Terms & Conditions
Q: How Is My Order Shipped?
Q: How Do I Track The Progress Of My Delivery?
Q: Can My Item Be Delivered To a PO Box?
Q: Does Someone Need To Be Home To Accept Delivery?
Q: Can I Pay For My Order Upon Delivery?
Q: Is Local Pickup An Option?
Q: Does Your Postage Cost Include Insurance?
Placing an order online
Order Returns, Cancellations & Changes
For the products being returned the Customer is responsible for all costs and expenses (including insurance and the 15% restocking fee) for the delivery and costs of having the item returned to the Company and restocking the item(s). If an order is cancelled after it has been despatched the Customer is responsible for all courier costs incurred by the Company in despatching the item and having it returned to the Company's warehouse. The Customer's payment will be refunded within 30 days of the goods having been received back into our warehouse and all items having been checked and accounted for - subject only to deduction of any direct costs of transport and insurance incurred by the Company in relation to the return of the goods, as well as transport and insurance costs incurred in the original delivery, upon receipt of all the goods being refunded and inspection conducted as to their suitability for re-sale. Orders that are cancelled before they have been picked or packed will incur a $25.00 admin fee, orders that are cancelled prior to dispatch but, after they have been picked and packed ready for dispatch, will incur a restocking fee of 15% of the total amount of the goods that are cancelled and any costs associated with the booking of transport.
Any time or date for delivery stated or quoted by the Company shall be treated as an estimate only. While every effort will be made to despatch and deliver goods within the timescale quoted no liability can be accepted by the Company for failure to deliver within the quoted times or within any specific time period. The Company will not be liable for any loss or damage whatsoever (including consequential loss, loss of profit, or injury during assembly of products) arising directly or indirectly from any delay in the delivery of all or any of the goods howsoever caused. The Company strives to deliver all orders correctly and on time every time, but if any order is delivered incorrectly or with incorrect parts the Company will not be liable for any loss of time or will not be able to compensate in any way whilst the order is corrected. Orders cancelled because of delayed delivery will be subjected to any delivery costs that have been incurred by the Company. The Company doesn't have full control over the contracted freight companies we use and will not be responsible for any delays or issues with the delivery through the freight company.
Please follow the 4 simple steps below to return the item(s):
2) If the product has been assembled it will need to be disassembled and packaged the same way it was delivered
3) We require all the dimensions, weight and number of boxes to be collected
4) Once you have done this e-mail us to confirm the product is ready for collection and the pickup address - make sure you include all the above information and your invoice in the e-mail.
Returns can only be collected during normal business hours of 9:00am - 5:00pm Monday - Friday, you will be emailed labels from our logistics team that you will need to attached to the items the transport company will not attach the labels this needs to be done by the customer. If you are at work during these times we can have the item/s collected from your work place and if you don’t have a printer you can get the labels printed at work or a library, printing shop or friend’s house.
Any Return or Order Cancellation enquiries must be submitted via any of the below methods in writing with the invoice details included
Email: [email protected]
Fax: 08 8177 0524
Post: PO Box 365 Melrose Park SA 5039 (Return and Order Cancellation department)
Changes to any order or cancelling an order after it has been placed and payment has been made will result in administration fees. Changing the product, type, quantity, colour and any other address changes etc..... will incur this fee. There is an admin fee of $25.00 which covers 1 item change, address change or cancellation of items, each change on top of this will cost $10.00 per item. If the incorrect shipping service is selected during the checkout procedure this can be changed, the admin fee of $25.00 per order applies for this.
Conditions of Delivery, damage or missing components
b) BuyDirectOnline delivery service and any free delivery offer is only for deliveries during normal business hours 9:00am to 5:00pm on Monday to Friday. Any deliveries out of hours need to be re-quoted on an order by order basis and are not included under our standard delivery charges or free delivery offers. These out of hour’s special deliveries are also not part of our fast shipping service, they take longer arrange and coordinate so the company will not be held responsible for any delays or longer than advised delivery times as this delivery service is a special arrangement and requires goods to be collected through different depots. Special deliveries can take up to 15 working days longer than our standard fast delivery service.
c) The Company will accept no liability for shortages or damage to goods unless the Customer notes the damage at the time of delivery (or where this is not possible, notes "Contents Unseen" on the delivery note or terminal) and notifies the Company via email within 48 hours of receipt with images and a description of the damage or missing components. If the goods are signed for without noting "Damaged" or "Contents Unseen" they will be considered by both BuyDirectOnline and their third party courier to have been delivered in good condition.
d) The Customer shall be bound to accept the goods when they are tendered for delivery by the Company and delivery shall be deemed to take place when the goods are tendered for delivery to the Customer at the nominated address for delivery whereupon the risks of loss, breakage or any other damage whatsoever shall pass to the Customer.
e) Where access to the delivery address is limited or additional equipment is required to complete delivery of the goods (truck with tailgate loader or forklift), additional charges to cover the full costs of these services plus administrative costs will apply. The delivery time frame will also alter when these special arrangements need to be made.
f) If an item is returned to us because the customer failed to contact the couriers, any refund will be less the total delivery (total delivery costs) and packaging costs incurred. The Company will notify the customer of despatch, after which time it becomes the customer's responsibility to contact the courier company whether or not they received a calling card from the courier.
g) If a product is delivered damaged or with parts missing then the Company will replace any missing or damaged items, however the customer must notify the company in writing and provide evidence of any damage (we must have pictures emailed through to [email protected] before any action can be made) within 48 hours of receiving the delivery. If a product is delivered with damaged packaging then the customer must check the contents for missing / damaged items - the company will not replace whole products if only the packaging is damaged. The company will also not replace whole products when replaceable components are damaged, the components will be delivered and the customer will be required to fit the replacement components. Any labour or assembly costs required to change over damaged or missing components will not be covered by BuyDirectOnline. If BuyDirectOnline is notified of damage after products have been assembled BuyDirectOnline will not be liable for any assembly cost or replacement of damage products because we have not been notified within 48 hours and the correct procedure followed.
h). Force Majeure
In the event that the Company is prevented from carrying out its obligations as a result of any cause beyond its control such as but not limited to Acts of God, War, Strikes, Lock-outs, Flood and Failure of third parties to deliver goods, the Company shall be relieved of its obligations and liabilities for as long as such fulfillment is prevented.
i). When products are delivered and the customer is not happy with the quality they may be returned within 7 days as long as BuyDirectOnline is contacted and notified within 48 hours of receiving the delivery. All freight charges will be deducted from the customers invoice if the goods are returned and BuyDirectOnline finds no fault with the product. If the goods are returned and BuyDirectOnline deem the quality to be less than our commercial standard the customer will be refunded the total amount and BuyDirectOnline will cover any delivery costs.
No claim will be entertained in respect of any goods which have been repaired or altered in any way or have been the subject of any accident or damage caused by any innocent, willful or negligent act or omission of the Customer or through use not in accordance with the manufacturers instructions by the Customer or by circumstances beyond the control of the Company or goods which cannot be shown to have been supplied by the Company.
Customers are strongly advised to employ professional tradesmen (e.g., electricians, carpenters, plumbers) in relation to the installation of goods of the type which need to be installed properly and safely in accordance with manufacturers instructions and codes of practice.
Custom made to order products & Pre-Order items.
Any time or date for delivery stated by the Company for custom made items as defined in the above description shall be treated as an estimate only. While every effort will be made to despatch and deliver goods within the time frame quoted no liability can be accepted by the Company for failure to deliver within the quoted times or within any specific time period. The Company shall not be liable for any loss or damage whatsoever (including consequential loss or loss of profit) arising directly or indirectly from any delay in the delivery of all or any of the goods howsoever caused.
Any Pre-Order items that are cancelled after the order has been placed with the supplier / manufacturer will be subjected to order cancellation fees of 15% of the item value.
FREE Delivery Offer (see below for details and conditions):
There are not a lot of conditions for this amazing offer and many products online are FREE delivery with no conditions or location restrictions, all you need to do is check the details on each product page or put the product(s) in the check out shopping cart and our fast online system will calculate your freight or let you know your order is valid for the FREE delivery offer.
OFD has an Australia wide network of carriers and warehouses which enable us to deliver furniture at low costs and Fast (any items that do have freight you will notice the charges are heavily subsidized make them extremely affordable)
With online purchasing there are no overheads for showrooms and high retailer costs so we can offer these amazing prices and service like never before.
Some marked products have FREE Delivery Australia wide no minimum order amount, these are products are: Microdesks, Coat racks, Foot rests, Lumbar supports, Monitor arms, Saddle chairs, many office chairs and much more.......
FREE delivery offer is valid for all other products when you order $500 or more in Adelaide, $1,000 or more in Sydney & Melbourne, and when you order over $2,000 in Perth, Canberra & Brisbane metro areas, over $2,500 in Hobart and over $5,000 in Darwin metro areas. Some products are FREE delivery Australia wide with no minimum amount or area restriction these will be noted on the website. (If your location is out of the above area's please email us your post code and furniture list for a fast FREE quote: [email protected] )
Orders are delivered flat packed with easy-to-assemble instructions unless other arrangements have been made, this enables us to ship fast Australia-wide with no damage, we have an assembly service that is also available POA. (minimum order sizes apply) Generally all items over 25kg are shipped on a pallet for protection in transit and delivered to the roadside curb as close to your building as the delivery vehicle can get. If the item is under 25kg the driver will bring it to your door, if the item is 25kg or more due to OH&S transport regulations you will need to assist the driver in unloading the items from the vehicle. We do offer a full unassisted delivery service for Metro areas this services comes at an extra cost and covers unloading the items from the vehicle and bringing the items into your building. You can also select and upper level delivery with this special service, please contact us for a quote or check the costings in the delivery estimator on the website.
This amazing FREE delivery offer is for 1 delivery destination only, multiple delivery locations will need to be quoted POA, delivery of bulky heavy items is ground floor only unless you have been quoted for an upper level delivery (some workstation systems are excluded from this offer contact us to confirm)
I trust this explains why we can offer this totally unique and market leading offer and service.
Q: What is the length of your Warranty?
Q: What are the Warranty Terms and Conditions?
This warranty does not cover:
- Any abnormal wear and tear
- Any damage from abnormal use, or abuse. (ie: arm pads on chairs damaged caused by hitting the desk top or other hard surface, upholstery being ripped or torn by clothing etc...)
- Products which have not been maintained, or which have been modified
- Any indirect or consequential loss.
- Any shipping costs for the return of warranty items (new items supplied to cover the product if deemed faulty will be shipped FREE of charge) the warranty item must be returned by the user to our nominated warehouse before a replacement item is shipped
- Any packaging or boxing of furniture items that are being returned under warranty.
- Any site visits to view products or repair products.
- Any melamine tops/furniture that have been used outside and have warped due to water exposure or temperature fluctuations. Even if outdoors, but undercover, all melamine tops/furniture need to be positioned indoors in a controlled environment.
- Any products that have been assembled incorrectly, bolts and screws not threaded correctly into furniture or over tighten so that the thread is stripped (screws also must be checked for length before fixing into any furniture items as our warranty does not cover fixings being screwed through and damaging an exposed surface).
- Caster fitted to chairs or mobile furniture items are classed as a moving wearing part so they are cover for 6 months from the purchase date.
- Warranty covers the replacement of faulty parts only, Fitting of replacement parts is not covered by the warranty and needs to be done by the consumer unless deemed not possible by the manufacturer. The replacement of a complete item will be decided by the manufacturer if the item is not able to be fixed.
- This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions from Buy Direct Online will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by Buy Direct Online to be faulty a new item will be provided. All other warranties express or implied, are excluded.
Q: What do I do if I have a problem with a product?
You need to send us written confirmation of the below items (via email, fax or post) warranty claims over the phone will not be excepted
Invoice or purchase order number (any proof of purchase)
Name and description of goods
Brief outline / description of what you think the problem or fault is that should be covered by warranty
Pictures of the product are also needed as part of the claim (emailed or posted)
Send these details to:
Email: [email protected]
Fax: 08 8177 0524
Post: PO Box 365 Melrose Park SA 5039 (warranty claim department)