Refunds & Returns

Because our products are custom-built and installed, we do not offer refunds for change of mind or cancellations once materials have been ordered or a deposit has been received.

Refunds (full or partial) apply only when:

• Zerenity cannot complete installation due to supply-chain failure or logistical impossibility.
• A product has a fault or major failure under the ACL.
• Zerenity agrees in writing to cancel due to extraordinary circumstances.

• Deposits become non-refundable once materials are ordered or fabrication begins.
• Cancellations within 5 business days of booking: eligible for a 90% refund (10% admin fee).
• Cancellations within 7 days of scheduled installation: full deposit forfeiture may apply.

Under the ACL, you're entitled to repair, replacement, or refund for products with major manufacturing defects, safety issues, or material specification differences. To claim, email info@zerenity.com.au with a description and images. We aim to respond within 3 business days.

• Damage from misuse, neglect, or unauthorised modifications.
• Third-party contractor installations.
• Aesthetic issues, including timber variation or minor cosmetic flaws.

Approved refunds are processed via the original payment method within 7 business days.

Zerenity Pty Ltd. Email: info@zerenity.com.au.

This policy is subject to updates. The latest version is published on this website.