CANCELLATION POLICY – AUZIE FURNITURE

Website: www.auzie.com.au

Effective Date:  1/4/2026

Last Updated: 4/5/2026

1. Our Commitment

At AUZIE FURNITURE, we want you to love your furniture. However, we understand that issues can arise.

This policy explains:

1. Your rights under Australian Consumer Law (ACL)
2. Our obligations as a manufacturer and importer

⚠ Because we manufacture in Foshan, China and ship to Australia, our cancellation and returns process differs from local retailers.

2. Order Cancellation Policy

2.1 Cancellation by You

1. Orders can be cancelled within 2 hours of placing the order
2. ✔ No fee applies
3. After 2 hours:
4. Order enters production or processing
5. Cancellation may incur:
6. 30% production/restocking fee

2.2 How to Cancel

📧 Email: comm@auzie.com.au

📌 Subject: CANCEL ORDER – [Order Number]

Include:

1. Order number
2. Reason for cancellation

2.3 Cancellation by Us

We may cancel orders due to:

1. Out-of-stock items
2. Pricing errors
3. Suspected fraud
4. Invalid shipping details

✔ Full refund issued within 5–10 business days

3. Change of Mind Returns

❌ We do NOT accept returns for change of mind

Reasons:

1. Furniture is made-to-order
2. Return shipping to China is very expensive
3. Environmental impact

Exception (At Our Discretion)

Returns MAY be accepted if:

1. 30% restocking fee applies
2. You cover return shipping to Foshan
3. Item is:
4. Unused
5. Unassembled
6. In original packaging

✔ In most cases, reselling locally is more practical.

4. Manufacturing Defects

We will resolve any verified manufacturing defects.

4.1 What is a Defect?

Defects include:

1. Broken joints or welds
2. Fabric seam issues
3. Drawer malfunction
4. Peeling veneer
5. Collapsed foam

Not defects:

1. Minor color variation
2. Natural wood grain differences
3. Odor from new materials
4. Improper assembly damage
5. Sunlight fading

4.2 How to Report

Within 7 days of delivery, email:

📧 comm@auzie.com.au

Include:

1. Order number
2. Photos/videos
3. Description

✔ Response within 5 business days

4.3 Resolution

1. Minor defect:Partial refund (10–30%) OR
2. Replacement part
3. Major defect:Full refund OR
4. Replacement product

✔ No need to return large items for minor issues

✔ Local repair or compensation may be offered

5. Transit / Shipping Damage

5.1 Inspection (CRITICAL)

Upon delivery:

1. Inspect all boxes
2. Note damage before signing
3. Take photos before unpacking

⚠ Failure to report may void claims

5.2 Report Damage

Within 48 hours, provide:

1. Photos of packaging
2. Photos of product
3. Order number

5.3 Resolution

1. Replacement product OR
2. Full refund

✔ Insurance handled by us

✔ Returns rarely required

6. Incorrect Item Received

If wrong product is delivered:

1. Do NOT assemble
2. Contact within 7 days

Resolution:

1. Correct item shipped at our cost
2. Return arranged (we pay)

✔ Option to keep item with discount

7. Missing Parts or Hardware

If parts are missing:

1. Report within 14 days
2. Provide photos/list

Solution:

1. Replacement parts (15–30 days)
2. OR reimbursement for local purchase

8. Returns Process (If Required)

8.1 Steps

1. Get return authorization
2. Repack securely
3. Ship to Foshan warehouse
4. Inspection
5. Refund/replacement within 10 days

8.2 Shipping Costs

8.3 Conditions

Items must be:

1. Unused
2. Unassembled
3. In original packaging
4. Undamaged

✔ Refund may be reduced if conditions not met

9. Refunds

9.1 Processing Time

1. Cards: 5–10 days
2. PayPal: 3–5 days
3. Afterpay/Zip: 5–10 days

9.2 Partial Refunds

Applicable for:

1. Minor defects
2. Missing parts
3. Customer-caused damage

9.3 No Refunds For

1. Change of mind (unless approved)
2. Misuse or improper assembly
3. Normal wear & tear
4. Assembly labor

10. Warranty Claims (After 7 Days)

For warranty issues:

1. Contact with photos
2. Remote assessment

Possible Solutions:

1. Replacement parts
2. Repair reimbursement
3. Partial refund

✔ No return to China required in most cases

11. Australian Consumer Law (ACL)

Your rights include:

1. Major failure:Refund or replacement
2. Compensation
3. Minor failure:Repair or replacement

✔ Rights cannot be excluded

🔗 www.accc.gov.au

12. Contact for Returns & Cancellations

AUZIE FURNITURE – Support Team

📧 Email: comm@auzie.com.au

📌 Subject formats:

1. CANCEL ORDER – [Order Number]
2. RETURN – [Order Number] – [Issue]

Include:

1. Order number
2. Product name
3. Photos/videos (if applicable)
4. Preferred resolution

✔ Response within 3–5 business days

13. Good Faith

We are committed to fair outcomes and customer satisfaction.

We ask customers to:

1. Act reasonably
2. Provide accurate information
3. Allow us to resolve issues

✔ We will always aim for a fair solution.

Thank you for choosing AUZIE FURNITURE.