Refund policy

We want you to feel confident choosing your Sitmate chair. If you change your mind or something isn’t right with your order, our team is here to help.

At a Glance

• 7-day returns: Eligible change-of-mind returns within 7 days.
• Refund or credit: Choose a refund or store credit.
• No exchanges: Return the item and place a new order.
• Transit damage: Contact us within 48 hours where possible.

Change-of-Mind Returns

You can request a change-of-mind return within 7 days of receiving your order.

To be eligible, the product must be:

• unused and unassembled;
• in its original condition;
• returned in its original packaging; and
• suitable for resale.

To request a return, email hello@sitmate.com.au with your order number and the product you would like to return.

Please wait for confirmation from our team before sending your product back.

Return Shipping

For change-of-mind returns, return shipping is the customer’s responsibility.

Original delivery charges are not refundable.

If your original order received free or discounted delivery, the actual delivery cost incurred by Sitmate may be deducted from your refund or store credit.

These conditions apply to change-of-mind returns only.

Refund or Store Credit

For an approved change-of-mind return, you can choose:

• Refund: We will refund the eligible product value, less a 10% restocking fee and any applicable delivery costs.
• Store Credit: Receive store credit for the eligible product value, less any applicable delivery costs. The 10% restocking fee will not apply.

Refunds will be returned to your original payment method wherever possible.

Change-of-Mind Exclusions

We cannot accept change-of-mind returns for:

• clearance or final-sale products; or
• commercial and bulk orders, unless otherwise agreed with Sitmate before purchase.

These exclusions relate only to change-of-mind returns.

Exchanges

We do not offer direct exchanges for change-of-mind purchases.

If you would like a different chair, colour or product, you can return your eligible item under this policy and place a new order.

Any applicable return and new delivery costs are the customer’s responsibility.

Received the Wrong Item?

If we’ve sent you something different from what you ordered, please contact us as soon as possible at hello@sitmate.com.au.

We’ll arrange the return of the incorrect item and work with you to get the correct product to you at no additional delivery cost.

Damaged in Transit

We take care to package Sitmate products securely for delivery.

If your order arrives damaged in transit, please contact us within 48 hours of delivery where possible so we can investigate the issue quickly.

Please send us:

• your order number;
• a brief description of the damage;
• clear photos of the affected product; and
• photos of the carton and packaging where possible.

Please keep the original packaging while we review your claim, as it may be required when we follow up with the courier.

Faulty Products

If your Sitmate product is faulty, defective, unsafe or does not match its description, please contact us at hello@sitmate.com.au.

Include your order number, a description of the issue and photos or video where relevant. This can help us assess and resolve the issue more quickly.

Cancelling an Order

Need to change or cancel your order? Contact us as soon as possible.

Because in-stock Sitmate orders are dispatched quickly, we cannot guarantee that an order can be changed or cancelled once it has entered fulfilment.

Once your order has been dispatched, it cannot be cancelled. If eligible, you may request a return after delivery under our change-of-mind policy.

Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law.

Need Help?

Not sure whether your order is eligible for a return, or need help with a faulty or damaged product?

Contact the Sitmate team | hello@sitmate.com.au