Refund policy
RETURNS & REFUND POLICY
This policy is issued by Oka Retail Group Pty Ltd (ABN 15 673 822 298) trading as OFA Store ("we", "us", "our").
For all return, refund, or warranty enquiries, please contact:
Email: info@vibesofas.com.au
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1. Change of Mind
We do not provide refunds for change of mind.
At our sole discretion, we may offer a store credit where:
- The request is made within 7 days of delivery
- The item is unused, unassembled, and in original packaging
- The item is in resalable condition
- Proof of purchase is provided
Conditions:
- Customer is responsible for all return delivery costs
- A restocking fee of up to 25% may apply
- Original delivery fees are non-refundable
- Returns must be approved in writing prior to return
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2. Faulty, Damaged or Incorrect Items
Nothing in this policy excludes your rights under Australian Consumer Law.
If your item is:
- Faulty
- Damaged
- Not as described
You may be entitled to a repair, replacement, or refund.
Conditions:
- You must notify us within 24 hours of delivery for damage or incorrect items
- Faults must be reported within a reasonable timeframe after discovery
- Claims must include clear photographic evidence
- We reserve the right to inspect the item before providing a remedy
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3. Inspection on Delivery
Customers must inspect goods at the time of delivery.
By accepting delivery, you confirm:
- The goods were received in good condition
- The goods match your order
Failure to report visible issues within 24 hours will be considered acceptance of the goods in satisfactory condition.
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4. Non-Returnable Items
The following items cannot be returned for change of mind:
- Custom-made or special-order products
- Clearance or final sale items
- Items that have been used, assembled, or damaged after delivery
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5. Furniture-Specific Conditions
The following are not considered faults:
- Softening of cushions or foam over time
- Fabric creasing, pilling, or slight colour variation
- Minor size variations (±3–5cm)
- Comfort preference (firmness/softness)
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6. Return Process
- All returns must be approved in writing via email before being sent
- Unauthorised returns will not be accepted
- Returned items must be securely packaged to avoid damage in transit
- We reserve the right to refuse returns that arrive damaged
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7. Refunds & Store Credit
- Approved refunds will be processed to the original payment method where required by law
- In all other cases, store credit may be issued at our discretion
- Store credit:
- Is valid for 12 months
- Is non-transferable
- Cannot be redeemed for cash
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8. Pre-Orders & Cancellation
- Deposits are non-refundable for change of mind
- Pre-orders cannot be cancelled once confirmed
- Where cancellation is approved, a fee of up to 50% of the order value may apply
- Any remaining balance will be issued as store credit only
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9. Shipping Costs
- Original delivery fees are non-refundable
- Return shipping costs are the responsibility of the customer unless required under Australian Consumer Law
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10. Contact
All enquiries must be submitted in writing to:
info@vibesofas.com.au
