Refund policy
Returns & Refunds
Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If an item is faulty, not as described, or doesn’t do what it’s supposed to, you’re entitled to a repair, replacement or refund. Nothing in this policy limits those rights. The timeframes and conditions below apply to change-of-mind returns only.
Change-of-mind returns: Ollaby floor bed
The Ollaby floor bed is made from foam and is delivered compressed and vacuum-sealed. Once the vacuum packaging has been opened, the foam expands and cannot be re-compressed or resold, so we can only accept change-of-mind returns when:
- you contact us within 30 days of delivery;
- the floor bed is unused and still in its original, unopened, sealed packaging; and
- it is returned in the same condition you received it.
Opened, used or damaged floor beds can’t be returned for change of mind, including to choose a different colour after opening. Please check the colour and size details on the product page before ordering. This does not affect your rights if the item is faulty.
Faulty, damaged or incorrect items
If your floor bed arrives damaged, has a fault, is not as described, or we’ve sent the wrong colour, please email us at hello@theollaby.com as soon as possible, ideally within 7 days of delivery. Include your order number, a short description of the issue and clear photos of the product and packaging. We’ll work out the best remedy with you (repair, replacement or refund), and we’ll cover return postage for faulty or incorrect items. Please don’t send anything back before contacting us, so we can arrange the most suitable option.
Cover and care
The corduroy cover is fixed and not removable. Spot clean as needed. Normal wear and tear, or accidental damage (such as marks, tears, pet damage or damage from soaking or machine washing), is not considered a fault.
How to start a return
Email hello@theollaby.com with your order number and the reason for your return. We’ll reply with instructions and the return address. Returns sent without contacting us first may not be accepted.
Return shipping
The floor bed is a large, bulky parcel. For change-of-mind returns, you’re responsible for return shipping costs, and original shipping charges are non-refundable. We recommend a tracked and insured service, as we can’t take responsibility for returns lost in transit. For faulty or incorrect items, we cover return postage.
Refunds
Once your return is received and inspected, we’ll email you to let you know whether your refund is approved. If approved, your refund will be processed to your original payment method within 5 business days. It may take a few extra days for your bank or card provider to post it.
Late or missing refunds
If you haven’t received your refund yet, check your bank account again, then contact your card company or bank, as there’s often some processing time. If you’ve done this and still haven’t received it, please contact us at hello@theollaby.com.
Sale items
Sale items are not eligible for change-of-mind returns. If a sale item is faulty, your Australian Consumer Law rights still apply.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return once the item is received and approved. Otherwise, the refund will be issued to the original purchaser.