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

Change of Mind

If you change your mind, simply return the products to us in its original packaging and saleable conditions within 30 days from the date of order. We’ll issue a refund to your original payment source after we receive your return.

• 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 return your item – 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.
• 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 through your sales ticket as soon as possible. Include a description of the damage and images demonstrating the damage.

• Items damaged will need to be assessed to determine if damage is minor or major and depending on outcome 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.
  
  
• Timeframe for resolution may vary dependant upon level of damage and solution required. We will endeavour to resolve the issue as promptly as possible.

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 lodge a support ticket as soon as possible. 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.

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.

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For further information please see: Warranty Policy