Returns, Cancellations, Claims and Exchanges

Customers may return items for refund or exchange under the following conditions:

  1. Customers may return items for refund or exchange under the following conditions:
    1. Zaffero Home Pty Ltd office – sales@zaffero.com.au has been notified within 7 days of the customer’s receipt of the goods.
    2. The goods must be returned to Zaffero Home Pty Ltd at the cost of the customer.
    3. All goods returned must be of sale-able quality and in original packaging. Responsibility for damage in transit remains with the customer.
    4. The items returned must not have been installed or altered.
    5. The items returned must not be shop-soiled and not price ticketed.
    6. A copy of the relevant invoice must be enclosed with the returned goods, clearly detailing the items returned.
    7. Zaffero Home Pty Ltd may charge 15% of the invoiced price of the item as a handling fee.
  2. If any item is damaged/faulty upon arrival, a credit or replacement may be applied under the following conditions:
    1. Zaffero Home Pty Ltd sales@zaffero.com.au has been notified within 7 days of the customer’s receipt of the goods.
    2. Clear details of the claim are provided, including:
      1. Customer Name and Invoice Number
      2. Product Detail, including Item Code
      3. Images of the damaged item(s)
      4. A brief description of the fault/damage   
  3. Many of our products are hand crafted and hand finished to provide a unique look. Natural imperfections are to be expected and each piece may be different and vary over time with exposure to light and use. These imperfections cannot be used as reason for a damage claim. With prior approval from Zaffero Home Pty Ltd head office, a refund or exchange may be considered depending on the extent of the imperfection. Returns will be at the cost of the customer and processed as per Part 1 above.
  4. All complaints, claims, or notification of lost Goods, incomplete Goods, Goods damaged in transit or Goods that do not comply with your purchase order must be submitted to us in writing within fourteen (14) business days of the date of the invoice rendered for the supply of the Goods. Otherwise, you are deemed to have accepted the Goods and shall not refuse to pay for the Goods on the basis that they were lost, incomplete, damaged in transit, or do not comply with your purchase order.
  5. Cancellation of orders or part of orders must be made in writing, via email, and until done so, will remain an order. Cancelled orders that have already been packed and are ready to dispatch or collect, will incur a minimum re-stocking fee of 20%. Orders may be cancelled at the discretion of Zaffero Home Pty Ltd. Reasons for cancellations include, but are not limited, to breach of Terms & Condition’s, non-response by purchaser to Zaffero Home Pty Ltd communication and rejected/declined payments.
  6. Third-party claims will not be accepted by Zaffero Home Pty Ltd. Zaffero Home Pty Ltd will liaise directly with our customer however will not accept returns or claims for damages from customers or those customers.
  7. A credit note will only be issued after the goods have been received at Zaffero Home Pty Ltd Office.
  8. Customers must not use an anticipated credit to stop payment on an invoice. Part payments of invoices are accepted in these cases.