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

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

We want you to feel confident when buying on Zanui.com.au, our eBay online store or other affiliate websites (each, a "Website"). Subject to meeting the return eligibility requirements below, should you change your mind about a purchase you have made with us but it is not damaged, faulty or otherwise covered by a warranty or the consumer guarantee provisions of the Australian Consumer Law (in which case see sections 3 and 4 below), you have the option of returning the item within 30 days of having received it and can opt for a store credit or a refund of the amount you paid for the order less the original cost of shipping the items to you. In the case of items which are not small items, you will also be responsible for the cost of returning the item to us, as set out below. Refunds can only be processed back onto the card where payment was originally taken from.

Return eligibility

We require the returned product(s) to be unused and in the original packaging and that you provide proof of purchase. If items are not returned to us in the original packaging and/or in original condition, we reserve the right to not accept the return, or to deduct an additional handling fee of up to 25% of the product price from your refund or store credit. This also includes not packing the item up sufficiently to avoid damage in transit back to us. Please use the packing material the item was sent with.

The following items are not eligible for a change of mind return:

  • mattresses, bed linen and pillows (for health and hygiene reasons);
  • items that have been assembled, used, damaged, altered, washed or laundered;
  • made-to-order items;
  • gift vouchers;
  • commercial orders; and
  • items that were marked as in clearance on the date of purchase. Items in clearance present a *LAST CALL* badge.

How processing your return

You can return small items using ParcelPoint Easy Returns or the post office and charges may apply. You may arrange a pick up for your return or drop it off at your local store. Choose among hundreds of stores such as pharmacies, convenience stores and newsagents – open weekends and after hours for your convenience.

Please check the size and weight restrictions before returning your item. The current ParcelPoint limits are 10kg and 120 cubic cm (the sum of adding together the length, width and height of the package). If you are unsure, use the size limit of airline carry-on luggage as a guide. For returns via the post office please check the Australia Post Size & Weight Guidelines.

Click here to book your return and create your shipping label. Make sure you include a copy of your order confirmation in the parcel(s).

Please note: you will need to complete the online process for each parcel you are returning. For tracking purposes, ParcelPoint and the post office cannot accept multiple parcels with the same label.

For any other items including large items, please submit a return request to our Customer Care Team to assist with organising your return. Please note that online return bookings are not available for large items and returning large items may incur a postage fee or shipping cost for which you will be responsible, which we may deduct from the refund we provide to you.

Refund

Once we receive the returned items, we will provide you with either a refund or store credit (as chosen by you) for the amount you paid for the order less the original cost of shipping the items to you, irrespective of any free shipping or shipping promotions at the time of purchase, and any other deductions we are entitled to make under this Shipping and Returns Policy. You will be responsible for the cost of returning the item to us, which in the case of large items we may deduct from the refund amount.

Cancellations

If you wish to cancel your order, the order must be cancelled prior to the item being dispatched to you, in which case we will provide you with a full refund. Cancellations after that time will be treated as a change of mind return. Made to order items cannot be cancelled.

3. Damaged or faulty returns

Our products come with guarantees and other statutory conditions and warranties that cannot be excluded, restricted or modified under the Australian Consumer Law. Under the Australian Consumer Law, you are entitled to a replacement or a refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the products repaired or replaced if the products fail to be of acceptable quality and the failure does not amount to a major failure.

In the unlikely event that your item arrives damaged or faulty or otherwise fails to meet a consumer guarantee under the Australian Consumer Law:

  • We will refund, give store credit or replace the product as the case may be in the circumstances and to the extent required under the Australian Consumer Law, including where the product you receive:
    • does not match the description on the website except for slight variations in colour due to the screen settings of your computer or mobile device;
    • is substantially unfit for its intended or disclosed purpose;
    • is not of acceptable quality (as defined in the Australian Consumer Law);
    • is unsafe; or
    • if the alleged issue with the product is such that a reasonable consumer aware of the issue would not have acquired the product.
  • In order to obtain these remedies, you must:
    • notify us within a reasonable time from supply of the goods. In this context, a 'reasonable time' is from the time of supply until a time that it would be reasonable to expect the relevant failure to become apparent, considering the nature of goods. In most cases, this will be 7 to 14 days, but in some circumstances may be longer. Please contact us our Customer Care Team via the Help Centew; and
    • except if and to the extent the Australian Consumer Law requires otherwise, return the original product to us (in which case, we will cover the reasonable costs of doing so - see below).

Please notify us as soon as possible by submitting a damage / faulty return request to our Customer Care Team to assist with organising your return. Please note that we will not process returns where the damage is to the external packaging or product packaging only.

You may be required to provide us with further information or send us images of the damage for further assessment prior to returning the item to us. We recommend that you speak to one of our specialists and provide us with all requested images and information prior to returning the item, as you will be responsible for shipping costs to and from us if the product is found not to be damaged or defective or otherwise covered by an applicable warranty or the consumer guarantee provisions of the Australian Consumer Law. If after the preliminary assessment our specialists assess and approve the return, our Customer Care Team will contact you to proceed with the return process.

If the product is confirmed to be defective or damaged or otherwise covered by an applicable warranty or the consumer guarantee provisions of the Australian Consumer Law, we will give you the option to arrange a repair, replacement for part/whole of the item, or provide you with a store credit or a refund. Any refund is made back to the payment option you chose with your original order. You are entitled to recover reasonable postage or transportation costs if the product is confirmed to have a defect. Please keep the receipts of any shipping costs you incur. We will arrange the pickup of special freight items. Replacement products are subject to the same warranties and consumer guarantees as the original product.

If the product is found not to have a defect or is out of warranty or not otherwise covered by the consumer guarantee provisions of the Australian Consumer Law, you may be required to pay the transport or inspection costs. An estimate of these costs will be provided to you before the product is collected. To the maximum extent permitted by law, our liability with respect to defective or damaged products is limited to the remedy set out in this section.

We aim to process refunds and replacements within 30 days of receipt by us of the original product.

We will not provide a remedy if, in our reasonable opinion, the issue with the product has been caused by: fair wear and tear; improper assembly; improper modification; failure to maintain or care for the product; your own handling or transportation of the goods; misuse; failure to use in accordance with manufacturer's instructions; using it in an abnormal way; or failure to take reasonable care

4. Warranty Claim

In addition to your rights under the consumer guarantee provisions of the Australian Consumer Law, our products may also be subject to additional voluntary warranties offered by the manufacturer or supplier.

Please contact our Customer Care Team via the Help Center to submit a warranty claim which is not covered by section 3 above (which deals with warranty claims under the Australian Consumer Law). You must retain your proof of purchase for any manufacturer warranty claims. You may also be required to send us images of the damage to aid in our assessments. We will then contact the supplier to finalise your warranty claim. Please do not attempt to return an item before speaking to one of our specialists (as you may be responsible for associated expenses where your product is found not to be in breach of warranty).

5. 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.

6. 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.

7. 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.