Refund policy

Return and Refund Policy

Effective Date: 14 November 2026
Website: https://www.zentablespace.beauty
Business: A&X WINDOWS PTY LTD

At ZENTABLE SPACE, we want every purchase to make your home more organised, practical and comfortable. Whether you have purchased a storage box, rubbish bag or household hook, we want you to feel confident that the item you receive is consistent with its description and suitable for its advertised purpose.

This Return and Refund Policy explains how to request a return, replacement or refund when an order does not meet your expectations. It applies to purchases made through our website and is intended to operate consistently with the Australian Consumer Law (ACL), including the consumer guarantees applicable in New South Wales.

1. Your Rights Under Australian Consumer Law

Products sold to Australian consumers are protected by statutory consumer guarantees under the Australian Consumer Law, contained in Schedule 2 of the Competition and Consumer Act 2010 (Cth).

These guarantees generally require products to:

  • Be of acceptable quality, including being safe, durable and free from defects.

  • Be reasonably fit for their ordinary purpose.

  • Be suitable for a particular purpose made known to us before purchase, where applicable.

  • Match their descriptions, images and any applicable sample or demonstration.

  • Be supplied with the relevant ownership rights.

If a product fails to meet a consumer guarantee, you may be entitled to a remedy depending on the nature and seriousness of the problem.

For a major failure, you may generally choose a refund or replacement. For a minor failure, we may be entitled to repair or otherwise resolve the issue within a reasonable time. If a minor failure cannot be remedied within a reasonable time, further remedies may become available.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the ACL or other applicable Australian legislation.

2. Change-of-Mind Returns

In addition to your statutory rights, we may accept eligible returns where you simply change your mind. A change-of-mind return is a voluntary service offered by ZENTABLE SPACE and is separate from remedies for faulty, damaged, unsafe or incorrectly supplied goods.

You may request a change-of-mind return within 30 days after receiving your order, provided that:

  • The product is unused and in its original condition.

  • The product has not been damaged, modified or altered after delivery.

  • All original components, accessories and packaging are included where reasonably possible.

  • The product is returned in a condition that allows it to be inspected and resold.

  • You provide a valid order number or other reasonable proof of purchase.

For hygiene, safety and practical reasons, opened or used rubbish bags and other consumable products may not qualify for a change-of-mind return where they cannot reasonably be resold. This does not affect your rights if the goods are faulty or otherwise fail to meet a consumer guarantee.

Please contact us before sending an item back. Unauthorised returns may be delayed while we identify the order and determine the appropriate handling procedure.

3. Products That Arrive Damaged, Defective or Incorrect

We take care when preparing and packing orders. However, products may occasionally be affected during handling or transportation, or an incorrect item may be supplied.

Please contact us if:

  • A storage box arrives cracked, broken, deformed or otherwise unusable.

  • A hook is missing components or cannot perform its advertised function.

  • Rubbish bags arrive torn, defective or materially different from the product description.

  • You receive a different size, model, quantity or product from the one ordered.

  • Your parcel arrives with missing items or other fulfilment problems.

To help us investigate, please provide:

  1. Your order number.

  2. A description of the problem.

  3. Clear photographs or a short video showing the issue, if reasonably available.

  4. Photographs of the outer packaging if the parcel appears to have been damaged in transit.

We encourage customers to report visible delivery damage as soon as reasonably practical. Any suggested reporting period is intended to help us investigate promptly and is not a deadline that removes your statutory rights.

Depending on the circumstances and the remedies available under Australian Consumer Law, we will arrange an appropriate solution, which may include a replacement, repair where suitable, refund or other lawful remedy.

4. Incorrect, Missing or Incomplete Orders

If your parcel contains the wrong product, an incorrect quantity or missing components, please email us with your order details.

We will review the order records and, where appropriate, arrange delivery of the missing item, replacement of the incorrect product or another suitable resolution.

Please do not discard the incorrect product or its packaging until we have advised you whether it needs to be returned.

5. How to Request a Return

To begin a return, email [email protected] with the subject line Return Request – [Order Number].

Please include:

  • Your full name.

  • Your order number.

  • The product you wish to return.

  • The reason for the request.

  • Supporting photographs where the item is damaged, defective or incorrect.

Our customer service team will review your request and provide instructions, including the appropriate return method and address.

Return address:

A&X WINDOWS PTY LTD
Attn: Shauna Malone
86A Ely St, Revesby NSW 2212
Australia

Please wait for return instructions before dispatching a parcel. This helps prevent returns from being misidentified or delivered without sufficient order information.

6. Return Shipping Costs

For an eligible change-of-mind return, the customer is generally responsible for the reasonable cost of returning the item, unless we agree otherwise.

If a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with a consumer guarantee, we will handle reasonable return or assessment arrangements in accordance with the ACL. You will not be required to bear costs that the law requires us to cover.

Where a product is large, bulky or otherwise difficult to return, please contact us so that we can discuss a reasonable arrangement.

7. Refund Assessment and Processing

Once a returned product is received, we will inspect it and assess the request against this policy and applicable consumer law.

If a refund is approved, it will generally be issued to the original payment method unless another method is agreed or required by law.

The time taken for the funds to appear in your account may depend on your bank, card issuer or payment service provider. We cannot control the processing time of those third parties.

Where a refund is required under the ACL, it will be provided in accordance with the applicable legal requirements. We will not substitute store credit or a voucher for a statutory refund unless you freely agree to that alternative.

8. Exchanges and Replacements

If you would like a different storage box, rubbish bag or hook because of a change in preference, please contact us to check whether an exchange is available.

Exchanges are subject to product availability and may require the original item to meet the change-of-mind return conditions.

Where a replacement is provided as a remedy for a product failure, the replacement process will be handled in accordance with the applicable consumer guarantees.

9. Order Cancellations

If you wish to cancel an order, contact us as soon as possible and include your order number.

We will make reasonable efforts to stop an order that has not yet entered fulfilment or dispatch. Once an order has been shipped, cancellation may no longer be possible, and you may need to follow the applicable return procedure.

This section does not limit any cancellation or refund rights available under Australian law.

10. Products Not Eligible for Change-of-Mind Returns

A change-of-mind return may be declined where:

  • The product has been used, damaged or altered after delivery.

  • A consumable product has been opened or used and cannot reasonably be resold.

  • The product is returned without its essential components.

  • The customer cannot provide sufficient information to identify the purchase.

These exclusions apply only to our voluntary change-of-mind arrangement. They do not remove your rights in relation to faulty, unsafe, misdescribed or otherwise non-compliant products.

11. Contact Us

For return, refund or replacement enquiries, please contact:

A&X WINDOWS PTY LTD
Attn: Shauna Malone
86A Ely St, Revesby NSW 2212, Australia
Email: [email protected]
Website: https://www.zentablespace.beauty

We appreciate the opportunity to review concerns and work towards a fair and practical resolution.

Legal note: This policy is intended to be read alongside the Australian Consumer Law and the Fair Trading Act 1987 (NSW). If any part of this policy is inconsistent with a mandatory consumer protection, the mandatory legal requirement will prevail.