Refund policy

Australian Consumer Law

The Australian Consumer Law provides consumers with a number of consumer guarantees that cannot be excluded or limited. This Cancellation, Returns & Refunds Policy is therefore subject to such consumer guarantees.

Cancellations

Subject to your rights under the Australian Consumer Law:

• (a) We may cancel an accepted order if required due to supply shortages.
• (b) You cannot cancel an order once accepted, except in rare cases and at our sole discretion.
• (c) We will not under any circumstances accept order cancellations, refunds, or exchanges for:
  • Ex-rental products
  • Clearance or sale products
  • Floor stock items
  • Customized, bespoke, made-to-order, or non-stock items
  • Vouchers or gift cards 

If we agree to cancel an order containing stocked (non-customized) items, you will receive Store Credit, minus a 25% restocking fee to cover administrative costs.

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Damaged or Defective Goods

Please inspect your order upon arrival. If an item is defective, damaged, or incorrect, contact support@couchonline.com.au immediately so we can assess the issue.

• You must report defects within 72 hours after delivery.
• Any defect notices should be sent to support@couchonline.com.au with full details and photos.
• If you fail to report defects within 72 hours, the goods will be considered accepted.

All returns for defective goods will be handled according to the Couch Online Terms and Conditions and the Australian Consumer Law. Except for any rights and remedies you may have under the Australian Consumer Law, we will not be liable for any defective goods unless you notify us with full details and a description within 72 hours from the time of delivery. If you do not notify us within this time, you are deemed to have accepted the goods.

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Returns & Refunds

Please take care when placing an order on our website or in-store, as we do not offer a refund or exchange for any change of mind or your error in ordering, except where required under the Australian Consumer Law.

We will not under any circumstances accept order cancellations, refunds, or exchanges for:

• • Ex-rental products
  • Clearance or sale products
  • Floor stock items
  • Customized, bespoke, made-to-order, or non-stock items
  • Vouchers or gift cards 

If, by our discretion, a product is deemed acceptable for a return or refund, we will inspect your return and notify you of approval within 72 hours. Approved refunds will be issued to your original payment method, and are subject to the processing time of your bank or credit card provider.