Refund policy

1. ACL Compliance Statement

At Relaxio (“we”, “us”), your rights under the Australian Consumer Law are fundamental and non-negotiable. This policy outlines your entitlements under the ACL’s consumer guarantees—including repair, replacement, or refund for faulty goods or services. We do not and cannot restrict or override these rights

2. When You’re Entitled to a Remedy

Under ACL, you may ask for:

Refund, replacement, or repair if goods or services:

  • Are unsafe, faulty, don’t match description, or are unfit for purpose;
  • Have a major failure — you choose refund or replacement;
  • Have a minor failure — we will offer repair within a reasonable time, or replacement/refund if repair isn’t feasible

3. What Counts as a Major vs Minor Problem

  • A major failure includes items that are unsafe, significantly different from advertised, don’t work, or can’t be repaired in a reasonable time .
  • Minor defects are those that can be fixed quickly and easily.

4. Change-of-Mind Returns

We don’t have to offer refunds/exchanges purely due to change of mind, price changes, or wrong sizing—but we may choose to do so at our discretion. If we offer a “change-of-mind” return:

  • Items must be returned within 15 Days of purchase;
  • Items must be unused, in original packaging, with receipt;
  • Shipping costs are non-refundable for change-of-mind returns. You will be responsible for paying for your own shipping costs for returning your item.

5. How to Make a Claim

To lodge a claim:

  1. Contact us via email/phone/in-store within a reasonable time.
  2. Provide proof of purchase (receipt/invoice).
  3. Return the item to:
    Auzzie Mart Perth, 3 Oriole Gardens, Bennett Springs, Perth WA 6063  Australia
  4. Describe the fault or issue clearly.

6. Costs of Returning Faulty Items

  • If return is for a covered fault, we will arrange courier / transport company to get the item picked up from your address and will pay for the shipping cost.
  • For change-of-mind, return costs are at your expense.

7. Assessment & Inspection

We may assess the item to confirm fault, within a reasonable timeframe. We’ll inform you before any delays or additional steps. You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.

8. Refund Method

Valid refunds will be issued via the original payment method whenever possible. If that’s not feasible, we’ll offer an alternative refund method (e.g. store credit) in exceptional cases.

9. Time Limits

No fixed return deadlines apply—ACL remedies remain available for the item’s reasonable lifespan based on expected usage, price, and quality .

10. Exclusions

You may not be entitled to remedy if:

  • The fault is due to misuse, accidental damage, or wear & tear;
  • You knew of the defect before purchase;
  • The issue was caused by someone else post-sale 

11. Gift Purchases

Gift recipients have the same rights under ACL as direct purchasers 

12. Goods Damaged in Transit

If any goods arrive damaged, please contact us on info@auzziemart.com.au as soon as possible. After reviewing the claim, Auzzie Mart Online will contact you to discuss the options available to resolve the issue. In most cases, Auzzie Mart Online will either arrange for the return of the damaged product for replacement or refund — or a replacement part may be provided where the damage is minor.

In the event that an item is flawed or damaged upon delivery please contact us as soon as you receive it to discuss a return and replacement. Some leather furniture may have some dent marks caused by the packaging which will settle in a few weeks. As most of our furniture are hand made, the leather may have minor overdone stitches, wood may have subtle fissures and dents, the glass may have unnoticeable scratches; these are not defects and damage claim will not be honoured for such minor blemishes.

13. Sale Items & Customised Orders

Change-of-mind returns, refunds, or exchanges are not accepted for the following categories:

  • Customised products, including made-to-order items (e.g. specific leather type, colour, size, or finish);
  • Sale items, including those marked as “As Is”, damaged, defective, faulty, ex-display, or second-hand;
  • Products that cannot be delivered due to access issues (e.g. items that cannot fit through your door, hallway, or stairwell).

❗ Important Notes:

  • Items sold “As Is” or discounted off RRP may carry a limited or no warranty.
  • When you agree to purchase a product marked with known faults, damage, or defects, you waive the right to return, exchange, or request further repairs under warranty, unless otherwise required by law.
  • These conditions are clearly outlined at the time of purchase, and by proceeding with the order, you accept these terms.


14. Return Required for Refund (Unless Otherwise Agreed)

Once a return request is approved, the item must be returned within a reasonable timeframe to be eligible for a refund. If the item is not returned, a refund will not be processed, unless otherwise agreed in writing.

In limited cases, we may offer to dispose of or waive the return of the item and still proceed with a refund. This arrangement must be formally confirmed in writing (via email or written agreement) by Auzzie Mart Perth. Without such written agreement, the return of goods is required to complete any refund process.

 

This Refund, Return and Repair Policy is applicable to purchases made Online from our website and In-store only.

If you have any questions about this policy, please contact us on 0414577788 or email us at info@auzziemart.com.au