Terms & Conditions
Q: How Is My Order Shipped?
All orders are shipped flat packed (not assembled) or semi assembled with our unique protection packing system, this enables us to ship your order with amazing speed and eliminating transportation damage. All products have easy-to-assemble instructions either in the box or on the website page. This unique system keeps the overall cost of your product and shipping down and enables us to ship your product direct from the manufacturing facilities. Office chairs will be boxed. Office Furniture items are shipped in a crate or on a pallet for supreme protection and fast manoeuvrability, assembly of products and removal of your order from the shipping crate may require a screw driver or battery drill please note these are not included. Our shipping service is to ground level only and large pallets or crates may need to be hand unloaded if they will not fit through doorways - please make sure you have assistance to help you unload as this is not included in our standard shipping service. If you do not have assistance to help unload or access to a forklift please advise when placing the order and we can provide you with an on-site tailgate unloading delivery price, this is a special service which will enable the pallet to be safely unloaded by the driver and the goods unpacked on site and placed on the ground level. If you require the goods to be delivered to an upper level please advise us when placing your order so we can arrange a quote for this service. Depending on the size of the items you have ordered your order may need to be delivered in a large tuck please advise us when ordering if your delivery location has any vehicle size restrictions. Removal of pallets and crates once the goods have been delivered can be arranged for a small cost POA.
Q: How Do I Track The Progress Of My Delivery?
By close of business on the day your order has been dispatched, you will receive an email from our customer service subdivision with full tracking details and information so that you can monitor your order online and in real time. (all Adelaide metro deliveries are conducted by a courier service so you will get a phone call and not an email)
Q: Can My Item Be Delivered To a PO Box?
We are unable to deliver to a PO Box as all items are sent via our Australia-wide courier system. Please ensure that you provide a residential or business address during the check out stage of your online order.
Q: Does Someone Need To Be Home To Accept Delivery?
It is necessary for someone to be available to accept delivery as we use a secure courier service that requires a signature on delivery as proof that the items were successfully delivered. The express delivery service with electronic tracking enables us to offer amazing free or hugely subsidized freight costs, this automated service will not allow for phone calls prior to delivery. For your convenience, we recommend having your order sent to your work address - if being at home during business hours is not an option. Furthermore, our carriers provide a door-to-door service, which does not include carrying the items inside, carrying items up stairs, placement, or removal of packaging. If your order includes larger items or you are not comfortable carrying your items, we suggest having an additional person at the delivery address to assist with the placement of your items inside. When no one is available to take receipt of the goods the freight company will leave a call card so they can be contacted directly and another delivery time arranged.
Q: Can I Pay For My Order Upon Delivery?
Unfortunately we are unable to offer payment upon delivery as our couriers are not equipped to receive payments. The full payment is required before your order will be processed.
Q: Can you deliver my order to an upper Level?
YES we deliver to upper levels in Adelaide, Sydney, Melbourne Perth, Brisbane & Canberra metro areas only. Our standard shipping service is to ground floor but if you require the goods to be delivered to an upper level via stairs or lift please check the upper level special delivery pricing either in the delivery estimator or the checkout. Depending on the size of the items you have ordered your order may need to be delivered in a large tuck with the correct manual handing equipment please advise us if your delivery location has any vehicle size restrictions
Q: Is Local Pickup An Option?
Yes we have a click and collect option available in most capital cites on selected products in our range, you will need to put the items onto the shopping cart or use the shipping estimator to confirm if the click and collect is available for the items you require. This means you can order the items online and collect them from the warehouse when they are ready this will save you freight costs and also enable you to collect on a day that suits you. You order needs to be placed online and paid for prior to any collection, when the items have been picked at the warehouse you will get a call to confirm they are read for collection and given the collection location.
Q: Does Your Postage Cost Include Insurance?
Yes, freight costs include full insurance.
Placing an order online
When placing an order online through this website please check and make sure you have selected the correct product, options, size, colour etc....Some products have many options and some selections are not a required field because of the way the website system is set up. If a product is ordered that has a number of selections or options to choose from and none of these are selected the order will not be valid therefore it will not be processed. The customer service team will contact you to confirm what it is you require and assist you in getting the correct item. As a company we reserve the right to cancel any order that has been made without following these above steps and selecting from the options listed. All images on the website are for illustrational purposes only if you are not sure of something please email or call us to confirm prior to ordering. All invoices issued will also generally have images of the items ordered these images are just taken straight from the website and will not reflect the exact item that you may have ordered. If an order is unable to be completed or fulfilled due to stockavailability, pricing, production lead times, required deadlines, additionalcharges or any other reason that the company and management see fit, a remedywill be offered at the discretion of the company. This remedy will be providedto the customer at the earliest possible stage and can include a full refundwithin 30 days of the date of order.
Order Returns, Cancellations & Changes
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 similar to the way you received the product and returned to the warehouse nominated by BuyDirectOnline. Non-standard products that consist of made-to-order sizes or colours can be returned but material and labour costs will not be credited.
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):
1) Make sure it is well protected and packaged similar to the way you received the product.
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
a) 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.
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 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.
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.
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
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.
Use of Customer Contact details:
We will save your details on our website customer system so that we can contact at any point for product updates or recalls. We will send you our VIP deals / offers via email / phone / text / and posted mail so if you would like to be removed from our system and not receive any of these offers, product or company updates please email us and send your full name and number to: [email protected]
FREE Delivery Offer (see below for details and conditions):
How can we offer this amazing deal and what are the conditions of this offer............
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 and 1 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).
Out of Stock / Pre-Order Items: If your order includes items that are listed as out of stock the order will be held until these items come back into stock (we will always check and confirm that you did noticed the item you ordered was out of stock - normally there is a time frame listed on the website when the item will be back into stock). If you would like some of the items delivered on your order and not wait until the out of stock or pre-order items come back in we can arrange a split delivery, the split delivery cost will be quoted to you for approval & payment prior to the split delivery being arranged.
I trust this explains why we can offer this totally unique and market leading offer and service.
Q: Can I Click & Collect my order?
Yes we have a click and collect option available on selected products in our range, you will need to put the items onto the shopping cart or use the shipping estimator to confirm if the click and collect is available for the items you require. This means you can order the items online and collect them from the warehouse when they are ready this will save you freight costs and also enable you to collect on a day that suits you. You order needs to be placed online and paid for prior to any collection, when the items have been picked at the warehouse you will get a call to confirm they are read for collection and given the collection location. All items go through a 3 point quality inspection and QA system prior to your collection to ensure that there is no issue with the items. It is the full responsibility of the customer to make sure all items are checked and inspected fully when they are collected because once they have left our warehouse we are not able to cover any damage and will not be liable for any damage that occurs once the items have left our warehouse.
Q: What is the length of your Warranty?
All Office Furniture products are backed by a 12 month comprehensive warranty. For extra peace of mind, many products have an extended warranty which will be noted in the details and specifications of that product these extended warranties range from 2 years to 10 years. We also offer extended warranty options on all products.
Q: What are the Warranty Terms and Conditions?
Buy warrants all goods for a period of 12 months (unless the product has an extended warranty) under normal usage, to be free from defects in material and workmanship. BuyDirectOnline liability under this warranty is to repair or replace (at its discretion) any part or product covered by this (or any implied) warranty free of charge. Furniture items and chairs have maximum weight capacity’s which must be adhered to as we have ways of telling if items have been subjected to weights exceeding their limits which will cause the warranty to be void. BuyDirectOnline will often send a part which may have been determined as faulty this part will need to be swapped over by the user. The warranty doesn't cover general maintenance of products which includes making sure all fixing are periodicity checked and tighten, moving parts are kept lubricated and any unusual function are checked and reported. The warranty covers faults with the actual product if the issue is deemed to be related to an assembly fault i.e: parts are working loose or were assembled incorrectly and our team didn't do the assembly our warranty will not cover any repair or replacement.
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, fixing periodically checked, 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 happens to orders over the Christmas period?
Please find all the details here regarding what happens over the Christmas period: Christmas Trading Terms
Q: What do I do if I have a problem with a product?
BuyDirectOnline is committed to the excellence of our products and providing first class customer service coupled with unbeatable value.A very responsive after sales department is available to help you with any queries after your purchase. Most issues are resolved within 48 business hours. Please follow the simple procedure below (these 4 steps must be followed before we can review your warranty claim)
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)