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 Product Issue Support Period

We provide a 90-day product issue support period for products that arrive damaged, defective, incorrect, incomplete, missing parts, or otherwise not as described.

This is not a change-of-mind return policy. We do not accept returns, exchanges or refunds where a customer has simply changed their mind.

Where a product issue, seller error or shipping error is confirmed, KAGUYASU PTY LTD will provide an appropriate remedy in accordance with the Australian Consumer Law. This may include repair, replacement parts, replacement, refund, or another suitable solution depending on the circumstances.

For confirmed seller errors, product defects or shipping errors, return or collection costs will be handled in accordance with the Australian Consumer Law.

Nothing in this 90-day product issue support period limits, excludes or replaces any rights or remedies available under the Australian Consumer Law.

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

Returns Due to Quality Issues

If a product is faulty, damaged in transit, incorrect, incomplete, missing parts, not as described, or otherwise fails to meet a consumer guarantee under the Australian Consumer Law, please contact us as soon as reasonably practicable.

Depending on the nature and severity of the issue, we may provide a repair, replacement parts, replacement product, refund, partial refund, or another appropriate remedy in accordance with the Australian Consumer Law.

Please note: 

If your item arrives damaged, please inspect it as soon as reasonably practicable and contact us promptly with your order number, photographs and a description of the issue.

Prompt notification may help us assess the issue and, where applicable, work with the relevant carrier more efficiently. However, we will not refuse to assess a product issue or provide a remedy required under the Australian Consumer Law solely because the issue was not reported within a specified number of days.

We will provide solutions based on the extent of the damage. For severely damaged or unusable items, we will offer a full refund, replacement, or repair. For minor cosmetic damage that does not affect the normal use or safety of the product, we will assess the issue and provide an appropriate remedy in accordance with the Australian Consumer Law. This may include repair, replacement parts, a replacement product, or a partial refund where the customer agrees to keep the item.

Nothing in this policy limits your rights under the Australian Consumer Law.

No Change-of-Mind Returns

We do not accept returns, exchanges or refunds for change-of-mind requests.

A change-of-mind request includes, but is not limited to, situations where:

• you no longer want the item;
• you selected an incorrect product, size, colour, configuration or quantity;
• the item does not suit your personal preference, space, décor or intended use;
• you found the same or a similar item at a lower price elsewhere; or
• you no longer have a use for the item.

This no change-of-mind return policy applies only where the product has been supplied as ordered, is not defective, is not damaged, is not incomplete, and is not otherwise affected by a shipping error or a failure to meet a consumer guarantee.

This policy does not apply where a product:

• has a fault or defect;
• is damaged in transit;
• is incorrect, incomplete or missing parts;
• is not of acceptable quality;
• is not fit for a purpose disclosed to us;
• does not match its description, images or specifications; or
• otherwise fails to comply with the Australian Consumer Law.

Nothing in this section excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law. Where a product has a major failure, you may be entitled to choose a refund or replacement. Where a product has a minor failure, we will provide an appropriate remedy within a reasonable timeframe in accordance with the Australian Consumer Law.

Product Issue Reporting and Assessment

We encourage customers to inspect their products as soon as reasonably practicable after delivery.

If you identify any damage, defect, missing component, incorrect item, incomplete delivery, or other product issue, please contact us at sales@kaguya.com.au and provide your order number, a description of the issue, and relevant photographs or videos where available.

For faster assistance, we encourage customers to contact us within 90 days of delivery. This 90-day period is an administrative product support timeframe only and does not limit any rights or remedies that may be available under the Australian Consumer Law.

Where an assessment is required, we may ask for additional information, photographs, videos, or reasonable access to inspect the product. For large, heavy or difficult-to-transport furniture, we may arrange collection, inspection, repair, replacement parts, replacement, or another appropriate solution where required.

If a product is confirmed to have a problem covered by the Australian Consumer Law, return, collection and reasonable transport costs will be handled in accordance with the Australian Consumer Law. If an assessment confirms that there is no product fault or issue covered by the Australian Consumer Law, we will explain the available options before any non-refundable collection, inspection or transport costs are incurred.

Delivery Receipt, Packaging and Damage Checks

Customers are encouraged to inspect the outer packaging and products as soon as reasonably practicable after delivery.

If the outer packaging appears damaged, or if you believe that items may be missing, damaged or incorrect, please take clear photographs of the packaging, labels and affected products where possible, and contact our customer service team at sales@kaguya.com.au.

Customers may contact us before accepting, refusing or arranging any return of a delivery if they require assistance. We will assess the circumstances and advise the appropriate next steps.

Nothing in this guidance limits, excludes or modifies any rights or remedies available under the Australian Consumer Law.

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.

If an item arrives damaged or has a confirmed product issue, we will assess the product and provide an appropriate remedy based on the nature and severity of the issue.

For minor issues, we may provide replacement parts, or another suitable solution within a reasonable timeframe. If you choose to keep the item, we may agree with you on a reasonable partial refund or compensation.

For major failures under the Australian Consumer Law, you may choose a refund or replacement. If you prefer to keep the product, you may be entitled to compensation for any reduction in value caused by the problem.

Order Cancellation Policy

Standard Products

For standard, non-custom products, customers may request to cancel an order at any time before the order has been dispatched.

A cancellation request is not confirmed until we have reviewed the order status and provided written confirmation. Once an order has been dispatched, it cannot be cancelled for change-of-mind reasons.

Custom-Made and Made-to-Order Products

For custom-made or made-to-order products, customers should contact us as soon as possible if they wish to request cancellation.

Cancellation may be available before production has commenced. Once production, material preparation, manufacturing arrangements or dispatch has commenced, change-of-mind cancellation may not be available because costs and commitments may already have been incurred.

Nothing in this cancellation policy limits or excludes any rights available under the Australian Consumer Law. If a product has a major fault, is not of acceptable quality, does not match its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy under the Australian Consumer Law.

Initiating the Return Process

Before sending or arranging the return of any item, please contact our customer support team at sales@kaguya.com.au.

Please provide your order number, contact details, a description of the issue, and relevant photographs or videos where available. We will review the request and advise you of the appropriate next steps, including any return reference, packaging requirements, collection arrangements or inspection process.

Approved returns are managed through our Australian logistics network. For large or heavy furniture, collection or alternative arrangements may be organised where appropriate.

Approved Returns Warehouse — By Appointment Only:
99A Olympia Street, Tottenham VIC 3012, Australia

Do not send products to the warehouse without prior confirmation from our customer support team, as return arrangements may vary depending on the product, issue and collection requirements.

Refund Timing

Once a refund has been approved, and where applicable the required return, collection or assessment process has been completed, we will process the refund to the original payment method within 7 business days.

Your bank, card provider or payment provider may require additional processing time before the refund appears in your account.

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
• ABN: 41 677 024 270
• Phone: +61 483 981 974
• Warehouse Address: 99A Olympia Street, Tottenham VIC 3012, Australia
• Registered Office Only: UNIT 113, 349-357 BULWARA ROAD, ULTIMO NSW 2007
  
• Email: sales@kaguya.com.au
• Business Hours: Monday to Friday, 9:30am – 6:00pm (AEST)