Support – Terms & Conditions

12.0 – Order returns, cancellations & charges

12.1 – Returns and Cancellations can only be conducted upon current website stocked items, unused, undamaged and fully marketable. These items may be returned and the order cancelled (for any reason) within 30 days of delivery with the prior agreement of the Company. If you are returning a product please make sure it is well protected and packaged similarly to the way you received the product and returned to the warehouse nominated by BDO Furniture. All products must be in their original packaging in order to be eligible for return. Non-standard products that consist of made-to-order sizes or colours cannot under any circumstances be cancelled. No refund will be actioned on any order or product being returned until the item(s) has been received back into the BDO approved warehouse and checked over by our product return support team.

12.2 – 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 dispatching 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.

12.3 – 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.

13.0 – Please follow the simple steps below to return the item(s):

13.1 – Make sure it is well protected and packaged similarly to the way you received the product. All products must be in their original packaging in order to be eligible for return.

13.2 – If the product has been assembled it will need to be disassembled and packaged the same way it was delivered

13.3 – We require all the dimensions, weight and number of boxes to be collected

13.4 – 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.

13.5 – Returns can only be collected during normal business hours of 9:00 am – 5:00 pm Monday – Friday, you will be emailed labels from our logistics team that you will need to attach 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 workplace 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.

13.6 – 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)

13.7 – 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.

14.0 – Conditions of delivery, damage or missing components

14.1 – Any time or date for delivery stated 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 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. The Company will not refund delivery costs or be liable for transport costs or damage to goods when a customer makes their own arrangements to collect any goods from our warehouse, depot or transport company.

14.2 – 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.

14.3 – 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.

14.4 – 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.

14.5 – 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.

14.6 – 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.

14.7 – 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. 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 missing or damaged components of all or any of the goods howsoever caused. 

14.8 – 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.

14.9 – When products are delivered and the customer is not happy with the quality they may be returned within 30 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.

14.10 – No claim will be entertained in respect of any goods which have been shipped outside of Australia, 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 manufacturer’s 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.

14.11 – No claim, return, or refund will be entertained in respect of any goods damaged or missing parts etc… after a 60 day period. The products need to be checked within this 60-day time frame as our suppliers will not allow us to make any claims on unopened products after they have been with a customer for more than 60 days.

14.12 – 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.

15.0 – Custom made to order products and pre-order items

15.1 – All custom made items are non-returnable, this includes all furniture items in nonstandard sizes or colours and chairs that are custom made to order in nonstandard and not stocked upholstery materials. Any items that have the “Pre-Order” note in the availability are items that we order with our supplier/manufacturer once the customer places and order with us.

15.2 – Any time or date for delivery stated by the Company for custom made or Pre-Order 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. Products noted with Pre-Order are subject to manufacturing time frames of suppliers, shipping times and other factors that are outside of our immediate control so the Pre-Order time frames should be taken as a guide often we can deliver within these times but when things crop up out of our control these estimiated times can change. Once your Pre-Order is placed with our overseas manufacturer we will notifiy you of any changes to the estimiated Pre-Order time frame.  

15.3 – 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.

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