Returns & Exchanges

Consumers are protected under Australian Consumer Law and our returns policy reflects consumer guarantees.

Change of Mind

If you change your mind we have a simple returns process we require you to follow:

1. Contact our product support team to receive authorisation to return, they will provide you with the necessary RMA number.
   • If you purchased your item online, please reply to the sales ticket opened when you purchased your goods.
   • If you bought the item in store please use our contact form or call (08) 6186 4420 to open a support ticket.
2. Return the products to us in its original packaging and in saleable condition within 30 days from the date of order.
3. We’ll issue a refund to your original payment source after we receive your return.

Please note:

• Unsolicited returns (those returned without an RMA number) may not be accepted and will be subject to a $60 unauthorised return processing fee.
• You can return your purchase for up to 30 days from the purchase date.
• Products must be must be unused, in original packaging and in saleable condition.
• Refund will be based on the original purchase price.
• If you decide to return your purchase then we’ll refund the purchase price, less delivery fees (to cover the outward delivery costs).
• We’ll issue a refund to your original payment source after we receive your return.
• The customer is responsible for return shipping cost.
• To complete your return, we require a receipt or proof of purchase.

Change of mind returns are not usually possible on special orders and custom orders which are not part of our usual product range. In some cases we may be able to accommodate this but returns will be subject to a 30% restocking fee.

Please get in touch using our contact form to discuss your change of mind refund options.

Products Delivered Faulty or Damaged

We try our best to ensure that all products are shipped free from defects. In the case that you do receive a faulty product upon delivery, we will take all necessary steps to resolve this in alignment with consumer guarantees.

If items arrive damaged, please notify us as soon as possible. If it is necessary to go through the warranty process, please be aware this can take some time.

The first step is to contact our product support team:

• If you purchased your item online, please reply to the sales ticket opened when you purchased your goods. Include a description of the damage/fault and images demonstrating the damage/fault where possible.
• If you bought the item in store please use our contact form or call (08) 6186 4420 to open a support ticket. Include a description of the damage/fault and images demonstrating the damage/fault where possible.
• Authorisation to return products is required. The product support team will provide you with the necessary RMA number to facilitate this.

Please note:

• Unsolicited returns (those returned without an RMA number) may not be accepted and will be subject to a $60 unauthorised return processing fee.
• Damaged or faulty items must be assessed by our technical support team. They have a wealth of experience and can diagnose problems and in many cases find solutions in-situ without the need for product return.
• The support team will determine if damage is minor or major and depending on the outcome, your case will be handled as is required under consumer guarantees:
  • Minor damage – repair, refund or replacement at our discretion.
  • Major damage – repair, refund, replacement or you keep the goods and receive compensation for the drop in value – at your discretion.
    
    
• The time frame for resolution may vary dependent upon level of damage and solution required. We will endeavour to resolve the issue as promptly as possible.
• If a return to supplier for warranty assessment is required this can take some time.
• Faults and damage caused by incorrect use or install are not covered by warranty.
• If an item is sent for assessment and and found to be in working order, a no fault fee may apply.

Products which Develop a Fault

Consumer guarantees state that products should last for a reasonably expected amount of time given cost, quality and representations made as long as they are used normally. Our Warranty Policy outlines the warranty process, warranty requirements and coverage generally and for specific product lines.

If purchased products develop a fault, please notify us as soon as possible. If it is necessary to go through the warranty process, please be aware this can take some time.

• If you purchased your item online, please reply to the sales ticket opened when you purchased your goods. Include a description of the fault and images of your system and if possible images demonstrating the fault and our technical support team will get back to you.
• If you bought the item in store please use our contact form or call (08) 6186 4420 to open a support ticket. Include a description of the fault and images of your system and if possible images demonstrating the fault and our technical support team will get back to you.
• Authorisation to return products is required. The product support team will provide you with the necessary RMA number to facilitate this.

Please note:

• Unsolicited returns (those returned without an RMA number) may not be accepted and will be subject to a $60 unauthorised return processing fee.
• Damaged or faulty items must be assessed by our technical support team. They have a wealth of experience and can diagnose problems and in many cases find solutions in-situ without the need for product return.
• The support team will determine if damage is minor or major and depending on the outcome, your case will be handled as is required under consumer guarantees:
  • Minor damage – repair, refund or replacement at our discretion.
  • Major damage – repair, refund, replacement or you keep the goods and receive compensation for the drop in value – at your discretion.
    
• The time frame for resolution may vary dependent upon level of damage and solution required. We will endeavour to resolve the issue as promptly as possible.
• If a return to supplier for warranty assessment is required this can take some time.
• Faults and damage caused by incorrect use or install are not covered by warranty.
• If an item is sent for assessment and and found to be in working order, a no fault fee may apply.

Repairs

In alignment with our ethos of sustainability and the principles of the waste hierarchy, repair is always our preference, where possible.

Refunds and Exchanges

• For change of mind returns refer to specific guidelines above.
• Refunds will be based on the purchase price.
• We will cover return shipping for faulty or damaged items.
• We will dispatch your replacement product (subject to availability) once we receive the faulty or damaged goods.
• To process all returns and exchanges we require a receipt or proof of purchase.

For further information please see: Warranty Policy