Refund Policy

Returns & Refund Policy

At The Complete Hire, we want our customers to be happy with their purchase. This Returns & Refund Policy explains how we manage change-of-mind returns, cancellations, faulty or damaged products, exchanges and refunds.

Nothing in this policy excludes, restricts or modifies any rights or remedies available to customers under the Australian Consumer Law (ACL).

Change-of-Mind Returns

The Complete Hire does not offer refunds, credits or exchanges for change of mind once an order has been shipped, dispatched or delivered.

Change-of-mind reasons include, but are not limited to:

no longer wanting or needing the product;
ordering the wrong item;
ordering the wrong colour, style, size or quantity;
incorrect measurements taken by the customer;
finding a different product elsewhere;
finding the same or similar product at a lower price elsewhere;
deciding the product is no longer suitable for the customer's personal requirements; or
any other reason where there is no fault or issue with the product supplied by The Complete Hire.

Customers should carefully check product descriptions, dimensions, colours, quantities and other relevant details before completing their purchase.

Once an order has been shipped or delivered, it cannot be returned or exchanged solely because the customer has changed their mind.

Australian Consumer Law does not generally require a business to provide a refund or exchange where a customer receives what they ordered but simply changes their mind.

This change-of-mind policy does not affect any rights a customer may have where a product is faulty, damaged, incorrectly supplied, materially different from its description or otherwise fails to meet a consumer guarantee under Australian Consumer Law.

Customer-Initiated Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Where an order is cancelled or refunded for a reason originating from the customer, including:

change of mind;
accidentally placing an order;
ordering the wrong product;
ordering the wrong quantity;
duplicate orders;
no longer requiring the product;
incorrect measurements or selections made by the customer; or
any other customer-initiated reason,

a 1.7% merchant processing fee will be deducted from the total amount originally paid when the refund is processed.

This applies regardless of how soon after placing the order the customer requests cancellation.

This fee reflects merchant/payment processing costs incurred by The Complete Hire when the original payment is processed and which may not be returned to us when the transaction is refunded.

Example

If an order total of $1,000 is paid and subsequently cancelled due to a customer-initiated reason, a 1.7% merchant processing fee of $17 will be deducted and the refund will be $983, subject to any other applicable terms of the order.

The 1.7% fee does not apply where the customer is legally entitled to a full refund under Australian Consumer Law.

Cancellations or Refunds Caused by The Complete Hire

Where an order must be cancelled or refunded because of an issue attributable to The Complete Hire, including where we are unable to supply an item that has already been purchased, the customer will receive a 100% refund of the amount paid for the affected product or order.

No 1.7% merchant processing fee will be deducted in these circumstances.

If a product becomes unavailable after purchase because stock has changed unexpectedly, we may contact you to offer:

a suitable alternative product;
the option to wait for replacement stock, where appropriate; or
a full refund for the unavailable product.

We will not substitute an item without discussing the available options with you.

Stock Availability

Our furniture stock changes frequently, and we make reasonable efforts to keep product availability on our website accurate and up to date.

However, in rare circumstances, an item may sell out before our inventory system has been updated or multiple customers may purchase limited stock at approximately the same time.

If we discover that an item you have purchased is unavailable, we will contact you as soon as reasonably possible and discuss the available options.

Where The Complete Hire cannot supply the purchased product and a suitable alternative is not agreed upon, the amount paid for that affected product will be refunded in full.

Faulty, Damaged or Incorrect Products

If you receive a product that you believe is faulty, damaged, unsafe, materially different from its description or otherwise does not meet applicable consumer guarantees, please contact us at:

sales@tch.com.au

Please provide:

your name;
order number or proof of purchase;
a description of the issue; and
photographs or video showing the problem where reasonably possible.

We may need to inspect or assess the product before determining the appropriate remedy.

A business is entitled to assess a product before providing a remedy, but consumer rights depend on the nature and seriousness of the problem.

Minor Problems

Where a product has a minor problem, The Complete Hire may choose an appropriate remedy, which may include repairing the product within a reasonable time.

Depending on the circumstances, we may also offer a replacement or another appropriate solution.

Major Problems

Where a product has a major failure under Australian Consumer Law, the customer may be entitled to choose between a refund or replacement and may also have other rights available under the ACL.

We will not limit these statutory rights by requiring a customer to accept a repair where Australian Consumer Law gives the customer the right to choose another remedy.

Products Damaged by Customer Use

A customer may not be entitled to a repair, replacement or refund where the problem was caused by:

misuse;
accidental damage after delivery;
improper installation or assembly by the customer or another person;
failure to follow applicable care or use instructions;
unauthorised modification; or
normal wear and tear where appropriate.

Australian Consumer Law also generally does not require a business to provide a remedy where a customer simply changes their mind or where the customer was made aware of a particular fault before purchasing the product.

Proof of Purchase

Proof of purchase is generally required so that we can verify your transaction.

Examples may include:

order confirmation;
receipt;
invoice;
bank or card transaction record; or
another record that reasonably demonstrates the purchase was made from The Complete Hire.

Please contact us if you are unable to locate your original receipt.

Return Shipping — Change of Mind

For approved change-of-mind returns, the customer is responsible for:

arranging return transport;
paying return freight or courier costs; and
ensuring the item is appropriately packaged to prevent damage during return transport.

Original delivery charges and return shipping costs are generally non-refundable for voluntary change-of-mind returns unless we agree otherwise.

If the returned item is damaged during return transportation arranged by the customer, this may affect whether the item qualifies under our voluntary change-of-mind policy.

For higher-value items, we recommend using a trackable and appropriately insured delivery service.

Return Costs for Faulty Products

Where a customer has rights under Australian Consumer Law because a product does not meet a consumer guarantee, return and transportation arrangements will be handled in accordance with those legal requirements.

We will not require customers to bear costs that Australian Consumer Law requires The Complete Hire to cover.

Partial Refunds or Reduced Change-of-Mind Credits

For voluntary returns that do not relate to a fault covered by Australian Consumer Law, The Complete Hire may refuse the return or, where agreed with the customer, offer a reduced refund or credit where:

the product shows signs of use;
packaging is missing or materially damaged;
parts, accessories or components are missing;
the item has been damaged for reasons not attributable to The Complete Hire; or
the product is otherwise not returned in substantially the same condition in which it was supplied.

These conditions apply only to voluntary returns and do not limit consumer guarantee rights.

Sale and Clearance Items

Sale, promotional and clearance items are generally not eligible for voluntary change-of-mind returns unless otherwise agreed by The Complete Hire.

However, sale or clearance status does not remove a customer's rights under Australian Consumer Law.

If a sale or clearance item is faulty or otherwise fails to meet a consumer guarantee, the customer may still be entitled to a repair, replacement, refund or other applicable remedy.

The ACCC specifically states that businesses cannot use policies such as “no refunds on sale items” to deny consumer guarantee rights for faulty products.

Gift Cards

Gift cards are generally not returnable or refundable for change-of-mind purposes, subject to applicable Australian law and any terms applying to the gift card.

Exchanges

For voluntary exchanges, please email:

sales@tch.com.au

Any exchange is subject to:

stock availability;
product condition;
this Returns & Refund Policy; and
any additional delivery or transport costs that may apply.

Where a product is faulty, damaged or otherwise does not meet Australian Consumer Law consumer guarantees, exchanges will be handled in accordance with the applicable legal requirements.

Refund Processing

Once a returned product has been received and, where necessary, inspected, we will notify you of the outcome of your return or refund request.

Approved refunds will generally be returned to the original payment method, unless another arrangement is agreed or required.

The time taken for funds to appear in your account may depend on your bank, card provider or payment provider.

Late or Missing Refunds

If we have confirmed that your refund has been processed but you have not yet received it:

Check your bank or payment account again.
Contact your credit card or payment provider, as processing times may vary.
Contact your bank, as the refund may still be pending.

If you have completed these steps and still cannot locate your refund, please contact us at:

sales@tch.com.au

Afterpay Refunds

Where an order was paid using Afterpay, approved refunds will generally be processed through the applicable Afterpay transaction and may be subject to Afterpay's processing procedures and timeframes.

Please contact us if you have questions about a refund relating to an Afterpay purchase.

Direct Deposit Refunds

For purchases paid by direct bank deposit, we may require confirmation of appropriate bank account details before processing an approved refund.

For your security, we may undertake reasonable verification before releasing funds.

In-Store Cash Purchases

Where an eligible refund relates to an in-store cash purchase, our team will advise you of the appropriate refund procedure.

Proof of purchase may be required.

Delivery Damage

We recommend inspecting your furniture as soon as reasonably possible after delivery.

If you notice apparent delivery damage, please contact us promptly at:

sales@tch.com.au

Where possible, please provide photographs showing:

the furniture;
the damaged area;
the packaging; and
any other information that may assist us in investigating the issue.

Prompt notification helps us assess what occurred, but nothing in this section imposes an artificial time limit on rights that may apply under Australian Consumer Law.

Delivery Delays

We make reasonable efforts to meet estimated delivery timeframes.

Occasionally, delays may occur due to transportation issues, weather, supplier delays, stock availability, public holidays, regional delivery requirements or other circumstances.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to contact you and provide updated information.

If a delay or failure to supply gives rise to rights under Australian Consumer Law, those rights will continue to apply.

Return Address

Once your return has been approved by our team, products should be returned as instructed to:

The Complete Hire
Level 1, The Cusack Centre
27–29 Eyre Street
Kingston ACT 2604

Please do not return products directly to the manufacturer unless we specifically instruct you to do so.

Australian Consumer Law generally places responsibility on the business that sold the product to assist the consumer with a consumer guarantee issue rather than simply directing the customer to the manufacturer.

Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under Australian Consumer Law.

The Complete Hire's no change-of-mind refund policy applies only where there is no fault or other failure to meet an applicable consumer guarantee.

It does not prevent a customer from seeking a remedy where Australian Consumer Law provides that right.

Accordingly:

there is no change-of-mind refund, exchange or credit after an order has been shipped or delivered;
customer-initiated cancellations may only be considered before dispatch;
approved customer-initiated cancellations before dispatch are subject to the 1.7% merchant processing fee;
the 1.7% merchant processing fee does not apply where The Complete Hire is responsible for the refund;
the 1.7% fee does not apply where the customer is legally entitled to a full refund under Australian Consumer Law;
sale and clearance items are not eligible for change-of-mind returns but remain protected by applicable consumer guarantees; and
statutory consumer rights are not subject to an artificial 30-day return period.

Contact Us

For returns, refunds, exchanges, cancellations or warranty enquiries, please contact:

Email: sales@tch.com.au
Phone: (02) 6280 0646
Address: Level 1, The Cusack Centre, 27–29 Eyre Street, Kingston ACT 2604

Please include your order number or proof of purchase wherever possible so our team can assist you efficiently.