Refund Policy
Change of Mind
Consumer Guarantees and Your Rights Under the Australian Consumer Law
30 Day Money Back Guarantee
- Within 30 days of receipt, you may be eligible to return your product for a refund given your item is unused and unopen and in the original packaging as received without any tampering.
- Items returned must include all relevant documents (eg. Warranty certificates, user manuals and any extra attachments), tags and accessories.
- Any returns found to be used or have signs of damage will immediately void the refund.
- Our return policy does not cover change of mind or compatibility issues. Please carefully check to ensure you carefully preview your product before making a purchase.
- If you have already opened and used your item, our team may in some special conditions approve a refund however we will charge a restocking fee of 25% of the RRP.
- Call us and begin the troubleshooting process within 30 days from the date of purchase.
- One of our customer care specialists will then begin the process of troubleshooting or help you use the product according to our suggested use suggestions.
- The returned items should include all accessories and parts included in the box as delivered, any missing items will void the 30-day money back guarantee.
Cancellation Policy
Effective Date: 1st January 2022
At INFINITI Massage Chairs Australia, we take pride in providing high-quality massage chairs, many of which are custom-manufactured to suit specific customer preferences. To maintain fairness and transparency, we have outlined the following Cancellation and Refund Policy that applies to all orders placed through our business.
- Order Acknowledgement
By placing an order with INFINITI Massage Chairs Australia, you agree to the terms outlined in this Cancellation & Refund Policy, in conjunction with our Terms and Conditions provided at the time of purchase or on your invoice.
- Custom & Made-to-Order Products
Many of our massage chairs, including the Royale 8D and other premium models, are made-to-order and manufactured based on your selected specifications (e.g., colour, features, size). These orders are entered into our production schedule upon confirmation and incur significant manufacturing and freight commitments.
- Change of Mind & Order Cancellation
We understand that circumstances may change. However, the following conditions apply:
- If you wish to cancel your order after it has been placed and accepted, a cancellation fee of 20% of the total purchase amount will apply.
- This fee covers administrative handling, order processing, and costs incurred due to production allocation.
- Cancellation requests must be submitted in writing via email to: hello@infinitimassagechairs.com.au
Note:
If production has already commenced or the chair has already been shipped, cancellation may not be possible, or further deductions may apply (e.g., shipping and return freight costs).- Refund Processing
Approved refunds will be processed within 10 business days of receiving your written cancellation request and confirmation from our accounts department. Refunds will be issued using the original method of payment, minus the applicable cancellation fee or other applicable costs.
- Delays in Production or Delivery
Our team will always communicate estimated lead times at the time of purchase. While we do our best to meet delivery timeframes, delays can occur due to factors such as high demand, backorders, supplier delays, or freight disruption.
- If your chair is delayed, we will keep you informed.
- A delay does not entitle you to a full refund unless the delay is unreasonable, not communicated, or constitutes a major failure under the Australian Consumer Law (ACL).
- In such cases, you may be eligible for a full refund or other remedies under the ACL.
- Your Consumer Rights
Nothing in this policy overrides your statutory rights under the Australian Consumer Law. You are entitled to a refund or replacement in the event of a major product failure, or if goods are not delivered within a reasonable time, provided that the delay or issue was not reasonably disclosed or agreed upon.
We are committed to working with all customers in good faith and providing clear, honest communication throughout your order process.