Refund Policy
This policy shall be read and agreed by the User in accordance with our Terms and Conditions and in conjunction with all its clauses and it shall be rendered or enforced separately or in combined obligation with Terms and Conditions.
1. General Policy
All Cabinetworx products are custom-made to the User’s specific measurements, material selections, and design preferences. Once an order has been confirmed and production has commenced, it cannot be cancelled, altered, or refunded except as required by law or expressly permitted under this policy.
2. Change of Mind and Measurement Errors
Cabinetworx does not provide refunds, replacements, or credits for change-of-mind decisions, incorrect selections, or measurement errors made by the User. The User is solely responsible for ensuring all measurements, dimensions, and specifications are accurate before confirming and paying for an order.
3. Manufacturing Defects or Errors
If Cabinetworx supplies Goods that contain a verified manufacturing or material defect, or that materially differ from the specifications confirmed in writing at the time of order, Cabinetworx will, at its sole discretion and in accordance with the Australian Consumer Law, either:
(a) repair or replace the defective item;
(b) re-supply the affected component; or
(c) refund the applicable portion of the purchase price relating to the defective Goods.
No refund or replacement will be issued for the entire order unless the defect constitutes a major failure within the meaning of the Australian Consumer Law.
4. Notification of Claims
The User must notify Cabinetworx in writing of any alleged defect, damage, or non-conformity within two (2) business days of collection or delivery. Claims submitted after this period may be declined unless otherwise required under the Australian Consumer Law. Notifications must include a detailed description of the issue and supporting photographs to allow proper assessment.
5. Cancellation by Cabinetworx
Cabinetworx reserves the right to cancel or suspend an order, in whole or in part, at any time before manufacturing has commenced or where supply becomes impracticable due to unforeseen circumstances. In such cases, any payments already received will be refunded in full, and the User agrees that this refund constitutes full and final settlement of any related claim.
6. Refund Method
When a refund is approved, Cabinetworx will process it using a payment method accepted and available to Cabinetworx, which may differ from the User’s original payment method. Refunds will be processed within ten (10) business days of written confirmation.
Cabinetworx is not responsible for any delay caused by financial institutions, payment gateways, or other third-party service providers involved in the refund process.
7. Non-Refundable Items
Unless required under the Australian Consumer Law, refunds will not be provided for:
• custom-manufactured Goods once production has commenced;
• products made to User-provided measurements, designs, or specifications that later prove inaccurate;
• products damaged during handling, assembly, or transport not arranged by Cabinetworx;
• delays arising from courier, freight, or depot services beyond Cabinetworx’s control; or
• minor colour, texture, or finish variations resulting from standard manufacturing tolerances or display differences.
8. How to Request a Refund
8.1. Submission: All refund, repair, or replacement requests must be submitted in writing through Contact US page with the following details:
• Order number and full contact information;
• Description of the issue and the item(s) involved;
• Clear photos or videos showing the problem;
• Date of collection or delivery.
8.2. Evaluation: Cabinetworx will assess each request within five (5) business days of receiving full information and may request additional evidence or clarification if required.
8.3. Resolution: Once a claim is validated, Cabinetworx will confirm the approved remedy (repair, replacement, or refund) and provide written confirmation of the next steps.
8.4. Return of Goods: If return is required, the User must safely re-package the Goods for pickup or delivery as instructed. Goods returned without prior written approval may be refused.