Customer information
Returns and refunds
Help with a problem, an exchange or a change of mind. Retail and Trade customers can contact us here.
Prepared for local review: 18 October 2026
1. Faulty, damaged, incorrect or misdescribed goods
Our products carry consumer guarantees where the Australian Consumer Law applies. For a major failure you can choose a refund or replacement; other failures may be remedied by repair within a reasonable time. If we cannot or will not fix a minor failure within a reasonable time, further remedies are available. Compensation for reasonably foreseeable loss or damage may also be available. Contact us as the seller; you do not have to pursue the manufacturer instead.
These rights are separate from the change-of-mind offer below. They are not limited to 30 days, regular-priced goods or unused goods, and original packaging is not a condition of a statutory claim. Sale items, custom-made goods and eligible business purchases retain applicable legal protections. A manufacturer warranty expiry does not necessarily end your rights.
2. How to get help or request a return
Complete our returns and warranty request form or notify our team by email with your order number or other proof of purchase, the product and quantity, and a description of the issue. Photos of the product and packaging can help us assess it; we will offer another reasonable way to provide information if needed. Stop installing or using an item if it appears unsafe or incorrect.
Please report transit damage or missing items within 24 hours of delivery. This helps us meet courier claim and insurance deadlines. Include your order details, photos of the parcel, packaging and affected items, and details of anything missing. Keep the packaging while we investigate. Late notification may affect our ability to recover costs from the courier or insurer.
Before sending anything back, submit the form or contact us first so we can provide the appropriate return address and instructions. An old address, product origin or invoice address should not be assumed to be the returns destination. Asking you to contact us first does not make statutory rights conditional on a discretionary approval.
3. Return freight for a product problem
If goods have a confirmed problem covered by consumer guarantees, we pay or reimburse reasonable return costs. Keep freight receipts. For items that are large, heavy or difficult to remove, contact us so we can arrange an appropriate collection or return solution.
We do not deduct a restocking, handling or payment-processing fee from a statutory remedy, or treat original delivery as automatically non-refundable for faulty goods. We will address delivery costs and other losses according to the remedy you are entitled to. No courier claim deadline in this policy limits consumer guarantees.
4. Our 30-day change-of-mind offer
For standard stocked products, including sale items, request a change-of-mind return within 30 days after delivery. Products must be unused, uninstalled, unmodified, in resaleable condition and complete with their supplied parts and packaging. Pack them securely and return them within a reasonable time after receiving the instructions.
A 5% restocking fee applies to accepted change-of-mind returns. It is calculated on the price actually paid for the returned items, including applicable GST and after discounts; delivery is excluded from the calculation. For example, an item bought for $100 has a $5 restocking fee, leaving $95 before any applicable shipping deduction explained below.
You pay change-of-mind return freight. Original delivery charges are not refunded for a change of mind. If your order was dispatched with free shipping, a $25 shipping and handling contribution is deducted from an accepted change-of-mind refund, in addition to the 5% restocking fee. The $25 applies once per original order, not per item or return request, and only where this condition formed part of the terms provided when you purchased. We will explain the deductions before processing your refund; they cannot exceed the refund otherwise payable. No $25 deduction applies to a cancellation before dispatch or to a remedy under the Australian Consumer Law. For an exchange, the replacement delivery charge is shown and agreed before the replacement is sent. We do not add a separate payment-processing deduction.
For purchases made through our earlier website, the change-of-mind terms provided at the time of purchase apply. Updating this policy does not retrospectively introduce new deductions or reduce your existing rights.
This voluntary offer does not apply to bespoke fabrication, made-to-order or specially modified products identified as such before purchase. These exclusions and the 5% fee never apply in place of a statutory remedy. Contact us if unsure which type of return applies.
5. Cancellations, backorders and custom work
Contact us promptly to request a change or cancellation. For a standard stocked order that we can stop before dispatch, we do not apply the change-of-mind restocking fee. If it has already been dispatched, the change-of-mind return conditions may apply.
We will tell you about known backorder delays. If we cannot supply on the agreed timing or within a reasonable time, contact us for a suitable solution, including any refund you are entitled to. Refunds for a failure to supply are not reduced by a payment-processing fee.
For custom design or fabrication, the agreed written quotation governs payment stages and reasonable cancellation costs for work done or unrecoverable commitments. We will explain any proposed charge; a deposit is not automatically forfeited. Applicable statutory rights remain in place.
6. Refunds and exchanges
We process refunds within 2 business days of receiving the returned item. Refunds ordinarily go to the original payment method. Your bank or payment provider may take additional time to make the funds available; contact us if an expected refund does not appear.
Refunds are based on the amount actually paid. We will explain any permitted change-of-mind deductions before processing. An exchange depends on stock and your agreement about any price difference and delivery. Statutory remedies are not restricted to store credit.
7. Trade purchases
The same separation between statutory rights and change-of-mind conditions applies to Trade accounts. Returned merchandise reduces qualifying spend under the Trade account terms and can change the tier for future orders; paid orders are not repriced. A retained restocking fee does not count as qualifying merchandise spend.
8. Warranty enquiries and product care
Use the returns and warranty request form or email us about a product fault. Tell us when it appeared, how the product has been used and installed, and include proof of purchase and photos if available. A product does not need to be resaleable for us to assess a fault claim.
We do not offer a separate store-wide fixed-term warranty. Any additional product-specific warranty offered with your purchase operates alongside consumer guarantees, not instead of them. Statutory rights depend on the product and circumstances and do not end automatically on a fixed anniversary.
Ordinary wear, damage caused by misuse, incompatible modification or incorrect installation may differ from a manufacturing defect; we assess the cause rather than automatically excluding every opened, installed or commercially used product. Any entitlement to removal, reinstallation or other reasonably foreseeable loss is assessed under applicable law, not subject to a blanket product-price cap.
9. If an issue remains unresolved
Contact our team by email with the outcome you are seeking. You can also seek assistance from NSW Fair Trading or your state or territory consumer agency. The ACCC explains consumer remedies; it does not resolve individual disputes.