Overview

This policy explains our approach to returns, exchanges, and deposits for orders placed through tezukuridejapon.com.au and in our showroom.

Showroom Purchases

This policy applies to purchases made both online and in our showroom.

Ready-Stock Purchases

All sales are final once your order has been dispatched. We do not offer refunds or exchanges for change of mind after that point, therefore, please review product details carefully before ordering. If you need to cancel before your order ships, contact us as soon as possible - see Cancelling Before Dispatch below.

Cancelling Before Dispatch

If you'd like to cancel a ready-stock order, contact us as soon as possible. We may be able to cancel and refund orders that haven't yet been dispatched. However, once an order has shipped, the terms above apply.

Made-to-Order Deposits

Made-to-order pieces require a deposit at the time of order, with the balance payable prior to dispatch. This deposit is non-refundable once your order is confirmed, as production begins shortly after.

Please ensure you are ready to proceed, and have confirmed any customisation details, before placing a made-to-order order.

Handcraft Variation

Each piece is crafted by hand. Slight variation in shape, texture, and colour is an inherent quality of handcrafted work and is not considered a defect.

Damaged or Defective Items

Every piece leaves us carefully packed. If your order arrives damaged or defective, please contact us within 48 hours of receiving it.

To help us resolve the matter promptly, please include your order number, a description of the issue, and clear photographs of the item and its packaging.

Please retain all original packaging until the matter has been resolved, as it may be required to support a claim. We assess each case individually and work with you to reach an appropriate resolution.

Wrong Item Shipped

If you receive an item different to what you ordered, let us know within 48 hours of delivery. We'll cover return shipping and send the correct piece as soon as possible.

Return Shipping for Damaged or Defective Claims

Where a damaged or defective item needs to be returned, we'll cover the cost of return shipping.

Refund Method

Where a refund is agreed as part of resolving a damaged or defective item, it will be returned to your original payment method.

Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes any rights you may have under the Australian Consumer Law, including your right to a repair, replacement, or refund in the case of a major failure.

Contact

For all shipping and returns enquiries, please reach us at enquiries@tezukuridejapon.com.au.