Return & Refund Policy

1. Definitions

Major Failure has the meaning given under the Australian Consumer Law.

Minor Failure means a failure that does not amount to a Major Failure.

Change of Mind Change of Mind means the customer no longer wishes to keep a product that has no fault or issue.

Restocking Fee Restocking Fee means an administrative and processing fee charged in relation to an approved Change of Mind return.

2. Our Commitment

At Trizenith, we take pride in supplying quality furniture and service. If there is a problem with your order, we will work with you to find a fair and reasonable solution. This policy operates alongside your rights under the Australian Consumer Law (ACL). Nothing in this policy excludes, restricts or modifies your statutory consumer guarantees.

3. Change of Mind Returns

As furniture is a large and freight-intensive category, we do not generally accept returns for Change of Mind. We may approve a return at our discretion where all of the following conditions are met:

Conditions required

14 Return request made within 14 days of delivery or collection

· Item is unused

· Item has not been assembled

· Item remains in original packaging, securely packaged for return transit

· Item is in resalable condition

· Proof of purchase is provided

Trizenith Return is approved by Trizenith before the product is sent back

If approved, the following may apply

20% A restocking fee of up to 20% of the item price

· Original delivery charges are non-refundable

· Return freight arranged and paid by the customer

· The restocking fee applies only to Change of Mind returns. No restocking fee applies where a return relates to a product quality issue under the ACL. Return requests that do not meet the above conditions may be declined.

4. Customised & Special Order Products

· The following cannot be returned for Change of Mind unless required by the ACL: custom-made furniture, custom colours, custom sizes, special factory orders, clearance items, and display models sold as-is.

Even so, custom-made and special order products remain protected under clause 10 (Australian Consumer Law) — if a product has a major failure, does not match its description, or is not fit for its normal purpose, customers remain entitled to a repair, replacement or refund under the ACL.

5. Natural Material Variations & Colour Disclaimer

Our products may be made from natural timber, leather, marble, sintered stone, fabric and similar natural or semi-natural materials. Variations in grain, veining, colour, pattern, markings and texture are natural characteristics of these materials and form part of each product's unique appearance; they are not considered manufacturing defects.

Product colours shown on our website, catalogues or digital devices may differ due to screen settings, photography and lighting conditions. Minor colour variations between product images and the actual product are not a valid reason for return or refund. Customers are encouraged to request physical samples or visit our showroom before purchasing where possible.

6. Measurements & Fit

Customers are responsible for confirming, prior to purchase, that products can pass through all doorways, stairwells and lifts, and will fit in the intended space. Trizenith is not responsible for failed deliveries or return requests arising from incorrect measurements or access limitations at the delivery address.

7. Inspection Before Assembly

Customers should inspect all products before assembly. Once a product has been assembled, it becomes difficult to determine whether any damage arose during manufacturing or during assembly. Please notify us promptly if any parts or hardware are missing.

Assembly Damage

Damage caused by incorrect assembly, misuse, unauthorised modification, or failure to follow assembly instructions is not covered by this policy and does not constitute a manufacturing defect.

8. Exclusions

This policy does not cover: normal wear and tear; accidental damage; misuse; commercial use of residential products; improper care or cleaning; damage caused by incorrect assembly or failure to follow assembly instructions; or natural material variations as described in clause 5.

9. Damaged, Incorrect or Faulty Items

Customers should inspect products upon delivery. If a product is damaged, missing parts, incorrect, has a manufacturing defect, or was damaged in transit, we recommend notifying us as soon as possible, ideally within 5 business days of delivery. This timeframe is a guideline only and does not limit or waive any rights you have under the ACL.

To help us assess your claim, we may request photographs, video, delivery documentation or order information, and may inspect the product before determining a resolution.

Remedies

Replacement parts

Repair

Replacement product

Refund

Where a product has a major failure, the customer may choose a refund or replacement. Where a failure is minor, we will decide whether to repair, replace or refund. In all cases, a customer's statutory rights under the ACL are not limited by this policy.

10. Spare Parts

Where available, we offer spare parts and related repair services for purchase after a product has been delivered to you. Our ability to supply spare parts is not guaranteed and will depend on the availability of the relevant parts and suitably qualified service technicians.

If you are interested in purchasing spare parts or repair services, please contact our customer service team for details.

11. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Consumers are entitled to: a replacement or refund for a major failure; compensation for other reasonably foreseeable loss or damage; and repair or replacement if goods fail to be of acceptable quality but the failure is not major. Nothing in this policy affects your statutory rights as a consumer under the Australian Consumer Law. More information is available at www.accc.gov.au.

12. Return Shipping

For approved Change of Mind returns, return freight is arranged and paid for by the customer, and the customer is responsible for arranging suitable transport for large furniture items. Return items must be securely packaged to prevent transit damage; Trizenith reserves the right to decline a return where damage results from inadequate packaging.

Where a return relates to a failure to meet a consumer guarantee under the Australian Consumer Law (for example, a quality issue, a mismatch with the product description, or an incorrect item being sent), responsibility for return freight, collection, and reasonable related costs will be determined in accordance with the ACL and the circumstances of the case, rather than automatically falling to the customer.

13. Delivery Refusal & Unclaimed Goods

ACL Australian Consumer Law and Fair Trading Act 2012 (Vic)

Where a customer refuses delivery without a valid reason (other than as provided under the ACL), additional freight and storage costs may apply. Where a customer fails to collect or accept delivery within the agreed timeframe, the relevant goods will be handled in accordance with the uncollected goods provisions of our Delivery Policy, which follow the statutory process under the Australian Consumer Law and Fair Trading Act 2012 (Vic).

14. Refund Processing

Change of Mind: the item price is refunded; original delivery charges are generally non-refundable, as set out in clause 3.

Where Trizenith is at fault (e.g. incorrect item sent, unable to supply) or a product has a major failure: the item price, related delivery charges, and other reasonably foreseeable loss will be addressed in accordance with the ACL and the circumstances.

Approved refunds will be returned to the original payment method. We will process refunds within 10 business days of approval; actual processing time depends on the payment platform.

Email: support@trizenith.com.au

Address: 3A Kelly Court, Springvale VIC 3171, Australia

15. Force Majeure

Trizenith will not, to the extent permitted by law, be liable for any delay or failure to perform due to events beyond our reasonable control, including but not limited to floods, bushfires, industrial action, port delays, or other unforeseeable circumstances. Where such an event occurs, we will make reasonable efforts to promptly notify affected customers, provide an indication of the expected delay, and, where the delay becomes unreasonable or we are ultimately unable to perform, work with the customer on alternatives, store credit (with the customer's agreement), or a refund where required by law.