Returns, Refunds and Trial Policy
About this policy
You can return most items within 7 days for a refund if they’re not right for you. This policy explains how that works, what condition items need to be in, and how equipment trials work for rehabilitation providers and insurers.
Our 7-day change-of-mind guarantee is offered in addition to your rights under the Australian Consumer Law. Nothing in this policy excludes, restricts or modifies those rights. If an item is faulty, see Faulty items and your consumer rights below.
7-day change-of-mind guarantee
If you buy from our website or our Warners Bay showroom and change your mind, you can return the item for a refund within 7 days.
- Let us know within 7 days. Contact us within 7 calendar days of the date you received or collected the item.
- Return the item within 5 business days of contacting us. Showroom customers can drop it back by appointment. Online customers send it back to us.
- We inspect it and refund you. If the item meets the condition requirements below, we refund the purchase price to your original payment method within 5 business days of receiving it.
Costs for online orders
- The original delivery charge is not refunded.
- You pay the cost of returning the item to us.
- Please use a tracked and insured service. The item remains your responsibility until it reaches us.
Proof of purchase is required for all returns.
Condition requirements
To receive a full refund, the item must be returned in as-new condition with its original packaging undamaged. You’re welcome to set up and use the item to try it, but it needs to come back exactly as you received it.
As-new condition means:
- no marks, scratches, scuffs, dents or stains
- no odours, including smoke, pet or perfume odours
- no signs of wear beyond normal trialling at a desk
- all parts, accessories, fittings and instructions included
- not altered, modified or permanently fitted to anything
Undamaged packaging means the original box and inner packaging, free from tears, crushing, water damage or writing (other than tape and the return label).
What happens when we receive your return
| Condition of the returned item | Outcome |
| As new, packaging undamaged | Full refund of the purchase price |
| As new, packaging damaged or missing | Refund less a 10% restocking fee |
| Item damaged, marked, stained, broken or with missing parts | Return not accepted and no refund given |
If we can’t accept a return, we will contact you within 2 business days with photos and an explanation. The item remains yours. You can collect it from our showroom by appointment, or we will send it back to you at your cost.
The restocking fee and these condition requirements apply only to change-of-mind returns. They never apply to faulty items or to damage that happened before or during delivery to you.
Items not eligible for change-of-mind returns
The following items can’t be returned because you changed your mind:
- made-to-order or customised chairs
- standing desks once they have been assembled
- clearance and ex-demonstration stock
These items are marked on their product pages and on your quote or invoice. Your rights under the Australian Consumer Law still apply to them if they are faulty.
Damage in delivery
If your order arrives damaged, we will replace or repair it at our cost. Please check the packaging and item when it arrives, and contact us within 48 hours with photos so we can resolve it quickly.
Reporting within 48 hours helps us make a claim with the courier. It does not limit your rights under the Australian Consumer Law.
Faulty items and your consumer rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
If your item is faulty:
- contact us with a description and photos of the problem
- no restocking fee applies
- you don’t need the original packaging
- for a major failure, you choose a refund or a replacement
- for a minor failure, we may choose to repair the item or replace it
- if returning the item would cost you significantly, we will collect it or cover the reasonable cost of returning it
These rights apply whether you bought for personal use or for your business, within the limits set by the Australian Consumer Law. Any manufacturer’s warranty is in addition to these rights.
Equipment trials for rehabilitation providers and insurers
Rehabilitation consultants, occupational therapists, physiotherapists, insurers and employers can arrange a free 7-day equipment trial for a client before purchasing.
- Book the trial in writing. Call us to confirm the availability of the equipment required then complete this Equipment Trial Agreement form and email it back to us. We will then contact you to confirm the next steps.
- Collect the equipment. Trials are free when the equipment is collected from and returned to our Warners Bay showroom by appointment. If delivery to the client is needed, we will quote the delivery and return costs first, and the referring organisation or insurer pays them.
- Confirm the outcome within 7 days. Let us know by the end of the trial whether the equipment is being purchased or returned.
- Return within 5 business days. If the equipment is not being purchased, return it within 5 business days of the trial ending.
The referring organisation or insurer is responsible for the equipment during the trial. Loss, damage or missing parts are charged at the cost of repair or replacement, up to the full retail price.
Equipment not returned within 5 business days of the trial ending will be invoiced to the referring organisation or insurer at the full purchase price.
Trial equipment comes from our demonstration stock, so availability varies.
How to start a return
Contact us before sending anything back, so we can confirm the return and give you the return address.
- Phone: 0409 512 434
- Email: sales@selectergo.com.au
Please include your order or invoice number, the item, the reason for the return and photos of the item and packaging.
Business details
Select Ergo is a trading name of JTB Rehabilitation Pty Ltd, ABN 51 106 346 061.
Changes to this policy
We may update this policy from time to time. The version published on our website on the date of your purchase or trial booking applies. This version takes effect from 01/10/2026.