Refund policy

Returns and Refund Policy

This Returns and Refund Policy applies to purchases made via architecturalchoice.com.au and to orders placed through custom quotations issued by Architectural Choice in response to website enquiries or online search enquiries.

Architectural Choice aims to make returns clear and fair while complying with the Australian Consumer Law. This policy explains when a customer may be entitled to a refund, repair, replacement, store credit, or exchange, and the conditions that apply to change-of-mind returns.

## Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies a customer may have under the Australian Consumer Law.

Where a product or service has a major failure, the customer may be entitled to a refund, replacement, or compensation as provided under the Australian Consumer Law. Where a product or service has a failure that does not amount to a major failure, the customer may be entitled to have the item repaired or replaced within a reasonable time.

## Change of Mind Returns

Architectural Choice may accept change-of-mind returns within 30 days of delivery, at its discretion, provided that all of the following conditions are met:

- The item is unused and has not been installed.
- The item is undamaged and returned in its original packaging.
- Proof of purchase is provided.
- The item is returned in a condition suitable for resale.

For approved change-of-mind returns:

- Normally stocked items may be refunded for the product price only.
- Original shipping charges are non-refundable.
- Return freight and any costs associated with returning the goods are the responsibility of the customer.
- Non-stocked, special-order, or supplier-return items will incur a 30% restocking fee.

Architectural Choice may also decline a change-of-mind return where the item is non-returnable by the supplier, made to order, customised, discontinued, damaged after delivery, or not in resalable condition.

## Restocking Fee

A 30% restocking fee applies to any approved return of:

- Non-stocked items.
- Special-order items.
- Supplier-direct or indent items.
- Any other item that must be returned to a supplier or reprocessed for resale.

The restocking fee is deducted from the refund amount, outside of any delivery charges. If a change-of-mind return is requested outside the 30-day return period, Architectural Choice may, at its discretion, refuse the return or approve it subject to a 30% restocking fee and any applicable supplier charges.

## Faulty, Damaged, or Incorrect Items

If an item arrives damaged, is faulty, or is not the item ordered, Architectural Choice should be contacted as soon as possible.

Where a return is approved because the product does not meet consumer guarantees under the Australian Consumer Law, Architectural Choice will, in accordance with applicable law, provide an appropriate remedy, which may include repair, replacement, or refund.

For transit damage or incorrect items, customers should retain all packaging and provide photographs and order details to support the claim.

## Return Timeframes

- Change-of-mind return requests must be made within 30 days of delivery.
- Damage in transit should be reported within 14 days of delivery.
- Faults or consumer guarantee claims should be reported as soon as reasonably possible after the issue is identified.

## Return Shipping Costs

For change-of-mind returns, the customer is responsible for all return shipping, handling, and insurance costs.

If a returned item is confirmed to have a major failure, other consumer guarantee issue, or was supplied incorrectly, Architectural Choice will comply with its obligations under the Australian Consumer Law regarding reasonable return and replacement shipping costs.

If Architectural Choice arranges collection or return freight for an item that is later found not to qualify for a refund, repair, or replacement, the customer may be required to pay the associated freight, handling, and inspection costs.

## Exclusions

A return, refund, or exchange may be refused where:

- The item has been installed, used, altered, or damaged after delivery.
- The item was ordered to customer specification or specially manufactured.
- The issue arose because of misuse, incorrect installation, abnormal use, or failure to follow care or installation instructions.
- The customer knew of the fault before purchase.
- The item is not returned with sufficient proof of purchase.

## How to Request a Return

To request a return, customers should contact Architectural Choice with:

- Full name and order number.
- Proof of purchase.
- Reason for the return.
- Photos of the item, packaging, and any damage where relevant.

Return requests can be submitted by email to info@architecturalchoice.com.au.