURN POLICY
*AUTHORISED STORES ONLY
Australia
YOU CAN DEPEND ON US. OUR PRODUCTS. OUR SERVICES. OUR PEOPLE
We hope you’ll love your Steelcase products. If your product is faulty, damaged on arrival, incorrect, or you have changed your mind, we're here to help.
Your purchase is also covered by the applicable Steelcase Limited Consumer Warranty for Asia Pacific.
WARRANTY AND FAULTY PRODUCTS
The Steelcase Limited Consumer Warranty applies to products purchased directly from our authorized online store.
If a product is defective in materials or workmanship, Steelcase will, at its option, repair or replace the affected product at no charge. Where repair or replacement is not commercially practicable or cannot be completed within a reasonable timeframe, Steelcase may provide a refund of the purchase price for the affected product.
Nothing in this policy limits your rights under the Australian Consumer Law.
WHAT YOU CAN EXPECT
If you believe your product is faulty or requires warranty assistance, please contact shopau@steelcase.com.
Our Customer Care team will generally respond within 1–2 business days to discuss the issue and, where required, arrange an inspection or next steps.
Please retain your original order confirmation and invoice as proof of purchase.
RETURNS AND REFUNDS
Eligible products may be returned in accordance with the return types and conditions outlined below.
All returns must be approved by our Customer Care team before being sent back. Please contact shopau@steelcase.com to request a return and receive return instructions.
Once a return has been approved, the product must be returned within 14 days of approval. Products returned after this period may be refused or may incur additional reasonable handling costs.
FAULTY RETURNS
If a product is faulty or defective, please contact Customer Care as soon as possible.
A product that does not perform as intended or has a demonstrable defect may qualify as a Faulty Return. Where applicable, Steelcase will provide the remedy required under the Australian Consumer Law or the applicable Steelcase warranty.
For approved Faulty Returns, Steelcase will cover reasonable return delivery costs where required.
If a product is functioning as intended but you are dissatisfied with its finish, comfort, adjustability, appearance or other characteristics, this will generally be treated as a Change-of-Mind Return, subject to the eligibility requirements below.
NON-FAULTY (CHANGE-OF-MIND) RETURNS
If the product is not faulty or defective but you change your mind, eligible products may be returned within 14 days of delivery.
Conditions:
The customer is responsible for preparing and packaging the product for return.
A $119 Change-of-Mind Return Fee applies, covering return freight, handling, inspection and restocking.
No separate standard restocking fee applies.
Original delivery costs are not refundable for Change-of-Mind Returns.
If a product is returned damaged, incomplete, used, or without required components or packaging, Steelcase may refuse the Change-of-Mind Return or charge reasonable costs associated with restoring the required return condition, where permitted by law.
The Change-of-Mind policy does not apply to faulty, defective, DOA or other products covered by the Australian Consumer Law.
SHIPPING ERRORS, WRONG ITEMS & DAMAGED ON ARRIVAL
If your order arrives damaged, defective or contains the wrong item, please contact shopau@steelcase.com as soon as possible with your order number, a description of the issue and photographs where applicable.
We ask that damage, delivery discrepancies and incorrect-item claims be reported within 48 hours where reasonably possible so that we can investigate and resolve the issue promptly.
Nothing in this policy limits your rights under the Australian Consumer Law.
ORDER CHANGES AND CANCELLATIONS
Order changes and cancellation requests must be submitted within 1 hour of purchase during Customer Care business hours, 9:00am–6:00pm Monday to Friday.
Please contact shopau@steelcase.com as soon as possible.
Requests received outside this timeframe cannot be guaranteed, as your order may have already entered processing.
If an order can no longer be cancelled or the delivery address cannot be updated, the request may be treated as a Change-of-Mind Return, subject to the applicable eligibility requirements and fees.
Where an address change or redelivery is possible, an additional redelivery fee may apply.
For information about delivery arrangements and delivery requirements, please refer to our Shipping Policy.
PRICE DROPS AND PROMOTIONS
If a product is reduced in price after your order due to a Steelcase price change or promotion, you may request the difference within 5 calendar days of your order.
Price adjustments are subject to the applicable promotional terms and eligibility requirements.
DELIVERY AND RETURN COSTS
Delivery costs are generally non-refundable for Change-of-Mind Returns.
For approved faulty or Australian Consumer Law-covered issues, Steelcase will provide the applicable remedy, including reasonable return delivery costs where required.
Any redelivery or additional delivery fees resulting from address changes, failed delivery or other delivery requirements may apply separately from return fees.
For further information about delivery options, delivery addresses and additional delivery fees, please refer to our Shipping Policy.
CUSTOMER CARE
Australia: shopau@steelcase.com
Business Hours: 9:00am–6:00pm, Monday–Friday
AUSTRALIAN CONSUMER LAW
Nothing in this policy excludes, restricts or modifies your rights under the Australian Consumer Law.
Consumer guarantees apply automatically and cannot be removed by this policy.
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All specifications subject to change without notice.