1. How Refunds Are Processed
- Refund Method: If a refund is approved under our ACL obligations, the refund will be executed directly back through your original payment gateway.
- Processing Lead Times: While we initiate approved refunds within 48 business hours, payment platforms can take between 10 to 15 business days to reflect the funds on your statement.
2. Change of Mind Policy
- No Change-of-Mind Refunds: Please choose carefully. Due to the high cost of heavy freight, customs entry, and logistics handling, we do not accept returns or offer refunds, exchanges, or store credits for change-of-mind, structural misuse, or local council planning/permit rejections.
- Pre-Dispatch Cancellations: If you request a cancellation before your kit has departed the main holding warehouse, a 15% administrative and restocking fee will be deducted from your total refund to cover specialised handling and transaction platform fees.
3. Consumer Guarantees & Faulty Goods
Our returns policy fully aligns with the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure of a component.
- Component Inspection Window: Upon delivery of your flat-pack kit, the purchaser has 7 business days to unbox, inspect, and report any missing components, severe manufacturing defects, or structural transit damage to our support team.
- Remedy Process: If a component is deemed genuinely defective under the ACL, we will prioritise replacing the specific damaged component at our expense. If a complete product replacement or refund is required, it must be officially approved by our management team before return transit is initiated.