Shipping & Returns

Quick Links

  1. Shipping
  2. Change of mind returns
  3. Damaged or faulty returns
  4. Warranty claim
  5. Freight Protection
  6. Christmas returns
  7. Changes to this Policy

The website https://www.zanui.com.au (the "Website") is owned and operated by Marlin Management Services 2 Pty Ltd (ABN 83 619 244 398) (t/as and referred as Zanui, "we", "our", "us" or the "Company").

Please note that this Shipping and Returns policy is in addition to, and is not intended to exclude, restrict or modify your rights under the consumer guarantee provisions of the Australian Consumer Law (which forms part of the Competition and Consumer Act 2010 (Cth)).

1. Shipping

Updated COVID-19 delivery procedures

Click here to learn about the new delivery procedures our carriers have implemented to keep you safe.

Delivery

All of our orders are delivered during business hours. If you order multiple items from our website, you may receive multiple deliveries shipped by multiple carriers since items may be sent from different warehouse locations. Carriers are unfortunately not able to specify an exact delivery time for small to medium items, but for large items carriers may be able to advise morning or afternoon for delivery. We are currently unable to cater to any additional delivery requests including, but not limited to: express shipping, selection of specific delivery date or time, weekend deliveries, reserving or holding stock in our or our partner’s warehouse, consolidation of multiple orders or consolidation of items in an order if they are dispatched from more than one location.

Upon arrival of your package, please note any damage to the box as well as any damage to the item itself. It is important that you notify us of any damage due to transit as soon as possible after receipt of the item (e.g. within 48 hours), as any damage to the item after delivery will not be covered and may complicate your claim for in-transit damage. We will deal with items damaged in transit in accordance with the "Damaged or faulty returns" section below. To the maximum extent permitted by law, we exclude all other liability in respect of items damaged in transit. If you feel that the damage to an item or a box is too severe please refuse the package. There is no need to refuse all delivered packages if most are in good condition.

Depending on the size of the items in your order, we utilise the following shipping and delivery methods:

Small items

Many lightweight items can be shipped via Australia Post. As soon as your item has left the warehouse you will be notified via email and be able to track your order online. Our standard shipping arrangement will require a signature upon delivery; however, you can select an option at checkout to leave the order at your door. If you are not at home at the time of delivery and you have not given an authority to leave the package, a notice with alternative arrangements will be left at your residence (usually your parcel will be stored at your local post office for pick up).

Medium sized items

For medium sized items such as chairs or flat packed furniture that cannot be shipped via Australia Post, we will send them through one of several freight carriers. Our standard agreement with our carriers does not include a call to arrange a suitable delivery time. However, once your items have left the warehouse, you will be able to track their journey online. Please note that delivery dates shown on the carriers’ websites are only estimates and we cannot take any liability for late deliveries.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Usually, our freight deliveries are sent straight to your doorstep and require a signature upon delivery to acknowledge that the items have been received in a reasonable order. However, if you anticipate that you might not be at home for your delivery, please select the option to leave the order at your door at checkout. Due to security and liability restriction of our carriers, the customer is responsible for bringing any of such merchandise into their home, so we recommend that you have someone available to help you carry the items into your home, unpack and install your furniture.

If, for any reason, our shipping partner is not able to successfully deliver your order they should leave a card with further delivery instructions. In these situations, we reserve the right to charge you for any additional costs incurred (e.g. shipping and storage) or to cancel the sale contract, in which case, we will fully refund you the net amount (i.e. the amount you paid minus shipping and storage costs).

Bulky and fragile furniture items

Large furniture items are mostly shipped using a two man delivery service. Once your order has left the warehouse you will be notified via email. Unfortunately, online tracking is not available for such deliveries. However, the carrier will typically contact you in order to arrange a delivery date that suits you best. Upon delivery, the drivers will carry your item into your room of choice if they deem it safe to do so.

Items will be sent to the shipping address you provide when placing your order. We cannot accept a PO box for these items as the shipping address because our shipping partners are unable to deliver to a PO box. We suggest you provide a street address for delivery if you are purchasing furniture items.

Please note that it may not be advisable to give an authority to leave for large items as we will not be liable for any loss and will not be able to provide the service to carry the items into your home and you may need to have someone available to help you.

In very exceptional cases where delivery may result in unusually high freight charges (including, but not limited to, remote delivery locations, inner city deliveries, island deliveries, etc.), we reserve the right to cancel an order. Please contact us first if you'd like to check if your location may be subject to unusually high freight charges.

Shipping charges

After selecting your preferred size/colour of the product that you wish to buy, you can calculate a shipping estimate by entering your postcode on the product page. The final postage cost for your order can be viewed during checkout and may change depending on additional items that you have added to your cart.

Free shipping is available only on selected products to selected areas. The following postcodes are excluded from all free shipping offers: 0800 - 0999, 2880 - 2889, 2898 - 2899, 4454 - 4499, 4694 - 4999, 5201 - 5749, 6215 - 6799, 7151 - 7154 and 9920 - 9998. Further postcode exclusions may apply depending on the selected product and in some cases may be limited to metro areas. To see if free shipping on a selected product to a postcode is available, please use the shipping estimator on the product page. Free shipping offers are for a limited time and are subject to change at any time.

The following postcodes are considered as metro areas. Sydney: 2000 - 2234, 2564 - 2566, 2745 - 2757, 2759 - 2770, 2890 - 2914. Melbourne: 3000 - 3095, 3101 - 3138, 3141 - 3156, 3161 - 3207. Canberra: 2600 - 2620. Brisbane: 4000 - 4179, 4205 - 4207, 4300 - 4305, 4500 - 4506, 4508 - 4511, 4520.

 

2. Change of mind returns

Should you change your mind about a purchase, you have the option of returning it within 30 days of having received it.

You may choose to be given a store credit or a refund. Refunds can only be processed back onto the card or into the account that the original payment was taken from.

A “Change of Mind” return is subject to a number of conditions, as outlined below:

Condition of the item

A “Change of Mind” return item must be in ‘as-new’ condition. This means that it must not be faulty, assembled, used, damaged, altered, washed or laundered, or in any way different from its original condition.

Condition of the packaging

The item must be packed securely, using the packaging originally supplied with the item. If the item is not returned to us in the original packaging and in original condition, we reserve the right to not accept the return and you will be responsible for the cost of receiving your returned goods back to you. This also includes not packing the item up sufficiently to avoid damage in transit back to us.

Ineligible items

Eligibility for change of mind return is outlined in Products Details and Specifications.

The following categories are not eligible for a “Change of Mind” return:

  • Mattresses, bedding, pillows and sofa covers;
  • Cushions and throws;
  • Home appliances;
  • All forms of clearance stock;
  • Personalised items;
  • Gift Cards;
  • Orders for commercial or non-domestic use;
  • Items that have been assembled, used, damaged, altered, washed or laundered;
  • “Made to order” products.

Processing your “Change of Mind” return

For all “Change of Mind” returns, please submit a return request to our Customer Care Team. A member of our Customer Care Team will assist you with booking your return.

We require photographs to be sent along with your return request, showing that the item and its packaging are both in an acceptable condition, before a “Change of Mind” return can be processed.

Once we receive the returned item from you and it is determined to be in an acceptable condition, we will provide you with either a refund or store credit (as chosen by you).

Deductions

The refund or store credit amount issued will not include any shipping costs you may have paid in the original order.

We will deduct any freight costs associated with the item’s return from the final refund or store credit amount issued to you.

In addition, a 5% restocking fee will be deducted from the final refund or store credit amount.

3. Damaged or faulty returns

In the unlikely event that your Zanui purchase arrives and is missing parts, is damaged, is faulty, is defective or is not of acceptable quality, please take photos or video clearly identifying the issue and contact our Customer Care Team within 30 days of receiving the item.

You may, depending on the circumstances, be entitled to one of the following remedies:

  • Have the product replaced (subject to availability)
  • Arrange a repair with an offer of compensation
  • Have missing parts or components sent to you
  • Receive a refund or store credit

If, after the preliminary assessment, the product is confirmed to be defective, damaged or covered by an applicable warranty or covered by the consumer guarantee provisions of the Australian Consumer Law, a member of our Customer Care Team will contact you to proceed with the return process. Zanui will arrange for the pickup and cover the costs of the return. Please ensure the product is well protected and packaged similar to the way you received the product. If the product has been assembled, it will need to be disassembled and packaged the same way it was delivered.

We will not provide a remedy if, in our reasonable opinion, the issue with the product has been caused by:

  • fair wear and tear;
  • misuse or failure to use in accordance with manufacturer's instructions;
  • improper assembly or modification;
  • improper maintenance or failure to properly care for the item;
  • your own improper handling or transportation of the goods.

Please also note that we will not process returns where the damage is to the external packaging or product packaging only.

In the case of a refund or store credit, the amount issued will be equal to the original amount paid for the item, including shipping costs. Please note that refunds can only be processed back onto the card or into the account that the original payment was taken from.

4. Incorrect item delivered

If you have received an incorrect item, please contact our Customer Care Team with photographs of the incorrect item within 14 days of receiving your delivery. We will offer to send you the correct items and arrange the collection of the incorrect item from you at our expense.

5. Cancellations

If you wish to cancel your order, it must be cancelled prior to the confirmation of the order, in which case we will provide you with a full refund. Cancellations after that time may be treated as a “Change of Mind” return. Made to order items cannot be cancelled.

6. Freight Protection

For your peace of mind, we may offer freight protection on orders placed on the Website subject to certain eligibility conditions. Our freight protection provides coverage in the unlikely event that your order is lost or damaged beyond repair during transit.

Freight Protection Eligibility

We consider an item ‘damaged in transit’ if it arrives in an unacceptable state due to mishandling or improper packaging while in the possession of the courier, prior to delivery at your specified location.

Subject to the following paragraph, we consider an item ‘lost in transit’ if it never arrives at your specified location due to misadventure or mishandling, or escape from broken or otherwise inadequate packaging, while in the possession of the courier.

It does not constitute a ‘loss in transit’ if, in our reasonable opinion, the delivery address provided at the time of purchase was incorrect, misspelt, or unclear in some way; the tracking information still appears as ‘in transit’ or as any status other than ‘delivered’; or if the item was accepted or left at the address provided in accordance with instructions given by you.

If ‘Authority to Leave’ is given, this is at the buyer’s risk – we do not consider items stolen after delivery as items lost in transit, thus they will not be covered.

Freight protection does not cover damage occurring during your own handling and transportation of goods from the location specified as the delivery address on your order to any other location.

Processing a Freight Protection Claim

In the unlikely event that you believe your order has been damaged beyond repair or lost in transit, you need to notify us as soon as possible by contacting our Customer Care Team. We will conduct an internal assessment of your case, which will take a minimum of five business days, to determine if your order has been damaged beyond repair or lost in transit. If your claim is successful, you will have your choice of a replacement at no additional cost to you, or a store credit or refund for the value of the item including the shipping costs associated with that item.

We reserve the right to refuse a claim for a refund or replacement if the item is not, by our definition, faulty, damaged in transit, or lost in transit, or if the item has been correctly delivered as per the customer’s instructions.

We reserve the right to change the eligibility requirements or discontinue the offer of freight protection at any time.

7. Christmas returns

All orders placed between the 1st November and the 25th December in a calendar year can be returned up until the 31st January of the following calendar year.

8. Changes to this Policy

We reserve the right to update this Shipping and Returns Policy from time to time by publishing the revised terms on our Website. The amended Shipping and Returns Policy will take effect from the date which is 7 days after we publish it on our Website, except in relation to orders of products prior to the effective date, in which case the previous version of the Shipping and Returns Policy will apply to those products.