Refund Policy

1. Our Commitment

Every product we manufacture is carefully inspected before dispatch.
However, if there is an issue with your order, we will work promptly to resolve it through repair, replacement, or refund — depending on the situation and your rights under the ACL.

2. Change of Mind

Because our products are custom-made, site-specific, or manufactured to order, we do not offer refunds or returns for change of mind, incorrect selection, or misuse.
Please review all product specifications, measurements, and materials before placing your order. Our team is always happy to assist with product selection before manufacturing begins.

3. Damaged or Faulty Goods

If you receive a product that is damaged, defective, or not as described, please notify us within 7 business days of receiving your order.
To help us assess the issue quickly, please provide:

Your order or invoice number
A description of the problem
Clear photos of the product and any damage

Once your claim is reviewed, we will arrange one of the following remedies, as appropriate:

Repair: If the issue can be resolved through repair or replacement parts.
Replacement: If the product cannot be repaired within a reasonable time.
Refund: If repair or replacement is not possible, or if required under Australian Consumer Law.

We will cover reasonable shipping or freight costs for approved returns caused by manufacturing faults or damage.

4. Returns Process

Contact Us: Email or call our customer service team within 7 business days of delivery.
Assessment: We will review your claim and may request additional details or photos.
Return Authorisation: If approved, we’ll provide instructions for return shipping or collection.
Resolution: Once we receive and inspect the returned goods, we’ll process your repair, replacement, or refund promptly.

Please note that returns sent without prior authorisation may not be accepted.

5. Non-Returnable Items

We cannot accept returns for:

Custom-made or personalised items
Products damaged through misuse, improper installation, or neglect
Products that have been modified or altered after delivery
Items returned outside the approved timeframe

6. Refund Method

Approved refunds will be processed using the same payment method used for the original purchase, unless otherwise agreed. Please allow 5–10 business days for funds to appear, depending on your financial institution.

7. Your Rights Under Australian Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).
If a product you purchase from us fails to meet a consumer guarantee (for example, it’s faulty, unsafe, or not fit for purpose), you are entitled to a remedy as provided by law.

For more information, visit the Australian Competition & Consumer Commission (ACCC) website: www.accc.gov.au

8. Contact Us

If you have any questions or wish to lodge a return or refund request, please contact:

OTT Industries Pty Ltd