Returns & Refunds
At Shappa, we want you to feel confident when purchasing workspace products online.
Different products need to be evaluated differently, so return conditions vary depending on the product category and the reason for return.
Please contact Shappa before returning any product so that we can confirm the applicable return process.
1. Ergonomic Chairs
30-Day Comfort Trial
Selected Shappa ergonomic chairs may include a 30-Day Comfort Trial where this benefit is clearly stated on the relevant product page.
The Comfort Trial is designed to give you reasonable time to determine whether the chair's comfort, support, size and ergonomic features are suitable for you.
During an eligible Comfort Trial, you may:
-
unpack and assemble the chair;
-
adjust its ergonomic features;
-
sit in and reasonably use the chair indoors; and
-
evaluate its comfort and ergonomic suitability.
If the chair does not feel suitable for you, you may request a return or exchange within 30 days of delivery, subject to the applicable Comfort Trial conditions.
The Comfort Trial is a Shappa voluntary benefit and is separate from a standard change-of-mind return.
Return condition
To qualify for a Comfort Trial return, the chair must:
-
have been used only for reasonable indoor evaluation;
-
be clean and hygienic;
-
be free from significant scratches, stains, odours or damage;
-
show no excessive wear or misuse;
-
include all original components, accessories and hardware; and
-
be safely packaged for return.
Normal assembly, adjustment and reasonable trial use will not by themselves make an eligible ergonomic chair unsuitable for return under the Comfort Trial.
Packaging
We strongly recommend keeping the original carton and protective packaging throughout the 30-day trial period.
If the original packaging is no longer available, please contact Shappa before arranging the return. Additional packaging or freight costs may apply where suitable return packaging is required.
Return freight
Customers are responsible for the cost of returning the chair to Shappa for approved voluntary returns, including Comfort Trial returns, unless otherwise expressly stated by Shappa. Where possible, Shappa may assist with arranging the return courier, and any applicable return freight cost will be confirmed before collection and may be deducted from the refund.
Please see the Return Freight section below for the full freight terms.
2. Office Chairs
Shappa office chairs are not covered by the 30-Day Comfort Trial.
Change-of-mind return requests may be considered within 30 days of delivery where the office chair remains:
-
unused;
-
unassembled;
-
in resaleable condition;
-
complete with all original components, hardware and accessories; and
-
in its original packaging.
Once an office chair has been assembled, installed or used, a change-of-mind return will generally not be accepted.
Customers are responsible for return freight for accepted office-chair change-of-mind returns.
This does not affect your rights where the chair is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
3. Electric Standing Desks
Change-of-mind return requests may be considered within 30 days of delivery where the desk remains:
-
unused;
-
unassembled and uninstalled;
-
in resaleable, like-new condition;
-
complete with all original components, hardware, cables and accessories; and
-
in its original packaging.
Opening the carton to inspect the product does not automatically make it ineligible for consideration.
However, once a standing desk has been assembled, installed or used, a change-of-mind return will generally not be accepted.
Assembly may result in screw marks, mounting marks or other changes that affect the product's resale condition.
If the desk has already been assembled, please contact Shappa before arranging a return. We may review the circumstances on a case-by-case basis.
Return freight
Customers are responsible for return freight for accepted change-of-mind standing desk returns.
Where possible, Shappa may assist with arranging the return courier.
Any applicable freight cost will be confirmed before collection is arranged.
4. Standing Desk Frames
Change-of-mind return requests may be considered within 30 days of delivery where the frame remains:
-
unused;
-
unassembled and uninstalled;
-
in resaleable condition;
-
complete with all motors, control boxes, handsets, cables, hardware and components; and
-
in its original packaging.
You may open the packaging to inspect the frame and components.
However, assembly, installation, scratches, missing hardware or other signs of use may make the product ineligible for a change-of-mind return.
Customers are responsible for return freight for accepted desk-frame returns.
Shappa may assist in arranging the courier and deduct the agreed freight cost from the refund.
5. Desktops & Tabletops
Standard desktops
Change-of-mind return requests for standard, non-customised desktops may be considered within 30 days of delivery where the desktop remains:
-
unused;
-
uninstalled;
-
undamaged;
-
free from mounting or screw holes;
-
free from scratches, dents, stains or other marks; and
-
in its original protective packaging.
A desktop that has been drilled, mounted, cut, modified or installed will generally not be accepted 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 does not affect your rights where the product is faulty, damaged, incorrectly supplied or otherwise covered by Australian Consumer Law.
Return freight
Customers are responsible for return freight for accepted desktop change-of-mind returns.
Because desktops are large and may be damaged during transport, they must be securely packaged before collection.
6. Desk & Office Accessories
Change-of-mind return requests for eligible desk and office accessories may be considered within 30 days of delivery.
Accessories may include:
-
monitor arms;
-
cable-management products;
-
desk accessories;
-
workstation accessories;
-
chair accessories; and
-
other small office products.
To be considered for return, the product must:
-
be unused;
-
be uninstalled;
-
remain in resaleable condition;
-
contain all original parts and accessories; and
-
be in its original packaging.
Installed, damaged, incomplete or materially used accessories will generally not be accepted for a change-of-mind return.
Customers are responsible for return freight unless otherwise agreed by Shappa.
7. Chair Comfort Exchange
Where an eligible ergonomic chair includes a 30-Day Comfort Trial, you may request an exchange for another eligible Shappa chair during the trial period.
Where Shappa offers a complimentary first Comfort Exchange, the applicable conditions will be stated on the product page or Comfort Trial terms.
For your first eligible Comfort Exchange, Shappa will cover the standard return freight for the original chair within eligible Australian service areas. Additional freight costs may apply to regional, remote or difficult-to-service areas, and we will confirm any additional cost before arranging the exchange. One complimentary Comfort Exchange is available per original chair purchase.
Return freight for any subsequent exchange or return is subject to the Return Freight terms set out below.
If the replacement product costs more, the customer must pay the difference.
If it costs less, the applicable difference will be refunded to the original payment method.
Any subsequent exchange or return may be subject to applicable freight charges.
8. Bundles & Multi-Product Orders
Where an order contains more than one product, each product is subject to the return conditions applicable to its own category.
For example:
-
an eligible ergonomic chair may qualify for the Chair Comfort Trial;
-
an office chair will follow the Office Chair return conditions;
-
a standing desk or desk frame will follow its applicable change-of-mind conditions; and
-
an accessory will follow the accessory return conditions.
If products were purchased as part of a bundle or promotional offer and only part of the bundle is returned, the original discount may be recalculated based on the products retained.
Any resulting adjustment 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 protections available under Australian Consumer Law.
Display, ex-demo or open-box products may have specific return conditions disclosed on the product page or at the time of purchase.
Cosmetic imperfections or other conditions clearly disclosed before purchase will not, by themselves, constitute a fault in relation to those disclosed conditions.
Nothing in this section limits your rights under Australian Consumer Law.
10. Faulty, Damaged or Incorrect Products
Change-of-mind returns and the Chair Comfort Trial are separate from your rights under Australian Consumer Law.
Please contact Shappa if a product:
-
arrives damaged;
-
is faulty;
-
does not operate as intended;
-
is materially different from its description;
-
is incorrectly supplied; or
-
otherwise fails to meet an applicable consumer guarantee.
Please email info@shappa.com.au.
Where reasonably possible, include:
-
your order number;
-
a description of the issue; and
-
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 a faulty or non-compliant product.
No restocking or handling fee will apply to an accepted remedy arising from a failure covered by Australian Consumer Law.
11. Missing or Damaged Parts
For products made up of multiple components, an issue affecting one component may sometimes be resolved without returning the entire product.
Please contact Shappa first.
Where appropriate, we may provide:
-
a replacement component;
-
a spare part; or
-
another suitable remedy.
Any remedy offered will be consistent with your rights under Australian Consumer Law.
Your Australian Consumer Law rights remain unaffected.
12. Return Condition
Products returned under a Shappa voluntary return arrangement may be inspected after return.
For voluntary returns, a reasonable deduction may apply where the returned product has:
-
missing components;
-
missing hardware or accessories;
-
significant scratches or damage;
-
stains or odours;
-
excessive wear;
-
customer-caused damage;
-
damage caused during improper disassembly; or
-
damage caused by inadequate return packaging.
Any deduction will reflect the reasonable reduction in the product's value.
This section does not limit remedies available under Australian Consumer Law.
13. Order Cancellation
If you need to cancel an order, contact Shappa as soon as possible at info@shappa.com.au or through the Chat function on our website.
Before dispatch
Orders can generally be cancelled without a cancellation fee if the cancellation request 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 applicable return conditions for that product category will apply.
Freight costs associated with redirecting, refusing or returning a dispatched order may be deducted from the refund where applicable.
14. How to Request a Return
Please contact Shappa before sending any product back.
Step 1 — Contact us
Email info@shappa.com.au with:
-
your order number;
-
the product you wish to return;
-
the reason for the return; and
-
for an eligible Ergonomic Chair Comfort Trial, whether you prefer a return or exchange.
Step 2 — Return assessment
Our team will confirm the applicable return category and whether the request meets the relevant return conditions.
Step 3 — Return instructions
If the return is accepted, we will provide instructions for packaging, return or courier collection where applicable.
Step 4 — Inspection
Once received, the returned product may be inspected before the refund or exchange is finalised.
Please do not return products to our warehouse without prior return instructions, 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 permitted 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.
Shappa's voluntary return arrangements, including:
-
the 30-Day Comfort Trial offered on selected ergonomic chairs;
-
any Comfort Exchange benefit; and
-
any accepted change-of-mind return
are additional benefits provided by Shappa.
They do not replace, restrict or limit any rights or remedies available under Australian Consumer Law.
Return Freight
For all approved voluntary returns, including change-of-mind returns and returns under an eligible Chair Comfort Trial, the customer is responsible for the cost of returning the product to Shappa unless otherwise expressly stated by Shappa, for example the complimentary first Comfort Exchange freight benefit described in section 7.
Where possible, Shappa may assist with arranging the return courier. Any applicable return freight cost will be confirmed before collection and may be deducted from the refund.
Original delivery fees, express freight charges and other non-standard delivery charges are generally non-refundable for voluntary returns.
Where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee, Shappa will cover reasonable return costs where required under the Australian Consumer Law.
Product Return Summary
| Product Type | Return Arrangement |
|---|---|
| Eligible Ergonomic Chairs | 30-Day Comfort Trial where stated on product page |
| Office Chairs | No Comfort Trial; unused/unassembled change-of-mind requests may be considered |
| Electric Standing Desks | Unused/unassembled change-of-mind requests may be considered within 30 days |
| Standing Desk Frames | Unused/unassembled change-of-mind requests may be considered within 30 days |
| Standard Desktops | Unused/uninstalled change-of-mind requests may be considered within 30 days |
| Customised Desktops | No change-of-mind return once production begins |
| Accessories | Unused/uninstalled change-of-mind requests may be considered within 30 days |
| Faulty / Damaged / Incorrect Products | Australian Consumer Law applies |
