Your rights under Australian Consumer Law

 

Nothing in this policy limits your rights under the Australian Consumer Law. If a product or service does not meet the consumer guarantees, you may be entitled to a repair, replacement, refund or other remedy.

 

Change-of-mind returns for panels

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We accept change-of-mind returns for acoustic panels where all of the following conditions are met:

• You contact us within 7 days of delivery.

• The panels are unused, uninstalled and in their original, undamaged packaging.

• The panels are in resaleable condition after inspection.

• The panels have not been custom-cut, modified or specially ordered for your project.

Change-of-mind returns are separate from your rights under Australian Consumer Law for faulty, damaged or incorrectly supplied products.

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Return costs for change-of-mind returns

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For approved change-of-mind returns, return freight is the responsibility and cost of the customer.

The original delivery fee, including the $90 flat panel delivery fee where applicable, is not refundable for change-of-mind returns.

A reasonable restocking fee may apply to cover inspection and repacking costs. If this applies, we will confirm the amount before approving the return.

 

Samples

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Samples are provided for colour and finish reference only. Samples are not returnable or refundable for change of mind.

If a sample shipping fee applies, it is not refundable for change of mind. This does not limit any rights you may have under Australian Consumer Law.

 

Damaged, faulty or incorrect items

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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 and provide:

• Your order number

• Clear photos of the issue, including packaging where relevant

• A brief description of the fault, damage or incorrect item

We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law. Where we have supplied an incorrect item, we will arrange the correct replacement and cover associated freight costs.

 

Installation services

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Panels are paid for at checkout. Installation labour is estimated separately and invoiced after installation is complete.

Any variations or additional work, such as extra cut-outs for power points, switches or TV brackets, will be discussed before proceeding.

We do not currently charge a cancellation fee for the installation component of an order. If this changes in future, it will be confirmed before installation is booked.

 

Refund processing

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Approved refunds are processed back to the original payment method where possible. Processing times are typically 5-10 business days, depending on your financial institution.

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Contact

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TimberLuxe Installations Pty Ltd

Phone: 0490 135 540
Email: office@timberluxeinstallations.com.au
ABN: 46 843 473 822

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Last updated: July 2026