Refund Policy

This policy explains how The Trustee for Accordian Doors Trust trading as Accordion Doors Australia (“we”, “us”) handles refunds, returns and cancellations. It applies to goods we manufacture and supply and to installation, repair and servicing work we perform for customers in Australia.

1. Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL), including the consumer guarantees in Part 3-2 of Schedule 2 to the Competition and Consumer Act 2010 (Cth). Nothing in this policy excludes, restricts or modifies any right or remedy you have under the ACL or any other law that cannot lawfully be excluded.

• Goods must be of acceptable quality, fit for any disclosed purpose, match their description and any sample, and have spare parts and repair facilities reasonably available.
• Services must be provided with due care and skill, be fit for the disclosed purpose, and be completed within a reasonable time.

2. Faulty on our end — full refund and/or replacement or repair

If a product we supply, or work we perform, is faulty or fails to meet a guarantee because of something on our side — our manufacture, the parts we used, our supply, or our installation or workmanship — we will offer you a full refund of the price you paid for the affected goods or services and/or a replacement or repair, at your choice. You do not have to accept a repair if you would prefer a full refund or a replacement.

Faulty on our end includes, for example:

• goods that are unsafe;
• goods that do not work as they should;
• goods that do not match the description, specifications or quote we gave you; and
• work that was not carried out with due care and skill, including incorrect installation.

If goods need to be returned to us because they are faulty, we will bear the reasonable cost of returning them.

3. Custom-made products and change of mind

Because our products are custom-made to your measurements and specifications, we do not offer change-of-mind refunds or exchanges. This does not affect the remedies above for anything faulty on our end, or any other right under the ACL that cannot be excluded. It also reflects that goods made to your order cannot be restocked or resold, and that the ACL does not require a business to accept a return or provide a refund where a customer simply changes their mind.

4. Cancellations and deposits

• You may cancel an order before manufacture of your custom-made product has commenced. In that case we will refund any deposit or payment, less any reasonable costs we have already incurred that cannot be recovered.
• If you cancel after manufacture has commenced, we may deduct from any refund the reasonable costs of work performed, materials ordered or committed, and other costs incurred up to the date of cancellation. We will provide an itemised breakdown of any deduction.
• If we cannot complete your order, or we cancel it (for example, because the site is not ready and a variation cannot be agreed), we will refund amounts you have paid for work not performed, including any deposit to that extent.

5. How to request a refund or remedy

To request a refund, replacement, repair or other remedy:

• Email info@accordiondoors.com.au with your name, job or invoice number, a description of the issue and, where helpful, photos; or
• Call 03 9331 7376 (Monday to Friday, 9am to 5pm).

We will acknowledge your request promptly, assess the issue (which may include a site visit or inspection) and advise the remedy we can offer.

6. How refunds are paid

Approved refunds are paid in Australian dollars by the same method used for the original payment wherever practicable (for example, back to the card charged). We will process approved refunds as soon as practicable and advise you when done.

7. Contact

The Trustee for Accordian Doors Trust
ABN 61 207 440 537
Email: info@accordiondoors.com.au
Phone: 03 9331 7376

See also our Terms of Service and Privacy Policy.