Terms and conditions
Last updated 10 Oct 2026.
1. About these terms
Pick Me Home (NP BROS PTY LTD, ABN 56 660 069 465) runs pickmehome.com.au. "We" and "us" mean Pick Me Home. "You" means anyone who uses the site or buys from us. By creating an account or placing an order, you agree to these terms.
We work with supplier partners through a fulfilment partner. When you order, the supplier packs your goods and ships them directly to you.
How we handle your personal information is explained in our Privacy policy.
2. Your account
Be 18 or over, or use the site with a parent or guardian. Give us accurate details and keep your password safe. You're responsible for activity on your account. We can suspend an account that's misused.
3. Orders and prices
All prices are in Australian dollars and include GST. Any delivery charge is shown at checkout. When you place an order, you're making an offer. After you pay, we email you to say we've received it. That email isn't acceptance. We accept your order when our supplier confirms it and we email you your tracking details.
We or the supplier can decline or cancel an order, for example if an item is out of stock, can't be delivered to your postcode, or a price or product detail is wrong. If that happens, we'll refund you in full within 10 business days.
Once you place an order, it's final. We can't change or cancel it, or change the delivery address, unless the law or these terms allow it. If you spot a mistake, contact us straight away. We'll see if the order can be cancelled and placed again, but extra charges may apply. This doesn't affect your rights under the Australian Consumer Law.
Promo codes are one per order and can't be combined unless we say so. The welcome code applies to your first order only.
4. Payment
We accept PayPal, Visa and Mastercard. Payments are handled by our payment providers. We never see or store your full card number. Refunds go back to the payment method you used. We can't refund to a different card or account.
5. Delivery
We deliver Australia-wide to street addresses, with some exceptions for remote postcodes (see below). We can't deliver to PO Boxes or arrange pick-up. Please check your address carefully before you pay.
Our supplier partners ship from their own warehouses with couriers such as Australia Post, Aramex, Allied Express and CouriersPlease. The supplier chooses the courier based on the size and weight of your parcel. One order can arrive in more than one parcel, from different suppliers and couriers.
Dispatch usually takes 1–2 business days after payment. Some items take longer, and the product page shows the dispatch time for each one. We email tracking details once your order ships.
Delivery times are estimates and we can't guarantee a delivery date. The clock starts when your order is dispatched, not when you place it. Natural disasters and other events outside our control can cause delays. If your parcel is late, tell us within 7 business days of dispatch so we can raise it with our supplier in time. We'll chase the courier, which can take up to 2 business days. If it's still not sorted, we'll offer a fix in line with the Australian Consumer Law.
Some couriers need a signature. Others may leave your parcel in a safe place. If you miss a delivery, the courier will leave a card or take the parcel to a depot, collection point or Post Office. Follow the instructions on the card or in the courier's message.
Some remote postcodes can't be delivered to for some products. If that applies to your order, we'll cancel it, refund you automatically and email you.
If a parcel comes back because the address was wrong or incomplete, nobody collected it, or you refused it, we'll contact you about re-delivery. We may charge you the return-to-sender and re-delivery costs.
Ownership and risk pass to you when the order is delivered.
6. Faulty, damaged or missing items, and warranty
Our goods come with guarantees under the Australian Consumer Law that can't be excluded. You're entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure isn't a major one.
On top of those rights, we give a 12-month warranty on products that turn out to be faulty or damaged. If a product page shows a different warranty period, that period applies to that product. The warranty doesn't cover accessories or bonus gifts, or faults and damage caused by normal wear and tear, wrong assembly or changes to the product, abnormal use or abuse, poor maintenance or care (for example of fabric, leather or timber), or damage to the outer packaging only. Nothing in this warranty limits your rights under the Australian Consumer Law. Some products also have a manufacturer's warranty. It's in addition to your rights, and you can contact us first for help with a claim.
To make a claim, email info@pickmehome.com.au as soon as you notice the problem. Include your order number, what's faulty, damaged or missing and how many, and clear photos or a short video showing the fault or damage and the product in its original packaging. For missing parts, include the instruction manual with the missing part marked. Tell us if you'd like a refund, a replacement or the missing part. Thumbnail-sized photos are too small for us to assess.
Keep the item and its packaging until we've finished your claim, as we may ask to inspect it. We may not be able to offer a refund or replacement if you dispose of the item first, subject always to your rights under the Australian Consumer Law. Don't send anything back unless we ask you to. If we need it back, we'll give you a return label. If you post an item without a label from us and your claim isn't valid, we can't refund your postage. If you send back the wrong product, we aren't responsible for it and don't have to return it to you.
We assess every claim case by case. Depending on the problem, we may send missing parts, suggest a way to fix it yourself, replace the product (if it's available), offer a different product, or give you a credit voucher or a full or partial refund. Spare parts can take up to 2 business days to dispatch once we've confirmed your claim and the part is available. For a major failure, you can choose a refund or a replacement. Refunds go back to your original payment method.
7. Change of mind returns
If you change your mind, you can ask to return an item within 14 days of delivery. Email info@pickmehome.com.au with your order number, the reason for the return, and photos of the item in its original packaging. Please wait for us to confirm before you send anything back.
Change of mind returns don't apply to items that have been opened, health and safety products, or bulk purchases. Some products have their own return rules, which are shown on the product page.
You arrange and pay for return postage. If we give you a return label, its cost comes off your refund. Once the supplier receives the item, we refund the item price and delivery fee, less a restocking fee of 10% of the item price and delivery fee. Refunds go back to your original payment method.
This section doesn't affect your rights for faulty, damaged or missing items (see section 6) or under the Australian Consumer Law.
8. Product information and safety
We take care with descriptions and images, but product details come from manufacturers and suppliers. Colours, sizes and finishes can vary slightly, and we can't promise every detail is complete. Follow the instructions and safety information that come with each product. Assisted living products are not medical advice. Check with a health professional if you're unsure what suits you. If a product is recalled, we'll contact you with what to do next.
9. Content on the site
The site, logo, text and images belong to us, our suppliers or our licensors. Use them for personal, non-commercial purposes only. If you post a review or message, you give us a free right to use it on the site and in our marketing. Don't post anything unlawful, misleading or offensive.
10. Marketing emails
We only send marketing if you've said yes. Every email has an unsubscribe link, and you can also change your choice in your account.
11. Our responsibility
Nothing in these terms limits your rights under the Australian Consumer Law. Beyond that, and as far as the law allows, we're not liable for indirect or consequential loss. Where a limit is allowed, our liability is limited to resupplying the goods or refunding what you paid.
12. Changes and governing law
We may update these terms. The version on the site when you place an order applies to that order. These terms are governed by the laws of New South Wales, Australia, and you agree to the courts of New South Wales.
13. Contact us
See also our Privacy policy.