Return Policy

Order Cancellation

 

Orders may be cancelled prior to dispatch. If you contact us before your order has been shipped, we will cancel your order and provide a full refund. Once an order has been shipped, it cannot be cancelled and must follow the return process outlined below.

 

 

Change-of-Mind Returns

 

If you change your mind, you may return your item within 30 days of delivery.

 

Conditions:

  • A 10% restocking fee applies to change-of-mind returns.
  • Customers are responsible for return shipping costs
  • Original shipping costs (if any) are non-refundable.
  • Items must be unused, uninstalled, unmodified, and returned in original packaging and condition.
  • Proof of purchase is required.

 

To initiate a return, please contact us at sales@crystalchandelier.com.au with your order number. We will provide return instructions and a Return Case Number to ensure your return is processed correctly.

 

Once a Return Case Number is issued:

 

  • Please send the item back to our warehouse address (13/ 265 Parramatta Road, Auburn NSW 2144).
  • Items must be sent using a tracked shipping method.
  • Returns sent without a Return Case Number may experience delays in processing.

 

Once your return is received and inspected:

 

  • A 10% restocking fee and any non-refundable original shipping costs will be deducted from the refund.
  • The remaining refund will be processed to the original payment method within 5 business days.
  • These conditions apply to change-of-mind returns only and do not affect your rights under the Australian Consumer Law.

 

 

Exchanges

 

We accept exchanges within 30 days of delivery. Exchanges are treated as change-of-mind returns and are subject to the same conditions and restocking fees outlined above. Please contact us to arrange and exchange and we will provide you with return instructions.

 

 

Damaged, Defective, or Incorrect Items

 

If your item arrives damaged, defective, or incorrect, we will provide a repair, replacement, or refund in accordance with the Australian Consumer Law. Please inspect your order upon delivery and contact us as soon as possible if you notice any issues.


To lodge a claim, please email us with:

 

  • Your order number.
  • A description of the issue.
  • Clear photos of the item and packaging.

 

If required, we will arrange return of the item at no cost to you. If your claim is valid and meets the Australian Consumer Law requirements, we will provide a replacement, repair, or full refund. Refunds will be processed within 5 business days after the item is received or the claim is verified.

 

Warranty

 

For products that develop a fault within the applicable warranty period, please refer to our full Warranty Policy.

 

 

Australian Consumer Law

 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

 

 

Crystal Chandelier Australia is owned and operated by:

Zodiac Lighting Pty Ltd

Address: 13/ 265 Parramatta Road Auburn NSW 2144

ABN: 87 641 093 281

ACN: 641 093 281

Email: sales@crystalchandelier.com.au

Phone: +61 2 8068 1715

Contact & Opening Hours: Monday-Sunday (7 days), 11:00am - 5:00pm (AEDT)