Return and Refund Policy

Welcome to Kaguya.com.au, a trusted destination for quality office furniture. Kaguya provides office furniture and workspace solutions designed to support modern workplaces. We aim to create comfortable and practical work environments through well-designed products and attentive service. Whether you are setting up a workspace for daily work, meetings, training, or collaborative areas, our furniture solutions are designed to help you build an efficient and comfortable environment.

Overview

Our policy does not affect any rights you have under the Australian Consumer Law (ACL). For any goods with a major failure, we will provide a refund or replacement (subject to stock availability), or you may decide to keep the goods and receive compensation for any drop in value. If the failure is minor, we will provide a repair service within a reasonable timeframe (or at our discretion, replace the product or part, or refund any drop in value).

90-Day Policy: This service applies in cases of product defects or shipping errors. At the same time, this policy complies with the Australian Consumer Protection Law—returns or exchanges due to seller error are completely free of charge.

If you encounter any issues while using any of our products, please contact our customer support team.

Returns Due to Quality Issues

If the responsibility lies with us, we will provide a refund, exchange, or replacement parts in the following circumstances:

The product has serious quality problems or defects.
Shipping error or missing items (e.g., the item does not match the order).

Please note: If your item arrives damaged, please contact us within 7 days of receiving the item. While all our products offer a 90-day return period, please inspect the items immediately upon receipt and report any transport-related damage within 7 days. This helps us file insurance claims with carriers promptly. We will provide solutions based on the extent of the damage. For severely damaged or unusable items, we will provide a full refund, replacement, or repair. For minor damage, such as scratches or dents that do not affect the product's function, we may offer a partial refund but will not provide a full refund. Please note that minor damage that does not affect the normal use of the product does not qualify for a full refund.

Non-Returnable or Non-Refundable Items

Generally, in accordance with the Australian Consumer Law (ACL), we may not accept requests for repair, replacement, or refund in the following cases:

Change of mind or personal preference.
Damage caused by customer use.
Damage caused by improper storage conditions.
Modified or altered products.
Assembled or installed furniture.
Customized or personalized products, unless provided for by the Australian Consumer Law (ACL).
Clearance items, unless otherwise provided by the Australian Consumer Law (ACL).
Promotional items, unless provided for by the Australian Consumer Law (ACL).

Inspection and Return Period

We offer a 90-day return period, but you must inspect the product immediately upon receipt. If there are any issues, please contact our customer service team within 7 days of receipt and provide relevant evidence. Our customer service team will contact you promptly after receiving your reported issue (and discuss feasible solutions where applicable).

If we agree to a refund or replacement (partial or full) to resolve any product issues, you must return the product or the unboxed purchase voucher and original packaging (if possible) to us within a reasonable timeframe. In some cases, we may require the product to be returned to your nearest warehouse for assessment before we can provide an appropriate solution. If we determine the product breaches consumer guarantees, we will cover the shipping costs. In any case, even if we have agreed to a replacement or refund, the decision to return the product or part remains at our discretion. In such cases, we are not responsible for compensating the product or part, nor will we bear any costs related to compensation.

Rejection and Packaging Overview Guide

Your packaging is undamaged but products are missing: If the outer packaging is intact but the product itself is damaged, please do not reject the package. Please sign for the package, take photos of the packaging, and contact our customer service team for assistance.

Please note that damage to the outer packaging does not necessarily mean the product itself is damaged. We encourage customers to inspect products immediately upon receipt. If any damage or quality issues are found, we will assess the situation and provide an appropriate solution according to applicable policies and laws. If you reject the goods without prior contact with our customer service team, you may be responsible for return shipping costs, which may affect your eligibility for a refund or exchange.

Policy Refunds and Additional Fees

If you have damaged items, we will assess the severity of the damage received to determine eligibility for compensation and the compensation amount.

For minor damage, such as scratches or small dents, we will negotiate a refund of 2%-10% of the order amount.

If the damage is severe, we will negotiate with you whether to keep the item. If you choose to keep it, we will provide compensation of 20%-30% of the order amount.

Where applicable, we can also provide replacement products or parts free of charge.

Order Cancellation Policy

If you cancel your order before production begins, you will receive a refund minus a 5% processing and administrative fee. This fee reflects the reasonable business costs associated with processing, administration, and payments as allowed under the Australian Consumer Law. This is not a tax, but reasonable compensation for actual expenses incurred.

If the order is cancelled after production has started, 25% of the order amount will be charged for material allocation and production costs.

If the order has already been shipped, 50% of the order amount must be paid as production, handling, and logistics fees.

If the product has been imported to Australia, the fee will increase to 80% of the order amount due to full supply chain costs already incurred.

Initiating the Return Process

Please contact our customer service team via sales@kaguya.com.au to start the return process.
Please inform us of your return request, including your order details and the reason for the return.
Our customer support team will guide you through the return process and provide the address.
Arrange for furniture collection.
Receipt of your returned furniture.
Once we confirm the refund request, the funds will be returned to your payment account.

Please note: The refund process usually takes 7 working days after consultation with customer service. Please do not initiate a chargeback, as this may prolong the refund process. If you initiate a chargeback, please note that credit card companies may take 2-3 months to resolve the issue.

Your Acceptance of This Policy

By making any purchase on this website, you indicate that you have read, understood, and agreed to this policy.

We reserve the right to modify this policy and will update any changes in the relevant sections of the website.

Contact Information and Company Details

Legal Entity Name: KAGUYASU PTY LTD
Phone: +61 483 981 974
Email: sales@kaguya.com.au
Business Hours: Monday to Friday, 9:30 AM to 6:00 PM (Australian Eastern Standard Time)