Effective date: 21 December 2025

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Australian Consumer Law

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Nothing in this Refund Policy limits your rights under the Australian Consumer Law. Where products are faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund.

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Change of mind returns (Panels)

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We accept change-of-mind returns for panels subject to approval and the conditions below.

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To request a return (change of mind):

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• Contact us within 7 days of delivery

• Items must be unused, uninstalled, and in original packaging

• Items must be in a resaleable condition

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Return costs:

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• Return freight is the customer’s responsibility

• Any original shipping charges are not refundable (unless required by law)

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Restocking fee:

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• A reasonable restocking fee may apply (e.g., for inspection/repacking) and will be disclosed at the time of approval.

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If the return is approved, refunds are processed after the goods are received and inspected.

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Samples

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Samples are non-returnable and non-refundable (including the shipping fee), except where required by Australian Consumer Law.

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Damaged or faulty items

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If an item arrives damaged, is faulty, or is not as described, please contact us within 48 hours of delivery with:

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• Order number

• Photos of the issue (including packaging)

• Description of the fault/damage

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We will assess and provide the appropriate remedy (repair, replacement, or refund) in line with Australian Consumer Law.

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Incorrect items supplied

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If we have supplied the wrong item, we will arrange the correct replacement and cover applicable freight costs.

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Installation service

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Where you select professional installation:

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• Panels are paid at checkout

• Installation is invoiced after completion

• If additional work is required (e.g., power points, switches, or non-standard wall conditions), this will be discussed with you before proceeding

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We do not charge an installation cancellation fee.

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Refund timing

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Approved refunds are processed back to the original payment method within 5–10 business days, depending on your bank/payment provider.

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Contact

TimberLuxe Installations Pty Ltd
ABN 46 843 473 822
Email: office@timberluxeinstallations.com.au