Refund policy

Returns, Refunds & Workshop Policy

Part A: Shop Purchases (In Store & Online)

1. Items that cannot be exchanged or refunded for change of mind

For quality, hygiene and safety reasons, we do not accept change-of-mind exchanges or refunds on:

  • Books
  • Jewellery, including earrings
  • Chopsticks
  • Bamboo and wood products
  • Consumables, including tea and food items
  • Perishable and personalised items
  • Sale and clearance items

Please check your purchase carefully before completing your order. Your rights in relation to faulty goods still apply (see Part C).

2. Exchanges

For items not listed in section 1:

  • Exchanges are available for items of equal or higher value (any price difference is payable by the customer)
  • Exchanges are subject to stock availability
  • We do not offer refunds for change of mind on in-store purchases

3. Christmas gift exchanges

To make Christmas gift shopping easier, we offer an extended exchange period.

  • Christmas gift purchases may be exchanged until 7 January
  • Available only for items not listed in section 1
  • Items must be unused, unopened, in original packaging, and accompanied by valid proof of purchase

4. Fragile items

  • Please inspect all fragile items before leaving the store. Our staff are happy to check the item with you and make sure it is securely packaged.
  • Once an item has been checked and has left the store, we are unable to accept responsibility for damage, breakage or loss occurring afterwards.
  • This applies to glassware, ceramics and porcelain, delicate ornaments, and breakable home décor.

5. Online purchases

Change of mind
You may return eligible items (not listed in section 1) within 14 days of receiving your order, provided they are unused, unopened and in original condition. Return postage is at the customer's expense. Original shipping fees are not refunded for change-of-mind returns.

Damaged on arrival
If ceramics or tableware arrive damaged, please contact us within 48 hours of delivery with photos of both the item and the packaging so we can investigate with the courier.

Faulty or incorrect items
Please contact us with your order number and photos. We will provide a remedy in accordance with the Australian Consumer Law.

Refunds
Approved refunds are issued to the original payment method.

6. Shipping and delivery

  • Orders are processed within [X] business days. Delivery timeframes are estimates provided by the courier and are not guaranteed.
  • Lost parcels will be investigated with the courier before a replacement or refund is issued.
  • Where an incorrect address has been supplied, re-delivery costs may be charged.

7. Returning an online order in store

Eligible online purchases may be returned in person at our Rhodes Central store while it is operating. Please bring your order confirmation.

Part B: Workshops

8. Booking and payment

  • Full payment is required to secure your place.
  • Workshop spaces are limited and subject to availability.
  • Please arrive 10 minutes before the workshop starts.

9. Cancellation and rescheduling by guests

  • More than 7 days before: free reschedule, or store/workshop credit
  • 3 to 7 days before: one reschedule permitted, subject to availability
  • Less than 72 hours before, or no-show: non-refundable and non-transferable

Bookings can be rescheduled within the same workshop only.

Tickets may be transferred to another person if you let us know before the workshop.

10. Minimum attendance

Some workshops require a minimum number of participants. If this isn't reached, we may reschedule the workshop, offer workshop credit, or provide a full refund.

11. Cancellation by The Zen Concept or workshop host

If a workshop needs to be cancelled due to illness, instructor availability or unforeseen circumstances, guests can choose a full refund or a transfer to another available session.

12. Late arrival

Please arrive on time so everyone can enjoy the full experience. Guests arriving significantly late may miss part of the workshop, and additional time cannot always be provided.

13. Materials

Workshop materials are prepared according to confirmed bookings. Once materials have been prepared or personalised, cancellations may not be refundable.

14. Tea house workshops

Where stated, your workshop may include Japanese tea and/or a small refreshment from The Zen Concept. Please advise us of any allergies or dietary requirements before attending.

15. Photography

We may take photos or short videos during workshops for our social media and marketing. Please let our team know before the workshop if you'd prefer not to appear.