Melbourne Building Products – Returns, Refunds & Warranty Policy

(Compliant with Australian Consumer Law)

Effective Date: 06 May 2026

Melbourne Building Products is committed to supplying high-quality building and renovation products. This policy outlines your rights and our procedures in accordance with the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

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

You are entitled to a repair, replacement, or refund if goods:

• Have a major failure
• Are not of acceptable quality
• Are not fit for purpose
• Do not match the description or sample

A major failure includes, but is not limited to:

• The product would not have been purchased if the issue was known
• The product is significantly different from its description
• The product is unsafe or unusable

For minor faults, we may offer a repair or replacement within a reasonable time.

2. Change of Mind Returns

We may offer returns for change of mind at our discretion under the following conditions:

• Request is made within 14 days of purchase
• Item is unused, unopened, and in original packaging
• Proof of purchase is provided
• Item is not a custom, special order, or clearance item

Conditions:

• A restocking fee of up to 20% may apply
• Original delivery/shipping fees are non-refundable
• Return shipping is at the customer’s cost
• Restocking fees do not apply to faulty, damaged, or incorrectly supplied goods

3. Non-Returnable Items

The following items cannot be returned unless they are faulty under ACL:

• Custom-made or special-order products
• Installed, used, or altered items
• Clearance or “Final Sale” items
• Products damaged due to misuse, mishandling, or incorrect installation

4. Damaged or Faulty Items

If your item arrives damaged or develops a fault:

• Notify us within 48 hours of delivery for transit damage
• Provide photos and/or video evidence where possible
• Customers are strongly encouraged to record a video while opening the package upon delivery
• Do not install faulty or damaged products

Important: The 48-hour reporting period applies to transit damage only and does not limit your rights under Australian Consumer Law.

All claims will be assessed in accordance with ACL. While video evidence is highly recommended to support claims and speed up resolution, it is not mandatory, and valid claims will not be rejected solely due to the absence of video evidence.

5. Installation Responsibility

• Products must be installed by a licensed professional where required
• We are not responsible for issues arising from incorrect installation or misuse

To the extent permitted by law, Melbourne Building Products is not responsible for:

• Labour or installation costs
• Damage resulting from improper installation or handling

6. Return Process

To request a return:

• Contact us at melbournebuildingproducts@gmail.com
• Provide proof of purchase
• Provide a description of the issue
• Provide photos/videos if applicable
• Wait for return approval before sending the item

Returns sent without prior approval may not be accepted.

7. Refunds

• Refunds will be processed within 5–10 business days after approval
• Refunds will be issued via the original payment method or store credit where agreed

8. Warranty

Manufacturer warranties apply where applicable.

Warranty does not cover:

• Normal wear and tear
• Misuse or accidental damage
• Incorrect installation

9. Store Pickup (Melton)

• Customers are encouraged to inspect goods at the time of pickup
• Any visible damage should be reported before leaving

This does not limit your rights under Australian Consumer Law.

10. Transit Damage Claim Protection (Fragile Items)

This clause applies specifically to fragile and high-value items, including but not limited to LED mirrors, glass mirrors, basins, ceramic products, chandeliers, pendant lights, and decorative lighting.

To support fair and efficient claim handling:

• Customers are strongly encouraged to record a clear, continuous video while opening the package at delivery
• The video should show sealed packaging before opening, the full unboxing process, and product condition immediately after opening
• Damage must be reported within 48 hours of delivery with supporting evidence
• Customers must retain all original packaging materials until the claim is resolved

Claims may be more difficult to assess where:

• No supporting evidence is available
• Packaging has been discarded
• The product has been installed, altered, or moved after delivery

Melbourne Building Products reserves the right to request additional evidence and inspect returned goods before finalising a claim. All claims are assessed in accordance with Australian Consumer Law.

11. Limitation of Liability

To the extent permitted by law, Melbourne Building Products shall not be liable for:

• Indirect or consequential loss
• Loss arising from improper use, installation, or modification of products

Nothing in this section limits rights or remedies available under Australian Consumer Law.

12. Contact Details

Melbourne Building Products
Melton, VIC
Email: info@melbournebuildingproducts.com.au
Phone: 0449281788

13. Policy Updates

We reserve the right to update this policy at any time. The latest version will be available on our website or upon request.

Melbourne Building Products
Supplying quality building products with confidence, compliance, and customer trust.