Freedom Online Customer Terms & Conditions
The Freedom Online Order System is operated by Freedom Furniture Australia Pty Limited ACN 051 493 764 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 Website Terms & Conditions of Use, click here.
Acceptance of terms & conditions
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 pay, or attempt to pay, for a product using any fraudulent or unlawful means;
(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.
Any Order for a product placed through the Freedom Online Order System is an offer by you to purchase a particular product for the price shown on the Freedom Online Order System at the time you place the Order.
All product prices are quoted inclusive of GST. You agree to pay all taxes (including GST) payable in connection with this contract.
Delivery costs will also be charged on Orders delivered to you. Further details on delivery are set out under the Delivery section below.
Full payment for products must be made at the time you place your Order.
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.
Acceptance or Rejection of an Order
When you place an Order to purchase product(s), we will send you an email confirming receipt of your Order and containing the details of your Order. This email is an acknowledgement that we have received your Order, and does not confirm acceptance of your offer to buy the product ordered. We only accept your offer, and conclude the contract of sale for the product(s) ordered by you, when we have processed your Order and issued a sales invoice to you.
Electronic invoices will be emailed to you at the email address provided by you in relation to the Order.
We may reject an Order placed through the Freedom Online Order System or any part of your Order without liability to you for that rejection if:
If we reject an Order, then we will endeavour to notify you of that rejection at the time you place the Order or within a reasonable time after you place the Order.
Each Order placed through the Freedom Online Order System that we accept results in a separate binding agreement between you and us for the supply of those product(s).
For each Order accepted by us, we will supply the product(s) in that Order to you in accordance with these Terms & Conditions.
Cancelling an Order
We may cancel all or any part of an Order (including any Orders that we have accepted) without any liability to you for that cancellation at any time if:
a product in that Order is not available;
b. there is an error in the features, specifications or price of a product posted on the Freedom Online Order System for a product in that Order; or
c. we reasonably believe your Order has been placed in breach of these Terms & Conditions.
On cancellation of an Order, we will refund your payment to you. If we cannot stop the shipment of the Order at the time of cancellation, then you will be required to refuse delivery or return the product(s) in Order to receive a refund.
Subject to other terms, 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.
Delivery charges and estimated date of delivery will depend on where your Order is being delivered. See Delivery Information for the postcodes that we deliver to, costs and estimated delivery dates.
Products can only be delivered within Australia.
It is the customer’s responsibility to ensure correct delivery address and access details are provided to Freedom.
We will use all reasonable endeavours to meet the estimated delivery date, however you agree that Freedom is not and will not be liable for any loss or damage, however it arises, if the products are delivered within a reasonable time after 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.
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 and furniture products that are in-stock at your selected store and on freedom.com.au are available for Click & Collect unless otherwise specified.
If we have your email on file you will receive an email when your Order is ready for collection.
The person collecting 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.
For Click & Collect Orders, you must collect your Order within 14 days of being notified that it is ready for collection. For Orders not collected in this time Freedom may charge storage fees of $50 per delivery per week and/or cancel your Order.
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.
Risk and Title
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.
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.
Freedom Warranty and consumer guarantees
Freedom 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 (Cth)(“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.
Homewares Change of mind policy
For homewares 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 remedies available under the Freedom Warranty and 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
Auburn NSW 2144
VIC: Online Returns Department
Homemaker Hub, 120 Bulla Road
Strathmore VIC 3041
QLD: Online Returns Department
The Windsor Centre
Cnr Lutwyche & Newmarket Road
WA: Online Returns Department
270 Leach Hwy
Myaree WA 6154
SA: Online Returns Department
60 Glynburn Rd
Glynde 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 will not accept a request for cancellation if you simply change your mind, unless Freedom chooses to do so at its absolute discretion.
If Freedom does accept a request for cancellation simply due to a change of mind, 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 cancellation (including but not limited to storage fees and any mark down). Freedom will set off this amount against any moneys already paid to us by the customer for this product, and refund the balance. For any cancellation charges over and above what has already been paid to Freedom, the customer must pay such amounts to Freedom within 7 days of Freedom’s request to pay.
Made to order stock: Notwithstanding any other provision of these terms and conditions, Orders for products which are made to individual customer specifications, including custom made furniture products, or custom fabric products, which have to be ordered specifically for a customer cannot be cancelled or returned if the customer decides they no longer want the products simply due to a change of mind.
How to make a claim
To claim under the 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 firstname.lastname@example.org and return the product for repair/inspection as requested;
(b) for all other products, complete an online claim form at https://freedom-au.zendesk.com/hc/en-us.
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 email@example.com;
(b) for all other products, please visit our help centre https://freedom-au.zendesk.com/hc/en-us.
The Freedom In-Store Customer Terms & Conditions apply to in-store purchases from Freedom, and can be found on this website.
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 will 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 will 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.
Freedom Furniture Australia Pty Limited
Level 4, 1 Epping Road North Ryde NSW 2113
(02) 9882 9000
Version November 2020