Refund Policy
Last edited: May 13, 2023
Due to the custom nature of our products, we are unable to accept cancellations once your order has been accepted. However, we strive to ensure a positive experience for our customers, and if you change your mind before production has started, please contact us immediately. In some cases, we may be able to halt the production process and provide a refund for the amount you have paid, excluding any costs incurred in processing and manufacturing your order. Please note that this option is not guaranteed.
Receiving Goods
We kindly request that you inspect the goods within 1-2 hours of receiving them and inform us of any damage, defects, or missing parts. This should be done upon opening the packaging, and we will require clear pictures of the box label and any issues with the shutters. Please exercise caution when opening the boxes to prevent any marks or damage. We are not responsible for marks, holes, scratches, or defects resulting from your misuse, negligence, improper installation, improper cleaning, or general wear and tear. To report any issues, please provide us with the necessary evidence within a couple of hours of receiving the products before installation takes place.
If your goods are defective upon delivery, you have rights under the Australian Consumer Law. The available remedies depend on whether the defect is major or minor. We encourage you to contact us to discuss your options. Potential remedies may include a replacement, repair within a reasonable timeframe, credit, or refund, as required by the Australian Consumer Law.
In cases where a refund or replacement is provided, we reserve the right to collect the goods at our expense. You must grant us reasonable access to your premises for the collection. However, if you personally collected the products form us then sadly the product needs to be returned to us at your cost., Any defective items should be returned to us at your expense when collecting the new replacement, if applicable. The goods must be returned in the same condition as received and in their original packaging to avoid further damage during the return process.
To activate the warranty, please contact us using the provided details to arrange the return of the goods along with the original sales invoice and receipt. For ready-made shutters, transport costs for the first 3 months of the warranty period will be covered (only if we delivered the product to you). After the initial 3 months, you will be responsible for returning any defective goods. As our office is not equipped to receive large packages, we will provide instructions on where to send the goods.
Please note that this warranty is non-transferable. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a major failure occurs, you are entitled to a replacement or refund, as well as compensation for any other reasonably foreseeable loss or damage. If the goods fail to meet acceptable quality standards and the failure is not major, you have the right to have them repaired or replaced.
