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Refund Policy 

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1. Australian Consumer Law Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product is faulty, damaged, or significantly not as described, you are entitled to a repair, replacement, or refund in accordance with your statutory rights.

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2. Change of Mind Returns (Panels Only) We understand that seeing the product in your space is important. We accept change-of-mind returns for acoustic panels subject to the following conditions:

  • Notification: You must contact us within 7 days of delivery.

  • Condition: Items must be unused, uninstalled, and in their original, undamaged packaging.

  • Resaleability: Items must be in a 100% resaleable condition upon inspection.

  • Exclusions: Custom-cut or specially ordered items are not eligible for change-of-mind returns.

 

3. Return Costs & Fees

  • Freight: Return shipping is the sole responsibility and cost of the customer.

  • Original Shipping: The original shipping charge (e.g., the $90 flat rate) is non-refundable for change-of-mind returns.

  • Restocking Fee: A reasonable restocking fee may apply to cover inspection and repacking costs. This fee will be disclosed at the time your return request is approved.

 

4.  Samples are provided for colour and finish reference only. Samples (and their associated $15 shipping fee) are non-returnable and non-refundable, except where required by the ACL.

 

5. Damaged, Faulty, or Incorrect Items If your order arrives damaged, is faulty, or the wrong item was supplied, please contact us within 48 hours of delivery at office@timberluxeinstallations.com.au with:

  • Your Order Number.

  • Clear photos of the issue (including the packaging).

  • A brief description of the fault or damage.

We will assess the claim and provide an appropriate remedy (repair, replacement, or refund) as per the ACL. For incorrect items supplied by us, we will arrange the correct replacement and cover all associated freight costs.

 

6. Installation Services As per our Terms of Service:

  • Panels: Paid in full at checkout.

  • Installation Labour: Invoiced separately upon completion of the work.

  • Variations: Costs for additional work (e.g., GPOs, switches) will be agreed upon before proceeding.

  • Cancellations: We do not currently charge a fee for the cancellation of the installation component of your order.

 

7. Refund Processing Approved refunds are processed back to the original payment method within 5–10 business days, depending on your financial institution.

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Contact Us TimberLuxe Installations Pty Ltd

Ph 0411 201940

ABN: 46 843 473 822

Email: office@timberluxeinstallations.com.au

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