Refund policy

Refund Policy

If something is not right with your order, this policy explains what we do about it. It forms part of our Terms of Service. Nothing in it limits your rights under the Australian Consumer Law, or under the consumer law of your own country where that law applies to your purchase.

1. How to start a return

  • Message us on our Contact page, or reply to your order confirmation email, with your order number and what you would like to return.
  • We reply within 24 hours with the return address and the steps.
  • Please do not send anything back before we reply. A parcel sent without our confirmation cannot be matched to your order.

2. Change of mind

  • You can return a panel within 30 days of delivery if it is unused (apart from a quick test), not stuck to anything, and in its original packaging with everything that came in the box.
  • Return shipping is paid by you. There is no restocking fee.

3. Damaged, faulty or incorrect items

  • If your panel arrives damaged or faulty, or is not what you ordered, message us within 30 days of delivery with your order number and a photo.
  • We replace it or refund it in full, at your choice. You do not pay any return shipping.

4. Refund timing

  • Once your return arrives, or your claim is approved, we refund you within 5 business days, to the payment method you used.
  • Your bank can take a further 3 to 10 business days to show the refund on your statement.

5. Cancelling an order

  • Before dispatch: message us on our Contact page with your order number. We cancel it and refund you in full, with no cancellation fee.
  • After dispatch: the order can no longer be cancelled. You can return it under section 2 once it arrives.

6. Shipping Protection

  • A parcel lost, stolen or damaged in transit is claimed under our Shipping Policy, section 6.
  • Shipping Protection itself is refunded only when the whole order is cancelled before dispatch.

7. Items we cannot accept back

  • A panel that has been stuck down and used, cut, opened or altered, or damaged after delivery, unless it is faulty.
  • A parcel returned without our written confirmation, or to an address we did not give you.

8. Contact

Returns and refunds go through our Contact page. We reply within 24 hours, seven days a week.