1. Overview
This document explains how returns, refunds and order cancellations are handled for furniture orders delivered across Australia. It is intended to provide clear guidance on eligibility, processes and timing, and to help set reasonable expectations for customers.
All arrangements are applied in a fair and consistent manner and operate alongside applicable Australian consumer protections.
2. Returns and Exchanges
Returns may be requested within 30 days of delivery.
Returned items must meet the following conditions:
Unused, unassembled and in original condition
Supplied with all original parts, accessories and packaging
Free from damage, wear or alteration after delivery
Requests made outside the 30 day period, or items that do not meet these conditions, may not be accepted.
Exchanges are not offered.Furniture items are large and handled in specific inventory and delivery batches. Managing exchanges would require additional transport and handling, increasing complexity and the risk of damage. To maintain reliable delivery processes, returns with refunds are offered instead. Customers may place a new order once a return has been approved.
3. Order Cancellations and Refund Eligibility
Orders may be cancelled within 48 hours of purchase if they have not yet been dispatched. Eligible cancellations receive a full refund.
Orders placed more than 48 hours earlier, or orders that have already been dispatched, cannot be cancelled. In these situations, customers may request a return after receiving the item, subject to the return conditions above.
If an item arrives damaged or is not as ordered, customers should contact us promptly. Depending on the circumstances, the outcome may include:
A full refund
A partial refund
A refund without requiring the item to be returned
Supporting information or photographs may be requested to assess the issue.
4. How to Request a Return or Refund
To request a return or refund:
Contact us by email, which is the preferred method
Provide the order number and the reason for the request
Requests are reviewed based on order status and eligibility
If approved, follow the return instructions provided
Refunds are initiated within 3 business days after returned items are received and verified, using the original payment method.
5. Return Shipping, Labels and Fees
A return shipping label is included inside the original delivery package and is provided at the time the item is received.
Return costs are handled as follows:
Change of mind returns may result in deductions, including original shipping costs
Returns due to product quality issues or transit damage incur no return shipping fees
Items damaged by the customer or returned outside eligibility requirements will not be refunded
6. Refund Method and Timing
Refunds are processed to the original payment method.
Although refunds are initiated within 3 business days after verification, the time taken for funds to appear in an account depends on the relevant financial institution.
7. Contact Information
For questions or assistance related to returns, refunds or cancellations, customers may contact us during service hours.
Email: exclusivehelp@craftgetmart.com
Phone: +81 (808) 564 66 61
Customer service hours: Monday to Friday, 09:00–17:00
Address: 2-11-35 NISHIHARA-CHO, FUCHU-SHI, TOKYO 183-0046, JAPAN
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