Refund and Return Policy

Last Updated: February 25, 2026

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 (major failure), 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

Important Notice

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 about your consumer rights, visit: www.accc.gov.au or contact us at support@cagumodu.com

Need Help? Please include your order number when contacting our customer support team for any product issues.

Return Policy

Standard Products (In-Stock Items)

30-Day Return Window:

You have 30 days from delivery to return standard products
Products must be in original condition, unused and unassembled
Original packaging required (where possible)
Proof of purchase required

Change of Mind Returns:

Available for standard, in-stock products only
Product must be unused and in original packaging
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.

Exchange Policy

We offer product exchanges when replacement is the most appropriate solution.

When Exchange is Available

✓ Transport Damage:

Major structural damage affecting function
Parts damaged beyond repair during shipping
Missing components that cannot be sent separately

✓ Wrong Item Received:

Wrong product model delivered
Wrong size or dimensions
Wrong colour or finish
Item doesn't match your order confirmation

✓ Manufacturing Defects:

Product doesn't function as designed
Structural defects affecting use
Quality issues covered under warranty

Exchange Requirements

1. Report Within 7 Days

Your order number
Photos or videos clearly showing the issue
Detailed description of the problem

2. Stock Availability

Exchanges processed only if replacement item is currently in stock
If unavailable: We will offer a full refund or partial compensation based on the issue

3. Return for Inspection

We may require the damaged or incorrect item to be returned to our warehouse for assessment
If approved under this policy, we cover all shipping costs (both return and re-delivery)

Exchange NOT Available For

❌ Change of mind (refund or credit may be offered instead for standard products)
❌ Minor surface scratches or cosmetic issues that don't affect product use
❌ Damage occurring after delivery due to improper handling, assembly, or use
❌ Products that have been assembled, modified, or used
❌ Custom-made products (unless defective or doesn't match specifications)

Questions about exchanges? Contact support@cagumodu.com

Refund Process

How Refunds Work

All approved refunds are issued through your original payment method.

Refund Processing Timeline

Step 1: Return Received & Inspection

We inspect returned items within 5 business days of receipt
You'll receive an email update on the inspection status

Step 2: Refund Approval & Processing

Once approved, refund is processed within 2 business days
You'll receive email confirmation when refund is issued

Step 3: Payment Processing Time Time for funds to appear in your account (from our processing):

Credit card refunds: 3-10 business days
PayPal refunds: 3-5 business days
Bank transfer refunds: 5-10 business days

Total Estimated Time: 10-20 business days from when we receive your return.

What Gets Refunded

Full Refund Includes:

Product purchase price
Original shipping fees (for faulty products only)

Deductions May Apply:

Return shipping costs (for change of mind returns)
Restocking fee (if applicable, communicated in advance)
Payment processing fees (see below)

Payment Processing Fees

Important Notice: Payment processing fees and transaction charges imposed by third-party payment providers (credit card companies, PayPal, Afterpay, etc.) are non-refundable and will be deducted from the refunded amount.

These fees are charged and retained by independent financial institutions and are beyond our control. We do not bear or reimburse such charges.

Example:

Original purchase: $1,000
Payment processing fee: $15
Refund amount: $985

Custom-Made Products

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

What Qualifies as Custom-Made

A product is considered custom-made if:

You specified dimensions different from our standard sizes
You selected custom colours, finishes, or materials
You requested modifications to standard designs
The product page indicated "Made to Order" or "Custom"
You received a personalized quote before ordering
The order confirmation email specified "Custom Order"

Not Sure if Your Order is Custom? Check your order confirmation email or contact us at support@cagumodu.com

Before Production Starts

Full Flexibility:

You will receive an order confirmation email with all specifications
Review carefully and confirm all details are correct
Changes and adjustments can be made before production begins
Full refund available if you cancel before production starts
No cancellation fees apply

After Production Begins

Limited Cancellation:

Custom orders cannot be canceled for change of mind once production starts
25% cancellation fee applies to cover material costs already incurred
We will clearly notify you when production begins via email

After Shipment

Significant Cancellation Fee:

75% cancellation fee applies to cover production and logistics costs
This reflects the substantial investment in creating your custom furniture

Returns for Custom Products

Change of Mind:

Custom products are NOT eligible for return due to change of mind
This is because they are made specifically to your specifications

Your Rights Under ACL: Custom products can still be returned or refunded if:

✓ The product has a major failure (structural defect, safety issue)
✓ The product doesn't match the agreed specifications
✓ The product has a manufacturing defect
✓ The product is not fit for the agreed purpose
✓ There is a significant difference from samples or descriptions

Production Timeline

Typical Production Time:

Custom furniture: 8-12 weeks
Delivery: Additional 1-2 weeks
Total timeline: 9-14 weeks from order confirmation

We Keep You Updated:

Production start notification
Progress updates at key milestones
Shipping notification with tracking
Delivery scheduling

Questions about your custom order? Contact support@cagumodu.com anytime.

Repair Services & Warranty

Our Warranty Coverage

Warranty Period:

3 years from delivery date for all products (standard and custom)
Covers manufacturing defects and workmanship issues
Valid for the original purchaser only

What's Covered Under Warranty

✓ Manufacturing Defects:

Structural defects in materials or construction
Hardware failures (hinges, drawer slides, etc.)
Finish defects (peeling, bubbling, cracking)
Assembly defects in factory-assembled components

✓ Functional Issues:

Drawers that don't open/close properly due to manufacturing error
Doors that don't align correctly
Components that break under normal use

What's NOT Covered

❌ Normal Wear and Tear:

Minor scratches from regular use
Fading from sunlight exposure
Natural wood variations and grain patterns

❌ Misuse or Accidents:

Damage from improper use
Accidental damage (spills, impacts, burns)
Use of harsh cleaning chemicals

❌ Improper Assembly:

Damage caused during customer assembly
Incorrect assembly leading to defects

❌ Environmental Damage:

Water damage from flooding or spills
Sun damage from prolonged exposure
Damage from extreme temperatures or humidity

❌ Modifications:

Alterations made after delivery
Repairs attempted by unauthorized parties

How to Request Warranty Service

Step 1: Contact Us Email: support@cagumodu.com with:

Order number
Product name/SKU
Photos clearly showing the defect
Description of the problem
Purchase date

Step 2: Assessment

Our team will review within 2 business days
We may request additional information or photos
We'll determine if issue is covered under warranty

Step 3: Resolution If covered under warranty, we will provide ONE of the following at no charge:

Replacement parts shipped to you with installation instructions
On-site repair arranged at your location (metro areas)
Product replacement (for major defects that cannot be repaired)
Partial refund (if repair/replacement is not feasible)

Timeline: Most warranty claims are resolved within 10-15 business days.

Out-of-Warranty Repairs

After Warranty Period:

We can still provide replacement parts (charges apply)
We can arrange repair services (fees apply)
Contact us for a repair quote

Spare Parts:

We keep common spare parts in stock
Parts typically ship within 5 business days
Installation instructions included

Pre-Order Cancellation

Cancellation Fees

Before Production Begins:

Full refund available (100% refund)
No cancellation fees
Contact us as soon as possible

After Production Begins:

25% cancellation fee applies
Covers material costs already incurred
75% of payment refunded

After Shipment:

75% cancellation fee applies
Covers production and logistics costs
25% of payment refunded

How to Cancel

Contact Us Immediately:

Email: support@cagumodu.com
Include your order number
State reason for cancellation

We Will Confirm:

Current production status
Applicable cancellation fee (if any)
Refund amount
Processing timeline

Refund Processing

Cancellation fees (if applicable) are deducted
Remaining amount refunded to original payment method
Processing time: 7-10 business days
You'll receive email confirmation

Note: For change-of-mind cancellations, payment processing fees charged by third-party providers are non-refundable.

Delivery Information

Standard Delivery Timeframes

Standard Products (In Stock):

Sydney Metro: 5-10 business days
Melbourne Metro: 7-12 business days
Brisbane Metro: 7-12 business days
Other metro areas: 10-15 business days
Regional areas: 15-25 business days

Custom-Made Products:

Production time: 8-12 weeks
Delivery: Additional 1-2 weeks
Total: 9-14 weeks from order confirmation

Delivery Partners

Our Carriers:

Third-party carriers such as Allied Express
Sydney, Brisbane, and Melbourne metro: Our dedicated local delivery partners
More flexible scheduling in metro areas
Attentive customer service

Damaged During Delivery

If Your Product Arrives Damaged:

Immediate Action Required:

Inspect upon delivery - Check for visible damage before signing
Note damage on delivery receipt - Write description and take photos
Contact us within 48 hours:
- Email: support@cagumodu.com
- Include: Order number, photos of damage, description

We Usually Reply Within 1 Business Day

Our Resolution:

Assessment of damage from photos
Replacement parts shipped (for minor damage)
Full product replacement (for major damage)
We handle all claims with the carrier
All costs covered by us

Important: Do not dispose of damaged items or packaging until we've assessed the claim.

Delivery Delays

Delivery times may be affected by:

Public holidays and peak seasons
Extreme weather conditions
Remote or difficult-to-access locations
Customs clearance (for imported items)

We'll Keep You Informed:

Shipping notification with tracking number
Updates on any delays
Delivery scheduling coordination

Items We Cannot Accept for Return

Subject to your rights under Australian Consumer Law, we cannot accept returns in the following circumstances:

Change of Mind Returns NOT Accepted For:

❌ Assembled Furniture:

Any product where screws have been inserted
Parts that have been connected together
Products that have been unpacked and assembled

❌ Installed Products:

Items fixed to walls, floors, or ceilings
Built-in furniture or cabinetry
Products where installation materials have been used

❌ Custom-Made Products:

Made-to-order furniture
Products made to your specifications
Items with custom dimensions, colours, or finishes
(Unless defective - see Custom-Made Products section)

❌ Clearance or Final Sale Items:

Products marked as "Final Sale"
Clearance items (unless defective)
Discontinued models on special

❌ Modified or Altered Products:

Products that have been modified after delivery
Items with aftermarket additions
Furniture that has been painted or refinished

❌ Damaged Due to Misuse:

Products damaged through incorrect use
Damage from improper storage conditions
Items kept in unsuitable environments

Damage NOT Covered for Returns:

❌ Minor Cosmetic Issues:

Small surface scratches that don't affect function
Minor dents or marks that don't impact structural integrity
Slight colour variations (see Important Notes below)

❌ Damage After Delivery:

Improper assembly by customer
Incorrect use or application
Exposure to weather (for indoor products)
Storage in damp or unsuitable conditions
Damage during customer's move or relocation

Still Eligible for Return:

Even if an item falls into the categories above, you can still return it if:

✓ Unopened Standard Products:

Unused and in original sealed packaging
Within 30-day return window
Not custom-made

✓ Manufacturing Defects:

Report within 7 days of delivery
Provide photos showing the defect
Covered regardless of assembly status

✓ Shipping Damage:

Report within 48 hours of delivery
Note damage on delivery receipt
Provide photos of damage

✓ Wrong Item Received:

Report within 7 days
Item doesn't match order confirmation
Even if opened or partially assembled

Your ACL Rights Always Apply

Important: Even if an item cannot be returned under our change-of-mind policy, your rights under Australian Consumer Law for faulty, defective, or misrepresented products are NOT affected.

If you believe a product has a defect or doesn't meet consumer guarantees, contact us regardless of the circumstances.

How to Request a Return

Step-by-Step Return Process

Step 1: Contact Us

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

Include:

Your order number
Product name and SKU
Reason for return (defect, wrong item, change of mind, etc.)
Photos showing any defects or damage
Your contact information
Preferred resolution (refund, exchange, repair)

Step 2: Await Authorization

We Will Review and Respond:

Initial response: Within 24 hours (business days)
Full assessment: Within 2 business days
You'll receive a Return Authorization (RA) number
Return shipping address will be provided
Return instructions included

⚠️ IMPORTANT: Do not return items without an RA number. Unauthorized returns may not be accepted or processed.

Step 3: Prepare Your Return

Packaging:

Use original packaging if available
If original packaging unavailable: Use sturdy box with adequate padding
Remove or cover any old shipping labels
Secure all parts and hardware

Include:

Return Authorization (RA) number - write clearly on outside of box
Copy of original invoice or packing slip
All accessories, manuals, and hardware
Any free gifts or promotional items received with the product

Step 4: Ship the Return

For Faulty Products:

We provide a prepaid shipping label
OR we reimburse your shipping costs upon approval
Use the carrier we specify

For Change of Mind Returns:

You arrange and pay for return shipping
Use a trackable shipping method
Insure valuable items
Keep your tracking number

Return Address: (Address will be provided with your RA number - may vary by product location)

Primary Warehouse: CaGu MoDu Unit C, Building 6, 161 Manchester Road Auburn, NSW 2144 Australia

Step 5: Track Your Return

Keep your shipping receipt and tracking number
Track your return shipment
We'll email you when we receive the item

Step 6: Inspection & Resolution

Our Process:

Inspection within 5 business days of receipt
Email update on inspection results
If approved:
- Refunds processed within 2 business days
- Replacements shipped within 3-5 business days
If not approved: We'll contact you to discuss options

Step 7: Receive Your Refund or Replacement

Refunds:

Processed to original payment method
See Refund Process for timelines

Replacements:

Shipped with tracking number
Standard delivery timeframes apply

Need Help?

Questions during the return process?

Email: support@cagumodu.com
Phone: +61 468 069 835
We're here to help make returns as smooth as possible

Important Notes

Colour Variations

Important Information About Product Colours:

Due to monitor settings, screen calibration, and lighting conditions, actual product colours may differ slightly from images displayed on our website.

To See Actual Colours:

Contact customer service with the product SKU for actual product photos
Check verified customer reviews for real-world photos
Visit our showroom in Auburn, Sydney (by appointment: support@cagumodu.com)

Please Note:

Slight colour variations are not considered a product defect
Colour differences due to screen display are not grounds for return under our change-of-mind policy
Your statutory rights under Australian Consumer Law are not affected
If the product is significantly different from the description, ACL rights apply

Assembly Instructions

For Products Requiring Assembly:

Follow assembly instructions carefully
Use correct tools as specified
Do not over-tighten screws
Ensure product is on a level surface
Two people recommended for large items
Contact us if instructions are unclear BEFORE assembling

Remember: Damage caused during assembly is not covered for returns, but manufacturing defects are always covered.

Care and Maintenance

To Keep Your Furniture in Best Condition:

Indoor Furniture:

Keep away from direct sunlight (may cause fading)
Maintain stable humidity levels
Clean with appropriate products only
Use coasters and placemats to protect surfaces

Outdoor Furniture:

Follow care instructions provided
Cover when not in use (if recommended)
Clean regularly to prevent buildup
Store indoors during extreme weather (if possible)

Proper care helps maintain warranty coverage.

Product Inspection Upon Delivery

Check Your Items Immediately:

Inspect packaging for external damage
Open carefully and check contents against packing list
Examine product for any defects or damage
Test functionality (drawers, doors, mechanisms)
Report issues within 7 days for fastest resolution

Early detection helps us resolve issues quickly!

Frequently Asked Questions

General Questions

Q: How long do I have to return a product?

A: 30 days from delivery for standard products in unused condition. Custom products cannot be returned for change of mind. Report defects within 7 days for fastest resolution.

Q: Do I need the original packaging to return an item?

A: Original packaging is preferred but not always required. For change-of-mind returns, products should be in original packaging. For defective items, we'll work with you even without original packaging.

Q: Can I return a product I've already assembled?

A: Assembled products cannot be returned for change of mind. However, they can still be returned if defective or damaged during shipping (report within 7 days).

Custom Products

Q: Can I return custom-made furniture?

A: Custom furniture cannot be returned for change of mind as it's made specifically to your specifications. However, custom products can be returned if they're faulty, defective, or don't match agreed specifications. Your ACL rights always apply.

Q: How do I know if my order is custom-made?

A: Check your order confirmation email. Custom orders will be clearly marked. Products with non-standard dimensions, custom colours, or special modifications are custom-made.

Q: Can I cancel my custom order after production starts?

A: Yes, but a 25% cancellation fee applies to cover material costs. Contact us immediately if you need to cancel.

Returns & Refunds

Q: How long does a refund take?

A: Total time is typically 10-20 business days from when we receive your return: 5 days for inspection, 2 days for processing, then 3-10 days for your bank/card company to process.

Q: Will I get my shipping costs refunded?

A: Original shipping costs are refunded only for faulty products or our errors. For change-of-mind returns, original shipping is non-refundable.

Q: Who pays for return shipping? A: We cover return shipping for faulty products or our errors. For change-of-mind returns (standard products only), you're responsible for return shipping costs.

Q: What are payment processing fees?

A: These are fees charged by credit card companies, PayPal, or other payment providers. They're imposed by financial institutions and are non-refundable (typically 1-3% of purchase price).

Exchanges

Q: Can I exchange a product for a different one?

A: Exchanges are available for damaged items, wrong items, or defects. For change-of-mind on standard products, we recommend returning for refund and placing a new order to ensure you get what you want.

Q: What if the replacement is out of stock?

A: If we cannot provide an exchange due to stock availability, we'll offer a full refund or partial compensation based on the situation.

Warranty

Q: How long is the warranty?

A: All products come with a 3-year warranty from delivery date, covering manufacturing defects and workmanship issues.

Q: What does the warranty cover?

A: Manufacturing defects, structural issues, hardware failures, and finish defects. Normal wear and tear, misuse, and accidental damage are not covered.

Q: How do I make a warranty claim?

A: Email support@cagumodu.com with your order number, photos of the issue, and a description. We'll respond within 2 business days.

Shipping & Delivery

Q: What if my item arrives damaged?

A: Contact us within 48 hours with photos. We'll arrange repair, replacement, or refund at no cost to you. Don't discard damaged items or packaging until we've assessed the claim.

Q: Can I track my delivery?

A: Yes, you'll receive a tracking number when your order ships. For custom orders, we provide updates throughout production and shipping.

Q: What areas do you deliver to?

A: We deliver Australia-wide. Sydney, Melbourne, and Brisbane metro areas have faster delivery times. Regional areas may take longer.

Contact & Support

Q: How can I contact customer service?

A: Email support@cagumodu.com (response within 24 hours on business days) or call +61 468 069 835 during business hours.

Q: What are your business hours?

A: Monday-Friday: 9:00 AM - 5:00 PM AEST. We respond to emails within 24 hours on business days.

Q: Where is your warehouse located?

A: Our main warehouse is in Auburn, NSW. We have storage facilities in multiple locations - we'll provide the correct return address when you request a return.

Still Have Questions?

We're Here to Help:

Email: support@cagumodu.com
Phone: +61 468 069 835
Response time: Within 24 hours (business days)

Contact Us

Get in Touch

Customer Support Email:
support@cagumodu.com

Phone:
+61 468 069 835

Response Time:
Within 24 hours (business days)

Business Hours

Monday - Friday: 9:00 AM - 5:00 PM AEST
Weekend: Closed

Public Holidays: Closed (response times may be longer)

Visit Our Warehouse

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

Showroom Visits:
By appointment only - Email support@cagumodu.com to schedule

What to Include When Contacting Us

For Faster Service, Please Provide:

Your order number
Product name or SKU
Clear description of your question or issue
Photos (if reporting damage or defect)
Your preferred contact method

Acceptance of This Policy

By making any purchase on our website, you acknowledge and agree that you have read, understood, and agreed to this Returns, Refunds, Repairs and Cancellation Policy.

Policy Updates

We reserve the right to update or modify this policy at any time. Changes will be posted on this page with an updated "Last Updated" date.

Significant Changes:

We will notify customers of material changes via email
Changes apply to purchases made after the update date
Previous policy versions available upon request

Australian Consumer Law

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

If there is any inconsistency between this policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

Thank you for choosing CaGu MoDu. We're committed to your complete satisfaction with our products and service.

Questions? Contact support@cagumodu.com or call +61 468 069 835

Last Updated: February 25, 2026
CaGu MoDu - Premium Commercial & Custom Furniture
ABN: 92 695 731 956