Returns, Refunds & 30-Day Comfort Trial
At Shappa, we want you to feel confident when shopping for your workspace online.
We understand that different products need to be evaluated differently. An ergonomic chair needs to be sat in and adjusted before you can know whether it feels right, while a standing desk, desk frame or accessory can usually be assessed before installation.
For this reason, our return conditions vary by product category.
Please review the section that applies to your purchase.
1. Ergonomic Chairs & Office Chairs
30-Day Chair Comfort Trial
Eligible Shappa ergonomic chairs and office chairs include a 30-Day Chair Comfort Trial, starting from the date your order is delivered.
During the trial period, you may:
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unpack the chair;
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assemble it;
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adjust its ergonomic features;
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sit in and reasonably use it indoors; and
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evaluate whether its size, support and comfort are right for you.
If the chair does not feel right, you may request an exchange or return within 30 days of delivery.
Eligible condition
To qualify for a Comfort Trial return, the chair must:
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have been used only for reasonable indoor evaluation;
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be clean and hygienic;
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be free from significant scratches, stains, odours or damage;
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show no excessive wear or misuse;
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include all original parts, accessories, hardware and manuals; and
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be safely packaged for return.
Normal assembly, adjustment and reasonable trial use will not, by themselves, make a chair ineligible for return.
Please keep the packaging
We strongly recommend keeping the original carton, protective inserts and packaging materials throughout your 30-day trial.
If the original packaging has been discarded, please contact us before arranging a return. Additional packaging or freight costs may apply if suitable packaging is required to safely transport the chair.
2. Free First Chair Comfort Exchange
Finding the right ergonomic chair can sometimes take more than one try.
If your first Shappa chair does not feel right during the 30-Day Comfort Trial, you may exchange it for another eligible Shappa chair.
For your first Comfort Exchange, Shappa will cover the standard return freight for the original chair within eligible Australian service areas.
If the replacement chair:
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costs more, you will pay the price difference; or
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costs less, the difference will be refunded to your original payment method.
One complimentary Comfort Exchange is available per original chair purchase.
Additional freight costs may apply to regional, remote or difficult-to-service areas. We will advise you of any additional cost before arranging the exchange.
Shappa covers the standard return freight of the original chair for the first eligible Comfort Exchange. The replacement chair is shipped under our standard delivery terms.
The complimentary Comfort Exchange applies once per original chair purchase.
3. Chair Returns for Refund
If you prefer a refund rather than an exchange, an eligible chair may be returned within the 30-Day Chair Comfort Trial.
Shappa can arrange the return courier for you.
For eligible returns from standard metropolitan Australian delivery areas, a AUD $69 return shipping contribution will be deducted from the refund.
Regional, remote or difficult-to-service locations may incur additional return freight charges.
We will confirm any additional charge before arranging collection.
No restocking fee
There is no restocking fee for an eligible chair returned in acceptable Comfort Trial condition.
Original delivery fees, express freight charges and other non-standard delivery fees are generally not refundable for comfort-related or change-of-mind returns.
4. Electric Standing Desks
Shappa electric standing desks are covered by a 30-Day Change-of-Mind Return Policy.
Unlike ergonomic chairs, standing desks are not covered by the Chair Comfort Trial.
To qualify for a change-of-mind return
The standing desk must:
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be returned within 30 days of delivery;
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be unused;
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not have been fully assembled or installed;
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be in resaleable, like-new condition;
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contain all original components, hardware, cables and accessories; and
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be returned in its original packaging.
Opening the carton to inspect the product does not automatically make it ineligible for return, provided the product has not been installed, damaged or materially used.
Assembled standing desks
Once a standing desk has been assembled or installed, a standard change-of-mind return may no longer be available.
Assembly can result in screw marks, mounting marks, surface marks and other changes that affect the product's resale value.
If you have assembled the desk and wish to return it, please contact Shappa. We may consider the request on a case-by-case basis.
This does not affect your rights where the product is faulty or otherwise covered by Australian Consumer Law.
Return freight
For change-of-mind standing desk returns, the customer is responsible for return freight.
Where possible, Shappa can assist in arranging the return courier.
The applicable return freight cost will be confirmed before the return is arranged.
5. Standing Desk Frames
Shappa standing desk frames are covered by a 30-Day Change-of-Mind Return Policy.
This category includes standalone electric desk frames sold without a desktop.
To qualify
The desk frame must:
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be returned within 30 days of delivery;
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be unused;
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not have been fully assembled or installed;
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be in resaleable condition;
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include all motors, control boxes, handsets, cables, hardware and components; and
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be returned in its original packaging.
Opened packaging
You may open the packaging to inspect the frame and components.
However, installation, significant assembly, scratches, missing hardware or other signs of use may make the product ineligible for a standard change-of-mind return.
Return freight
Customers are responsible for return freight for change-of-mind desk-frame returns.
Shappa may arrange the courier on your behalf and deduct the agreed freight cost from your refund.
6. Desktops & Tabletops
Standard, non-customised Shappa desktops may be returned within 30 days of delivery for change of mind where they remain:
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unused;
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uninstalled;
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undamaged;
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free from mounting or screw holes;
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free from scratches, dents, stains or other marks; and
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in their original protective packaging.
A desktop that has been drilled, mounted, cut, modified or installed is generally not eligible for a change-of-mind return.
Customised desktops
Custom-made, custom-sized, custom-coloured, drilled, cut or otherwise personalised desktops are not eligible for change-of-mind returns once production has commenced.
This exclusion does not apply where the product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Return freight
Customers are responsible for return freight for change-of-mind desktop returns.
Because desktops are large and can be easily damaged during transport, they must be securely packaged before collection.
7. Desk & Office Accessories
Eligible Shappa accessories are covered by a 30-Day Change-of-Mind Return Policy.
Accessories may include products such as:
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monitor arms;
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cable-management products;
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desk accessories;
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workstation accessories;
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chair accessories; and
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other small office products.
To qualify for a return, the accessory must:
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be unused;
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be uninstalled;
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be in resaleable condition;
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contain all original parts and accessories; and
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be returned in its original packaging.
Products showing installation marks, damage, missing components or significant signs of use may not qualify for a change-of-mind return.
Customers are responsible for return freight for accessory change-of-mind returns unless otherwise stated.
8. Bundles & Multi-Product Orders
Where an order contains more than one product, each product is subject to the return conditions for its own category.
For example, if an order includes:
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an ergonomic chair;
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a standing desk;
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a monitor arm; and
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a desk frame,
the chair may qualify for the 30-Day Chair Comfort Trial, while the desk, desk frame and accessory will be subject to their respective Change-of-Mind Return conditions.
Bundle discounts
If products were purchased as part of a bundle or promotional package and only part of the bundle is returned, any promotional discount may be recalculated based on the products you keep.
The adjusted amount, where applicable, may be deducted from the refund.
9. Clearance, Final Sale & Display Products
Products clearly identified as Final Sale may not be eligible for change-of-mind returns where this condition was disclosed before purchase.
Clearance or discounted products are not automatically excluded from Australian Consumer Law protections.
Display, ex-demo or open-box products may have specific return conditions disclosed on the product page or at the time of purchase.
Any disclosed cosmetic imperfections or conditions that were clearly brought to your attention before purchase will not, by themselves, constitute a product fault.
Nothing in this section limits rights available under Australian Consumer Law.
10. Faulty, Damaged or Incorrect Products
Change-of-mind returns and the Shappa Chair Comfort Trial are separate from your rights under Australian Consumer Law.
If a product:
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arrives damaged;
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is faulty;
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does not operate as intended;
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is materially different from its description;
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is incorrectly supplied; or
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otherwise fails to meet an applicable consumer guarantee,
please contact Shappa as soon as reasonably possible.
Email:
Please include where reasonably possible:
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your order number;
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a description of the issue; and
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photographs or videos showing the problem.
The remedy available will depend on the nature of the issue and your rights under Australian Consumer Law.
Where required by Australian Consumer Law, Shappa will cover reasonable return costs associated with the faulty or non-compliant product.
No restocking or handling fee will apply to an accepted return arising from a failure covered by Australian Consumer Law.
11. Missing or Damaged Parts
For furniture products involving multiple components, a damaged or missing individual part does not necessarily require the entire product to be returned.
Please contact Shappa first.
Where appropriate, we may provide a replacement component, spare part or other suitable remedy.
This approach helps resolve many issues more quickly and avoids unnecessarily transporting an entire chair, desk or frame.
Your rights under Australian Consumer Law remain unaffected.
12. Return Condition & Reduced Refunds
Where a return is accepted under a Shappa voluntary change-of-mind or Comfort Trial policy, returned products will be inspected.
A reasonable deduction from the refund may apply where a product has:
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missing components;
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missing hardware or accessories;
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significant scratches or damage;
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stains or odours;
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excessive wear;
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customer-caused damage;
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damage resulting from improper disassembly; or
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damage resulting from inadequate return packaging.
Any deduction will reflect the reasonable reduction in the value of the returned product.
This section does not apply in a way that limits remedies available under Australian Consumer Law.
13. Order Cancellation
If you need to cancel an order, contact us as soon as possible:
or through the Chat function on our website.
Before dispatch
Orders may generally be cancelled without a cancellation fee if the cancellation is received and processed before dispatch.
Because orders may be processed quickly, we cannot guarantee that a cancellation request can be completed once fulfilment has commenced.
After dispatch
Once an order has been dispatched, it can no longer be treated as a standard order cancellation.
If you no longer want the product, the relevant Comfort Trial or Change-of-Mind Return conditions will apply.
Freight costs associated with redirecting, refusing or returning a dispatched order may be deducted from the refund where permitted.
14. How to Request a Return or Exchange
Please contact Shappa before sending any product back.
Step 1 — Contact us
Email info@shappa.com.au with:
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your order number;
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the product you wish to return;
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the reason for the return; and
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whether you prefer an exchange or refund.
Step 2 — Return assessment
Our team will confirm the applicable return category and provide return instructions.
Step 3 — Package the product
Carefully disassemble the product where required and securely package it according to the instructions provided.
Step 4 — Return or collection
We will provide return instructions or arrange collection where applicable.
Step 5 — Inspection
Once received, returned products will be inspected before the exchange or refund is finalised.
Please do not return products to our warehouse without prior authorisation, as unauthorised returns may be delayed or unable to be correctly processed.
15. Refund Processing
Once an eligible return has been received and approved, Shappa will generally process the refund within 7–10 business days.
Refunds will be issued to the original payment method.
Your bank, credit-card provider or payment service may require additional processing time before the funds appear in your account.
Where an agreed return freight charge, packaging charge, bundle adjustment or reasonable product-condition deduction applies, this will be reflected in the final refund.
16. Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
The Shappa:
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30-Day Chair Comfort Trial;
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Free First Chair Comfort Exchange; and
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voluntary Change-of-Mind Return Policy
are additional benefits offered by Shappa.
They do not replace, restrict or limit any rights or remedies available to you under Australian Consumer Law.
Product Return Summary
| Product Type | Return Period | Can Be Used? | Can Be Assembled? | Change-of-Mind Return Freight |
|---|---|---|---|---|
| Ergonomic & Office Chairs | 30 days | Yes — reasonable home trial | Yes | $59 metro return contribution |
| Chair Comfort Exchange | 30 days | Yes | Yes | First eligible exchange free |
| Electric Standing Desks | 30 days | No | Generally no | Customer |
| Standing Desk Frames | 30 days | No | Generally no | Customer |
| Standard Desktops | 30 days | No | No drilling / installation | Customer |
| Customised Desktops | — | No change-of-mind return | — | — |
| Accessories | 30 days | No | Generally no | Customer |
| Faulty / Damaged Products | ACL applies | Depends on issue | Depends on issue | Shappa where required |
Need Help Before Returning Something?
Sometimes a comfort or setup issue can be solved with the right adjustment.
If you are unsure whether your chair, standing desk or other Shappa product is right for you, contact us before arranging a return.
Our team can help with product setup, adjustment and alternative product recommendations.
Email: info@shappa.com.au
At Shappa, our goal is to make buying ergonomic furniture online feel clear, supported and low-risk.
