Kaguyasu Australia

Return, Exchange, and Refund Policy

Welcome to our Return, Exchange, and Refund Policy page! At Kaguyasu, we strive to ensure your satisfaction with our products. Below are the details of our policies designed to help you with returns, exchanges, and refunds.

Return Period:

You may return products within 60 days of placing your order. 

Return Policy

1. Please inspect the items upon receipt. If any damage or errors are found, please contact us within 3 days of receiving the goods. Please note that any return or exchange requests made after this 3-day period will not be processed.

2. If the return or exchange is not due to product quality issues, we will charge a 10% restocking fee (10% of the purchase price) and shipping costs. Before proceeding with the standard return/exchange process, please ensure to retain the original packaging. For large items, the courier company may charge an additional packaging fee when picking up the return if the original packaging is not available, and this fee will be the buyer’s responsibility.

3. If the fault lies with us, we will offer a refund, product exchange, or replacement parts in the following cases:

• The product has significant quality issues or defects. (Slight color variations are not included.)
• Incorrect shipping or missing items. This refers to customers receiving products that do not match their orders.
• Other issues resulting from company negligence.
• Issues related to color differences due to lighting, screen display, or personal subjective judgment are not covered under the 60-day return policy.

4. If the responsibility for returns or exchanges lies with the customer, 80% of the total product amount will be charged (Including fees for cancellations, product handling, shipping, and any other applicable fees.).

• The customer subjectively dislikes or does not need the product.
• Selecting the wrong size or color option.
• Providing an incorrect shipping address by mistake.
• The product is damaged or lost, and the customer did not purchase additional shipping insurance.

5. If the product has been dispatched, the customer will incur round-trip shipping costs, regardless of whether the product has been delivered. If the customer declines to accept the goods and prompts their return, there will be actual costs involved.

6. Please retain the original packaging and ensure it is restored to its original condition when returning the product.

The following cases do not support returns：

1. Used Product

• Any item that displays noticeable scratches, stains, or other signs of wear.
• Any item that has been assembled, installed, or placed in its intended location.
• Any item whose packaging has been opened, damaged, or lost.

2. Customized Product

• Any item that has been specially made or altered according to the customer’s specifications.
• Any item that has been personalized with specific features, colors, or dimensions requested by the customer.
• Any item that cannot be resold due to its unique customization.

3. Products Damaged or Contaminated by the Customer

• Any item that has been damaged or contaminated by the customer’s misuse, mishandling, or negligence.
• Any item that has been altered or modified by the customer in a way that affects its original condition or functionality.
• Any item that has been exposed to harmful substances or environments by the customer.

4. Assembled Product

• Any item that has been assembled or installed.
• Any item that has been placed or positioned in its intended location.
• Any item that has been disassembled, reassembled, or altered from its original state.

Steps for Initiating a Return:

To initiate a furniture return, please follow these steps:

1. Contact our customer service team at support.au@kaguyasu.com to start the return process.

2. Inform us of your return request, including your order details and reason for return.

3. Our customer support team will guide you through the return process.

4. Arrange for furniture pickup.

5. Receive your returned furniture.

6. Refunds will be issued through your original method of payment.

Please note that for credit card payment refunds, it may take up to one billing cycle for your account to be credited. During the return process, please do not request a chargeback from your credit card company due to the time it takes to resolve chargeback disputes. Once you initiate a chargeback, the bank immediately takes the disputed amount from us, and the process will take longer than a regular refund.

Therefore, if you have any concerns, please contact our customer service team, and we will actively cooperate to resolve your issue. It is usually better to be patient and let the return process run its course. However, if an unusual delay occurs, feel free to contact us for assistance.

Contact for Returns and Refunds:

For any queries related to returns or refunds, please reach out to us via email at support.au@kaguyasu.com.

Refund Receipt Timeline:

Customers can receive their refunds within 7 business days.

Shipping Costs for Returns and Exchanges:

Shipping costs related to returns or exchanges will be borne by the customer.

Refund Policy:

1. Refunds will be partial and determined based on the situation. The exact amount to be refunded will be assessed case-by-case.

2. Refunds can only be processed once both parties have agreed on the terms.

3. If you cancel the order after the product arrives in Australia without prior notice, we will not be able to accommodate any reason for the cancellation.

4. If you fail to notify us in advance and then cancel the order after the product arrives in Australia, you will be required to bear 80% of the total order amount.

Order Placement and Product Customization: 

If a customer requests a refund after placing an order but before product customization, we are unable to give you a full refund because we have to charge you 5% as a credit card processing fee.

Product Manufacturing and Internal Warehousing (Pre-Shipment):

For custom-made furniture that has already been completed and procured to our internal warehouse, but is returned before being shipped to Australia, a 20% deduction will be applied from the total payment amount.

Products Shipped Overseas, Arrived, or Pending Arrival at Australian Warehouse (Pre-Delivery):

If a product is already shipped overseas, arrived, or pending arrival at our Australian warehouse but not yet delivered to the customer, 50% of the total payment amount will be deducted. 

Products in Australian Warehouse and Shipped:

If a product has arrived at our Australian warehouse and has been sent to the customer, a deduction of 80% will be made from the total payment amount.

Return Address:

Do not return to the original shipping address. Instead, contact us at support.au@kaguyasu.com for the return address.