At Rivergum Office Furniture, we want every customer to be happy with the quality, comfort and performance of their office furniture.

This policy applies to office chairs and other furniture purchased from Rivergum Office Furniture and is designed to work alongside your rights under the Australian Consumer Law.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under Australian Consumer Law. Customers are entitled to a repair, replacement or refund if a product has a major failure, and compensation for any other reasonably foreseeable loss or damage. Customers are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure is not a major failure. The ACCC confirms that consumer guarantees apply separately from any store warranty or manufacturer warranty.

Faulty or Damaged Products

If your chair arrives damaged, faulty, or develops a fault, please contact us as soon as possible with:

• Your order number or proof of purchase
• Photos of the issue
• A brief description of the problem

Once reviewed, we may offer a repair, replacement, refund, or another suitable solution depending on the issue and your rights under Australian Consumer Law.

Change of Mind Returns

For hygiene, handling and commercial-use reasons, we do not automatically offer refunds for change of mind.

This includes situations where:

• The customer chose the wrong colour, size, model or fabric
• The chair does not suit personal comfort preference after use
• The customer no longer requires the product
• The item was purchased in error

However, we may consider a change of mind return at our discretion if the product is unused, in original condition, and returned in its original packaging. Any approved change of mind return may be subject to delivery, collection, or restocking costs.

Custom, Special Order or Made-to-Order Items

Custom, special order, made-to-order, upholstered, modified or non-standard products cannot be cancelled, exchanged or refunded for change of mind once production or ordering has commenced.

This does not affect your rights if the product is faulty, damaged, unsafe, not as described, or otherwise fails to meet Australian Consumer Law guarantees.

Commercial Use

Many of our chairs are designed for commercial office environments. Normal wear and tear, misuse, incorrect assembly, accidental damage, overloading, lack of maintenance, or use outside the product’s intended purpose may not be covered by refund, replacement or warranty claims.

Return Costs

Where a product is confirmed to be faulty or not compliant with Australian Consumer Law, Rivergum Office Furniture will work with the customer to arrange a suitable remedy.

For approved change of mind returns, the customer is responsible for return freight, collection costs and ensuring the item is safely packaged for transport.

How to Request a Return

Please contact us at:

Rivergum Office Furniture
Email: sales@ultimatefs.com.au

Please include your order details, contact information and photos where relevant.