Refund policy

Your rights under the Australian Consumer Law come first

Nothing in this policy limits or replaces your rights under the Australian Consumer Law (ACL). If a product is faulty, unsafe, damaged on arrival, or not what you ordered, you are entitled to a remedy regardless of anything else written below.

Faulty, unsafe, damaged or incorrectly supplied products

Your remedy depends on whether the problem is a major failure or a minor failure under the ACL.

For a major failure, you can choose a refund or a replacement. You can choose a repair instead if you prefer, but we cannot insist on repairing a major failure when you want a refund or replacement.

For a minor failure, we may choose to repair the product free of charge. If we cannot repair it, or do not repair it within a reasonable time, you can seek another remedy available under the ACL, including a refund or replacement where applicable, or you can have it fixed elsewhere and recover the reasonable cost from us.

You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by a failure to meet a consumer guarantee.

There is no restocking fee or processing fee on a legitimate ACL claim, and we will cover reasonable return costs where we are legally responsible for them. Original packaging makes an assessment easier but is not a condition of your claim. You can deal with us directly on a warranty or fault issue — we will not just point you at the manufacturer and walk away. There is no fixed deadline that cuts off your right to raise an ACL claim.

The change-of-mind conditions, time limits, packaging requirements and exclusions set out below apply only to change-of-mind returns. They do not restrict your rights under the ACL for faulty, unsafe, damaged or incorrectly supplied products.

Change of mind

If you change your mind about a standard-stock product, contact us within 30 days of delivery. To qualify:

• The product must be unused, not installed, not put into service, and in resalable condition.
• You need proof of purchase and our approval before sending anything back.
• You pay the return freight.
• There is no restocking fee.
• Once we have inspected the item, we will process your refund.
• Original delivery charges are excluded from the refund where the law allows this.

Made-to-order, cut-to-length and specially sourced products

Once we have started cutting, fabricating or sourcing a made-to-order, cut-to-length or special-order item, it is excluded from change-of-mind returns. That exclusion never applies to a genuinely faulty, unsafe, damaged or incorrectly supplied product. If a custom piece turns up wrong or unsafe, your ACL rights apply the same as anything else on this site.