Returns & Refund Policy

Cinajus

Effective Date: Feb, 2026  Last Updated: Feb, 2026

1. Overview

Cinajus is committed to providing high-quality natural stone products.
Due to the nature of our products, certain conditions apply to returns and refunds.

This policy outlines your rights and responsibilities when returning goods.

Nothing in this policy excludes your rights under the Australian Consumer Law.

2. Change of Mind Returns

Due to the weight, handling requirements, and natural characteristics of stone products:

• Change of mind returns are accepted within 7 days of delivery, subject to approval.
  
  
• Products must be unused, undamaged, and in original packaging.
  
  
• Return requests must be submitted in writing.
  
  

Change of mind returns may be subject to:

• A restocking fee (up to 20%)
  
  
• Return freight costs (at the customer’s expense)
  
  

Custom-cut, special order, or clearance products are not eligible for change of mind returns.

3. Natural Stone Variation

Natural stone products may vary in:

• Colour
  
  
• Veining
  
  
• Texture
  
  
• Shade
  
  
• Size tolerance
  
  

These natural variations are not considered defects and are not grounds for return.

We strongly recommend reviewing samples prior to placing large orders.

4. Damaged or Faulty Products

Customers must inspect goods upon delivery.

If products are damaged or faulty:

• Note damage on delivery docket
  
  
• Notify Cinajus within 24 hours of delivery
  
  
• Provide photographs of the issue
  
  

If approved, Cinajus may:

• Replace the affected product
  
  
• Provide a credit
  
  
• Offer a refund (where applicable)
  
  

5. Australian Consumer Law

Under the Australian Consumer Law, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

6. Return Process

To request a return:

1. Contact Cinajus at [Insert Email]
   
   
2. Provide:
   
   
   • Invoice number
     
     
   • Product details
     
     
   • Reason for return
     
     
   • Supporting photographs (if applicable)
     
     

Returns must not be sent without prior approval.

Unauthorised returns may not be accepted.

7. Refund Processing

Approved refunds will be processed within 7–14 business days of receiving returned goods.

Refunds will be issued via the original payment method unless otherwise agreed.

Shipping costs are non-refundable unless required under Australian Consumer Law.

8. Return Shipping Responsibility

For approved change-of-mind returns:

• The customer is responsible for return freight costs.
  
  

For approved faulty or damaged goods:

• Cinajus will arrange or reimburse reasonable freight costs where required under Australian Consumer Law.
  
  

9. Non-Returnable Items

The following items are not eligible for return:

• Custom-cut or processed stone
  
  
• Special order items
  
  
• Clearance stock
  
  
• Products that have been installed