Returns Policy
Steinhoff Asia Pacific Limited trading as Freedom (“Freedom” or “we” or “us” or “our”) is committed to pleasing our customers.
Our Returns Policy includes the rights you have under the Competition and Consumer Act 2010 (Australian Consumer Law).
Consumer Guarantees
Our products 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.
Where a failure does not amount to a major failure, Freedom is entitled to choose between providing you with a repair, replacement or other suitable remedy.
For more detailed information regarding consumer guarantees on our products, please view our terms and conditions at
here for online purchases, or available instore for personal shoppers.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of a failure by Freedom to comply with a consumer guarantee under the Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (e.g. from your doctor), depending on the loss or damage.
Returning a product - instore personal shoppers
Freedom does not provide a refund or a replacement if you change your mind, except in the following circumstances:
For homeware items (excluding clearance and sale items, upholstery and furniture) collected and paid for at the time of purchase instore (‘cash and carry’), in addition to the rights granted by applicable legislation including the Competition and Consumer Act 2010 (Cth), if you change your mind you may return the product within 7 days of the date of purchase provided that the product:
- is returned in its original condition;
- is in its original unopened and sealed packaging; and
- is accompanied by the original sales docket or another form of acceptable proof of purchase to Freedom.
For cash refunds over $150 a cheque will be posted to you within 7 working days.
However, if an item has a major problem, you may choose a refund or exchange. This is when the item:
- has a problem that would have stopped someone from buying the item if they had known about it
- is unsafe
- is significantly different from the sample or description
- doesn’t do what we said it would, or what you asked for and can’t be easily fixed.
Alternatively, you can choose to keep the item and we will compensate you for any drop in value.
If the problem is minor, we will nominate and arrange a repair, refund or replacement of the item.
Please keep your proof of purchase – eg your receipt.
For furniture and upholstery instore purchase returns in Australia, please contact Freedom Customer Service
here, call us on 1300 135 588, or come in to any of our Freedom stores. For homeware instore purchase returns in Australia, please come in to any of our Freedom stores.
For instore purchase returns in New Zealand, please call the Customer Service Manager on 0800 373 3366.
Your right to change your mind and return a product under this Returns Policy within 7 days of the date of purchase for instore personal shoppers is in addition to remedies available under the Freedom Warranty or consumer guarantees. For details of the Freedom Warranty or consumer guarantees, see our terms and conditions available instore for personal shoppers.
Returning a product - online shoppers
If you have changed your mind with regards to an online purchase made on the Freedom Online Order System, Freedom is happy to allow you to cancel your order within 24 hours of placing your order. To do this, please contact Freedom Customer Service by email at
onlinesales@freedom.com.au to arrange for your order to be cancelled and your purchase to be refunded.
When you contact us, please provide the following details:
• sales order number
• a description of the issue
• if you already have the products, a photo of the products showing the fault.
Your right to change your mind and cancel your order within 24 hours of the date of purchase for online shoppers who purchase products on the Freedom Online Order System is in addition to remedies available under the Freedom Warranty or consumer guarantees. For details of the Freedom Warranty or consumer guarantees, see our terms and conditions for the Freedom Online Order System available
here.
Making a warranty or consumer guarantee claim
To return a product or claim the Freedom Warranty or a consumer guarantee under the Australian Consumer Law (refer to our terms and conditions
here for online purchases, or available instore for personal shoppers), you must present the sales docket receipt (or another form of proof of purchase) to Freedom. We will assess the product to determine the nature of the issue, whether you are entitled to a remedy, and in the case of a minor failure, the remedy that will be made available to you. Sometimes we may have to forward the product to the manufacturer or repair agent and liaise with them. We will do our best to resolve the issue in a timely manner. If your product cannot be easily returned to your local Freedom store because of the size of the product (“Bulky Goods”), we will arrange for them to be assessed. If the Bulky Goods have suffered a major failure, Freedom will arrange to collect the Bulky Goods at no charge to you.
Proof of purchase: In order to obtain a refund, repair, replacement or compensation, you must have clear proof of purchase which will normally be in the form of a receipt. Unfortunately, Freedom will not accept a bank or credit card statement as proof of purchase unless the amount on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items are purchased in the same transaction, it limits Freedom’s ability to establish proof of purchase. Freedom cannot provide copies of receipts if lost or misplaced.
When: Under the Australian Consumer Law, there is no time limit to your rights to a remedy. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product, the price, and how long it takes you to make a claim.
When you request a refund, repair, compensation or replacement of products from Freedom, we collect limited personal information from you during the process. We respect our customer’s right to privacy of their personal information. If you wish to obtain further information on our Privacy Policy, you can find it at
here.