Refund policy

Last updated: 13 October 2026

At ShuoErgoLab, we want you to be satisfied with your purchase. This policy explains change-of-mind returns, faulty items and our warranty. Nothing in this policy limits your rights under the Australian Consumer Law.

Change-of-Mind Returns

If you change your mind, you may request a return within 7 days of delivery. To be eligible:

  • The item must be in its original condition, unused and free from damage.
  • All original packaging, accessories and parts must be included.
  • Proof of purchase is required.

We cannot accept change-of-mind returns for items damaged through misuse, abuse or improper assembly, or items showing wear or signs of use. These exclusions do not apply to faulty items.

How to Start a Return

Contact us before sending anything back:

Email: info@shuoergolab.com.au
WhatsApp: Chat with us on WhatsApp

Please include your order number, photos (if applicable) and a brief description of the reason for your return. Once your return is approved, we will send you return instructions. Approved returns are sent to:

ShuoErgoLab
84/323B Chisholm Road
Auburn NSW 2144
Australia

Please do not send items back without contacting us first.

Return Shipping

For change-of-mind returns, return shipping costs are the responsibility of the customer. If an item is faulty, damaged in transit or incorrectly supplied, we cover the reasonable cost of returning it.

Refunds

After the returned item has been received and inspected, approved refunds are processed to the original payment method. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Damaged in Transit

If your order arrives damaged, please contact us as soon as possible, ideally within 7 days of delivery, with photos of both the packaging and the product, so we can arrange a replacement, repair or refund and follow up with the courier.

Faulty Items and Your Rights under the Australian Consumer Law

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 you believe an item is faulty, contact us at any time with your order number and photos of the issue.

Warranty

In addition to your rights under the Australian Consumer Law, all chairs sold by ShuoErgoLab are covered by our warranty against defects in materials and workmanship under normal residential and office use, from the date of delivery:

  • Gas lift and five-star base: 10 years
  • All other parts (including frame, mechanism, mesh, foam, armrests, castors, headrest and lumbar support): 12 months

The benefits of this warranty are in addition to other rights and remedies you have under the law.

This warranty does not cover:

  • Normal wear and tear
  • Damage caused by misuse, abuse or improper assembly
  • Accidental damage
  • Unauthorised modifications or repairs

How to claim: contact ShuoErgoLab at 84/323B Chisholm Road, Auburn NSW 2144, phone 0411 916 716, message us on WhatsApp or email info@shuoergolab.com.au with your order number and photos of the issue. We will assess the claim and, where it is approved, provide a replacement part, repair or replacement product. For approved claims, we cover the reasonable cost of returning the item, as set out under Return Shipping.