2ND LIFE – Rehoming & Delivery Policy
Version v4.0 Effective March 2026
1. Document Structure and Precedence
This Policy governs all rehoming, delivery and related services provided by 2ND LIFE through the Rehoming Hub.
This document must be read together with:
- Annex A – Household Items Price Guide
- Annex B – Household Setup Packages
- Annex C – Delivery Fee Schedule and Conditions
These Annexes form part of this Policy.
Where a formal Service Agreement exists between 2ND LIFE and an organisation, that agreement prevails over this Policy.
If any inconsistency arises:
Service Agreement prevails
This General Policy prevails
Annexes apply to operational and pricing details
2. Scope
This Policy applies to:
- Individuals and walk-in customers
- Community members
- Organisations and B2B clients
- Partner organisations participating in the 2ND LIFE Circular Partnership Program (CPP)
It governs the rehoming, delivery and optional assembly of second-hand household items.
Where services are provided under a formal partnership agreement, that agreement may define additional commercial terms, benefits or reporting obligations.
Separate policies apply to rubbish removal and waste management services.
3. Circular Model
2ND LIFE operates under a circular economy model designed to extend the useful life of household items.
Items collected through removals may be:
- reused
- refurbished
- donated
- rehomed
- recycled where reuse is not viable
This model aims to reduce landfill waste while providing affordable access to functional household goods.
4. Nature of Goods
All items supplied by 2ND LIFE are second-hand and sold as is.
Items are inspected for basic functionality prior to collection or dispatch.
Minor wear, cosmetic imperfections, age-related marks and variations in colour, brand or finish are expected and do not constitute defects.
By placing an order, the Client acknowledges acceptance of second-hand condition standards.
Due to the second-hand nature of rehomed goods, images, examples or descriptions may be illustrative only.
The exact brand, model, colour or finish of supplied items may vary from examples shown in marketing materials.
5. Rehoming Tiers
Rehoming items may be categorised under internal quality tiers such as Essential, Comfort and Select.
These tiers reflect the condition, functionality and presentation standards of the items.
Pricing and tier classifications are governed by Annex A – Household Items Price Guide.
Tiers reflect item condition and presentation standards only and do not reflect the value or status of the end user receiving the items.
6. Housing Packages
2ND LIFE offers bundled household setup packages designed to furnish homes quickly and affordably.
Packages typically include essential furniture and appliances suitable for immediate habitation.
Package contents and pricing are detailed in Annex B – Household Setup Packages.
If a specific item included within a Housing Package becomes unavailable at the time of allocation or preparation, 2ND LIFE may substitute it with a functionally comparable item.
7. Pricing and Payment
Item pricing is governed by:
See Annex A – Household Items Price Guide
See Annex B – Household Setup Packages
Delivery, assembly, access and storage charges are governed by:
See Annex C – Delivery Fee Schedule and Conditions
Prices are GST-inclusive for consumer transactions unless otherwise specified in a business-to-business quotation.
Where applicable, GST is charged in accordance with Australian law and itemised on tax invoices.
Full payment is required prior to dispatch unless otherwise agreed in writing.
Card payments may incur a surcharge in accordance with ACCC regulations. Bank transfers do not incur surcharge.
2ND LIFE reserves the right to withhold dispatch until cleared funds are received.
8. Stock Allocation and Substitution
Stock is allocated upon confirmed order and payment or approved billing arrangement.
Once allocated, items are removed from public availability.
If an allocated item becomes unavailable prior to dispatch due to unforeseen circumstances, 2ND LIFE may, acting reasonably:
- Provide a functional equivalent
- Offer store credit
- Issue a refund
Final determination will consider fairness and stock availability.
9. Inventory Availability
Rehoming inventory is generated through incoming removal activity and warehouse recovery processes.
Availability may fluctuate based on removal volumes, recovery rates and operational capacity.
2ND LIFE does not guarantee continuous availability of any specific item, configuration or quantity.
Clients visiting the warehouse may view available items, however stock availability may change rapidly due to ongoing removal intake and partner demand.
10. Delivery Options and Access Responsibilities
Clients may arrange delivery through 2ND LIFE or collect items directly from the warehouse where operationally permitted.
Delivery terms, access requirements, waiting fees and applicable charges are governed by Annex C – Delivery Fee Schedule and Conditions.
The Client is responsible for ensuring safe, suitable and unobstructed access to the delivery location, including doorways, hallways, lifts and stairs.
If delivery cannot be completed due to access limitations, absence of the Client or refusal of goods, the delivery may be treated as a completed delivery attempt and applicable charges under Annex C may apply.
11. Delivery Attendance and Arrival Window
The Client or an authorised representative is expected to be present at the property to receive and inspect delivered items.
Delivery appointments operate within a four-hour arrival window.
Any specific time indicated during booking is an estimate only and may vary depending on operational conditions.
Where the Client is not present at the property, delivery may only proceed if prior written authorisation for unattended drop-off has been provided.
If unattended delivery has not been authorised in advance, the delivery may be treated as a failed delivery attempt and applicable charges under Annex C may apply.
Where unattended delivery has been authorised, the Client accepts that the delivery team will determine safe placement of the items and that risk transfers upon placement.
12. Safe Drop-Off and Risk Transfer
Where the Client provides written authorisation for delivery in their absence:
- Items may be left at the nominated location
- Risk transfers to the Client upon placement
- 2ND LIFE is not responsible for loss, theft or weather-related damage after placement
All operational details are governed by Annex C.
13. Inspection and Acceptance
The Client or authorised representative must inspect items at the time of delivery.
Acceptance confirms that items were received in usable condition consistent with second-hand standards.
If delivery is refused for reasons unrelated to functionality or safety, it will be managed as a completed delivery attempt under Annex C.
Failure to inspect at the time of delivery may constitute acceptance of the goods as delivered, subject to rights under Australian Consumer Law.
14. Appliances Warranty
Electrical appliances and electronics include a 10-day functionality warranty from the date of delivery.
This warranty covers functional failure only and does not cover misuse, improper installation, electrical overload, cosmetic issues or general wear.
The warranty applies only to functional failure and does not extend to performance expectations beyond normal second-hand standards.
Faults must be reported within 10 days with supporting evidence.
Where a fault is confirmed, 2ND LIFE may offer one of the following remedies:
Option 1 – Replacement at the warehouse
The Client returns the faulty item and receives a replacement item of similar type.
Option 2 – Collection and redelivery
2ND LIFE collects the faulty item at no cost and delivers a replacement item. Delivery charges apply.
Option 3 – Credit voucher
The Client may return the faulty item to the warehouse and receive a credit voucher valid for 30 days.
Nothing in this clause excludes, restricts or modifies any rights the Client may have under the Australian Consumer Law.
15. Storage
Storage conditions and fees are governed by Annex C.
Free holding periods, daily storage rates and reallocation rights are detailed in Annex C.
Where items remain uncollected or delivery cannot be completed, storage charges apply.
If goods remain unclaimed beyond the period defined in Annex C, 2ND LIFE reserves the right to reallocate or resell the goods.
16. Cancellations and Rescheduling
Cancellation and rescheduling terms are governed by Annex C.
Applicable charges depend on the stage of order processing, including stock allocation and dispatch status.
Once a delivery has commenced, cancellation is treated as a delivery attempt under Annex C.
17. Partner Organisations and Rehoming Credit
Where services are provided under a Service Agreement, that agreement governs pricing, discounts and partnership benefits.
Operational delivery conditions remain subject to Annex C unless otherwise specified.
Certain partner organisations participating in the Circular Partnership Program may receive Rehoming Credit under separate partnership agreements.
Rehoming Credit may be applied toward future rehoming items, Housing Packages and delivery services provided by 2ND LIFE, subject to the applicable partnership agreement.
Rehoming Credit cannot be applied to removal services and cannot be exchanged for cash.
18. Liability
To the extent permitted by law, 2ND LIFE’s liability is limited to the amount paid for the relevant goods or services.
2ND LIFE is not responsible for:
- Damage arising from misuse or improper installation
- Access limitations at the delivery property
- Loss occurring after risk transfer
Nothing in this Policy excludes or restricts rights under Australian Consumer Law.
19. Privacy
Client information is collected solely for order processing, delivery coordination and service administration.
Information is stored securely and handled in accordance with Australian privacy obligations.
20. Dispute Resolution
Any concerns must be submitted in writing within 7 days of delivery, except for appliance warranty claims, which are governed by Clause 14.
2ND LIFE will review concerns in good faith and respond within a reasonable timeframe.
This Policy is governed by the laws of New South Wales, Australia.
21. Warehouse Payments
Purchases made directly at the warehouse may be paid by card or cash at the time of collection unless otherwise agreed.
22. Updates
2ND LIFE may update this Policy from time to time.
The latest version is available at:
www.2ndlife.com.au/policies
End of Document
2ND LIFE – Rehoming Policy v4.0
Effective March 2026
Refer to the below annexures for specific information regarding the price guide, setup packages and delivery fee schedule and conditions.
Annex A – Household Items Price GuideAnnex B – Household Setup PackagesAnnex C – Delivery Fee Schedule and Conditions