Refund and Return Policy

Last Updated: February 25, 2026

1. Your Rights Under Australian Consumer Law

Nothing in our policies limits your rights under the Australian Consumer Law (ACL).

Under the Australian Consumer Law, you have guaranteed rights for products and services you purchase from us.

Consumer Guarantees

All products must be:

• Of acceptable quality
• Match descriptions and samples shown
• Fit for the purpose you bought them for
• Delivered within a reasonable time

Your Rights for Major Failures

If a product has a major problem, you can choose to:

• Reject the product and receive a full refund
• Reject the product and receive an identical replacement (if available)
• Keep the product and receive compensation for the drop in value

A major failure occurs when:

• The product has a serious defect or safety issue
• The product is significantly different from the sample or description
• The product doesn't do what you asked for and can't easily be fixed
• Most people wouldn't have bought it if they'd known about the problem

Your Rights for Minor Failures

If the problem is minor, we can choose to provide:

• Free repair within a reasonable timeframe
• Replacement with an identical or similar product
• Refund if repair or replacement is not possible

Our return policy is in addition to your rights under the Australian Consumer Law and does not limit or replace those rights.

For more information: www.accc.gov.au or contact us at support@cagumodu.com.

2. Return Policy

Standard Products (In-Stock Items)

30-Day Return Window

• Products must be unused, unassembled, in original condition
• Original packaging required where possible
• Proof of purchase required

Change of Mind Returns

• Available for standard in-stock products only
• Return shipping costs are your responsibility
• Original shipping fees are non-refundable
• Payment processing fees are non-refundable

Faulty Product Returns

• We cover all return shipping costs
• Full refund including original shipping fees
• Report within 7 days of delivery for fastest resolution

Custom-Made Products

Custom-made furniture has special terms. See the Custom-Made Products section below.

3. Exchange Policy

When Exchange Is Available

• Transport damage affecting function
• Wrong item received (model, size, colour)
• Manufacturing defects

Exchange Requirements

Contact us within 7 days of delivery with:

• Order number
• Photos or videos showing the issue
• Detailed description

Exchanges processed only if replacement item is in stock. If unavailable, we'll offer a full refund or compensation.

Exchange NOT Available For

• Change of mind
• Minor cosmetic issues that don't affect use
• Damage after delivery due to improper handling or assembly
• Products that have been assembled, modified, or used
• Custom-made products (unless defective)

4. Refund Process

All approved refunds are issued through your original payment method.

Timeline

Total time: No more than 20 business days from when we receive your return.

What Gets Refunded

Full refund includes: Product price + original shipping (faulty products only)

Deductions may apply:

• Return shipping costs (for change of mind)
• 20% restocking fee
• Payment processing fees (non-refundable)

5. Cancellation Policy

Contact support@cagumodu.com immediately with your order number to cancel.

6. Custom-Made Products

Important: Custom-made furniture is manufactured specifically to your requirements and cannot be resold.

What Qualifies as Custom-Made

A product is custom-made if:

• Custom dimensions, colours, finishes, or materials
• Modifications to standard designs
• Marked as "Made to Order" or "Custom"
• Personalized quote received before ordering

Returns for Custom Products

Change of Mind

• Once production starts: 50% material cost charge for cancellation
• Once shipped: No refunds available (unless quality issue or delivery problem)
• Review all specifications carefully before confirming

Your Rights Under ACL

Custom products can be returned if:

• Major failure (structural defect, safety issue)
• Doesn't match agreed specifications
• Manufacturing defect
• Not fit for agreed purpose

Delivery Timeframe

• Production: 7–15 business days
• Shipping: 25–35 business days
• Total: 32–50 business days

Note: May be affected by customs delays or public holidays. We'll keep you updated.

7. Warranty

Coverage

• 3-year warranty on all products (12 months for hardware/mechanical components)
• Covers manufacturing defects and workmanship issues
• Valid for original purchaser only

What's Covered

• Structural defects in materials or construction
• Hardware failures (hinges, drawer slides)
• Finish defects (peeling, bubbling, cracking)
• Components that break under normal use

What's NOT Covered

• Normal wear and tear
• Misuse, accidents, or harsh cleaning chemicals
• Improper assembly or installation
• Environmental damage (water, sun, extreme temperatures)
• Unauthorized modifications or repairs

How to Claim

Email support@cagumodu.com with:

• Order number and product name
• Photos showing the defect
• Description of the problem

We'll respond within 2 business days. Most claims resolved within 10–15 business days.

8. Damaged During Delivery

Action Required

• Inspect before signing delivery receipt
• Note damage on receipt and take photos
• Contact us within 48 hours: support@cagumodu.com

We'll arrange replacement parts or full replacement at no cost. Do not dispose of damaged items until we assess the claim.

9. Items We Cannot Accept for Return

Change of Mind Returns NOT Accepted For

• Assembled, installed, or used products
• Custom-made products
• Clearance or final sale items
• Modified or altered products

Still Eligible for Return If

• Manufacturing defects (report within 7 days)
• Shipping damage (report within 48 hours)
• Wrong item received (report within 7 days)

Your ACL rights always apply for faulty, defective, or misrepresented products.

10. How to Request a Return

Step 1: Contact Us

Email: support@cagumodu.com
Subject: Return Request - Order #[Your Order Number]

Include: Order number, product name, reason for return, photos (if defective), preferred resolution.

Step 2: Await Authorization

We'll respond within 24 hours with a Return Authorization (RA) number and return instructions.

Important: Do not return items without an RA number.

Step 3: Ship the Return

• Use original packaging if available
• Include RA number on outside of box
• For faulty products: We provide prepaid label or reimburse costs
• For change of mind: You arrange and pay for shipping

Step 4: Inspection & Resolution

• Inspection within 5 business days
• Refunds processed within 2 business days once approved
• Replacements shipped within 3–5 business days

11. Important Notes

Colour Variations

Actual product colours may differ slightly from website images due to monitor settings and lighting.

To see actual colours:

• Contact customer service for actual product photos
• Check verified customer reviews
• Visit our showroom in Auburn, Sydney (by appointment)

Slight colour variations are not considered defects and are not grounds for return under change-of-mind policy.

Assembly Instructions

• Follow instructions carefully
• Use correct tools and don't over-tighten screws
• Contact us if unclear BEFORE assembling

Damage during assembly is not covered, but manufacturing defects are always covered.

Product Inspection

Check items immediately upon delivery:

• Inspect packaging for damage
• Check contents against packing list
• Examine product for defects
• Test functionality
• Report issues within 7 days

12. Frequently Asked Questions

How long do I have to return a product?

30 days for standard products in unused condition. Report defects within 7 days.

Can I return assembled products?

Not for change of mind, but yes if defective (report within 7 days).

Can I return custom furniture?

Not for change of mind. Yes if faulty or doesn't match specifications.

How long does a refund take?

10–20 business days total from when we receive your return.

Who pays return shipping?

We cover it for faulty products. You pay for change-of-mind returns.

How long is the warranty?

3 years for all products (12 months for hardware components).

What if my item arrives damaged?

Contact us within 48 hours with photos. We'll arrange replacement at no cost.

Can I track my delivery?

Yes, you'll receive a tracking number when your order ships.

13. Contact Us

Email: support@cagumodu.com
Phone: +61 480 889 770

Business Hours: Monday–Friday, 9:00 AM–5:00 PM AEST

Response Time: Within 24 hours (Business Days)

Warehouse & Showroom:
Unit C, Building 6
161 Manchester Road
Auburn, NSW 2144

Showroom visits by appointment only.

This policy operates in addition to your rights under Australian Consumer Law and does not limit, exclude, or replace those rights in any way.

CaGu MoDu — Premium Commercial & Custom Furniture

Last Updated: February 25, 2026
ABN: 92 695 731 956