Returns & Refunds

The short version

If the chair is faulty, not as described, or doesn't do what we said it does, you're entitled to a remedy under Australian Consumer Law and we'll sort it out. If you simply changed your mind, we offer a 30-day return window on unused chairs — that one is our own policy, offered on top of your legal rights.

Your rights under 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.

Major failure

A failure is major when the chair is unsafe, is significantly different from its description, doesn't do what we said it does, or has a problem that can't be fixed easily or quickly. In that case you choose the remedy: a refund, or a replacement.

Minor failure

For problems that can be fixed within a reasonable time, we'll choose between repairing the chair, replacing it, or refunding you. If we take too long to repair it, you can then choose a refund or replacement.

Faulty or damaged items

Email us at maxirani2013@heatedcomfort.com.au with your order number, a description of the problem, and photos or a short video showing the fault. Photos genuinely speed this up — most heating faults are diagnosable from a clip.

If we need the chair returned to assess it, we pay the return postage and we'll send you a prepaid label. You never pay to return a faulty product.

Once we confirm the fault, refunds are processed within 5 business days and replacements dispatched within 5 business days.

Change of mind returns

We'll accept a change of mind return within 30 days of delivery if the chair is:

• unused and in resaleable condition
• returned in its original packaging with the carry bag and controller
• accompanied by proof of purchase (your order confirmation email is fine)

For change of mind returns, you pay the return postage and we recommend using a tracked service — we can only refund items we actually receive. Once the chair arrives and passes inspection, we refund the purchase price to your original payment method within 5 business days.

We don't charge a restocking fee.

Warranty

The chair carries a 12-month warranty from the date of delivery against manufacturing defects, including faults in the heating element, wiring, controller, frame and stitching.

This warranty is in addition to your rights under Australian Consumer Law — those rights may last longer than 12 months depending on what a reasonable person would expect from a product like this at this price.

What the warranty doesn't cover

• Normal wear, fading from sun exposure, and general cosmetic marks
• Damage from misuse, modification, or use outside the instructions
• Damage from a power bank or USB source that doesn't meet the stated specification
• Deliberate damage or neglect

How to start a return

• Email maxirani2013@heatedcomfort.com.au with your order number and reason
• We'll reply within 5 business days with return instructions and an address
• Send the chair back, or use the prepaid label if the return is for a fault
• We'll email you once it arrives and again when the refund or replacement is processed

Please don't send anything back before contacting us — unannounced returns are much harder to match to an order.

Refund method and timing

Refunds go back to the original payment method used at checkout. We can't refund to a different card or account.

After we process a refund, your bank or card issuer may take a further 5–10 business days to show it. That part is outside our control.

Contact us