This Returns & Refunds Policy applies to purchases made from Smartview Building Pty Ltd (ABN 30 625 645 169) trading as The House of Z (“we”, “us”, “our”).

We are committed to providing quality products and complying with the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty or Damaged Products

If you receive a product that is faulty, damaged, or not as described, please contact us as soon as possible after receiving your order.

To assist with your request, please provide:

• your order number
• a description of the issue
• photos of the product and packaging where applicable

We may ask you to return the product so that we can assess the issue.

Where a product is confirmed to be faulty or damaged, we will offer one of the following remedies in accordance with Australian Consumer Law:

• repair
• replacement
• refund

If a return is required, we will provide instructions and may cover reasonable return shipping costs where required by law.

Change of Mind Returns

We understand that sometimes you may change your mind.

At this stage, change of mind returns may be accepted at our discretion, provided that:

• the return request is made within 14 days of delivery
• the product is unused and in original condition
• the product is returned in its original packaging
• proof of purchase is provided

If a change of mind return is approved:

• return shipping costs are the responsibility of the customer
• original shipping costs are non-refundable
• a refund will be issued once the returned item has been received and inspected

We reserve the right to refuse change of mind returns that do not meet these conditions.

Items Not Eligible for Change of Mind Returns

For hygiene, safety, or practical reasons, some items may not be eligible for change of mind returns if they have been:

• used
• assembled
• damaged after delivery
• not returned in original packaging

Refunds

Approved refunds will be processed using the original payment method used for the purchase.

Please allow 5–10 business days for the refund to appear in your account depending on your financial institution.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

If your order has not yet been dispatched, we may be able to cancel and refund your order.

If the order has already been dispatched, the return will be treated under the change of mind return policy above.

Return Shipping

If a return is approved, we will provide instructions on how to return the product.

Customers are responsible for ensuring returned items are packaged securely to prevent damage during transit.

We recommend using a tracked shipping method, as we cannot be responsible for items lost during return shipping.

How to Request a Return

To request a return or report an issue with your order, please contact us:

Email: admin@thehouseofz.com.au
Business: Smartview Building Pty Ltd T/As The House of Z
ABN: 30 625 645 169

Please include your order number and details of the issue in your message.

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Last updated: March 2026