Online Customer

Online Customer

freedom Online Customer Terms & Conditions

The freedom Online Order System is operated by Steinhoff Asia Pacific Pty Limited ACN 051 493 764 trading as freedom and/or its authorised agents (“freedom” or “we” or “us” or “our”). The “freedom Online Order System" comprises all freedom websites, the software associated with these websites and the facility to enter into transactions to place an order for products sold by freedom and its Related Bodies Corporate (as defined in the Corporations Act 2001 (Cth)) (“Order”).

To view our Privacy Policy, click here.
To view our Website Terms & Conditions of Use, click here.

1. Acceptance of terms & conditions
By viewing, using, accessing, browsing, or submitting any content or material on the freedom Online Order System, you agree to these Online Customer Terms & Conditions, our Privacy Policy, and our Website Terms & Conditions of Use (collectively our “Terms & Conditions”) as a binding legal agreement between you and freedom.

If you do not agree to these Terms & Conditions, then you may not use the freedom Online Order System.

2. Use of the freedom online order system
The freedom Online Order System is only for purchase and delivery of freedom products within Australia. Not all products can be purchased online..
By registering for the freedom Online Order System, you warrant to us that you are at least eighteen years old.

You must keep secure any means of identification that we provide to you in order to access the freedom Online Order System. freedom takes no responsibility for any transactions which may occur as a result of a disclosure by you of your password to third parties. You are responsible for all use of the freedom Online Order System, and all transactions entered into by means of the freedom Online Order System, using this user identification.

You agree to comply with freedom’s Website Terms & Conditions of Use available here. You further agree:
(a) not to use the freedom Online Order System for any commercial or re-supply purposes;
(b) not to access the freedom Online Order System using a third-party's account/registration without the express consent of the account holder;
(c) not to use the freedom Online Order System for illegal purposes;
(d) not to commit any acts of infringement on the freedom Online Order System or with respect to content on the freedom Online Order System;
(e) not to copy any content, for republication in print or online or any other purpose;
(f) not to disrupt, interfere with, or otherwise harm or violate the security of the freedom Online Order System, or any services, system resources, accounts, passwords, servers or networks connected to or accessible through the freedom Online Order System or affiliated or linked sites.

3. Orders
freedom reserves the right at our absolute discretion to decline or accept Orders made through the freedom Online Order System. Any automatic acknowledgements for such Orders are contingent on our view of any risks, potential delays, or other issues that may arise that are beyond the control of freedom Online Order System.

You authorise our agents to charge all fees incurred to the credit card designated by you. If payment is not received from the card issuer or its agents for any reason, you agree to pay us all amounts due on demand.

4. Pricing
Full payment for products must be made at the time you place your Order.

5. Storage
You must collect or take delivery of the products within 14 days from the day that we notify you that they are available. If you fail to do so, Freedom may charge storage fees of $50 per delivery per week and/or cancel your Order.

6. Delivery
Delivery charges and estimated date of delivery will depend on where your Order is being delivered to. See Delivery Information for the postcodes that we deliver to, costs and estimated delivery dates.

Products bought online can only be delivered within Australia.
It is the customer’s responsibility to ensure correct delivery address and access details are provided to freedom.
freedom shall use all reasonable endeavours to meet the estimated delivery date and, provided that freedom delivers the products within a reasonable time, you agree that freedom is not and will not be liable for any loss or damage, however it arises, if the products are not delivered by the estimated delivery date.
Products will only be delivered if a person aged over 18 and able to accept delivery is at the delivery address. A card will be left and you are responsible for organising collection from the address identified on the card if delivery cannot be made because an appropriate person is not present.

7. Click & Collect


Click & Collect is limited to participating Freedom stores.

We reserve the right to change participating stores at any time without notice.

All homewares products that are in-stock at your selected store and on are available for Click & Collect unless otherwise specified. Furniture items are available via home delivery only           



If we have your email on file you will receive an email when your order is ready for collection. You can also track your order in my account.

Collecting Your Order

The person collecting the order:

  1. must collect the order from the store selected when the order was placed;
  2. must provide a copy of the order confirmation;
  3. must provide photographic identification and a signature must be provided when collecting the order;
  4. the card used for payment is required to be shown when you collect your order

The person collecting the order acknowledges that we may record the details of any identification provided in relation to the collection of the order.

For larger items be aware that you may need two people to safely carry your order. You acknowledge that it is your responsibility to safely transport your items from the point of collection.

Non Collection

You must collect your order within 7 days of being notified that it is ready for collection. Orders not collected after this time may be cancelled or delivered at your expense.

Please call your nominated Click & Collect store if you are unable to pick it up within this time. For store address and opening times see our Store Locator.

8. Risk
Risk in freedom products passes on delivery of the products to the customer or its nominated agent or representative. Title passes on delivery of the products to the customer and receipt by freedom of full payment by either cash or clearance of funds into our bank account.

9. Advice and technical information
Any advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by freedom in relation to any products is given in good faith and is believed by freedom to be appropriate and reliable. However, any such advice, recommendation, information, technical information, specification, drawing, description, illustration, dimensions, assistance or service provided by freedom in relation to any products supplied by freedom is approximate only.

10. Privacy
freedom is fully committed to respecting your privacy. For a more detailed view of our Privacy Policy, click here.

11. freedom Warranty and consumer guarantees
fredom Warranty: freedom provides this warranty (“Warranty”) for its products that have been purchased in Australia. This Warranty is subject to the Australian Competition and Consumer Act 2010 (“Australian Consumer Law”). The benefits provided in this Warranty are in addition to other rights and remedies of a consumer under the Australian Consumer Law, and any other laws in relation to the products to which this Warranty relates. The Warranty period commences from the date of sale. The period of the Warranty will be:

(a) 10 years for upholstery frames (including sofas, daybeds, chaise, armchairs and recliners, and excluding occasional chairs, dining chairs and bar stools);
(b) 2 years for furniture (including upholstery furniture coverings, foam, finishing (stitching, glue, nails, tacks) and recliner mechanisms), pendant lights and any other product which freedom identifies in writing as attaching this Warranty; and
(c) 1 year for all other products.

This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, or a natural characteristic of the material used. This Warranty is not transferable and does not cover products used for commercial purposes.

Exclusions: Subject to the Australian Consumer Law, this Warranty does not apply to any products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product. In addition, this Warranty will not apply if:

(a) Repairs to a product are made or attempted by a service provider other than one approved by freedom.
(b) The product has not been used or maintained in accordance with the manufacturer’s instructions as provided with the product.
(c) The customer uses the product in an abnormal manner for example if the product is abused, misused, dropped, crushed, impacted with any hard surface, exposed to extreme heat (including fire) or cold, not maintained properly or used after partial failure.
(d) The product has been modified, incorrectly adjusted or operated, subjected to incorrect electrical supply or inconsistent electrical supply or used with inappropriate accessories.
(e) The product is tampered with in any way.
(f) The product’s serial number, as applied by the manufacturer, has been altered or removed from the product.

Mattress Warranty: freedom will pass on any warranty on a mattress provided to it by a mattress manufacturer to you. The warranty period is as specified by the manufacturer.

Consumer guarantees: 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 for 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. To the extent that they are compatible with the consumer laws in Australia, the exclusions and provisos that apply to the freedom Warranty apply to the consumer guarantees.

Consumer guarantee remedies: If there is a major failure with the product, the customer is entitled to:
(a) reject the product and get a refund;
(b) reject the product and get an identical replacement, or one similar in value if reasonably available; or
(c) keep the product and obtain compensation from freedom for the drop in value of the product caused by the major failure.

If there is a minor failure with the product, the customer is entitled, at the election of freedom to:
(a) a refund of the cost of the product;
(b) replacement of the product; or
(c) have the product repaired within a reasonable time.

Exclusion of implied warranties: Subject to the above, to the full extent permitted by law, all warranties, conditions and other terms express or implied by statute, custom or common law are excluded. Nothing contained in these terms and conditions excludes or restricts any consumer guarantee, warranty, condition, right or remedy implied by any statute (including the Australian Consumer Law) which cannot be excluded, provided that, to the extent that the statute permits, freedom is entitled to limit its liability as set out above for a breach of a guarantee, condition or a warranty implied by that statute.

12. Returns and change of mind policy

For products excluding upholstered and furniture products, clearance and sale products,  products sold as seconds, floorstock, repaired products, or products that have a defect where this has been drawn to the customer’s attention before the purchase of the product, in addition to the rights granted by applicable statute (including the Australian Consumer Law), if you change your mind you may return the product within 7 days of the date of delivery provided that the product is returned in its original condition, is in its original unopened and sealed packaging, and is accompanied by proof of purchase (the sales receipt or another acceptable form of proof of purchase). Such products purchased online can be returned to any Freedom store, or by post to the relevant location by state:

NSW: Online Returns Department

Primewest Auburn Mega Mall
Shop G01/265 Parramatta Road
NSW 2144

VIC: Online Returns Department
Homemaker Hub, 120 Bulla Road
Strathmore, 3041
VIC 3041

QLD: Online Returns Department
The Windsor Centre

Cnr Lutwyche & Newmarket Road


QLD 4030

WA: Online Returns Department
270 Leach Hwy


WA 6154

SA: Online Returns Department
60 Glynburn Rd


SA 5073

Items posted are at the customer’s cost and risk, and freedom shall not refund customers for any products that it does not receive, or that it receives which are broken or damaged.

Except as set out above, freedom shall not accept a withdrawal or cancellation of an Order for change of mind by a customer, unless freedom chooses to do so at its absolute discretion.

If freedom does accept such withdrawal or cancellation, the customer must pay an amount to freedom which in freedom’s reasonable view reflects the loss that freedom will suffer as a consequence of the withdrawal or cancellation (including but not limited to storage fees and any mark down) and the customer must pay such amounts to freedom within 7 days of freedom’s request to pay.

13. How to make a claim
To claim under freedom’s Warranty or a consumer guarantee, you must:
(a) for curtains and blinds, notify freedom Curtains and Blinds Customer Service by ringing 1800 676 612 or emailing and return the product for repair/inspection to the location identified by freedom Curtains and Blinds Customer Service;
(b) for all other products, complete an online claim form at

You will be requested to either return the product for inspection/repair, or we will arrange for the product to be inspected at your home. freedom reserves the right to charge an upfront call out fee prior to inspection of the product, in which case such a fee will be refunded should freedom determine you have a valid claim.

If you are requested to return the product to freedom for inspection/repair, you will need to arrange and pay for the transportation of the product to the store or other address advised by freedom. If the product cannot be returned easily because of its size or height, freedom will arrange and pay for the transportation of the product. If freedom determines there is a valid claim, it will reimburse you for any reasonable transportation costs paid by you. If freedom determines you do not have a valid claim, you must reimburse freedom for any transportation costs that freedom has paid and any return transportation costs.

freedom 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. Before a claim will be processed we require proof of purchase from you . We will do our best to resolve the issue in a timely manner. For any queries please:
(a) for curtains and blinds, call freedom Curtains and Blinds Customer Service on 1800 676 612 or email;
(b) for all other products, please visit our help centre

14. General
Products are suitable for domestic use only unless otherwise specified.

We may modify these Terms & Conditions at any time without prior notice by posting a revised version of the Terms & Conditions on this website. The amended agreement will take effect from the time of posting on the website. You agree that use of the freedom Online Order System by you shall be subject to the then current Terms & Conditions, and continued use of the freedom Online Order System now or following modifications of these Terms & Conditions confirms that you have read, accepted, and agreed to be bound by such modifications.

freedom reserves the right, in its sole and absolute discretion, to modify, suspend, or discontinue at any time, with or without notice, the freedom Online Order System and/or services offered on or through the freedom Online Order System (or any part thereof).

If any part of these Terms & Conditions is found to be void, invalid or otherwise unenforceable, then that part shall be deemed to be superseded by a valid, enforceable provision that matches the intent of the original provision as closely as possible. The remainder of these Terms & Conditions shall continue to be enforceable and valid.

These Terms & Conditions will be governed by and construed in accordance with the laws of the State of New South Wales, in Australia. The parties agree to irrevocably and unconditionally submit to the non-exclusive jurisdiction of the Courts of New South Wales.

Version February 2017