Refund and Returns Policy
Introduction
At Kozy Nest, we take great pride in the quality of our handcrafted natural stone furniture. Every piece is carefully inspected before leaving our warehouse. As each item is made from natural materials, variations in colour, veining and texture are part of the beauty of the product and are not considered defects. This policy operates in accordance with the Australian Consumer Law (ACL).
Manufacturing Defects
Claims for manufacturing defects must be submitted in writing within 48 hours of delivery or collection, together with the order number, a description of the issue and clear photographs. Additional information may be requested before the claim is assessed.
Transit Damage
Any transit damage must be reported within 48 hours. Please retain all packaging until the claim has been assessed.
Natural Stone
Variations in colour, veining, movement, crystal formation, mineral deposits, natural pits, filled areas, fossil markings, texture, polishing and bookmatching are inherent characteristics of natural stone and are not manufacturing defects.
Product Stability
Products are designed to be used on a solid, level and stable surface. Movement caused by carpet, rugs or uneven flooring is not considered a manufacturing defect and is not eligible for return or refund.
Minor Chips, Scratches & Wear
Minor chips, cosmetic marks or signs of ordinary use that do not affect structural integrity are considered acceptable wear. Damage occurring after delivery or collection is not covered.
Change of Mind
Kozy Nest generally does not accept returns for change of mind unless otherwise agreed in writing. Approved returns must be unused, undamaged and returned at the customer's expense. Original shipping charges are non-refundable. Approved returns may be subject to a restocking fee.
Custom Orders
Custom-made products, customer-approved slabs and bespoke designs cannot be cancelled, returned or refunded once production has commenced.
Return Transport
Unless otherwise agreed in writing, customers are responsible for returning approved items. Where Kozy Nest agrees to arrange collection, this service is entirely at Kozy Nest's discretion and a pickup service fee may apply.
Inspection Before Refund
Returned goods must be physically received and inspected before any refund is processed. Kozy Nest reserves the right to refuse or adjust a refund if returned goods are not in their original, unused and undamaged condition.
Refund Method
Approved refunds will be processed using the original payment method wherever possible.
Assessment of Claims
Every claim is assessed individually. Kozy Nest reserves the right to inspect, assess and determine the appropriate outcome before approving any repair, replacement or refund.
No Admission of Liability
Any inspection, repair, replacement, transport assistance, pickup service, discount or other goodwill offered by Kozy Nest does not constitute an admission of liability or acceptance that the product is defective.
Goodwill
Any goodwill gesture is provided entirely at Kozy Nest's discretion and does not create any obligation or precedent for future claims.
Australian Consumer Law
Nothing in this policy excludes or limits any rights available under the Australian Consumer Law. Where a remedy is available, Kozy Nest reserves the right to determine whether the appropriate remedy is repair, replacement or refund in accordance with the law.