About These Terms and Conditions
Global Retail Brands Australia Pty Ltd ACN 006 348 205 ("we" "us") operates a website, www.house.com.au (our "Site") and the Site, the products available for purchase on the Site (“Products”) and related services are made available to the Customer ("you") pursuant to the following Terms of Conditions and any other policies posted on our Site from time to time (collectively, the "T&C's"). Please read the T&C's carefully before placing any orders on our Site. We recommend you should keep a copy of the T&C's for future reference. We may modify the T&C's at any time. By accessing or using this Site, you agree to these terms & conditions of use. If you do not agree to these terms you may not use this site.
Australian Sales Only
We sell and ship Products only within Australia. We will not make deliveries outside of Australia or to parcel lockers within or outside of Australia. We do not encourage you to use the Safe Drop option from Australia Post whereby your parcel will be left unattended at your nominated address, however if you do elect to use this service we are not responsible for any missing parcels and no claims can be made against us for compensation.
Eligibility to purchase
In order to make a purchase through the Site, you will be required to register and provide your personal details. In particular, you must provide your real name, phone number, email address and other requested information as indicated. Furthermore, when ordering items, you will be required to provide payment details and guarantee that the payment details you provide on ordering are both valid and correct and that you are the person referred to in the billing information provided.
Acceptance of Your Order
You may place an Order by filling in the Order Form on our site and clicking the "Submit My Order" button. Once you have made your choice and your Order has been placed, you will receive an email acknowledging the details of your Order. This email is NOT an acceptance of your Order, just a confirmation that we have received it.
By placing an Order, you make an offer to us to purchase the Products you have selected based on these T&C's. Information contained on the Site constitutes an invitation to treat. No information on our Site constitutes or should be deemed as an offer by us to supply any Products; however we will make every effort to supply Products to you. We will notify you that your Order is being processed by sending you an Order Confirmation and tax invoice via email; however, we do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed, for the purpose of preventing credit card or payment fraud. We and our affiliates reserve the right to refuse service, terminate accounts, remove or edit content, or cancel Orders in our sole discretion. We will confirm acceptance of your Order when we send you an email confirming shipment of the Products you have ordered. If we cannot process or accept your Order after payment is received we will contact you by email or telephone.
We reserve the right not to accept your Order if we are unable to obtain authorisation for payment, the Product ordered is out of stock or does not satisfy our quality control standards and is withdrawn, or if you do not meet the eligibility criteria set out within the T&C's.
We may also refuse to process and therefore accept a transaction for any reason or refuse service to anyone at any time at our discretion. We will not be liable to you or any third party by reason of our not accepting an Order, withdrawing any merchandise from the Site, removing or editing content on the Site; refusing to process a transaction; or suspending any transaction after processing has begun.
Payment Methods and Processing
We currently accept PayPal, Visa, MasterCard, AMEX and Afterpay (subject to Afterpay’s own credit limits on value of purchases). Openpay is also available subject to Openpay’s own terms and conditions. We process payments after you click the "Submit My Order" button. Orders placed on a weekend or a Public holiday will be payment processed immediately but filling of the Order will not occur until the next business day. Business days are Monday through Friday, excluding Victorian Public holidays. We will email a tax invoice to you with your Order Confirmation. Your tax invoice is your proof of purchase subject to payment being received by us. Payments will be debited and cleared from your account upon placing of your Order. By making a payment you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery. Any coupon codes, for example free shipping or discount offers, are valid at the time of order placement only and must be entered in correctly at the relevant point in the payment process for you to be eligible for the offer promoted by the coupon. Coupon offers will not be valid or honoured on Orders successfully placed without using the relevant or correct code.
We take all reasonable care to make our Site secure. All credit card transactions on this Site are processed using a secure online payment gateway that encrypts your card details in a secure host environment.
To help ensure that your shopping experience is safe, simple and secure we use Secure Socket Layer (SSL) technology. When ordering using SSL you will have a message come up about Certificate Authorisation which varies depending on what browser you are using. E2commerce provides our Certificate Authorisation which means that once you receive their message, they have authorised that we are in fact House.
Our online ordering system is the industry standard for encryption technology to protect your online order information. SSL encrypts all information including your credit card and all personal information passed from you to us. Encryption provides you with security and peace of mind when your browser and local network supports the use of encrypted data transmissions.
We will take all reasonable care to keep the details of your order and payment secure, but we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the Site unless that access was made possible by our negligence.
- We do not redeem VIP rewards as payment for online purchases.
- We do not provide lay-by facilities for online purchases.
- We are unable to accept credit cards issued by banks outside of Australia.
- Debit cards and credit cards have daily spending limits that may substantially delay the processing of your order, if exceeded.
- You may be required to provide further identification and information for additional security reference checks.
We do not formally accept your offer until your Order has passed our internal validation procedures for verifying the bona fides of each Order placed. We may run security checks for the purpose of preventing credit card or payment fraud. Security checks may be conducted by telephone, by email or by a combination of both. As part of a security check we will require you to provide further verification of your credit card and your identification. You are welcome to perform a security check in store if you do not wish to participate via email or phone. If you do not agree to undergo a security check you may choose to process your payment through PayPal instead or you may have your order cancelled and refunded. We maintain absolute discretion to cancel and refund your Order if you refuse to undergo any part of a security check.
We have made every effort to display as accurately as possible the colours of our Products that appear on our Site. However, as computer monitors vary, we cannot guarantee that your monitor's display of any colour will be completely accurate.
Product prices shown on the Site are in Australian dollars and are inclusive of GST at the applicable rate.
Pricing and Stock availability
We always seek to list Products with the most competitive prices.
- We reserve the right to change prices for Products displayed on the Site at any time before you submit an Order.
- The price of Products shown excludes shipping costs. The shipping cost is shown separately on the Product page but may be recalculated based on how many and what items you place in your shopping cart. Please refer to Shipping Charges below for more details..
- The promotions and sales prices that are offered on the Site are available online only. They may not correspond to those in a House store. House stores may operate other promotions and sales concurrently.
- We reserve the right to extend or withdraw a promotional or sale offer at any time without notice.
- Certain online promotions and offers are subject to additional terms and conditions which will be specified with the offer on the Site (eg duration of the promotion or sale, method of calculation of savings etc). Please read these additional terms and conditions carefully
Delivery and Shipping
A confirmation email showing that we have received your order will automatically be sent to you once you have proceeded through to the end of the check out. Once accepted your order will be dispatched by the next Business Day.
Timing of Delivery:
Estimated delivery time within Australia is approximately 2 to 10 days from the date your payment is received. The estimated delivery times are in business days (Monday through Friday excluding Public holidays in Victoria). Estimated times are to be used as a guide only depending on your location and the availability of stock. Whilst we endeavour to fulfil all orders, please note some items, sizes or colours may not be available at time of dispatch. Your credit card will be refunded for items not available at time of dispatch. If your Product has not arrived after the estimated delivery time, please contact Customer Service on 1300 136 936.
Cancellation or change
It may be possible for you to cancel or change your order if your order has not started the packing process in our warehouse. Please contact one of our Customer Service Representatives on (1300 136 936) or email us and if cancellation or change remains possible, they will assist you.
Please note we only ship orders to Australian Postal addresses and post office boxes. Unless otherwise agreed by us, we will deliver your Products to the Australian address indicated on your Order Confirmation. We dispatch all orders using the Australia Post eParcel service. If no-one is available to take delivery of your Products, our carrier (Australia Post eParcel) will leave a card so you can pick-up your Order from your local Post Office. We will use our reasonable efforts to deliver your Products to you within the estimated delivery time; however, we do not guarantee that we will deliver within this time frame. Title and risk of loss to all Products will pass to you on delivery.
If you have specified a recipient who is not you, for delivery purposes, then you accept that evidence of a signature by a person who identifies themselves as that person at that delivery address, is evidence of delivery to you and fulfilment by us of our responsibility.
Please Note: rugs cannot be delivered to a PO Box, only to a street address and a $25 return fee will be charged if rugs are sent to a PO Box or if rugs are returned for change of mind. We also do not ship to parcel lockers.
All purchases for delivery in Australia will be charged as follows:
We offer free standard shipping for all orders of $89 (inclusive of GST) or more.
Orders under the value of $89 (inclusive of GST) will incur a flat rate of $10.00 for standard shipping.
Our freight and handling fees do not include insurance and we may not be held responsible for any damage, destruction or loss of goods after delivery to Australia Post.
Any applicable shipping charges for your order will be shown during the checkout.
We may at our discretion offer limited time Free Shipping promotions from time to time based on the following eligibility criteria:
- Order is placed during the stated promotional period;
- Free shipping eligibility registration information must be completed in full (incorrect post codes will be advised in the registration process);
- Free Shipping offer is valid for all Australian territories;
- Shipping charges will apply to ineligible products/orders; and
- Offer is not available for commercial or wholesale/bulk orders.
After your order has been dispatched a confirmation email will be sent to the email address you provided, with an Australian eParcel tracking number. You can track the shipping status of your order at Australia Post
Consumer guarantees apply under the Australian Consumer Law. Nothing in these T&C’s excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au. If a Product has a minor defect, we may provide a repair or offer you a replacement or a refund at our discretion. If a Product has a major defect, you are entitled, within a reasonable time after delivery, to:
- reject the goods and receive a refund
- reject the goods and receive an identical replacement, or one of similar value if reasonably available to us, or
- keep the goods and receive compensation for the drop in value caused by the problem.
If the Products arrive damaged or inoperable a claim must be made by either calling our Toll Free Number 1300 136 936 or emailing our Customer Service Team E: email@example.com within 7 days after the parcel has been delivered and providing a full detailed description of the problem with supporting photographic evidence as well as your order number. Depending on the problem our Customer Service team will determine how best to resolve your problem with minimum inconvenience to you. Please note Products that are damaged as a result of normal wear and tear are not considered to be faulty. Where possible, we will offer to repair Products that we accept are faulty. If we consider the Product is not repairable or the same product is not available, you are entitled to a full refund in the original tender. Our normal warranty for the Products supplied to you, applies if they arrive damaged or inoperable.
Where we agree that a Product is defective and needs to be replaced or repaired return shipping will be arranged at our expense. We recommend that items are returned to us via courier or registered post to ensure that they are protected and insured during transit. If a Product is replaced, your replacement Product becomes your property and the returned Product becomes our property. When a refund is given, the returned Product becomes our property.
Where we agree to replace a Product:
- A replacement for the Product that you ordered will be shipped to you at our expense after we have received your returned Product (does not apply to change of mind).
- The delivery time for the replacement Product will be the same as stated for the original Product.
- Consumer Guarantees under the Australian Consumer Law but no additional guarantees apply to all replacement products.
Goods with Manufacturer’s warranty - Refund/Replacement policy
Many of our Products come with a guarantee or warranty from the manufacturer. Please refer to the warranty terms and conditions on or in the packaging, however nothing in those warranty terms and conditions excludes the application of the Consumer Guarantees that apply under the Australian Consumer Law, and our change of mind guarantee.
Return Authorisation Number - A Must Have
A Return Authorisation (RA) number is required for replacement Products and refunds. Where Customer Service has provisionally determined that a Product is defective, Customer Service will issue you with an RA. Products cannot be returned without an RA. The Product should be returned to us within 30 calendar days of the issuance of the RA to qualify for a replacement or refund. All Products must be returned new and unused, including any accessories, manuals, documentation and registration that were shipped with the Product. If the accessories are not included, only a partial refund will be applied.
It is your responsibility to ensure that the Products are protected from damage in transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused.
You will be notified by email once your return has been received and processed.
Unidentified returns may be returned to the sender; therefore please ensure all details are clear and concise.
Returning a product if you change your mind - Online Orders Only
All our items or Products come with a thirty (30) day refund guarantee in addition to your statutory rights. If, for any reason whatsoever, you are not satisfied with any Product delivered to you, you may, within thirty (30) days of the Product being delivered, return the Product, it must be as new and unused, with all tags and stickers still attached and with your original tax invoice (as proof of purchase) to us for a full refund of the purchase price of the Product. This refund does not include the costs of return postage. You are responsible for return postage to our warehouse. We cannot accept returns in store for change of mind or Products purchased through the Site. We recommend that Products are returned to us via courier or registered post to ensure that they are protected and insured during transit. Returns that are damaged or soiled may not be accepted and may be sent back to you and/or a refund refused. Please note there will be a $25 return fee for change of mind returns for rugs.
For information on the most appropriate way to return items for change of mind you must first contact the Customer Service team via one of the following methods:
Toll Free: 1300 136 936
Email: firstname.lastname@example.org or use the contact form
This change of mind guarantee does not apply to Products that we repair or replace under these T&C's.
Your entitlements to a refund, exchange, repair or credit are governed by the Australian Consumer Law and this change of mind guarantee is in addition to those rights.
At Global Retail Brands we understand that your pets sometimes have different ideas about taste and nutrition to you. Look at us, we don’t all eat the same food so why should we expect our furry friends to be any different. Therefore, if your dog or cat won’t eat their new food rest easy that Global Retail Brands is there to help you with our palatability guarantee. Under the palatability guarantee we offer a full refund of the food product purchase price on the conditions set out below. Simply get in touch with our friendly customer service team on 1300 136 936 and we will happily help you organise a return.
Under our palatability guarantee we will accept a return on your bag of food so long as:
- The unused food is returned in its original packaging;
- The food bag contains at least 50% of the original contents;
- The food bag is returned with proof of purchase;
- The food bag is returned at the customer’s cost; and
- The food bag is returned within 60 days of purchase.
This offer is valid for participating brands only, as listed below (current as of today’s date but subject to change at any time without prior notice).
Hills Science Diet, Royal Canin, Iams, Advance, Nutro, Taste of the Wild, Canidae, Holistic Select, Fish4Cats, Vets All Natural, Black Hawk, Ivory Coat, Fish4Dogs
Organising the Return of Products
To return any item for any reason you must arrange the return either:
- by return postage through Australia Post, or
- deliver to your nearest House store (except in the case of a change of mind)
Australia Post: Products must be returned whenever we agree to provide you with a refund or replace the Product or ask you to return the Product to us for inspection. Customer Service will email you a PDF voucher containing an RA which you must affix to the Product. You must then take the Product to any Australia Post Office for return.
Returning to a House store: please contact Customer Service team to arrange a return to a store, provided that the return is not for a change of mind.
Toll Free: 1300 136 936
Email: email@example.com or use the contact form
Please retain your receipt as proof of purchase, as it must be presented when returning the goods.
Click & Collect Orders
When you place a Click & Collect Order through the Site (“Order”), it does not mean that we will automatically accept your Order or that your Order will automatically be available for collection at your chosen store.
We will only consider an Order accepted once we have sent you an Order confirmation via email. This will normally occur soon after you have placed your Order. Once you have received your Order confirmation you will need to wait until you are contacted directly by a representative from your nominated store to confirm that your order is ready for collection.
You will have up to seven (7) days from the time you are contacted by the store to collect your Order. After this time, although your nominated store will make every effort to contact you, if you have not arranged an extension of time by contacting the store, then your Order may be cancelled. If we have to cancel your Order then we will refund the amount you paid back to you using the same payment method.
Although we will avoid doing so without good reason, we reserve the right in our absolute discretion to cancel or reject any Click & Collect Order. If we do need to cancel all or part of an Order, then we will try to provide you with reasonable notice of that cancellation. This will include either our Customer Service team or your nominated store contacting you directly to explain why we have had to cancel your Order.
Once you have received your Order confirmation by email, if you wish to cancel or amend your Order or part of your Order then you will need to make contact with your chosen store using the information found on the Order confirmation email. If you wish to cancel or amend your Order and you have not yet received your Order confirmation email then you can contact our Customer Service team directly.
The person named on the Order confirmation email should collect the Order. When you arrive at the store to collect your Products you will need to provide a printed or digital copy of the Order confirmation email. You will also be required to show a form of photo identification (such as a current driver’s license, passport or proof of age card) that has the same name and address that is printed on the Order confirmation email. If for any reason, the person named on the Order confirmation email cannot collect the Order in person then the person collecting the Order on their behalf must still present a copy of the Order confirmation email and their own photo identification. The store will then need to contact the person named on the Order confirmation email to confirm the person attending the store is authorised to collect the Order on their behalf. The person collecting the Order will be required to produce their signature as evidence that they have collected the Order. We reserve the right in our absolute discretion to refuse collection of your Order where we cannot verify your identity or where the requirements set out above are not satisfied.
Once we have dispatched your Order for delivery, in other words, once you have received the Order confirmation email the return of any Products will be in accordance with our Online Returns Policy, available within the "House Online Terms and Conditions".
Click & Collect Orders are not available for the purchase of Gift Cards, or for the purchase of online exclusive products, or for certain promotional offers from time to time at our sole discretion
Your Data - Use and Protection
Gift Card Sales
All sales of Gift Cards on this Site are made through the online store. Transactions are processed by the following business day.
Delivery Methods For Gift Cards:
We deliver using Australia Post.
There are two delivery methods available:
Express Post: delivered within 1-3 business days to all Capital cities at a cost of $4.40 (inc. GST) per order. Please refer to Australia Post for delivery times to your postcode.
Regular Australia Post: delivered within 2 - 7 working days (depending on location). There are no costs for regular mail.
House Gift Cards are not eligible for refund or exchange.
Gift Card Terms & Conditions are available here.
Credit Card Fraud
While we employ Secure Sockets Layer (SSL) technology software for its transactions with our customers, we will not be responsible for any damages, consequential losses (whether direct or indirect) suffered by a customer whose credit card is fraudulently used or is used in an unauthorised manner.
Fraud Protection or Prevention Procedures
To help ensure we remain a safe and secure place for customers to transact we may ask you to confirm your identity by confirming information that you’ve provided us is correct.
Our process is to contact you either by phone or email with a request to confirm certain information. This may occur when you open your House account or when you make an online purchase. In addition, from time to time we may need to ask you for some extra information so that we can adequately identify who you are. This information will only ever be collected for the purposes of confirming your identity. Our process is entirely voluntary, however if you do choose not to confirm or provide the information we ask for then we may unfortunately not be able to continue to process your order.
If we need to confirm your identity, we’ll attempt to contact you soon after you have placed your order. If we can’t confirm your identity within 7 days we will cancel your order and process a refund within 24 hours of our last attempt to contact you.
You may not assign any rights and obligations under these T&C’s whether in whole or in part without the prior written consent of us. Any unauthorised assignment shall be deemed null and void. We reserve the right to change the T&C’s at any time. The T&C’s applicable to you are those on our Site at the time you order a Product. No employee or agent has the authority to vary any of the T&C’s governing any sale.
To the extent permitted by law, we are not liable for any delay in performing any of its obligations under these T&C’s if such delay is caused by circumstances beyond the reasonable control of us, and we shall be entitled to a reasonable extension of time for the performance of such obligations.
Intellectual Property Rights
Your use of the Site and its contents including any graphics, photographs, music, video, or text on this Site, grants no rights to you in relation to any copyright, designs, trademarks, and any other intellectual property and material rights relating to it including our software and all HTML and other code contained in this Site. All such IP, including third party trademarks, designs and related intellectual property rights mentioned or displayed on this Site are protected by national intellectual property and other laws and international treaty provisions. You are permitted to use the IP only as expressly authorised by us and/or our third party licensors. Any reproduction or redistribution of the IP is prohibited and may result in civil and criminal penalties. Without limiting the foregoing, copying and use of the above listed materials to any other server, location or support for publication, reproduction or distribution is expressly prohibited. However, you are permitted to make one copy for the purposes of viewing the IP for your own personal use. This Site is for your personal, non-commercial use only. You may not use this Site for any commercial purpose, including any advertising or advertising revenue generation activity on your own Site.
Your use of website
You agree that you will be personally responsible for your use of this Site and for all of your communication and activity on and pursuant to this Site. If we determine that you are or have been engaged in prohibited activities, were not respectful of other users, or otherwise violated the T&C's, we may deny you access to this Site on a temporary or permanent basis.
Third Party Websites
We may include links on this Site to other websites or resources operated by parties other than us. We have not reviewed all of the websites or resources linked to its Site and are not responsible and have no liability whatsoever (directly or indirectly) for the content or accuracy of any of these website pages or resources nor for the availability of such external websites or resources, the privacy practices or the content of such websites, including any advertising, products or other materials or services on or available from such websites or resources, nor for any damage, loss or offence caused or alleged to be caused by, or in connection with, the use of or reliance on any such content, goods or services available on such external websites or resources.
Compensation and Liability
You agree to compensate us fully on demand for any liabilities, claims, expenses, damages and losses, including legal fees, arising from any breach of the T&C's by you, or arising from the use by any other persons accessing this Site using your internet account caused by your action or inaction. You also agree that we will not be liable for any loss or damages whatsoever which result from any use or access of, or any inability to use or access, the Site or any part of it, or from your decision to purchase Products from us, except to the extent of our negligence or breach of these T&C's.
You acknowledge that if you breach the T&C's and we take no action against you, we do not waive our right to take action should you commit the same breach again or any other breach of the T&C's. Our actions in not pursuing our rights in respect of any breach will not be construed as varying the T&C's in any way.
You acknowledge and agree that the T&C's together with all our policies and procedures will be governed by and construed in accordance with the law of Victoria, Australia, and the relevant courts of Australia will have exclusive jurisdiction.
Reading down & severability, inconsistency
If any portion of these T&C's is or becomes contrary to any Australian law, that portion will be read down to the extent necessary for the portion to retain valid operation or if it cannot be read down, will be severed from the T&C's and the rest of the T&C's will not be affected by the severance. If any portion of these T&C's is inconsistent with any other policies or terms constituting these T&C's, then these T&C's will prevail to the extent of the inconsistency.
House In Store Terms and Conditions
If a Product you purchased from a House store is damaged, faulty, unsafe, or not of acceptable quality, or if it does not match the description or sample, or is not fit for the purpose specified then we will happily provide an exchange, refund or an in-store credit in the form of a House Gift Card at your election.
You will need to bring along your proof of purchase and we will need to inspect the product to determine the nature of the problem. Our returns policy recognises your statutory rights under law, for further information please read the terms of our full policy below.
If you simply change your mind and return the item within 14 days, we will happily exchange the product. Depending on the value of the product, we may offer you an in-store credit in the form of a House Gift Card.
Of course, you will need to return the goods in a saleable condition and you will need to bring along your proof of purchase too.
Returns Policy (In-store)
Change of Mind Policy
We will not provide refunds on goods purchased at a House store if you simply change your mind. However, we will provide an exchange or in-store credit in the form of a House Gift Card on the following terms:
- Goods must be presented within 14 days of the purchase date with a House register receipt as proof of purchase
- Goods must be unused, in the original packaging with all tags and stickers still attached, in the merchandisable condition you purchased them in.
- If the value of the item you are returning is less than $25, we will exchange the item for item(s) currently in store to the same value.
- If the value of the item is more than $25 then we will either exchange the item for item(s) currently in store to the same value or offer you an in-store credit. In-store credits will be in the form of a House Gift Card.
- The credit value will be the price paid at the time of the original purchase as shown on the register receipt.
Please note that:
- If you cannot produce a House register receipt as proof of purchase, we cannot accept a return.
- Please present your House register receipt (or a copy or photo of it). We may also accept your credit card or bank statement (provided it clearly identifies the value of the product), or your signed lay-by agreement or warranty card showing the date and amount of purchase.
- We will not offer an exchange or in-store credit for sale or clearance items.
- We will offer an exchange or in-store credit for lay-by items provided you meet the conditions specified above, in these circumstances the “purchase date” is the date that you paid the final instalment and collected the lay-by items.
- Products purchased online cannot be returned in store.
Our decision to provide an exchange or in-store credit in accordance with the conditions set out above will be determined in its absolute discretion.
This Change of Mind Policy is in addition to your statutory rights under the Australian Consumer Law.
You are entitled to the benefit of statutory consumer guarantees in respect of products purchased from House stores.
If you believe a product purchased from a House store:
- is damaged, faulty, unsafe or is not of acceptable quality;
- is not fit for the specified purpose;
- or does not match the description given to the product;
You may return it to any House store within a reasonable period after purchase. Please refer to “Returns Locations” below for more information.
Proof of purchase
It is important for us to establish that claims made about such goods are genuine and that you originally purchased the goods from a House store.
Please present your House register receipt (or a copy or photo of it). We may also accept your credit card or bank statement (provided it clearly identifies the value of the product), or your signed lay-by agreement or warranty card showing the date and amount of purchase.
We reserve the right to reject your claim if you cannot reasonably demonstrate that you purchased the product from a House store.
Assessment of failure and entitlements
Once proof of purchase is established, we will assess the condition of the product in store to determine the nature of the problem. In certain circumstances, it may be necessary for us to send the product away for assessment within a reasonable period.
If the product is assessed as having:
- a major failure: you may choose to return the product and:
- receive a refund or an in-store credit (by way of a gift card); or
- receive an identical replacement (or one of similar value if reasonably available to us);
- a minor failure: we may provide a repair within a reasonable time. If we cannot repair the product within a reasonable time, then you can choose a
replacement, refund or in-store credit (by way of gift card).
If you request a refund, the amount will be the price you paid at the time of the original purchase as shown on the register receipt. We will generally issue the refund using the original payment method.
If you request a replacement of the goods, your replacement goods become your property and the returned goods become our property. When a refund is given, the returned goods become our property.
Please note that we will not offer a refund, replacement, in-store credit or repair if:
- at the time of purchase, you were made aware of the damage or defect in the product; or
- you have damaged the product because of normal wear and tear or misuse.
Goods with manufacturer’s warranty
Many of our goods come with a guarantee or warranty from the manufacturer. If they do, they are in addition to consumer guarantees and cannot be excluded under the Australian Consumer Law.
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. Please refer to “Proof of Purchase” above and “Returns Locations” below for more details.
When returning goods in accordance with the House Returns Policy, you may choose to return them to any House store, or, in the case of goods that come with a manufacturer’s warranty or guarantee, to any House store or directly to the manufacturer. If you cannot return the goods to a House store, please contact our Customer Service Team on 1300 136 936 for details.
Goods purchased from the House website
Please refer to the Terms and Conditions as above for details about returning goods purchased online.
For further information, please visit our website house.com.au or contact our Customer Service Team on 1300 136 936. For more information about your rights as a consumer, see the Australian Consumer Law website at consumerlaw.gov.au