Refund policy
1. Your Rights Under Australian Consumer Law
This Return and Refund Policy applies to all products sold by Storied Technologies PTY LTD (“Zenframe”, “we”, “us”, or “our”), including Zenframe hardware devices, accessories, and digital services, and is designed to comply with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).
Nothing in this policy limits, excludes, or replaces your rights under Australian Consumer Law.
Under the ACL, you are entitled to a remedy if a product you purchase:
- Is unsafe, defective, or faulty
- Does not match its description or advertised features
- Does not perform as reasonably expected
Depending on the nature of the issue, you may be entitled to a refund, replacement, repair, or compensation.
2. Major Failures
A major failure includes situations where:
- The product is unsafe
- The product is significantly different from its description or sample
- The product has a defect that would have stopped you from purchasing it had you known about it
- The product cannot be repaired or the issue cannot be resolved within a reasonable time
For a major failure, you may choose:
- A full refund
- A replacement
- Compensation for any reasonably foreseeable loss or damage
3. Minor Failures
A minor failure is a problem that can be fixed within a reasonable timeframe.
For minor failures:
- We will repair the product or provide a replacement
- If repair or replacement is not completed within a reasonable time, you may request a refund or replacement
4. Change of Mind
We do not offer refunds or returns for:
- Change of mind
- Ordering the wrong product
- Finding the product cheaper elsewhere
- No longer needing the product
This does not affect your rights under Australian Consumer Law.
5. Exclusions
Refunds, replacements, or repairs will not be provided where:
- The product has been damaged due to misuse, neglect, or improper handling
- Damage results from unauthorised modifications or repairs
- The issue arises from failure to follow provided instructions or warnings
- Normal wear and tear has occurred
6. Proof of Purchase
To process a return, repair, or refund, you must provide valid proof of purchase, such as:
- Order confirmation email
- Receipt
- Invoice
- Transaction record
7. How to Make a Claim
To lodge a return or refund request, contact us at:
Email: help@zenframe.com.au
Please include:
- Your order number or proof of purchase
- A description of the issue
- Photos or videos where applicable
We will assess your claim promptly and in accordance with Australian Consumer Law.
8. Return Process
If a return is required:
- We will provide instructions on how and where to return the product
- Returned items must be packaged securely
- Do not return products without first contacting us
Return shipping costs will be handled in accordance with your rights under Australian Consumer Law.
9. Refund Processing
Approved refunds will be:
- Processed using the original payment method
- Issued within a reasonable timeframe after approval
Processing times may vary depending on your payment provider.
10. Repairs and Replacements
- Repairs may result in loss of stored data; we recommend backing up your device where possible
- Repairs or replacements may involve refurbished parts or refurbished units that meet quality standards
11. International Orders
If applicable, customs duties, taxes, or return shipping costs for international orders may not be refundable unless required by law.
12. Contact Us
If you have any questions about this Return and Refund Policy, contact: