Refund policy

This policy should be read together with our Terms of Service.

Custom and made-to-order products: no refunds

Most of what we make is custom. Our building products are manufactured to the dimensions and specifications you supply, and when you place an order you confirm that those dimensions and specifications are correct and are what you want manufactured.

Because these items are made specifically for you and have no resale value to us, custom and made-to-order products cannot be returned or refunded. This includes, but is not limited to:

• Change of mind.
• Incorrect measurements supplied by you.
• A change in your project requirements, site conditions or design after ordering.
• Parts that have been manufactured correctly to the specifications you confirmed.

If you are unsure about any dimension, profile, material or quantity, contact us at hello@craftons.com.au before you place your order. We would much rather answer a question first than make something you cannot use.

This does not affect your rights under the Australian Consumer Law for faulty or incorrectly supplied goods, set out below.

Standard off-the-shelf items: 30 day returns

Standard, non-custom items that we hold as stock can be returned within 30 days of receiving your order.

To be eligible, the item must be:

• Unused and in the same condition you received it.
• In its original packaging.
• Accompanied by your receipt or proof of purchase.

To start a return, contact us at hello@craftons.com.au. Do not send anything back before requesting a return, as items sent without an approved return will not be accepted.

Return shipping is at your cost unless the item is faulty or we sent the wrong item. Once your return is approved we will provide instructions on how and where to send your package.

Non-returnable in all cases: sale items and gift cards.

Damaged, faulty or incorrect goods

Please inspect your order as soon as it arrives and contact us immediately at hello@craftons.com.au if anything is defective, damaged in transit, or not what you ordered. Photos of the issue and the packaging help us resolve it quickly.

This applies to custom products as well as standard items. If we have made something incorrectly, or it has arrived damaged, we will make it right.

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits those rights. We are not required to provide a refund or replacement for faults we told you about before purchase, or faults that were obvious at the time of purchase.

Exchanges

The fastest way to get what you need is to request a return on the eligible item and place a separate order for the replacement. Custom items cannot be exchanged.

Refund processing

Once we receive and inspect your return we will let you know whether the refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund to your account.

If more than 15 business days have passed since we approved your refund and you have not received it, contact us at hello@craftons.com.au.

Contact

Craftons hello@craftons.com.au Returns address: 45 Sparks Ave, Fairfield VIC 3078