Refund policy
Returns & Exchange Policy
1. Items that cannot be exchanged or refunded
For quality, hygiene and safety reasons, we do not accept exchanges or refunds on:
- Books
- Jewellery
- Chopsticks
- Bamboo and wood products
- Consumables, including tea and food items
Please check your purchase carefully before completing your order.
2. Eligible exchanges
For items not listed above:
- 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
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 above
- 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 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.
Tea, food and consumables
We cannot accept change-of-mind returns once opened. Perishable and personalised items are excluded.
Earrings and personal items
For hygiene reasons, change-of-mind returns are not available.
Sale and clearance items
Final sale for change of mind. Your rights in relation to faulty goods still apply.
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.
8. Your rights under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
The Zen Concept — Rhodes Central, Bamboo Lane, Rhodes NSW · 73 Oxford St, Darlinghurst NSW