Zentai Living values each customer. We like to build a lasting relationship with every new order. We strive to provide you with a positive buying experience and a quality product. Should you, for any reason, not be satisfied with your order please contact us immediately. We fully adhere to your consumer rights as outlined by the Office of Fair Trading (in Australia).
Ordering
Our shopping cart is secured with a 256 bit encryption for your security. All payments are being processed by the reputable NAB payment gateway (National Australia Bank). No banking or credit card details are being stored on our server. We only save your name and contact details to process the order.
If, for whatever reason, you don't want to proceed with an online order you may also email your order to info@zentai.com.au. If you require further assistance to choose the right product, please feel free to call our friendly staff on (02) 6685 6722 during business hours (9.30am to 5.00pm Monday-Friday, and until 1.30pm on Saturdays, we are closed on Sundays and all Public Holidays).
Payment Methods
We accept the following methods of payment: Credit Card (Visa, MasterCard and Debit Cards only), direct deposit into our bank account, money order, personal or business cheque. If you choose to pay via any form of cheque, please email us your order to info@zentai.com.au or call us on (02)6685 6722. All cheque payments require 7 days to clear prior to shipment. Our secure online payment system uses state of the art security tools and techniques with 128-bit encryption, to ensure that all data you submit is not compromised.
Cancellation or Orders
Please be aware, that once an order has been dispatched we cannot accept any cancellations. Due to hygiene regulations bedding in general is excluded from returns. We comply with all relevant consumer legislation in Australia.
Shipping and Handling
Most items will be dispatched from our Byron Bay warehouse within 10 to 14 business days (except for futons which take 4 weeks in production) from receipt of payment. After dispatch, shipping time to most capital cities is usually 5-10 business days / country & rural locations will take longer as local on-forwarders are used. We ship all large /oversized items ( such a as Tatami, Latex Mattresses , Futons and bed frames ) with third party nationwide courier service via Brisbane or Gold Coast.
Please contact our office for out of stock items; if we plan to restock the item we can usually quote a delivery time prior to you ordering. Delivery times for some out of stock items can be delayed due to changes in shipping schedules, dock strikes, container x-rays, trans-shipments, carrier delays and overseas suppliers changing dates.
Dates are estimates only and we apologise in advance for any delays that may be experienced.
Our deliveries are done by third parties, are kerbside - on ground floor / front door basis, and will take place during business hours – Monday to Friday 9am-5pm.. For heavy or bulky items you will need to organise help to carry the furniture inside. For special delivery needs ( such as a removalist 2 person delivery ) please contact us for a quotation.
Delivery does not include assembly, installation or removal of old furniture.
All freight rates are being calculated by the shopping cart and apply to one postcode only. Should you want to order for a number of different delivery addresses, then please place a new order for each address, or contact our office, phone (02) 6685 6722, if you would like to discuss volume pricing. Please note that freight for most of our our items is calculated by the size of your order (cubic meters), the carrier and your location within Australia. Please review our shipping page for more detail.
All our shipping costs are inclusive of insurance.
Inspection of goods received
General:
All goods should be inspected within 5 days after collection or delivery. If there are any issues such goods do not comply with the relevant specifications or descriptions, then written notice is required within 5 days of collection or delivery. Outside of this time the goods are deemed to have been accepted in good order and condition.
Mattresses:
All our mattresses (Organic Latex and Futon styles) are rolled for packaging and are slightly compressed for transport purposes - It is required that mattresses be unpacked immediately on receiving.
Warranties
All Zentai Living products come with warranties. Please check below for details:
Latex Mattresses carry a 10 year warranty
Toppers carry a 4 year warranty
Futons carry a 24 month warranty
Furniture carries a 12 month warranty
Most accessories carry a 3 - 5 year warranty
Pocket Spring mattresses carry a 2 year warranty
Return Policy
In the unlikely event that your item arrives damaged, please follow these steps:
- If the packaging is obviously damaged please point the damage out to the delivery driver, and either put a written note on the delivery paper (which the driver keeps), or insist, that the driver provides you with a written and signed acknowledgement, or only sign for the receipt of the goods “subject to inspection”;
- Send us pictures and a description of the damage along with your order number to info@zentai.com.au, or call us on (02)6685 6722, prior to returning any items.
We will arrange a pick-up through our contracted freight forwarding company. Please note that we don't accept returns through other transport companies due to costs and possible product damage. Please ensure that you return every item it in its original, unmarked condition, and package it to the same standard as you received it.
Our return address is
Zentai Living
1/8 Banksia Drive
Byron Bay [NSW] 2481
Phone: (02) 6685 6722
Fax: (02) 6685 8233
Once we receive the returned products we will issue your refund or product exchange as agreed upon by phone. Please note that damages are rare due to the care taken in the packaging and transit of our goods.
Pricing and Product Availability
We exercise great caution in trying to avoid errors in pricing and product information. If such mistakes occur, we reserve the right to correct them. We apologize in advance for any inconvenience this may cause.