Refund policy

All orders are final once confirmed.

We do not accept cancellations, returns, exchanges or refunds for:

• change of mind;
• incorrect colour, style, product or quantity selected by the customer;
• excess, surplus or leftover materials;
• products that are no longer required;
• incorrect measurements, calculations or wastage allowances;
• products ordered based on estimates, online calculators, plans or measurements supplied by the customer or a third party;
• natural variations in colour, grain, texture, pattern, knots, shade or finish;
• differences between samples, display images and delivered products that arise from natural variation, screen settings, lighting or production batches;
• goods that have been opened, unpacked, altered, cut, installed, glued, damaged, improperly stored or otherwise used;
• special-order, clearance, discounted, discontinued or custom-sourced products; or
• delays that do not constitute a failure under the Australian Consumer Law.

Customers must carefully check all product details, quantities, dimensions, pack coverage, specifications, colours and delivery or collection arrangements before placing an order.

Once an order has been submitted, we may commence sourcing, allocating, transferring or preparing the goods immediately. We are not required to approve any cancellation or amendment.

If we agree, at our sole discretion, to cancel or amend an order, we may deduct or charge any supplier fees, freight charges, handling costs, payment-processing fees, administrative costs, restocking fees and other costs incurred by us. Approval of one cancellation or return does not create an obligation to approve any future request.

Customers must inspect all goods immediately upon collection or delivery and before opening packs or commencing installation.

Any visible damage, shortages, incorrect products or apparent manufacturing concerns must be notified to us in writing as soon as reasonably practicable, together with:

• the order number;
• clear photographs of the products, packaging, labels and batch numbers;
• details of the quantity affected; and
• any other information reasonably requested by us.

The customer must not install, cut, glue, alter or dispose of any product that is alleged to be incorrect, damaged or defective until we have been given a reasonable opportunity to inspect and assess it.

Installation, cutting, gluing, alteration or continued use of goods may constitute acceptance of all visible characteristics and defects that should reasonably have been identified before installation.

We reserve the right to inspect and assess any goods before determining whether a remedy is available. Customers must retain the affected goods and make them reasonably available for inspection.

Nothing in this section excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified under the Australian Consumer Law.