Returns

Returns & Refunds

We want you to love your Outdoor & Co. furniture. If you're not completely satisfied with your purchase, we offer a straightforward 30-day money back guarantee to give you peace of mind.

Our 30-Day Money Back Guarantee

Try your furniture in your outdoor living space for 30 days from the delivery date. If it's not the perfect fit, return it for a full refund of the purchase price. No questions asked.

When Does the 30-Day Period Start?

The 30-day return period begins on the delivery date, which is defined as:

  • Signature delivery: The date you or someone at your address signs for the delivery
  • Authority to Leave (ATL): The date the courier marks the delivery as completed and leaves the item at your property
  • Tracking information: The confirmed delivery date from the courier's tracking system
  • Dispatch date: If none of the above information is available, the 30-day return period begins from the warehouse dispatch date shown in your order confirmation

How to confirm your delivery date:

  • Check your Shopify order confirmation email - we update it when items are delivered
  • Check the freight company's tracking number for delivery confirmation
  • Refer to your delivery receipt or docket if you signed for delivery

If you can't locate your delivery date, contact us with your order number and we'll look it up for you.

How Our Guarantee Works

We've designed our returns process to be fair and transparent. What you're covered for depends on the reason for your return.

Change of Mind Returns

Changed your mind? That's okay. Here's what's covered:

  • Full refund of the product purchase price
  • 30 days from delivery date to return
  • Furniture must be in gently used condition with no damage

You pay: Return freight to our Sydney warehouse

Not refunded: Original shipping fee

Defective or Damaged Items

Received damaged or defective furniture? We'll make it right:

  • Free replacement parts shipped to you
  • Photo assessment to identify the issue
  • Full product replacement only if unrepairable
  • We arrange and pay for all shipping

We pay: All parts and shipping costs

Your cost: Nothing

Why do I pay return shipping for change of mind?

Outdoor furniture is large and expensive to ship. Return freight typically costs $200-$500+ depending on the item and your location. We keep our prices competitive by not building these costs into every purchase. This way, you only pay if you need to return, keeping costs fair for everyone.

Return Conditions

To qualify for a refund, returned items must meet these conditions:

Acceptable Condition

  • Gently used is fine: You can assemble and try your furniture
  • No damage: No stains, tears, scratches, or structural damage
  • Complete: All parts, hardware, and packaging materials included
  • Clean: Free from dirt, debris, and odours

Unacceptable Condition

  • Items with stains, tears, or permanent marks
  • Furniture left outside or exposed to weather
  • Missing parts, cushions, or hardware
  • Items damaged during customer use
  • Modified or altered furniture

Important: If returned items don't meet these conditions, we may reject the return or deduct repair/refurbishing costs from your refund. We'll contact you with photos before making any deductions.

How to Return an Item

  1. Contact us within 30 days of delivery
    Email info@outdoorandco.com.au with your order number, reason for return, and photos of the item (if damaged/defective).
  2. Get return authorisation
    We'll review your request and send you a Return Authorisation (RA) number within 2 business days. Don't ship anything back without an RA number.
  3. Arrange return shipping
    For change of mind: You arrange and pay for freight to our warehouse. We'll provide the address and any packing requirements.
    For defective/damaged: We'll arrange pickup at no cost to you.
  4. Pack your item securely
    Use original packaging if possible. Ensure the item is protected during transit. Include your RA number clearly marked on the outside.
  5. Receive your refund
    Once we receive and inspect your return, we'll process your refund within 5-7 business days to your original payment method.

Refund Details

What Gets Refunded

  • Change of mind: Product purchase price only
  • Defective/damaged: Product price + original shipping costs

What Doesn't Get Refunded

  • Original shipping fees (change of mind returns)
  • Return freight costs (change of mind returns)
  • Payment processing fees (typically 1-2% of order value)

Refund Timeline

  • Processing: 5-7 business days after we receive your return
  • Bank processing: Additional 3-5 business days depending on your bank
  • Total time: Expect 7-14 business days from return delivery to funds in your account

Refund method: All refunds are issued to the original payment method used for purchase. We cannot issue refunds to different cards or accounts.

Exchanges

We don't offer direct exchanges at this time. If you'd like a different item:

  1. Return your original item following the process above
  2. Once refunded, place a new order for the item you want
  3. This ensures you don't wait for the return process to get your new furniture

If you're unsure about sizing or colour, contact us at info@outdoorandco.com.au before ordering. We're happy to provide detailed measurements and colour samples where available.

Exclusions

Our 30-day money back guarantee does not apply to:

  • Custom or made-to-order items: Furniture specifically customised to your specifications
  • Clearance and final sale items: Items marked "final sale" or "clearance - no returns"
  • Items collected from warehouse: Furniture collected directly by customer (delivery not arranged by Outdoor & Co.)

These exclusions will be clearly marked on product pages and confirmed in your order confirmation.

Damaged in Transit

If your furniture arrives damaged during shipping:

  1. Don't refuse delivery: Accept the delivery but note damage on the delivery receipt
  2. Take photos immediately: Document all damage including packaging and the furniture itself
  3. Contact us within 48 hours: Email info@outdoorandco.com.au with photos and your order number
  4. Keep all packaging: Don't discard any packaging materials until the claim is resolved

We'll arrange a replacement or full refund at no cost to you.

Your Rights Under Australian Consumer Law

Our 30-day money back guarantee is in addition to your rights under Australian Consumer Law. You are entitled to:

  • A replacement or refund for a major failure with the product
  • Compensation for any other reasonably foreseeable loss or damage
  • A repair or replacement if the product fails to be of acceptable quality and the failure does not amount to a major failure

These rights apply regardless of our return policy time-frames. For warranty claims beyond 30 days, please see our Warranty & Care page.