Last Updated: 31 Oct 2024
At CPANTA PTY LTD, customer satisfaction is our priority. This Refund and Returns Policy outlines the conditions under which refunds, exchanges, and returns can be requested. Please read this policy carefully to understand your rights and our commitments.
1. Eligibility for Returns
Standard Products: We accept returns on standard products within 30 days of delivery, provided the items are unused, in their original packaging, and in resalable condition.
Custom Orders: Custom-made or personalized foam products are non-returnable and non-refundable unless there is a defect in materials or workmanship.
Machinery: Due to the specialized nature of our machinery, these items are only eligible for return if they are defective or damaged on arrival. Please inspect the machinery upon delivery and contact us immediately if there are any issues.
2. Initiating a Return
To initiate a return, please follow these steps:
- Contact Us: Email our customer service team at sales@cpanta.com.au or call us at 1300509952 within 14 days of receiving your item. Provide your order number, proof of purchase, and a description of the reason for return.
- Await Approval: Our team will review your request and provide you with a Return Authorization Number (RAN) if the return is approved.
- Shipping: Once approved, return the item in its original packaging with the RAN clearly marked on the outside. Return shipping costs are the customer’s responsibility unless the item is defective or incorrect due to our error.
Note: Items returned without a RAN may not be accepted.
3. Refund Process
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed as follows:
- Original Payment Method: Refunds will be issued to the original payment method used at the time of purchase. Processing times may vary based on your payment provider.
- Partial Refunds: In certain situations, partial refunds may be granted, such as for items not in their original condition, damaged items, or items returned outside of the return window.
4. Non-Refundable Items
Certain items are not eligible for refunds or returns, including:
- Custom-made foam products
- Machinery with wear and tear or that has been used
- Gift cards or promotional items
- Clearance or final sale items
5. Exchanges
If you need to exchange an item (for example, for a different size or specification), please contact us within 30 days of receiving your order. Exchanges are accepted only on standard products and are subject to availability. Return shipping costs for exchanges are the customer’s responsibility.
6. Damaged or Defective Items
We take great care to ensure that our products are of high quality. If your item is defective or arrives damaged:
- Contact Us Immediately: Please email [Your Contact Email] or call [Your Contact Number] within 48 hours of delivery.
- Proof of Damage: Include photos of the damaged or defective item and a description of the issue.
- Resolution: We will arrange for a replacement, repair, or refund, depending on the nature of the defect and the availability of the product.
7. Shipping Costs and Return Fees
- Customer Responsibility: Customers are responsible for the shipping costs associated with returns unless the return is due to a defective product or an error on our part.
- Restocking Fee: Certain large orders, custom items, and machinery returns may incur a restocking fee. This will be communicated to you before the return process is initiated.
8. Contact Us
For any questions or assistance with returns, refunds, or exchanges, please reach out to our support team:
CPANTA PTY LTD
1/19 Wise Ave., Seaford, VIC 3198 Australia
Email: info@cpanta.com.au
Phone: 1300509952