Refund policy
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Our curation process is built on architectural permanence. We select brands with proven backgrounds so you can invest in your home with absolute confidence.
"We stand firmly behind every product we carry. Quality is our baseline, and your satisfaction with the final result is our priority."
Change of Mind
Given the scale and technical nature of our collection, we do not offer returns for change of mind. For products that include modular components or technical kits, returns are strictly unavailable once the packaging has been compromised, ensuring the integrity of the components remains intact for all clients.
Bespoke Exchanges
We understand that design requirements can shift. We facilitate exchanges for the same product in different specifications where possible. This process is managed with high-touch support to ensure the logistics do not disrupt your project timeline.
Concrete Furniture & Planters
Blinde Design Range
Due to the specialised freight required for these items, we require Proof of Condition (photographs of the item and its original industrial packaging) before an exchange is approved. This protects your investment during transit.
- Notification: Exchanges must be requested within 7 days of delivery.
- Handling Fee: A 20% restocking and inspection fee applies, alongside the associated freight costs for the return and new delivery.
Bespoke Bedding & Lifestyle
Victoria Queen Range
In accordance with Victoria Queen’s strict hygiene and quality protocols, refunds are only issued for products deemed faulty. We do not offer refunds for change of mind.
- Condition: Approved refunds require the product to be returned in its original, unopened packaging.
- Freight: All return shipping costs are the responsibility of the customer.
- Evaluation: Refunds are processed only after a formal evaluation of the returned goods.
Advanced Shade Systems
SkyFlex Range
SkyFlex systems are technical architectural kits. Once an order has been processed or dispatched from the brokerage, it is considered a firm commitment.
- Cancellations: Requests to cancel after payment may incur administrative and brokerage fees.
- Technical Errors: We do not offer returns for incorrect measurements or site-readiness issues. We recommend a technical consultation before finalising your order.
Architectural Structures
Kustom Pergolas Range
As these structures are manufactured to specific project requirements, Kustom Pergolas does not offer refunds or exchanges for change of mind once production has commenced.
- Major Failures: Under Australian Consumer Law, if a structural component has a major failure, you are entitled to a replacement or refund for that specific part.
- Technical Support: We provide high-touch support to resolve any installation or component issues without the need for a full return.
Outdoor Heating & Fireplaces
Ochre Living Range
Fireplaces must be returned in "as-new" condition. Once a unit has been installed or a fire has been lit, the item is no longer eligible for return or exchange.
- Notification: You must notify us of any intent to return within 7 days of delivery.
- Logistics: Items must remain secured to the original pallet. A restocking fee of 20% applies to cover the technical inspection and pallet handling required to maintain our quality standards.