Refunds and Returns Policy

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 truck 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, please email support@redrockfurniture.com.au if you would like a quote on having this service arranged.

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.

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 Onsite 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 please check the upper level special delivery pricing either in the delivery estimator or the checkout. Please note that these upper level prices and services are based on there being a lift in the building if your building has stairs only and you need your items taken up a few levels (more than 1) please let us know in the comments when placing your order as this will need to be quoted separately. Depending on the size of the items you have ordered your order may need to be delivered in a large truck with the correct manual handing equipment please advise us if your delivery location has any vehicle size restrictions

Q: Where can my order be shipped to?

We deliver Australia wide from metro areas to regional and remote destinations. The only island we deliver to as standard is Tasmania if you are on an Island please contact us for a quote sales@redrockfurniture.com.au If your location is on the mainland and has easy access for general carriers we can deliver to you. If your delivery address/location is on an island or requires a boat/ferry/plane to access and doesn’t have a general freight run please email us your location details and post code so that we can provide you with a special freight quote. Please note that if you are located in an area that requires special delivery service using a boat/ferry/plane we can deliver to you and the website may calculate you a freight price but this will be checked by our team prior to us dispatching the order. The reason for this is that some small items can be sent via parcel mail, but larger items require a different method and need to be quoted up on an order by order basis. If you are not sure please call us on 1300 313 495 and we will be glad to assist you.

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: What is Premium Transit Insurance?

For the low cost of $15 you can add Premium Transit Insurance to your order which means you are covered for the below:

  • Covered if your goods are lost or damaged in transit
  • Covered if your goods are delivered to the incorrect address
  • Covered if you sign a Proof of Delivery (POD) and later find your goods are damaged
  • Covered if you request an Authority to Leave (ATL) and the goods are stolen

Q: What does each delivery service entail?

Curbside delivery or FREE Curbside delivery:

COVID-19 Approved Courier, customer willing and able to assist with unloading of goods from delivery vehicle if required. Ground Floor Only

Maximum weight per piece is 70kg, even with assistance. Appropriate assistance is required, ie fit individual capable of handling 35kg minimum as a single lifter. Good access for lift distance and unloading is required. Lifting distance should be no more than 10 metres. The driver may need to propose a different delivery method if the delivery location is deemed to be unsuitable for curbside delivery.

Tailgate Delivery (No Contact Process):

COVID-19 Approved Courier will unload unassisted and bring goods to front of Building/House. Ground Floor Only

Must be a suitable space to unload. Must have parking close to delivery area and good access for large rigid vehicles. Delivery distance should be no more than 10 metres from parking point. Must have flat, smooth, uninterrupted surface for use of a pallet jack which requires a flat surface for moving heavy items. Must be someone available to sign for goods. Some residential locations may not be able to be serviced with this option, if you have a gravel driveway, steep surfaces, non-flat surfaces, not suitable paring for large rigid vehicles or any aspect which may hinder the ability to deliver, please contact us so we may vet your location to let you know if this is a possible solution. The driver may need to propose a different delivery method if the delivery location is deemed to be unsuitable for tailgate delivery.

Special delivery (No Contact Process):

COVID-19 Approved Courier will bring goods Inside Building and/or to an Upper Level (Lift is required for this option, stairs not acceptable)

Refer to instructions regarding tailgate delivery. All of these apply. Good access to a suitable parking location will be required. CBD deliveries should have an accessible building loading dock. Someone must be on-premises to guide drivers when unloading and enable access and direction for delivery. Drivers will unload to best available space and due to access issues may not be able to achieve delivery to your exact desired location. If you believe your address may have any hindrances to achieving a delivery please contact us so we may vet your location to let you know if this is a possible solution.

Note: 

Receivers cannot enter the tray or cabin of drivers vehicle, and drivers are not allowed to pass down heavy goods from tray/bed of truck/raised tailgate.

Free Warehouse Collection

You will be notified once your order is ready for collection. Please do not try and collect before you have been notified

Depending on your location and the products you would like to purchase free warehouse collection may be an option. Please note once your order is ready for collection you will be notified that your items are ready for pick-up. If you would like to find out the warehouse location prior to placing your order, please call us on 1300 313 495 or send us an email to sales@redrockfurniture.com.au with the items you would like to purchase.

FREE Australia Wide Shipping

COVID-19 Approved No Contact Process

FREE Shipping Offer covers most areas in Australia, some postcodes are exempt. Please check the following link to view postcodes that are not included in the free shipping: Shipping Guide | Postcode Exemptions

Must be a suitable space to unload. Must have parking close to delivery area and good access for large rigid vehicles. Delivery distance should be no more than 10 metres from parking point. Must have flat, smooth, uninterrupted surface for use of a pallet jack which requires a flat surface for moving heavy items. Must be someone available to sign for goods. Some residential locations may not be able to be serviced with this option, if you have a gravel driveway, steep surfaces, non-flat surfaces, not suitable paring for large rigid vehicles or any aspect which may hinder the ability to deliver, please contact us so we may vet your location to let you know if this is a possible solution. The driver may need to propose a different delivery method if the delivery location is deemed to be unsuitable for this delivery.

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 and all suppliers / manufacturers reserve the right to make changes to any product shape, design and size at any time without prior notice 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 any of the following: stock availability, pricing, production lead times, required deadlines, additional charges or any other reason that may arise, a remedy solution will be offered at the discretion of the company. This remedy will be provided to the customer at the earliest possible stage and will include a full refund within 30 days of the date of order. Please note that we have many warehouses all around Australia so when an item says in stock on the website it means that it is in stock in one of these warehouses if you require the item quickly and want to make sure that the product is in stock in the same state or city as you are located you will need to check with the customer service team prior to placing your 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 Red Rock Furniture. Non-standard products that consist of made-to-order sizes or colours can be cancelled, 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: sales@redrockfurniture.com.au

Post: PO Box 64 North Lakes QLD 4509 (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) Red Rock Furniture 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 Red Rock Furniture 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 sales@officefurnituredirect.com.au 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 Red Rock Furniture. If Red Rock Furniture is notified of damage after products have been assembled Red Rock Furniture 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 Red Rock Furniture 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 Red Rock Furniture finds no fault with the product. If the goods are returned and Red Rock Furniture deem the quality to be less than our commercial standard the customer will be refunded the total amount and Red Rock Furniture 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: members@redrockfurniture.com.au  

Q: Is Next Day Shipping 100% guaranteed?

Yes Next Day Shipping is guaranteed as long as youhave called and checked stock. This offer does not include any custom made toorder products, products or optional extras that have a lead time, productsthat are marked as out of stock and products that are not included in the NextDay Shipping Range. Please note that large orders may be delayed 24-48 hourswhile they are palatalized & shipping is booked. Next DayShipping is for our standard curb side delivery service so if you select upperlevel or special services delivery this can delay your shipping but we try ourbest to dispatch all items as quickly as possible. Next Day Shipping Offer subject to availability – Call 1300 XXX XXX NOW to check stock. Place your order for an In Stock product by 3pm and youritems will be dispatched from our warehouses on the next business day!

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. During the stated warranty period a maximum of 2 claims can be made that will be covered under the manufacturer’s warranty this applies to all products on the website.

Q: What are the Warranty Terms and Conditions?

Red Rock Furniture 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. Red Rock Furniture 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. Red Rock Furniture does not cover any repair service costs or time required to swap or replace any broken parts or components. 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. Red Rock Furniture 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 periodicily 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.  When the decision is made that the product can’t be repaired and a replacement is required the product will need to be sent back to the manufacturer or supplier to process the replacement claim. If we don’t have the product sent back we can’t process the replacement claim.

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 desktop or any other hard surface, upholstery being ripped or torn by clothing etc…)
  • Products that have been subjected to weights that exceed the maximum stated weight capacity.
  • 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 covered 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 or repaired. When the decision is made that the product can’t be repaired and a replacement is required the product will need to be sent back to the manufacturer or supplier to process the replacement claim. If we don’t have the product sent back we can’t process the replacement claim.
  • During the stated warranty period a maximum of 2 claims can be made that will be covered under the manufacturer’s warranty this applies to all products on the website.
  • This warranty applies only to the original purchase. Proof of purchase is required. All works carried out by a party under instructions from Red Rock Furniture will be covered by the 12 month warranty on workmanship and repair. If the workmanship of the repair is deemed by Red Rock Furniture 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: Do you store my card information?

We do not store any credit card information on our website or server. Whilst we actively take steps to protect the security of our website and customer details, we take no responsibility and are not liable in the event that your personal information or credit card details are copied, used or stolen. By choosing to purchase with our company, you agree to take this risk and you agree that you will not and cannot take any legal action against Red Rock Commercial Furniture Pty Ltd or demand any compensation.

Red Rock Furniture reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. Red Rock Furniture may do this for example, but without limitation, where:

(a) Red Rock Furniture’s suppliers are unable to supply Goods that they have previously promised to supply;

(b) an event beyond Red Rock Furniture’s control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that Red Rock Furniture is unable to supply the Goods within a reasonable time;

(c) Goods ordered were subject to an error on the Red Rock Furniture Website, for example, in relation to a description, price or image, which was not discovered prior to the Order being accepted;

Q: What do I do if I have a problem with a product?

Red Rock Furniture 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: sales@redrockfurniture.com.au

Post: PO Box 64 North Lakes QLD 4509 (warranty claim department)