Modern Wooden Reception Counter with Rattan Detailing for Boutiques Salons Fully Assembled Design

Return & Refund Guidelines

We strive to deliver high-quality products and services. If your order doesn’t meet expectations due to damage or manufacturing issues, we're here to help—within the framework of your rights under the Australian Consumer Law (ACL).

Our policies do not affect any right that you have under the Australian Consumer Law (ACL). For any purchase that has a major failure, we offer a refund or replacement (subject to availability), or let you keep the product and compensate for any drop in the value. If there is only a minor failure, we offer a repair (or, in our discretion, a replacement of the item or part or refund for any drop in the value) within a reasonable time. Please contact our customer support team for any issue with any product from us.

Ⅰ.General Provisions: Basic Inspection & Timeframe Requirements

We accept return requests within 90 days of delivery. Please carefully inspect your items within 7 days of receipt and promptly notify us of any defects, damages, or issues by providing photos as evidence. Claims related to product quality or damage made after 7 days may not be accepted unless protected by statutory rights.

The 90-day return window allows you to request a return, exchange, or refund for eligible reasons within that timeframe. However, to ensure timely resolution, we require that product defects or damages be reported within 7 days of delivery.

Ⅱ.Refusal and Damaged Packaging Guidelines

1. Damaged Packaging but Intact Product: If the outer box is damaged but the product has no scratches or functional issues, do not refuse the package. Sign for it first, take photos of the damaged packaging, and contact customer service for record (refusal may result in the customer bearing return shipping fees).
2. Consequences of Unauthorized Refusal: Refusing the package without contacting customer service first means the customer will bear return shipping fees and may affect subsequent refund/exchange eligibility.
3. Relationship Between Packaging and Product: Damaged outer packaging does not mean the product is damaged. It is recommended to unpack and inspect the product after signing; if issues are found, follow the quality-related issue process.

Ⅲ.If product issues arise due to our reasons, you may apply for a refund, exchange, or replacement parts, as detailed below:

Applicable Scenarios:

• The product has significant quality defects (e.g., structural damage, functional failure).
• The received product does not match the order (wrong item shipped, missing accessories).
• Product damage caused during transportation.

Handling Rules (based on damage severity):

If damage is confirmed, we will assess the severity and provide an appropriate solution:

• Minor Damage (no impact on functionality, e.g., small scratches, minor dents): A partial refund of 2%-10% of the order amount will be offered; full refund or exchange is not supported.
• Severe Damage (unusable, e.g., cracks, large-area damage): You may choose “full refund”, “free exchange”, or “keep the product and receive 50% of the order amount as compensation”.
• Wrong/Missing Items: The correct product or missing accessories will be re-shipped for free, with no costs borne by the customer.

Ⅳ.Non-Quality Issues: Exchange Rules (Customer Reasons)

To apply for an exchange due to personal reasons (e.g., mismatched size/color, changed needs), the following conditions must be met:

1. Product Requirements: The product must remain unused, unassembled, and uninstalled, with original packaging, labels, accessories, and manuals intact (no stains, scratches, or damage).
2. Cost Responsibility: The customer shall bear all “return shipping fees” and “re-shipping fees” incurred during the exchange process.
3. Time Limit: Applications must be submitted within 7 days of receipt. Exceeding this period or using the product will result in rejection of the request.

Ⅴ.Our Return Process

1. Contact Us – Please reach out to our customer service team at support@plosia.com to initiate your return request.

2. Submit Details – Provide your order information, reason for return, and supporting evidence (such as photos, if applicable).

3. Return Instructions – Our customer support team will review your request, guide you through the process, and provide the correct return address.

4. Pickup / Shipping – Arrange for the pickup or return shipment of the item as instructed.

5. Item Receipt – Once the returned furniture is received and inspected, we will confirm the outcome with you.

6. Refund Processing – Approved refunds will be issued to your original payment method. Processing usually takes 7–10 business days, depending on your bank.

Important: In some cases, we may not require the item to be returned. If this applies, we will notify you and provide instructions on how to responsibly dispose of the product.

Ⅵ.Non-Returnable or Non-Refundable Items

• Products Returned Due to Customer Reasons: Returns caused by customer errors, damage, stains, missing items, or similar reasons.
• Made-to-Order or Personalized Items: All made-to-order or personalized products.
• Products with Potential Shipping Damage Due to Irreversible Packaging: Products where the packaging has been altered or product identification codes/tags have been lost, which may result in shipping damage.
• Used Products: Any products that have been used.
• Products with Installation Marks: Products, such as wooden furniture, that may have installation marks affecting their resale condition.
• Products with slight color difference: The actual color of the product may be slightly different from the color shown on the website. (If you have any concerns about this, feel free to contact our customer service team to request real product images for reference.)
• Seasonal Promotion Items:  All seasonal promotion products (including summer sales) are non-returnable and non-refundable unless there is a verified quality issue.

Ⅶ.Order Changes or Cancellation

If you request to cancel your order after placing it due to personal reasons (such as no longer wanting the item, dissatisfaction with delivery time, etc.), a cancellation fee will apply:

• Before production begins: Orders cancelled before production starts will receive a full refund, minus a 5% non-refundable credit card processing fee.
  
• Once in production: A 25% cancellation fee applies.
• After dispatch: A 50% cancellation fee applies.
• After arrival in Australia: A 80% cancellation fee applies.

Important Note: Production will begin 48 hours after the order is placed.
Cancellation fees include costs associated with materials, processing, and restocking.

Order Modification Fees (Change Color/Size/Style)

If you request to modify the order after production starts, fees are charged as follows:

• Before Shipping: A 20% modification fee of the order amount.
• After Shipping/After arrival in Australia: A 50% modification fee of the order amount.

Agreement

By placing an order on Plosia.com, you agree to the terms stated in this Cancellation & Return Policy. We reserve the right to update this policy at any time. Any changes will be published on our website or Help Center.

If you have any questions or require assistance with a return or refund, please do not hesitate to contact us at support@plosia.com