Return Policy

DeskOne Online Store Return Policy

Authorized Stores Only
OCE (Australia)

At DeskOne, we are committed to providing quality furniture, reliable service and a professional shopping experience.

We hope you will be completely satisfied with your purchase. However, if you receive a faulty or damaged product, or if you change your mind, this policy explains how returns, warranty claims, replacements and refunds are handled.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

Nothing in this Return Policy or the DeskOne Limited Consumer Warranty is intended to exclude, restrict or modify any rights or remedies available to customers under the Australian Consumer Law or other applicable legislation.

Any reporting timeframes, packaging requirements, inspection procedures or other conditions stated in this policy do not limit any rights that customers may have under applicable consumer law.

DeskOne Limited Consumer Warranty

The DeskOne Limited Consumer Warranty applies to products purchased directly from DeskOne or an authorised DeskOne online store.

If a product is found to have a manufacturing defect in materials or workmanship, DeskOne will assess the issue and, where appropriate, arrange a repair, replacement, refund or other remedy in accordance with the circumstances and applicable consumer law.

Where required, DeskOne may inspect the product before approving a warranty remedy.

Product Inspection and Assessment

DeskOne reserves the right to inspect and assess any product reported as faulty, damaged or defective before determining the appropriate remedy.

Depending on the nature of the issue, we may request:

  • proof of purchase;

  • order number;

  • photographs of the product;

  • photographs of the affected area;

  • photographs of the packaging;

  • videos;

  • product identification information; or

  • other reasonable evidence.

Where necessary, the product may need to be inspected on site or returned to DeskOne before a repair, replacement, refund or other remedy can be approved.

If the issue is determined not to have resulted from a manufacturing defect, reasonable inspection, collection, delivery, repair or call-out charges may apply.

Environmental Conditions and Maintenance

DeskOne products are designed primarily for indoor use in dry, well-ventilated environments, unless otherwise specifically stated in the product description.

Products should not be exposed to:

  • excessive moisture or prolonged humidity;

  • standing water, water leakage or condensation;

  • direct rain or outdoor weather exposure;

  • prolonged direct sunlight or intense sun exposure;

  • excessive heat or continuous exposure to heat sources;

  • salt air or corrosive atmospheres;

  • harsh chemicals; or

  • other unsuitable environmental conditions.

Customers are responsible for ensuring that products are used, stored, cleaned and maintained appropriately for their intended purpose.

Prolonged exposure to direct sunlight, intense sunlight or excessive heat may cause furniture materials and finishes to fade, discolour, dry out, warp, crack, expand, deteriorate or otherwise change in appearance or condition.

Particular care should be taken when placing products:

  • directly beside windows receiving prolonged sunlight;

  • in sunrooms or enclosed glass areas;

  • on balconies;

  • in semi-outdoor areas; or

  • in locations exposed to sustained heat or direct sunlight.

The DeskOne Limited Consumer Warranty does not cover damage, deterioration or faults resulting from environmental conditions or inadequate care, including:

  • fading or discolouration;

  • surface deterioration;

  • cracking;

  • warping or deformation;

  • swelling;

  • corrosion or rust;

  • deterioration or peeling of coatings;

  • deterioration of fabric, mesh or surface finishes;

  • damage to edging, laminates, adhesives or surface materials;

  • mould; or

  • other damage caused by unsuitable environmental exposure.

Damage resulting from improper use, inadequate maintenance, exposure to moisture or humidity, prolonged sunlight, excessive heat, unsuitable storage conditions, misuse, neglect, unsuitable cleaning products or failure to reasonably care for the product is not considered a manufacturing defect.

Where an issue is determined to have resulted from environmental conditions, prolonged sun exposure, excessive heat, improper maintenance or use outside the product's intended purpose rather than a manufacturing defect, the matter will not ordinarily be treated as a warranty claim.

Any inspection, repair, replacement, collection, delivery or call-out service requested in such circumstances may be subject to reasonable additional charges.

This does not affect any rights available under the Australian Consumer Law.

Assembly, Installation and Modification

DeskOne products must be assembled, installed and used in accordance with the supplied instructions and advertised product specifications.

Warranty coverage does not apply to damage caused by:

  • incorrect assembly or installation;

  • failure to follow assembly or safety instructions;

  • modification or alteration of the product;

  • unauthorised repairs;

  • use of incompatible or non-approved components;

  • damage caused by third-party installers, movers or contractors;

  • excessive force, impact, misuse or negligence; or

  • use of the product for a purpose for which it was not designed.

Where DeskOne or a contractor arranged directly by DeskOne has completed the installation, any installation-related issue will be assessed separately.

If a fault is discovered after assembly, please stop using the affected product where appropriate and contact DeskOne as soon as possible.

Assembly alone does not automatically exclude a customer from any rights available under the Australian Consumer Law.

Weight Capacity and Proper Use

Products must not be loaded beyond their stated weight capacity or used outside their advertised specifications.

Advertised weight capacities assume that the product has been correctly assembled, placed on a suitable and level surface and used in accordance with the applicable instructions.

Damage caused by overloading, uneven loading, misuse or use outside the intended purpose of the product is not considered a manufacturing defect.

Electrical Components

For electrically operated products, including height-adjustable desks, motors, control panels, power adapters and related electrical components must be used in accordance with the supplied instructions.

Warranty coverage does not apply to damage caused by:

  • incorrect power supply;

  • external electrical faults;

  • power surges;

  • liquid exposure;

  • damaged or improperly connected cables;

  • unauthorised modification or repair;

  • misuse of motors or control panels; or

  • use contrary to the product instructions.

If an electrical component develops a suspected fault, please stop using the affected function and contact DeskOne for assessment.

Upholstery, Fabric and Surface Care

Fabric, mesh, leather-look materials, timber-look surfaces and other finishes must be cleaned and maintained using suitable methods and products.

Damage caused by unsuitable chemicals, abrasive cleaning, excessive moisture, staining, heat exposure, prolonged direct sunlight or improper maintenance is not considered a manufacturing defect.

Reasonable fading, compression, creasing, stretching or other surface changes that occur through normal use may be considered normal wear and tear.

Normal Wear and Tear

Reasonable wear and tear arising from normal use is not considered a manufacturing defect.

This may include:

  • minor scratches;

  • scuffs;

  • surface marks;

  • minor coating wear;

  • fabric compression;

  • minor fading;

  • movement in adjustable components over time; or

  • other cosmetic deterioration that does not materially affect the functionality, safety or structural integrity of the product.

Cosmetic and Manufacturing Variations

Minor differences in colour, grain pattern, texture, finish, stitching, dimensions, alignment or appearance may occur between production batches or individual products.

Images displayed on our website are intended to represent products as accurately as reasonably possible. However, colours and finishes may appear slightly different depending on lighting, screen settings and production variations.

Reasonable manufacturing tolerances and minor cosmetic variations that do not materially affect functionality or safe use will not ordinarily be considered manufacturing defects.

Ergonomic Comfort and Personal Preference

Comfort, firmness, sitting position and ergonomic preference vary from person to person.

A product being considered too firm, too soft, too high, too low, too deep or otherwise unsuitable for an individual's personal comfort preference is not, by itself, considered a manufacturing defect where the product otherwise matches its advertised specifications and functions correctly.

Returns based on personal comfort or preference will be treated as change-of-mind returns, subject to the applicable eligibility requirements.

This does not affect any rights where a product is faulty, unsafe or not fit for a purpose that was specifically made known to DeskOne before purchase.

Flooring, Walls and Surrounding Property

Customers are responsible for ensuring that the intended installation area, flooring, walls and surrounding surfaces are suitable for the product.

DeskOne recommends using appropriate floor protection where necessary, particularly for chairs, mobile furniture and heavy items.

Unless an installation service specifically includes wall fixing or structural assessment, customers are responsible for ensuring that walls, floors and supporting structures are suitable for installation.

DeskOne is not responsible for damage caused by unsuitable flooring, walls, installation surfaces, incorrect customer installation or movement of furniture after delivery, except where otherwise required by law.

Returns and Refunds

Returns are generally categorised as:

  • Faulty;

  • Damaged on Arrival;

  • Wrong Item or Missing Parts; or

  • Change-of-Mind.

Customers should contact DeskOne before returning any product so that the appropriate return process can be arranged.

Once a voluntary return is approved, the product should generally be returned to DeskOne within 14 days of approval, unless otherwise agreed.

Faulty Products

If you believe that your product is faulty or defective, please contact DeskOne as soon as possible and, where practical, within 7 days of delivery, so that we can investigate the issue promptly.

This reporting timeframe does not limit any rights available under the Australian Consumer Law.

Please provide your order number and clear supporting evidence where possible.

Where appropriate, DeskOne may arrange a repair, replacement, exchange, refund or other remedy based on the nature of the issue.

Customers should retain the original packaging where reasonably possible, as this may assist with inspection, collection and freight handling.

Original packaging is not an absolute requirement for statutory rights relating to faulty goods.

Damaged on Arrival, Shipping Errors and Wrong Items

If your order arrives damaged, incomplete or incorrect, please contact us as soon as possible and preferably within 48 hours of delivery.

Prompt notification helps us investigate freight-related issues and arrange a resolution more efficiently.

Please provide:

  • your order number;

  • a brief description of the issue;

  • photographs of the overall product;

  • photographs of the affected area;

  • photographs of the external packaging;

  • photographs of the shipping label; and

  • any other relevant evidence.

This 48-hour reporting timeframe does not limit any rights available under the Australian Consumer Law.

Where possible, please retain all packaging until the issue has been assessed.

Damage After Delivery

Damage caused after delivery by incorrect handling, moving, storage, assembly, disassembly, modification, misuse or third parties will not ordinarily be considered transit damage or a manufacturing defect.

If transit damage is suspected, customers should avoid further assembly or use of the affected item where practical until DeskOne has had an opportunity to assess the issue.

Unboxing Evidence

DeskOne strongly recommends recording a continuous and unedited unboxing video from the sealed carton, particularly for larger furniture items and freight-delivered orders.

The video should, where possible, clearly show:

  • the sealed outer carton;

  • the shipping label;

  • the condition of the packaging;

  • the unpacking process; and

  • the condition of all components.

An unboxing video and clear photographs can assist DeskOne in determining whether damage occurred during transportation, handling or after delivery and may help us resolve your claim more quickly.

Failure to provide an unboxing video does not automatically exclude any rights or remedies available under the Australian Consumer Law.

Change-of-Mind Returns

DeskOne may accept eligible change-of-mind returns within 7 days of delivery.

To qualify, the product must be:

  • unused;

  • unassembled;

  • undamaged;

  • free from stains, marks or signs of wear;

  • complete with all parts and accessories;

  • returned with all manuals and documentation; and

  • in its original packaging and in a condition suitable for resale.

Customers are responsible for the cost of returning the product to DeskOne.

Original delivery and shipping charges are non-refundable.

Approved change-of-mind returns are subject to a 30% restocking and processing fee.

DeskOne will refund 70% of the eligible product purchase price once the product has been returned, inspected and approved.

If the returned item is not in suitable resalable condition, DeskOne may refuse the voluntary return or apply an additional reasonable deduction based on the condition of the product.

These conditions apply only to voluntary change-of-mind returns and do not limit any statutory rights relating to faulty goods.

Return Freight and Collection

Customers are responsible for return freight costs for change-of-mind returns and other non-fault-related returns.

If DeskOne arranges a courier collection on the customer's behalf, the applicable collection fee will be deducted from the refund amount or otherwise charged to the customer.

Please note that delivery fees displayed on our website may be promotional and may not reflect the actual cost of collection or return freight.

The actual collection fee may depend on:

  • delivery location;

  • product size;

  • product quantity;

  • access conditions; and

  • freight requirements.

Failed Collection and Service Appointments

Where DeskOne arranges a collection, inspection, repair, replacement or service appointment and the customer or product is unavailable during the agreed period, a reasonable reattendance, collection or delivery fee may apply.

Customers must ensure that the product is reasonably accessible and, where required, appropriately prepared for collection or inspection.

Sale, Promotional and Clearance Items

Sale, promotional and clearance products are not eligible for change-of-mind returns unless otherwise agreed in writing by DeskOne.

This does not affect any rights available to customers where a product fails to meet a consumer guarantee under the Australian Consumer Law.

Where a specific cosmetic defect, condition or other issue was clearly disclosed before purchase, the customer may not be entitled to a remedy in relation to that disclosed issue.

Rights relating to any separate or undisclosed fault remain unaffected.

Order Changes and Cancellations

If you need to change or cancel your order, please contact DeskOne as soon as possible.

If the item has not yet been dispatched and collection has not yet been scheduled, we may be able to modify or cancel the order.

Where applicable, cancellations may be subject to a 3% payment processing fee.

Once an order has been dispatched, collected by a freight carrier or entered the delivery process, cancellation may no longer be possible.

In such circumstances, the applicable return conditions in this policy will apply.

Price Adjustments and Promotions

DeskOne may, at its discretion, honour a price adjustment where the same product is reduced in price within 5 calendar days of delivery.

Price adjustment requests are subject to review and must relate to purchases made within the same country.

Promotional codes, clearance pricing, bundle offers, limited-time campaigns, special quotations, negotiated pricing and other conditional promotions may be excluded.

Price adjustments are not guaranteed and are assessed on a case-by-case basis.

How to Make a Return or Warranty Claim

To request a return, repair, replacement or warranty assessment, please:

  1. Contact DeskOne customer service.

  2. Provide your order number or proof of purchase.

  3. Provide a clear description of the issue or reason for return.

  4. Provide clear photographs where relevant.

  5. Provide packaging photographs where relevant.

  6. Provide an unboxing video where available.

  7. Provide any other information reasonably requested to assist with the assessment.

Please do not dispose of the product, components or packaging while the matter is being assessed unless instructed by DeskOne.

Refund Processing

Approved refunds will generally be processed using the same payment method used for the original purchase.

Refund processing usually takes approximately 2–5 business days, although actual processing times may vary depending on the customer's bank, financial institution or payment provider.

For approved change-of-mind returns, applicable restocking fees, return freight charges, collection charges or other agreed charges may be deducted from the refund amount.

No deduction will be made where doing so would be inconsistent with the customer's rights under the Australian Consumer Law.

Contact Us

For returns, warranty claims or general enquiries, please contact:

Australia
Email: admin@deskone.com.au

Other Regions
Email: admin@deskone.com.au

Policy Updates

DeskOne reserves the right to update or amend this policy from time to time.

Any changes will take effect once published on our website.

Changes to this policy do not affect any rights customers may already have under applicable law in relation to purchases made before the policy was updated.