Return and Refund Policy

 

Welcome to zimasyaau.com, a trusted destination for quality office furniture. The Zimasya brand provides office furniture and workspace solutions designed to support modern workplaces. We aim to create comfortable and practical work environments through well-designed products and attentive service. Whether you are setting up a workspace for daily work, meetings, training or collaborative areas, our furniture solutions are designed to help you build an efficient and comfortable environment.

Zimasya is an office furniture brand offering furniture and workspace solutions for modern offices.

In Australia, zimasyaau.com is operated by BIZFURNIZ PTY LTD (ABN 54 696 133 481) as an authorised Australian operator of the Zimasya brand.

BIZFURNIZ PTY LTD is the seller and service provider of record for products purchased through this website and is responsible for Australian orders, invoices, customer support, warranty enquiries, returns, refunds and after-sales service in accordance with the Australian Consumer Law.

Nothing on this page limits any rights or remedies customers may have under the Australian Consumer Law.

Section 1 – Overview

Our policy does not affect any rights you have under the Australian Consumer Law (ACL). For goods with a major failure, you may be entitled to a refund or replacement, or you may choose to keep the goods and receive compensation for any reduction in value. If a failure is minor, we may provide a repair within a reasonable timeframe or, where appropriate, provide replacement parts, a replacement product, a refund or another suitable remedy.

30-Day Product Issue Support Period

We provide a 30-day product issue support period for products that arrive damaged, defective, incorrect, incomplete, missing parts or otherwise not as described.

Where a confirmed product defect, seller error, shipping damage, missing item, incorrect item, incomplete delivery, or other issue for which we are responsible requires a remedy, we will provide the confirmed remedy at no additional cost to you.

Depending on the circumstances, we will cover reasonable costs directly related to the confirmed remedy, including:

• Return freight or carrier collection costs;
• Collection arrangements for bulky or large furniture items;
• Reasonable return packaging requirements where we instruct that repacking is necessary;
• Shipping costs for approved replacement parts or replacement products; and
• Delivery costs for the approved replacement item.

Please contact us before arranging a return, collection, repair or freight service. Where you have already paid reasonable return costs for a confirmed issue, please provide a copy of the receipt and we will reimburse those reasonable costs.

For faster assistance, customers are encouraged to contact us within 30 days of delivery. This 30-day product issue support period is an administrative support timeframe only and does not limit, exclude or replace any rights or remedies available under the Australian Consumer Law.

Section 2 – Returns Due to Product Issues

If your item arrives damaged, incorrect, incomplete, defective or not as described, please contact us as soon as reasonably practicable so that we can assess the issue and provide an appropriate remedy.

To help us assess the issue, please provide:

• Your order number;
• A clear description of the issue;
• Photos or videos showing the product issue; and
• Photos of the packaging, where relevant.

For visible transport damage, please contact us promptly where possible and provide photographs of the product, packaging and shipping labels. Prompt notification may help us investigate the delivery issue and lodge a carrier or insurance claim more efficiently.

We will not refuse to assess a product issue or provide a remedy required under the Australian Consumer Law solely because the issue was not reported within a specified number of days.

If the issue is confirmed to be a product defect, shipping damage, missing item, incorrect item or another failure covered by consumer guarantees, we will provide an appropriate remedy. Depending on the circumstances, this may include return approval, repair, replacement parts, replacement, refund or another suitable solution.

Section 3 – No Change-of-Mind Returns

We do not accept returns, refunds or exchanges for change-of-mind requests.

A change-of-mind request includes, but is not limited to, situations where:

• You no longer want the item;
• You selected an incorrect product, size, colour, configuration or quantity;
• The item does not suit your personal preference, space, décor or intended use;
• You found the same or a similar item at a lower price elsewhere; or
• You no longer have a use for the item.

This no change-of-mind return policy applies only where the product has been supplied as ordered, is not defective, is not damaged, is not incomplete, and is not otherwise affected by a shipping error or a failure to meet a consumer guarantee.

Nothing in this section excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Section 4 – Inspection and Return Period

We encourage customers to inspect products as soon as reasonably practicable after delivery.

For faster assistance, customers are encouraged to contact us within 30 days of delivery if they identify damage, defects, missing components, incorrect items, incomplete delivery or another product issue.

This 30-day product issue support period is an administrative support timeframe only and does not limit any rights or remedies available under the Australian Consumer Law.

Our customer service team will review the reported issue and discuss the appropriate available solution with you.

Where a return, collection or inspection is required, we will provide reasonable return instructions based on the product, issue and delivery arrangements.

Please keep the original packaging where reasonably possible until the issue has been reviewed, as it may help protect the product during collection or return transport. However, the absence of original packaging or an original purchase receipt will not by itself prevent us from assessing a product issue or providing a remedy required under the Australian Consumer Law.

For large furniture items, we may arrange carrier collection, inspection, repair, replacement parts, replacement or another appropriate solution instead of requiring you to return the item independently.

Where return, collection or inspection is required for a confirmed issue for which we are responsible, we will arrange and cover the reasonable approved return freight or collection costs. In some cases, we may ask that the product be returned to a nominated warehouse for assessment before confirming the final remedy. We will provide the required return instructions before any return is arranged.

Section 5 – Exchange and Replacement Policy

We understand that office furniture may occasionally require exchange, replacement parts or delivery-related support. If your product arrives damaged, incorrect, incomplete, defective or not as described, please contact us before arranging any return or exchange.

This helps us confirm the correct solution, return location, carrier requirements, and whether the item should be returned, exchanged, repaired or supplied with replacement parts.

5.1 When Exchanges Are Available

An exchange, replacement product, repair or replacement part may be provided where:

• The product received is materially different from the item ordered;
• The product arrives damaged or has a manufacturing defect;
• Essential parts, fittings, panels, hardware or accessories are missing;
• The product cannot be used as intended due to a confirmed product issue; or
• The wrong product, colour, size or configuration has been dispatched by us.

Please contact us as soon as practicable after delivery with your order number, a description of the issue, and clear photos or videos of the item, packaging, shipping labels and affected parts.

For transport damage, please contact us promptly where possible and provide photographs of the item, packaging and shipping labels. Prompt notification may help us investigate the delivery issue more efficiently.

5.2 Replacement Parts for Partial Issues

If only part of the product is affected, such as a damaged panel, missing screw pack, incorrect fitting, broken component or another replaceable part, we may provide replacement parts instead of exchanging the entire product.

Where replacement parts are suitable, we will confirm the required part with you and arrange dispatch as soon as reasonably practicable. Replacement part delivery times may vary depending on stock availability, part type, supplier availability and delivery location.

If the part needs to be specially manufactured or shipped internationally, additional processing and transit time may apply.

5.3 How to Request an Exchange

To request an exchange or replacement, please contact our customer service team at support@zimasyaau.com and include:

• Your order number;
• Your full name and contact details;
• A clear description of the issue;
• Photos or videos showing the product issue;
• Photos of the outer packaging and shipping label; and
• Details of any missing or damaged parts, where applicable.

After reviewing your request, our customer service team will confirm the most appropriate solution. This may include replacement parts, repair support, exchange of the product, refund or another suitable remedy.

5.4 Return Location and Drop-Off Instructions

To ensure the fastest processing time, approved returns are managed through our local logistics network in Australia. Please contact our customer support team at support@zimasyaau.com before sending any item so that we can confirm the return approval, return reference, packaging requirements and carrier instructions.

Approved return address — by appointment only:

Unit 12/2 Christina Road, Villawood, NSW 2163

Please do not send, return or leave any item at a courier depot, collection point, delivery point, warehouse or public drop-off location without first contacting us and receiving confirmation from our customer service team.

For approved returns relating to a confirmed issue for which we are responsible, we will provide the applicable return instructions and arrange either a prepaid return label, approved return freight or carrier collection at no additional cost to you.

For bulky or large furniture items, we will generally arrange collection rather than require you to independently book and pay for return transport.

If goods are returned or left at a location without our prior approval, this may delay the exchange process and may result in additional handling, storage, redelivery or return shipping costs.

5.5 Shipping Time for Exchanges and Replacement Parts

Once an exchange or replacement part request is approved, dispatch and delivery time will depend on product availability, warehouse location, carrier availability, delivery address, and whether the item or part is a standard stocked item or a custom/imported item.

As a general guide:

• In-stock replacement parts or exchange items are usually dispatched as soon as reasonably practicable after approval;
• Domestic delivery within Australia generally takes 2–10 business days after dispatch, depending on the delivery address and carrier availability;
• Custom-made, imported or specially sourced items may require additional production, international shipping, customs clearance and local delivery time; and
• Large furniture items may require additional time for freight booking, collection arrangements and warehouse handling.

We will provide available tracking details or delivery updates once the exchange item or replacement part has been dispatched, where applicable.

5.6 Exchange, Replacement and Return Costs

Where an exchange, replacement product, repair, replacement part or return is required because of our error, a confirmed product defect, shipping damage, missing parts, incorrect items, incomplete delivery or another issue for which we are responsible, we will cover the reasonable costs of the confirmed remedy.

This may include approved return freight, carrier collection, replacement-part delivery, replacement-product delivery and standard delivery costs associated with the approved replacement.

Customers should not independently arrange freight, collection or return transport without contacting us first, unless immediate action is reasonably necessary to prevent further damage. Where a confirmed issue applies and reasonable costs have already been incurred, we will reimburse those costs upon receipt of appropriate evidence.

If the request is related to change of mind, personal preference, incorrect selection, unsuitable size or another non-defective reason, the request will generally not be eligible for exchange, refund or return unless otherwise required by the Australian Consumer Law.

5.7 Important Notes

Please keep the original packaging where possible until the issue has been reviewed. Proper packaging helps protect the product during return transport and may be required for safe collection or exchange.

Nothing in this policy limits any rights or remedies you may have under the Australian Consumer Law.

Section 6 – Delivery Receipt, Packaging and Damage Checks

Customers are encouraged to inspect the outer packaging and products as soon as reasonably practicable after delivery.

If the outer packaging appears damaged, or if you believe that items may be missing, damaged or incorrect, please take clear photographs of the packaging, shipping labels and affected products where possible, and contact our customer service team at support@zimasyaau.com.

Customers may contact us before accepting, refusing or arranging any return of a delivery if they require assistance. We will assess the circumstances and advise the appropriate next steps.

Nothing in this section limits, excludes or modifies any rights or remedies available under the Australian Consumer Law.

Section 7 – Refunds and Additional Fees

If an item is damaged, we will assess the nature and severity of the issue to determine the appropriate remedy.

For minor cosmetic damage that does not affect normal use, we may offer a reasonable partial refund, replacement part or another appropriate remedy based on the nature and severity of the issue.

Where a partial refund or replacement part is agreed as the appropriate remedy, you will not be required to return the affected product unless we confirm otherwise in writing.

For severe damage or unusable items, we will provide an appropriate remedy, which may include a refund, replacement, repair or replacement parts.

Where applicable, we may also provide replacement products or parts free of charge.

Section 8 – Order Cancellation Policy

For standard, non-custom products, customers may request to cancel an order at any time before the order has been dispatched.

A cancellation request is not confirmed until we have reviewed the order status and provided written confirmation.

Once an order has been dispatched, it cannot be cancelled for change-of-mind reasons.

For custom-made or made-to-order products, once the order has been confirmed and production has started, cancellation may not be available, as materials, labour, production arrangements or logistics costs may already have been incurred.

Please contact us as soon as possible if you wish to cancel a custom order. We will review the request based on the production status.

Nothing in this policy limits or excludes your rights under the Australian Consumer Law. If a product has a major fault, is not of acceptable quality, does not match its description, or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or another remedy.

Where a cancellation is requested for reasons other than a product fault or another issue covered by the Australian Consumer Law, we may decline the cancellation if the order has already entered production, been dispatched or been specially made for you.

Section 9 – Initiating the Return or Exchange Process

Please contact our customer service team via support@zimasyaau.com before arranging any return, exchange, courier drop-off, warehouse return or product collection.

Please include your order details, reason for the request, and photos or videos where relevant. Our customer support team will review the request and confirm the appropriate process, including whether the item should be returned, exchanged, repaired, collected or supplied with replacement parts.

Please do not leave goods at any courier depot, collection point, delivery point, public drop-off location or warehouse without our prior written confirmation. For large furniture items, return arrangements must be coordinated in advance so that the correct receiving location, carrier, packaging requirements and reference details can be confirmed.

Once we receive and assess the returned item, or once the approved solution has been confirmed, we will process the applicable refund, exchange, repair or replacement part arrangement in accordance with this policy and the Australian Consumer Law.

For approved returns resulting from a confirmed product defect, shipping damage, incorrect item, missing item, incomplete delivery, seller error or another issue for which we are responsible, we will provide a prepaid return shipping label or arrange carrier collection at no additional cost to you.

For bulky or large furniture items, we may arrange collection instead of issuing a return shipping label.

The return shipping label will be sent by email after the return request has been reviewed and approved. Customers can download, print and attach the label to the return package before shipment.

Free return shipping labels are not provided for requests that are not eligible under this policy.

Once a refund is approved, we will process the refund to the original payment method within 7 business days. Where a return or collection is required, the refund may be processed after the item has been received or assessed, unless another timeframe is required by the Australian Consumer Law.

Where a refund is the confirmed remedy for an issue for which we are responsible, we will refund the amount paid for the affected product and any applicable standard delivery charge paid for that affected product.

Optional delivery services, special delivery arrangements, redelivery charges, assembly services or other separately quoted services will only be refunded where the issue relates directly to those charges or where otherwise required by law.

Section 10 – Your Acceptance of This Policy

By making a purchase on this website, you indicate that you have read, understood and agreed to this policy.

We reserve the right to modify this policy and will update any changes in the relevant sections of the website.

Section 11 – Contact Information and Company Details

If you have any questions about this Return and Refund Policy, please contact us:

Company: BIZFURNIZ PTY LTD
ABN: 54 696 133 481
Email: support@zimasyaau.com
WhatsApp Business Chat: +61 414 578 576 (Messaging Only)
Customer Service Phone: +61 2 5300 5360
Business Hours: Monday to Friday, 9:30 am–6:00 pm (AEST)

Registered Office:
Suite 1407, 447 Kent Street, Sydney NSW 2000, Australia

Partner Warehouse:
Unit 12/2 Christina Road, Villawood, NSW 2163, Australia