Refund Policy

REFUND POLICY – AUZIE FURNITUREWebsite: www.auzie.com.auEffective Date: [Insert Date]1. Our CommitmentAt AUZIE FURNITURE, we want you to love your furniture. However, we understand that sometimes things go wrong. This Returns Policy explains your rights and our obligations under Australian Consumer Law and our own quality commitments.Because we manufacture in Foshan, China and import to Australia, our returns process differs from local retailers. Please read carefully.2. Change of Mind ReturnsWe do not accept returns for change of mind.Reasons for this policy:Most of our furniture is made to order in Foshan specifically for youReturn shipping from Australia to China is expensive (often exceeding the product value)Environmental impact of unnecessary shippingIf you are unsure about a product, we recommend:Contacting us before purchase for detailed photos, fabric swatches, or measurementsReading product descriptions and reviews carefullyException (at our sole discretion):We may accept a change of mind return subject to:30% restocking fee (of the product price)You arranging and paying for return shipping to our Foshan facility (quotes available on request)The product being unused, unassembled, and in original packagingGiven the cost, most customers choose to resell the item locally instead.3. Manufacturing DefectsIf your furniture has a manufacturing defect (not damage from shipping or normal wear), we will remedy it.3.1 What is a Manufacturing Defect?Examples of Defects Not DefectsBroken weld or joint Minor color variation from websiteFabric seam unraveling Natural wood grain variationsDrawer that won't close properly Slight odor from new materials (fades with airing)Peeling veneer within 6 months Scratching from improper assemblyFoam that permanently collapses Fading from direct sunlight3.2 How to Lodge a Defect ClaimYou must contact us within 7 days of delivery at comm@auzie.com.au with:Your order numberClear photos or a short video showing the defectA brief descriptionWe will respond within 5 business days.3.3 Our RemediesIf we confirm a manufacturing defect:Severity RemedyMinor defect (cosmetic, does not affect use) Partial refund (typically 10–30% of product price) OR replacement part shipped from FoshanMajor defect (structural, unsafe, or significantly impairs use) Full refund OR replacement product (shipped at our cost)You are not required to return large furniture to China for minor defects. We will provide a local solution (e.g., discount, replacement part, or local repair reimbursement up to a reasonable amount).4. Transit / Shipping DamageBecause your furniture travels from Foshan, China to your Australian address, transit damage can occur despite our best packaging.4.1 Immediate Inspection – CRITICALUpon delivery, you MUST:Inspect all boxes before signing the delivery receiptNote ANY visible damage (even minor) on the proof of deliveryTake photos of the damaged packaging and product before unpackingIf you sign for delivery without noting damage, your claim may be rejected by our freight insurer.4.2 Reporting Transit DamageContact us within 48 hours of delivery at comm@auzie.com.au with:Photos of the damaged packaging (all sides)Photos of the damaged productYour order number4.3 Our Remedy for Transit DamageWe will file a claim with our freight insurer. Once approved, we will offer:Replacement product (shipped from Foshan at no cost to you)Full refund (if replacement is not possible)We will not require you to return the damaged item unless the insurer requests it (rare). If required, we will arrange and pay for collection.5. Incorrect Item ReceivedIf you receive a product that is different from what you ordered (wrong color, wrong model, wrong size):Do not assemble or use the itemContact us within 7 days with photos of the incorrect item and packagingWe will investigate with our Foshan factoryRemedy:We will ship the correct item at our expenseWe will arrange return of the incorrect item (we pay shipping)If you wish to keep the incorrect item, we offer a discount (negotiated case by case)6. Missing Parts or HardwareIf your furniture arrives with missing screws, bolts, tools, or assembly parts:Contact us within 14 days of deliveryProvide your order number and a list/photos of missing partsWe will arrange replacement parts to be shipped from FoshanEstimated delivery for parts: 15–30 business days via air mail.For urgent needs, we may reimburse you for locally purchased hardware (with receipt).7. Returns Process (If Required)For the rare cases where return to China is necessary (e.g., major defect on a high-value item, or change of mind approved at our discretion):7.1 StepsObtain written return authorization from us – do not ship anything without approvalRepack the item securely in original packaging (or equivalent)We will provide a return shipping label or address to our Foshan warehouseYou (or we, depending on situation) arrange courier pickupOnce received and inspected in Foshan, we process refund/replacement within 10 business days7.2 Return Shipping CostsReason for Return Who Pays ShippingManufacturing defect (confirmed) AUZIE FURNITURETransit damage (confirmed) AUZIE FURNITURE (via insurer)Incorrect item sent AUZIE FURNITUREChange of mind (approved exception) You (customer)7.3 Condition for RefundTo receive a refund, returned items must be:In original condition (unassembled, unused, unmodified)In original packaging (or equivalent protective packaging)Free from damage caused by youRefunds may be reduced for missing parts, damage caused by you, or excessive wear.8. Refunds8.1 How Refunds Are IssuedRefunds are issued to the original payment method:Credit/debit card: 5–10 business days (depending on your bank)PayPal: 3–5 business daysAfterpay/Zip: 5–10 business days8.2 Partial RefundsWe may issue partial refunds for:Minor defects (as described in Section 3.3)Missing parts that do not affect core functionalityItems returned with minor damage caused by customer8.3 No Refunds ForChange of mind (except approved exceptions with restocking fee)Damage caused by improper assembly, misuse, or accidentsNormal wear and tearAssembly labor costs (you are responsible for self-assembly)9. Warranty Claims (Beyond 7 Days)For issues arising after 7 days but within the warranty period (see Terms & Conditions Section 8.5 for warranty durations):Contact us with photos and descriptionWe will assess remotely (photos/videos usually sufficient)Remedy may include: replacement part, repair reimbursement, or partial refundWarranty does not cover return shipping to China. We will provide local solutions wherever possible.10. Australian Consumer Law (ACL) – Your RightsNothing in this Returns Policy limits your rights under the Australian Consumer Law.The ACL provides that:Major failure: You may choose a refund or replacement, plus compensation for any other reasonably foreseeable loss.Minor failure: We may choose to offer a repair or replacement within a reasonable time.Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for 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.For any uncertainty about your rights, contact us or visit: www.accc.gov.au11. Contact for ReturnsAUZIE FURNITURE – Returns DepartmentEmail: comm@auzie.com.auSubject line format: RETURN – [Order Number] – [Issue: Defect/Damage/Wrong Item]Please include:Order numberProduct nameClear photos/videosYour preferred solution (refund, replacement, partial refund)We aim to respond to all return inquiries within 3–5 business days.12. Good FaithWe are a small business that genuinely cares about our customers. If something goes wrong, we will work with you to find a fair solution. We ask that you also act in good faith, give us the opportunity to fix problems, and understand the realities of international furniture manufacturing and shipping.Thank you for choosing AUZIE FURNITURE.