Returns Policy

Overview

At Humanzen, we want you to be satisfied with your purchase. If there is an issue with your order, please contact our customer support team and we will work with you to resolve it.

This Returns Policy outlines how we handle faulty products, change-of-mind returns, order changes, and cancellations. Nothing in this policy limits or excludes any rights you may have under Australian Consumer Law.

Section 1: Faulty Products

If your product arrives with a manufacturing fault or defect, please contact us within 14 days of delivery.

Once the issue has been assessed, we will arrange an appropriate solution, which may include a repair, replacement, or refund in accordance with Australian Consumer Law. If the item is confirmed to be faulty, Humanzen will cover the cost of return shipping.

A product will be considered faulty where there is a clear manufacturing defect or malfunction. Preferences relating to comfort, finish, colour, or design are not considered faults.

Section 2: Change-of-Mind Returns

If you change your mind, you may request a return within 14 days of delivery.

To be eligible for a return, the product must be unused and in as-new condition, with all original packaging, components, and documentation included.

A $120 return fee applies to all change-of-mind returns. This fee covers return shipping and restocking costs.

Original delivery charges are non-refundable.

If a returned item shows signs of use, damage, or missing packaging, we reserve the right to decline the refund or apply additional restocking fees.

Section 3: Order Changes and Cancellations

If you need to change or cancel your order, please contact our customer support team within 24 hours of placing your order.

If your order has not yet shipped, we may allow changes at no additional cost or process a cancellation subject to a $60 cancellation fee. This fee covers payment processing costs.

If a request is made after the 24-hour period or once the order has shipped, we are unable to change or cancel the order. In this case, you may request a return under our Change-of-Mind Returns Policy.

Section 4: Product Variations

Many of our products are made using natural materials and premium finishes. As a result, variations in wood grain, texture, colour, or fabric appearance may occur and are considered a normal characteristic of the product.

These natural variations are not considered defects and do not qualify for return under our faulty product policy.

Product images on our website are intended as a guide only, and minor differences in colour or finish may occur due to lighting, screen displays, and manufacturing tolerances.

Section 5: Assembly and Use

Products that have been assembled, installed, or used may not be eligible for return under our Change-of-Mind Returns Policy unless they are confirmed to be faulty.

Humanzen is not responsible for damage that occurs during customer assembly, installation, or misuse of a product.

We recommend carefully reviewing all product instructions and ensuring all components are assembled correctly before use.

Section 6: How to Request a Return

To request a return, please contact our customer support team with your order number and the reason for your return request.

Our team will provide instructions on the return process once your request has been reviewed.

Section 7: Contact Information

If you have any questions about this Returns Policy, or if you would like to request a return, cancellation, or order change, please contact us using the details provided on our Contact page.