Welcome to our Return, Exchange, and Refund Policy page! At ANZHAP, we strive to ensure your satisfaction with our products. Below are the details of our policies designed to help you with returns, exchanges, and refunds.
This policy is designed in accordance with your rights under the Australian Consumer Law (ACL). It outlines our commitment to customer satisfaction, while also clarifying the process for handling issues with products purchased from our store.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product you purchase from us experiences a major failure, you are entitled to choose a refund, a replacement (subject to availability), or retain the item and receive compensation for the reduction in its value.
For minor faults, we will arrange a repair within a reasonable timeframe. Alternatively, at our discretion, we may provide a replacement or offer compensation for the drop in value.
If you encounter any issue with your purchase, please contact our customer support team promptly.
Please note that product colours may appear differently on screen compared to the actual item. If you’d like to confirm colours before purchasing, feel free to get in touch with us.
If your order arrives damaged, incorrect, or with missing parts, please notify us as soon as possible. Once informed, we’ll check stock availability and work with you to resolve the issue promptly. For missing components, we’ll arrange shipment of the parts as quickly as we can.
We offer a 30-day return window, but it’s important to inspect your items immediately upon delivery. Any issues or concerns must be reported to our customer support team within 7 days, along with relevant evidence (such as photos). Unless required under the ACL, we are generally unable to process claims made after this 7-day window.
Once a claim is lodged, our team will review and get back to you as soon as possible to discuss any available remedies.
If a return or refund is agreed (in full or in part), the product or relevant part must be returned within a reasonable time, together with proof of purchase and, where possible, the original packaging.
In some cases, we may request the item to be returned to one of our warehouses for assessment before a solution is offered. If the product is found to breach a consumer guarantee, we will cover return shipping costs. In certain situations, we may waive the return requirement, in which case disposal of the item will be your responsibility.
Unless otherwise required by law, we do not generally accept returns, refunds, or exchanges in the following cases:
1. Change of mind or personal preference after delivery
2. Damage resulting from improper use or mishandling
3. Items kept in unsuitable environments
4. Products that have been modified or altered
5. Furniture that has already been assembled or installed
When applicable, refunds will be issued via your original payment method. For credit card purchases, please allow 7–10 business days for the refund to be processed. Please avoid lodging any dispute or withdrawal request with your payment provider after a refund has been approved, as it may delay or interrupt the process.
Before production: Full refund, minus any surcharge incurred by credit card payment.
During production: 25% of the total order amount will be charged.
After shipment: 50% of the total order amount will be charged.
After arrival in Australia: 80% of the total order amount will be charged.
By placing an order on our website, you confirm that you have read, understood, and agreed to this policy.
We reserve the right to update or modify this policy at any time. Any changes will be posted on the relevant section of our website.
