Refund and Return Policy
IMPORTANT
Zen Doors & Windows will not be liable for incorrect information provided by you, your builder, installer or any other party in relation to your order, including incorrect measurements, plans, specifications or opening dimensions.
If incorrect information is provided and this results in the product being manufactured to the wrong size, not fitting correctly, or not suiting the intended opening, all payments will remain final and no refund will be provided for that reason, except where required under the Australian Consumer Law.
Please ensure all measurements, plans and specifications provided to Zen reflect the true and correct dimensions for the product to be manufactured.
Once we receive an order or deposit, we will produce CAD shop drawings based on the selected design and dimensions provided. The shop drawings must be reviewed carefully and signed off by you, your builder or installer before we proceed to manufacture. Once signed off, Zen will manufacture strictly in accordance with the approved shop drawings.
Payment Terms
- A deposit is required to confirm your order and initiate the shop drawing, consultation and production process.
- Deposit invoices are valid for 7 days from issue. If payment is not received within 7 days, we may cancel the invoice and the order will not proceed unless reconfirmed in writing.
- The balance is due strictly prior to shipment from our overseas factory.
- Once production is complete, our accounts team will contact you with completion images and your outstanding balance.
- You will have 5 business days from the date of the balance invoice to make payment.
Stock Doors and Fireplaces have different payment terms — please refer to our full Terms & Conditions.
Cancellations & Refunds
If you cancel within 7 days of paying your deposit, an administration charge of $1,500 + GST or 5% of the total order value (whichever is greater) will be deducted from your refund. Credit card fees are non-refundable.
Cancellations after 7 days are not accepted for change of mind. All orders are final once the cooling-off period has passed, shop drawings have been approved or production has commenced. No deposit refund will be issued, except where required under the Australian Consumer Law.
As per ACCC guidelines, you can ask for a free repair, replacement or refund, but you are not always entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it.
Exceptions to Guarantees
Consumer guarantees do not apply if you:
- got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it
- misused a product in any way that caused the problem
- knew of or were made aware of the faults before you bought the product
- asked for a service to be done in a certain way against the advice of the business, or were unclear about what you wanted.
Reference: ACCC Consumer guarantees
IMPORTANT
Please refer to our Warranty page to see what constitutes a problem before proceeding.
If you have a minor problem with one of our products, we will offer a free repair where we deem the issue to be a genuine problem rather than a characteristic within our tolerance for custom handmade products.
Where a problem is minor, you must accept a free repair. If we fail to provide a free repair within a reasonable time or cannot fix the problem, you can:
- have it done elsewhere and pass the reasonable costs on to us
- ask for a replacement
- ask for a refund
- recover compensation for the drop in value below the price paid.
When you have a major problem with a product, you have the right to choose a replacement or refund, where we deem the issue to be a genuine major problem. Any replaced product will be the same as the one you purchased.
A product has a major problem when:
- it has a problem that would have stopped someone buying it if they’d known about it
- it is significantly different from the sample or description
- it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time
- it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
- it is unsafe.
Product Tolerances & Imperfections
All Zen products are custom-made by hand. As handcrafted items, they may exhibit cosmetic imperfections including:
- variations in steel, iron, welding, or paint finish
- minor bowing in steel or iron frames due to material weight, length, or transit.
These characteristics are within the accepted tolerance for handmade custom products and do not constitute defects. Any issue outside reasonable manufacturing tolerance will be assessed by Zen Building Group acting reasonably and rectified under the applicable warranty and Australian Consumer Law.
Painted Finish Inspection
Painted surfaces should be assessed from a minimum viewing distance of 1 metre, under normal diffuse daylight or non-critical, shadow-free lighting. Inspection should not be carried out using glancing light or extreme lighting angles, as these can artificially highlight minor texture, surface or fabrication variations.
Minor scuffs, inclusions, colour or texture variations, or surface marks that are only visible from closer than 1 metre are generally not considered grounds for rejection, provided the finish presents a reasonably uniform colour and texture from normal viewing distance and is free from blisters, excessive roughness, or scratches that penetrate through to the base metal. These principles are consistent with accepted powder coating assessment guidance, including AS 3715 where applicable.
Glass Inspection
Glass should be assessed in accordance with AS/NZS 4667:2000 (Quality requirements for cut-to-size and processed glass), under the correct viewing conditions and from the appropriate distance, rather than at close range or from an acute angle. Minor imperfections that are only visible under non-standard viewing conditions are generally not grounds for rejection.
