Return, Exchange, And Refund Policy

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.

Important Product Information

All Products on This Website are Customized Items. Our products are considered customized for the following reasons:

• Each item is sourced according to customer's specific size and style selections
• All orders go through specialized warehouse and delivery processes
• Every order is processed specifically based on customer choices

• Due to the nature of computer or mobile device displays, product images may appear different from actual colors. (Please contact us before purchase if you would like more information about colors, etc.)
• While we take all possible measures to ensure our product quality, in case the product is damaged or soiled upon delivery, or if you receive a product different from what you ordered, we will check stock availability and discuss solutions with you as soon as we receive your report.
• Additionally, in cases of missing parts, we will arrange for immediate parts shipment.
• Due to the nature of the products, please contact us within 3 days of product delivery if the product is defective or damaged. Minor scratches, dents, or peeling that do not affect usage may not be eligible for exchange or return.

Return Period

We offer a 60-day return window. However, any quality issues must be reported within 3 days of receiving the goods. Returns reported after the 3-day inspection period will not be processed.

Return Policy

1. Quality Issues And Inspection

• Please inspect items upon receipt
• Report any damage or errors within 3 days
• Shipping damage must be reported within 24 hours with photos

2. Acceptable Returns

We only accept returns for: (reported within 24 hours)

• Significant quality issues or defects
• Wrong items shipped
• Severe shipping damage affecting normal use 

3. Non-Returnable Cases

A. Personal Preference Issues:

• Dislike of style, color, or material
• Color variations within normal range
• Size or space issues after measurement
• Change of mind or decorating plans

B. Used Products:

• Items with noticeable scratches, stains, or wear
• Assembled or installed items
• Items with opened, damaged, or lost packaging

C. Customized Products:

• Items specially made to customer specifications
• Items with personalized features or dimensions
• Items that cannot be resold due to customization

D. Customer-Damaged Products:

• Items damaged through misuse or negligence
• Modified or altered items
• Items exposed to harmful conditions

Steps for Initiating a Return

1. Contact our customer service team at support.au@anzhap.com to start the return process.

2. Inform us of your return request, including your order details and reason for return.

3. Our customer support team will review your return request and notify you of the decision.

4. If the return is approved, our team will determine whether the furniture needs to be returned. If our evaluation determines that the product does not need to be returned, Anzhap has no obligation to collect or remove the product.

5. If applicable, refunds will be issued through your original method of payment.

Please note that for credit card payment refunds, it may take up to one billing cycle for your account to be credited. During the return process, please do not request a chargeback from your credit card company due to the time it takes to resolve chargeback disputes.

Once you initiate a chargeback, the bank immediately takes the disputed amount from us, and the process will take longer than a regular refund. Therefore, if you have any concerns, please contact our customer service team, and we will actively cooperate to resolve your issue.

Return Address

Do not return to the original shipping address. Instead, contact us at support.au@anzhap.com for the return address.

Refund Policy

• Refunds will be partial and determined based on the situation. The exact amount to be refunded will be assessed case-by-case.
• Refunds can only be processed once both parties have agreed on the terms.
• If you cancel the order after the product arrives in Australia without prior notice, we will not be able to accommodate any reason for the cancellation.
• If you fail to notify us in advance and then cancel the order after the product arrives in Australia, you will be required to bear 80% of the total order amount.

Order Placement and Product Customization

If a customer requests a refund after placing an order but before product customization, we are unable to give you a full refund because we have to charge you 5% as a credit card processing fee.

Product Manufacturing and Internal Warehousing (Pre-Shipment)

For custom-made furniture that is already in production, if cancelled, a 25% deduction will be applied from the total payment amount due to the materials used and labor costs incurred.

Products Shipped Overseas, Arrived, or Pending Arrival at Australian Warehouse (Pre-Delivery)

If a product is already shipped overseas, arrived, or pending arrival at our Australian warehouse but not yet delivered to the customer, 50% of the total payment amount will be deducted.

Products in Australian Warehouse and Shipped

If a product has arrived at our Australian warehouse and has been sent to the customer, a deduction of 80% will be made from the total payment amount.

Any purchase on Anzhap indicates that you have read, understood and agreed with our Cancellation & Return Policy stated above. Anzhap reserves the right to make changes and/or improvements to this policy. Any changes will be updated in the relevant section of the forum or help centre.