Refunds & Returns Policy
30-Day Return Period
We offer a 30-day return request period from the date the product is delivered to the purchaser or their nominated delivery location.
All return requests must be submitted in writing within 30 days of delivery. Requests made after 30 days may not be accepted.
Approval is required before any item is returned.
Change of Mind Returns
Due to the size, freight costs, and nature of our products (many of which are allocated or prepared specifically for each order), returns are not automatically accepted.
All return requests must first be reviewed and authorised by our team.
Returns sent without prior approval may be refused and returned to the sender at the sender’s expense.
Approved Returns
If a return is approved, the following conditions apply:
The purchaser is responsible for all freight and transport costs to our nominated depot.
An administration and/or repacking fee may apply.
Returned goods are not accepted until physically received and inspected at our depot.
Items must be returned in original, unused, and undamaged condition.
Items showing signs of installation, use, modification, or handling damage may be rejected.
Rejected items will be returned to the purchaser at the purchaser’s expense.
The purchaser agrees to cover reasonable inspection and handling costs if return conditions are not met.
Custom & Special Orders
Custom-built, made-to-order, allocated, or specially sourced products cannot be cancelled or returned once production, preparation, or allocation has commenced.
If a cancellation is approved before delivery:
Refunds will only be processed once the product has been successfully reallocated or resold.
Cancellation and restocking fees may apply.
Non-Returnable Items
The following items are generally not eligible for return:
Custom or modified products
Installed or used items
Products damaged due to misuse, improper handling, or incorrect installation
Items returned without prior authorisation
Damaged or Faulty on Arrival
If your product arrives damaged or faulty:
You must notify us within 48 hours of delivery
Provide clear photos and a description of the issue
Do not install or use the product
We will arrange repair, replacement, or refund where required.
Refund Processing
Approved refunds will be processed after:
The returned goods have been received
Inspection has been completed
All return conditions have been met
Refunds may take up to 10 business days to process after approval.
Refunds will be issued using the original payment method unless otherwise agreed in writing.
Important Notes
We reserve the right to deny a refund where:
The return request is made after 30 days
Return instructions were not followed
The item is not in original condition
The product has been installed, used, or altered
The return was not authorised prior to shipment back to us