REFUND 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 occur.

This policy explains:

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

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

2. Change of Mind Returns

❌ We do NOT accept returns for change of mind

Why?

1. Most furniture is made-to-order
2. Return shipping to China is very expensive
3. Environmental impact of unnecessary shipping

Before Purchasing, We Recommend:

1. Contacting us for:
2. Photos
3. Fabric swatches
4. Measurements
5. Reading product descriptions carefully

Exception (At Our Discretion)

We MAY accept returns if:

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

✔ In most cases, reselling locally is more practical.

3. Manufacturing Defects

If your product has a manufacturing defect, we will resolve it.

3.1 What is a Defect?

Examples of Defects:

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

Not Considered Defects:

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

3.2 How to Report

Contact within 7 days of delivery:

📧 comm@auzie.com.au

Include:

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

✔ Response within 5 business days

3.3 Our Solutions

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 furniture for minor issues

✔ Local solutions may be offered

4. Transit / Shipping Damage

Furniture travels internationally, so damage can occur.

4.1 Inspection (CRITICAL)

At delivery:

1. Inspect ALL packaging
2. Note ANY damage before signing
3. Take photos before unpacking

⚠ Failure to report may void claims

4.2 Report Damage

Within 48 hours, send:

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

4.3 Our Solution

1. Replacement product OR
2. Full refund

✔ We handle insurance claims

✔ Return rarely required

5. Incorrect Item Received

If you receive the wrong product:

1. Do NOT assemble
2. Contact within 7 days
3. Provide photos

Resolution:

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

✔ Option to keep item with discount (case-by-case)

6. Missing Parts or Hardware

If parts are missing:

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

Solution:

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

7. Returns Process (If Required)

7.1 Steps

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

7.2 Shipping Responsibility

7.3 Conditions for Refund

Items must be:

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

✔ Refund may be reduced if conditions not met

8. Refunds

8.1 Processing Time

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

8.2 Partial Refunds

Applicable for:

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

8.3 No Refunds For

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

9. 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

10. 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

11. Contact for Returns

AUZIE FURNITURE – Returns Department

📧 Email: comm@auzie.com.au

📌 Subject:

RETURN – [Order Number] – [Issue]

Include:

1. Order number
2. Product name
3. Photos/videos
4. Preferred solution

✔ Response within 3–5 business days

12. Good Faith

We are committed to fair solutions 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 outcome.

Thank you for choosing AUZIE FURNITURE.