Terms & Conditions

Returns Policy

Tora Sumi offers a 7 day return policy on all unopened products except those sold on a ‘No Return Basis’. We also offer a return policy on products that are ‘Damaged in Transit’ or ‘Incorrectly Shipped’. Details of our ‘No Return Basis’, ‘Damaged in Transit’ and ‘Incorrectly Shipped’ policies are provided below.

This Returns Policy forms part of, and is to be read in conjunction with, Tora Sumi’s Terms and Conditions of Purchase. Tora Sumi may, at its sole option, revise any part of this Returns Policy from time to time without notice. Prices and availability are subject to change without notice. Typographical, product description, pricing, images and other errors are subject to correction, even after orders and/or payment are accepted. Under certain circumstances, products will not be eligible for return, and not all products that are eligible for return are to be returned to Tora Sumi. Carefully review all return policies (below) before making your purchase. If you still have questions after reading our Returns Policy, please do not hesitate to contact our Customer Service Staff on 61 02 9818 5045 or by e-mail at services@thedesignhunter.com.au.

Returns Procedure

All goods to be returned, whether defective or not, will require acceptance from Tora Sumi before they can be returned. To obtain a Return Authorisation Number, please contact our Customer Service staff by telephone on 02 9818 5045 or by e-mail at shop@torasumi.com.au .

You will need to supply the following information, most of which will be on your packing slip or invoice before we can issue a Return Authorisation Number:

* Name and contact details of original purchaser.

* Our reference number

* Name of product to be returned

* Date on packing slip or invoice

* Reason for return

* Your name and contact details.

Each Return Authorisation Number is only valid for one (1) product and must match the product authorised for return.

Return Authorisation Numbers are only valid for 7 days, so we must receive the returned product into our warehouse within this period; otherwise, the return may not be accepted if it is returned as ‘Unopened Product’ (see below).

It is the customer’s responsibility to ensure that all products are suitably packaged in order to prevent damage during return shipping. The customer must not write on or attach labels to the product being returned; otherwise, the return may not be accepted if it is returned as ‘Unopened Product’.

A copy of the original packing slip or invoice, or other proof of purchase, must be included with the returned product. With proof of purchase we offer a replacement of the product or credit note, not a refund.

The Return Authorisation Number should be clearly visible on the outside of the product-shipping carton and addressed to the following address (unless otherwise directed):

Tora Sumi
381 Darling Street Balmain, NSW 2041

The customer is responsible for all costs associated with return of the product to Tora Sumi and Tora Sumi will not pay or reimburse any associated costs.

Tora Sumi recommends that products returned by post be sent by registered or certified mail. Tora Sumi accepts no responsibility for loss or damage occurring in transit on return to Tora Sumi .

If a product is not ‘Damaged in Transit’ or otherwise returnable under this Returns Policy, and is not returned to us in the original unopened packaging, it may be returned to you at your cost.

As an alternative to the above, you could personally visit one of Tora Sumi’s retail outlets with the product you wish to return and a copy of the packing slip, invoice or other proof of purchase.

If the product is eligible for return, you can then complete a ‘Request for Return’ form at the time of returning the product and have a Return Authorisation Number issued. With the exception of ‘Unopened Product’ (see below), we cannot process the return immediately, and will process the return via the same procedures as detailed above once the product is received by our staff at the retail outlet.

In the event that a product develops a fault that appears to have been caused during its manufacture or otherwise prior to purchase (excluding, for example, faults due to wilful damage, environmental conditions or customer misuse post-purchase), you should notify our Customer Service staff immediately upon noticing the fault.

No returns will be accepted in any instances where the customer has changed their minds.

Damaged in transit product

In the event that you receive a product that appears to have been ‘Damaged in Transit’ that is, damaged in transit from Tora Sumi to you, you should:

* refuse to accept delivery of the product,

* direct the courier to ‘Return goods to sender’ and

* notify our Customer Service staff immediately.

If you have already accepted delivery, and then notice that the product appears to have been damaged in transit, you should notify our Customer Service staff immediately.You will be issued with a Return Authorisation Number in accordance with the above procedures.

If possible, you should package and address the product for return in accordance with the above procedures (see ‘Return Procedures’). To minimise processing time and potential difficulties in proving the cause of damage, we recommend that all ‘Damaged in Transit Products’ be returned to Tora Sumi within 14 days of purchase.

For products which are determined by Tora Sumi to be damaged in transit, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Incorrectly shipped product

In the event that you receive a product that is different to the one ordered (‘Incorrectly Shipped Product’), you should notify our Customer Service staff immediately upon receipt of the product. You will be issued with a Return Authorisation Number in accordance with the above procedures. If possible, you should package and address the product for return in accordance with the above procedures (see ‘Return Procedures’).

For all ‘Incorrectly Shipped Products’, a credit will be issued for the original purchase price of product returned and the freight costs associated with the initial delivery to you.

We will arrange for the product to be collected from you for return to Tora Sumi.

If it is found by Tora Sumi that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Please note that events such as willful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Unopened product

Except for product sold on a ‘No Return Basis’ as detailed below, Tora Sumi offers a 14-day return policy for product in its original, unopened and undamaged packaging.

You must contact our Customer Service staff within 14 days of shipping of the product; otherwise, we cannot authorise a return.You will be issued with a Return Authorisation Number in accordance with the above procedures .

You will need to package and address the product for return in accordance with the above procedures (see ‘Return Procedures’).

You will need to arrange for return delivery of the product to the address listed in the above procedures. Tora Sumi will not pay nor reimburse any costs associated with a customer-organised shipment of ‘Unopened Product’.

For products which are found to be in their original, unopened and undamaged packaging, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If it is found by Tora Sumi that the product was shipped correctly (for example, where you have ordered the wrong product by mistake), it will be returned to you unless validly returned under one of the other policies contained in this Returns Policy. If it is returned to you, you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice.

Faulty product

In the event that the product you have received is faulty on receipt or develops a fault, you may be able to return it under one of the ‘Dead on Arrival’, Damaged in Transit Product’ procedures above. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

In such cases, our Tora Sumi Extended Warranty or the manufacturer’s warranty may also apply. Please refer to the procedures below in relation to manufacturers’ warranties

Manufacturer’s return policy product

If a manufacturer offers to accept opened product for return, then we will honour the manufacturer’s returns policy where it involves us as the retailer.

The manufacturers returns policy will direct you to either :

* return the product directly to the manufacturer, its agent or a third party service provider; or

* return the product to the retailer from whom the product was originally purchased.

If the manufacturer directs you to return the product to the manufacturer, agent or a third party, then you should arrange for the product to be returned as directed and otherwise in accordance with the manufacturer’s returns policy. The manufacturer will then organise any refund, repair or replacement payable under the policy.

If the manufacturer directs you to return the product to us as the retailer, then you should contact our Customer Service staff at least 7 days before the expiration date specified by the manufacturer; otherwise, the return may not be authorised in some circumstances.

You will be issued with a Return Authorisation Number in accordance with the above procedures, but you should specify that the goods are being returned under the manufacturer’s returns policy. You should also provide any additional information that may be required under the manufacturer’s returns policy.

Where possible (and to the extent consistent with the manufacturer’s returns policy),

* you will need to package and address the product for return in accordance with the above procedures (see ‘Return Procedures’)

and

* you will need to arrange for return delivery of the product to Tora Sumi at the address listed in the above procedures.

Tora Sumi will not pay or reimburse any costs associated with a customer-organised shipment unless it agrees to do so or is required to do so under this Returns Policy.

The product should be received by our warehouse within the period specified by the Manufacturer; otherwise, the return may not be authorised in some circumstances.

For products which are validly returned under a manufacturer’s return policy, a credit will be issued for the original purchase price of product returned less any freight costs associated with the initial delivery to you and the return delivery.

If the product has not been validly returned under a manufacturer’s return policy (or any other policy described in this Returns Policy), it will be returned to you and you will be invoiced a processing fee and freight costs associated with the return. These invoiced amounts will be payable by you within 30 days of receipt of invoice. Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Opened product

We will not accept any opened product for return unless the product is returnable under the express terms of this Returns Policy, or under an Tora Sumi Extended Warranty, a manufacturer’s warranty or other contract or statute.

Examples of conditions under which we would accept opened product are:

* ‘Dead on Arrival’ or ‘Damaged in Transit’ product.

* Product which develops a fault due to a cause occurring prior to purchase.

* Product that could be considered to be of unmerchantable quality.

* Product that fails to perform to the manufacturer’s specifications.

* Product that fails to perform as advertised.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

No return basis product

The term ‘No Return Basis’ means that, unless the product is ‘Dead on Arrival’, or ‘Damaged in Transit’, ‘Incorrectly Shipped’ or otherwise returnable under an Tora Sumi Extended Warranty, manufacturer’s warranty or other contract or statute, the product will not be accepted for return.

Examples of products sold on a ‘No Return Basis’ include:

* Products with a ‘No Return’ label.

* Products specially ordered for a customer.

* Product listed on the packing slip or invoice as ‘No Return’.

Examples of conditions under which we would accept ‘No Return Basis’ product are:

* ‘Dead on Arrival’ or ‘Damaged in Transit’ product.

* Product that could reasonably be considered to be of unmerchantable quality.

* Product that fails to perform to the manufacturer’s specifications.

* Product that fails to perform as advertised.

Please note that events such as wilful damage, misuse, unauthorised repair or tampering with a product may prevent a product being accepted for return.

Processing credits/refunds

A credit note will normally be issued within 7 days of us receiving the goods returned in accordance with this Returns Policy, with the exception of goods that are not obviously faulty and may require testing.

Where a product is returned because you believe it is faulty and the fault cannot be observed by our internal testing, the product may need to be tested by the manufacturer. In such cases, the testing process may result in delays of up to 28 days before we can determine whether a credit note will be issued.

The credit note which is issued can then be used as a payment against future purchases.

Manufacturer’s warranty

With the exception of products that are clearly marked as soiled, second hand, imperfect or damaged, all products, unless noted otherwise, are sold with a full manufacturer’s warranty. The warranty periods and service levels vary by manufacturer and product. If you are interested in purchasing an Tora Sumi Extended Warranty, please contact your Sales Consultant.

The following paragraphs must be read subject to any conditions, exclusions or qualifications contained in this Returns Policy, an Tora Sumi Extended Warranty, a manufacturer’s warranty or any other contract or statute.

All claims for warranty service outside 14 days should, in the first instance, be directed to the manufacturer or their its authorised service centre or agent.

If the manufacturer directs you to return the product to us as the retailer, then you must contact our Customer Service staff within 14 days of first noticing the problem for which you are claiming service under warranty, and at least 14 days before the expiration of the warranty period specified by the manufacturer otherwise we may not be able to authorise a return.

You will be issued with a Return Authorisation Number in accordance with the above procedures, but you will need to specify that the goods are being returned under the manufacturer’s warranty. You should also provide any additional information that may be required under the ‘Manufacturer’s Warranty’ procedures set out in this Returns Policy.

If possible, You should package and address the product for return in accordance with the above procedures (see ‘Return Procedures’).

You will need to arrange for return delivery of the product to the address listed in the above procedures. Tora Sumi will not pay, nor reimburse any costs associated with a customer-organised shipment under a manufacturer’s warranty.

The product must be received by our Balmain store at least 7 days prior to expiration of the manufacturer’s warranty period so as to allow sufficient time for the product to be returned to the manufacturer before the expiration of the warranty period.

Upon receipt of the product, Tora Sumi will return the product to the manufacturer or its authorised service Centre or agent for repair/ or replacement.

The product will be repaired/ or replaced at the sole discretion of the manufacturer. Should the manufacturer determine that the fault is not covered by the manufacturer’s warranty, then we will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

Once the product is returned to Tora Sumi by the manufacturer or its authorised service centre or agent, we will arrange return delivery of the product to you.

For products where the manufacturer has determined that the fault is not covered by the manufacturer’s warranty, we require payment of the manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you.

If you have problems contacting the manufacturer or its authorised service centre or agent, then please contact our Customer Service staff so that we can assist you with your warranty claim.

Non-warranty service and repairs

All claims for Service not covered by any kind of warranty should, in the first instance, be directed to the manufacturer or its authorised service centre or agent. If the manufacturer directs you to return the product to us as the retailer, then you must contact our Customer Service staff.You will be issued with a Return Authorisation Number in accordance with the above procedures, but you will need to specify that the goods are being returned for ‘Non-Warranty Service or Repairs’.

You will need to package and address the product for return in accordance with the above procedures (see ‘Return Procedures’).

You will need to arrange for return delivery of the product to the address listed in the above procedures. Tora Sumi will not pay or reimburse any costs associated with a customer-organised shipment for Non-Warranty Service or Repairs.

Upon receipt of the product, Tora Sumi will return the product to the manufacturer or its authorised service centre or agent for repair. The product will be repaired at the sole discretion of the manufacturer. Once the manufacturer has determined a repair cost, we will advise you of the quoted repair costs and ask if you wish to proceed with the repair. If you decide not to proceed with the repair, the manufacturer may charge you an inspection fee.

Once the product is returned to Tora Sumi from by the manufacturer or its authorised service centre or agent, we will arrange return delivery of the product to you.

We require payment of the manufacturer’s service charges and any costs associated with processing of the return prior to returning the product to you.

If you have problems contacting the manufacturer or its authorised service centre or agent, then please contact our Customer Service staff so that we can assist in getting your product repaired.