Order Cancellation & Refunds
In accordance with Australian Consumer Law (ACL), we reserve the right to cancel and refund any order where fulfilment is deemed impractical, unavailable, or commercially unreasonable. This may include, but is not limited to:
- Excessive or unrealistic freight costs
- Remote or restricted delivery locations
- Accidental pricing or website errors
- Unauthorised discounts or promotions
- Stock availability issues
- Transport disruptions or unforeseen events, including natural disasters
This applies even where the website has automatically calculated shipping costs and payment has been completed.
If an order cannot be fulfilled, we will notify you as soon as possible and provide a full refund of all amounts paid, including shipping charges.
We are committed to providing reliable service and will always aim to find the most efficient and cost-effective delivery solution before cancelling an order.
Change of Mind Returns
Our change of mind returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.
If you wish to return an order due to change of mind, the following conditions apply:
- Return requests must be approved prior to sending goods back
- Products must be unused, unopened, and in original packaging
- Return shipping costs are the customer’s responsibility
- The customer is responsible for ensuring goods are returned safely and without damage
If your original order included free shipping or subsidised delivery, the original shipping cost paid by us may be deducted from the final refund amount.
Refunds will be processed once returned goods have been received and inspected.
Damaged or Missing Items Policy
To ensure prompt resolution and allow claims to be lodged with freight carriers, the following procedure must be followed carefully.
1. Inspect Goods Upon Delivery
All deliveries must be inspected immediately upon arrival.
Please check:
- Product condition
- Quantity received
- Packaging integrity
2. Reporting Timeframe
Any damaged, defective, or missing items must be reported within 24 hours of delivery.
Please contact our customer support team and include:
- Order number
- Description of the issue
- Clear photos of damaged products
- Photos of all packaging, labels, and outer cartons
3. Retention of Goods & Packaging
Do not dispose of damaged items or packaging materials.
These may be required for:
- Freight inspection
- Return processing
- Insurance or transport claims
4. Failure to Report Within 24 Hours
If damage or shortages are not reported within 24 hours of delivery, we may be unable to submit a claim with the freight provider and therefore may not be able to accept responsibility for the loss or damage.
5. Assessment & Resolution
Once your claim has been received, we will assess the matter with the relevant freight provider and determine an appropriate outcome.
Depending on the circumstances, resolutions may include:
- Replacement of damaged or missing items
- Partial refund or store credit
- Return and replacement arrangement
- Other reasonable resolution options
For minor cosmetic damage that does not affect installation or functionality, a partial compensation solution may be offered instead of replacement.
6. Returns for Damaged Goods
In certain cases, damaged products may need to be returned before a replacement or refund can be issued.
Return instructions will be provided by our customer support team where required.
By placing an order through our website, you acknowledge and agree to the terms of this Returns, Refunds & Damaged Goods Policy.
If you have any questions regarding your order, delivery, or returns process, please contact our customer support team and we will be happy to assist you.