Returns

30 Days Return: 

We want you to feel confident when buys from auspoints.com.au. If you change your mind about a purchase you have made with us, you may return it to us within 30 days of the date you received it and can opt for a store credit or a full refund. 

Return Eligibitliy:

• You will be responsible for the actual shipping costs to facilitate a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes the costs of shipping the item to you in the first place and the cost of shipping back to us. 
• Items returned must be in 'as-new' condition. This means you have not used, assembled, damaged, washed or laundered any of the items. Please return items secured in their original packaging. This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with. If you cannot return an item 'as new' in its original packaging, a handling and restocking fee may apply up to 20% of the value of the item.  

Non-returnable items excluded from all change of mind returns include: 

• Health and hygiene items
• Mattresses, bedding, pillows and sofa covers
• All forms of clearance stock (e.g. warehouse, showroom, floor stock etc.)
• Clearance items
• Personalised items
• Gift Cards
• Orders for commercial or non-domestic use
• Items purchased in store from a showroom and taken away at the same time of the sale. (Excludes items purchased in store where the delivery method is Click & Collect)
• We will not accept returns delivered in person to our Click & Collect locations, depots, offices or warehouse facilities. 

Once we receive the returned items, we will fully refund you the amount you paid for the order less any cost for shipping the items to you. In the case of large items, we will also deduct the return shipping cost from the amount that you paid.

To arrange a return, please go to our Returns Centre or contact us for assistance. 

 

Damaged in transit 

In the unlikely event that your item arrives damaged or faulty, please notify AusPoints within 30 days of receiving the item for a replacement (if available),

If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved. 

If you notice that an item is damaged after it has been delivered to you, please take photos or video clearly showing the damage and contact us as soon as possible, within 3 business days of receiving your delivery. 

Please do not attempt to return the items before speaking to one of our specialists (you may be responsible for any associate expenses if you do so).

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

 

Wrong item delivered 

Very occasionally we may accidentally ship the wrong item to you. If you have received an incorrect item, let us know as soon as you can, within 3 business days of receiving your delivery. We will offer to send you the correct item and arrange for the pick up and return of the incorrectly shipped item at no cost to you. 

 

Faults and Warranty Claims 

AusPoints  warrants all goods to be free from defects in materials and workmanship, and of acceptable quality and durability for the purpose for which they are designed. Warranties and guarantees are provided in accordance with Australian Consumer Law. 

If an item arrives that is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 business days of receiving your delivery. 

The best solution to any product fault depends on the nature of the fault itself, and the outcome that works best for you. We will work collaboratively with you to find a solution that you're happy with. For example we may arrange one or a combination of the following: 

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. 

We will not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care.

This Faults and Warranties policy does not cover: 

• Normal wear and tear
• Damage arising from improper assembly or modification
• Damage arising from abnormal use or abuse
• Damage, wear and tear as a result of improper or lack of maintenance and/or care (e.g. fabric, leather or timber)
• Damage to external or product packaging only
• Damage occuring during your own handling and transportation of goods from a Click & Collect pick up location
• Insignificant minor variations in dimensions, colour, grain or finish
• Insignificant minor imperfections or superficial blemishes

 

Determining if an order or item is lost in transit 

AusPoints will determine whether an order or item is deemed lost in transit at its sole discretion. We will conduct an investigation and attempt to find and deliver all item(s) and an item cannot be claimed to be lost in transit if: 

 

The delivery address is incorrect or unclear

The tracking information for the shipment is showing it is in transit (or other such status that defines the item as yet to be delivered)

The item was accepted or left at the delivery address according to the instructions supplied to the carrier

 

Cancellations 

You may cancel an order, or part thereof, only before an order reaches the dispatch processing stage, in this case you will receive a store credit voucher or refund in the amount you paid for the product, including shipping. After an order, or part thereof, reaches the dispatch processing stage, cancellations or changes may not be possible. As we endeavour to send your order to you as soon as possible, which often will be within 24 hours, requests for cancellations need to be lodged as soon as practicable after ordering. Once items have shipped, you cannot cancel them.  

 

Exchange 

Unfortunately we do not offer exchanges. Simply return your items in accordance with our returns policy and place a new order. 

 

Your consumer rights 

The goods you purchase come with guarantees that cannot be excluded under the Australian Consumer Law. If your product is faulty, broken or otherwise non-compliant with a consumer guarantee under the Australian Consumer Law please contact us as soon as possible with your name and order number and our customer care team will look after you. 

 

Our rights 

We reserve the right to refuse a return in cases where we cannot be reasonably satisfied that you purchased the product from us and where we deem damage to a product to be due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions or failure to take reasonable care.

 

Manufacturer warranties 

In some cases products offered for sale on our website may be subject to a separate manufacturer's warranty. This will be communicated on the relevant product page. In this case we request that you contact the manufacturer directly. If the manufacturer is unable to assist you or you are not happy with the resolution of your issue, please contact us for help. We will be happy to liaise with the manufacturer for you but our liability will be limited to the refund of your purchase price.