Terms & Conditions

Customer Care

Welcome to The Complete Hire Customer Care section.

We are committed to providing friendly, reliable service and helping you find the right furniture for your home, office, event or other requirements.

Whether you have questions about our furniture range, stock availability, payment options, delivery, or an existing order, our customer care team is happy to assist.

You can contact us by phone or email, or visit us in store for personalised assistance.

Privacy & Safety

Protecting your privacy and personal information is important to The Complete Hire.

We use secure payment methods and appropriate systems to help protect your information when you shop with us. Personal information collected through our website or during the ordering process is used to process orders, arrange delivery, communicate with customers and provide our services.

We do not intentionally disclose personal information to third parties except where necessary to process your payment, complete your order, arrange delivery, meet legal requirements or provide services on our behalf.

Please refer to our Privacy Policy for further information about how your information is collected, stored and used.

Payment Methods

We offer a range of convenient payment options.

Online Payments

For purchases made through our website, accepted payment methods may include:

Mastercard
Visa
Debit cards
Credit cards
Afterpay
Available payment methods will be displayed during checkout.

Manual Orders & Direct Deposit

For orders arranged manually through our team, direct bank deposit may also be available.

If you would like to make payment by direct deposit, please contact us and our team will provide the required payment instructions and guide you through the process.

An order may not be confirmed or released for delivery until cleared payment has been received, unless otherwise agreed with The Complete Hire.

In-Store Payments

For purchases made directly in store, we may accept:

Credit card
Debit card
AfterPay
Cash
Other approved payment methods available at the time of purchase

Please contact our team if you would like to confirm a particular payment method before visiting.

Stock Availability

We make every reasonable effort to keep the stock information displayed on our website accurate and up to date.

However, our furniture stock changes regularly and some products may sell quickly, particularly where quantities are limited.

In rare circumstances, an item may become unavailable after an online order has been placed. This can occur where multiple customers purchase the same limited-stock product within a short period or where there is a delay in our inventory system updating.

If an item you have purchased is no longer available, The Complete Hire will contact you as soon as reasonably possible.

Depending on the circumstances, we may offer you:

a suitable alternative product;
the option to wait for additional stock, where available; or
a refund for the unavailable item.

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

Order Confirmation

Submitting an order through our website does not necessarily guarantee availability of every item.

Orders are subject to:

stock availability;
successful payment;
confirmation of pricing;
delivery availability;
delivery location and access requirements; and
any other information required to complete the order.

If there is an issue with your order, our team will contact you using the contact details provided at the time of purchase.

Delivery Timeframes & Delays

We make every reasonable effort to deliver orders within the estimated timeframe provided.

Delivery dates and timeframes are estimates unless specifically confirmed otherwise.

Occasionally, delays may occur due to circumstances such as:

transport or courier delays;
unexpected stock availability issues;
supplier delays;
weather conditions;
public holidays;
unusually high order volumes;
regional or interstate transport requirements; or
circumstances outside our reasonable control.

If we become aware of a significant delay affecting your order, we will make reasonable efforts to contact you and provide an update regarding the expected delivery timeframe.

The ACCC advises businesses to provide customers with clear information about stock availability, likely delivery timing and available solutions when supply delays become known.

Delivery Access

Customers are responsible for providing accurate delivery information and ensuring that the delivery location is reasonably accessible.

Please advise us before delivery if there are any access restrictions, including:

stairs;
lifts;
narrow entrances or hallways;
restricted parking;
loading restrictions;
difficult property access; or
any other circumstances that may affect the safe delivery of your furniture.

Additional charges may apply where special delivery arrangements, additional labour, redelivery or additional transport services are required, provided these are discussed with the customer where reasonably practicable.

If our delivery team determines that an item cannot be safely delivered to the requested location, we may need to discuss alternative delivery arrangements with you.

Product Images, Colours & Measurements

We make reasonable efforts to ensure product photographs, descriptions, measurements and colours shown on our website accurately represent the products available.

However, there may be minor variations in colour, texture, finish, measurements or appearance due to factors such as:

screen and monitor settings;
lighting conditions;
manufacturing variations;
natural variations in materials; or
the condition and characteristics of individual furniture items.

Customers should carefully review the product description, measurements and specifications before purchasing.

If you require specific measurements or additional product information, please contact our team before placing your order.

Pricing & Website Errors

We make reasonable efforts to ensure that prices, descriptions, stock quantities and other information displayed on our website are accurate.

Occasionally, an administrative, technical or pricing error may occur.

Where we identify an error affecting an order, we will contact the customer as soon as reasonably possible to explain the issue and discuss the available options.

We will not knowingly charge a customer an additional amount without their agreement.

Cancellations & Change of Mind

Please contact The Complete Hire as soon as possible if you wish to change or cancel an order.

Where a cancellation or refund is requested for reasons originating from the customer, including but not limited to:

change of mind;
ordering the incorrect product;
ordering the incorrect quantity;
accidental or duplicate orders;
no longer requiring the item;
providing incorrect order details; or
any other customer-initiated reason,

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

This fee applies regardless of how soon after placing the order the cancellation request is made.

The reason for this deduction is that once a payment has been processed, The Complete Hire incurs a merchant/payment processing fee which may not be returned to us even when the customer's payment is subsequently refunded.

Example

If a customer pays $1,000 and later requests cancellation due to a change of mind or another customer-initiated reason, a 1.7% merchant fee of $17.00 will be deducted and the refund amount will be $983.00, subject to any other applicable conditions of the order.

Cancellations Caused by The Complete Hire

If an order needs to be cancelled or refunded due to circumstances attributable to The Complete Hire, including where we are unable to supply an item that has been purchased, 100% of the amount paid for the affected item or order will be refunded, with no 1.7% merchant fee deducted.

Australian Consumer Law

The 1.7% merchant processing fee applies only to voluntary cancellations, change-of-mind requests or other customer-initiated cancellations where the customer is not otherwise legally entitled to a refund.

The fee will not be deducted from a refund where the customer is entitled to a full refund under the Australian Consumer Law, including applicable circumstances involving major product failures or other consumer guarantee rights.

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

Faulty, Damaged or Incorrect Items

If you believe an item is faulty, damaged, not as described or you have received an incorrect product, please contact us as soon as reasonably possible and provide details of the issue.

We may request photographs or other information so that our team can assess the matter and determine the appropriate next steps.

Customer rights relating to faulty or defective products are governed by Australian Consumer Law. Depending on the circumstances and seriousness of the issue, customers may be entitled to a repair, replacement, refund or another applicable remedy.

Australian Consumer Law

Our terms, policies and conditions do not exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.

Consumer guarantees automatically apply to eligible purchases, regardless of additional store policies or warranties.

General Conditions

By purchasing from The Complete Hire, customers are responsible for providing accurate:

contact details;
delivery addresses;
billing information; and
other information reasonably required to process and deliver an order.

The Complete Hire reserves the right to contact a customer before processing or dispatching an order where additional information or confirmation is required.

Where circumstances outside our reasonable control affect stock availability or delivery, we will make reasonable efforts to communicate with the customer and provide appropriate available options.

Contact Us

If you have questions about a product, payment method, stock availability, delivery, returns or an existing order, please contact our team.

The Complete Hire

Address: Level 1, Cusack Centre, 27–29 Eyre Street, Kingston ACT 2604
Phone: (02) 6280 0646
Email: online@tch.com.au
Office Hours: Monday to Friday

We recommend contacting us before purchasing if you have any special delivery requirements, require confirmation of stock, or would like additional information about a particular furniture item.