REFUND & RETURNS POLICY

AusPatios Direct Pty Ltd (ACN 686 888 040)
Address: 1/32 Premier Circuit, Warana QLD 4575
Phone: 1300 565 567
Email: support@auspatiosdirect.com.au
Effective Date: February 2026

1. CUSTOM-MANUFACTURED GOODS — NO CHANGE OF MIND RETURNS

1. Custom-Made Products
   All Goods supplied by AusPatios Direct, including materials, components, patio and carport kits, are custom-manufactured and cut to the Customer's unique specifications.
2. No Change of Mind
   Due to the custom nature of the Goods, AusPatios Direct does not accept returns, exchanges, or refunds for:
   1. change of mind;
   2. incorrect colour selection;
   3. incorrect measurements or specifications supplied by the Customer;
   4. site conditions or suitability issues outside our control.

This clause applies only to change-of-mind situations and does not affect any rights you may have under the ACL, including rights relating to faulty, damaged, or non-compliant goods.

2. PRODUCTION TRIGGER & CANCELLATIONS

1. Production Trigger
   Production is deemed to have commenced once:
   1. the Customer provides final "Check Measure" confirmation; or
   2. full payment is received, whichever occurs first.
2. No Cancellation After Production
   Once Production has commenced, orders cannot be cancelled or refunded for change of mind due to the custom-fabricated nature of the Goods. This restriction does not apply where the Customer is entitled to a refund or other remedy under the ACL. A major failure includes situations where the Goods are substantially unfit for purpose, unsafe, or cannot be remedied within a reasonable time.

3. AUSTRALIAN CONSUMER LAW (ACL)

1. Consumer Guarantees
   Nothing in this policy excludes, restricts, or modifies any consumer guarantees under the ACL.
2. Remedies for Failure
   Where Goods fail to comply with a consumer guarantee, AusPatios Direct will provide a remedy as required under the ACL, which may include:
   1. replacement of the Goods;
   2. repair (where reasonably practicable); or
   3. refund of the purchase price, depending on whether the failure is major or minor and as permitted by law.
3. Repairs
   Due to the nature of custom-fabricated building materials, repairs may not always be feasible. Where repair is not reasonably practicable, a replacement or refund may be offered in accordance with the ACL.

4. DELIVERY DAMAGE, SHORTAGES & 48-HOUR PRESUMPTION

1. Inspection on Delivery
   The Customer must inspect the Goods as soon as reasonably practicable after delivery.
2. 48-Hour Visible Damage Reporting
   Any visible transit damage or shortages must be reported to AusPatios Direct within 48 hours of delivery, together with reasonable supporting evidence (such as photographs taken at the time of delivery, showing the Goods in their delivered condition).
3. Presumption After 48 Hours
   Damage or shortages reported after 48 hours will be presumed not to have occurred during transit, unless the Customer can provide reasonable evidence that:
   1. the damage occurred during delivery; and
   2. the damage did not arise from handling, storage, cutting, installation, weather exposure, or other post-delivery activities.
4. Latent Defects
   This 48-hour requirement does not apply to latent defects or non-conforming Goods that were not reasonably identifiable at the time of delivery, and does not limit rights under the ACL.

5. CUSTOMER-SUPPLIED INFORMATION & MEASUREMENTS

1. Reliance on Customer Information
   AusPatios Direct relies entirely on the measurements, specifications, and site information supplied or confirmed by the Customer.
2. No Refund for Customer Errors
   AusPatios Direct is not responsible for, and will not provide refunds or replacements for, Goods that do not fit or are unsuitable due to:
   1. incorrect measurements;
   2. inaccurate site information;
   3. changes to site conditions after "Check Measure" confirmation.

6. EVIDENCE REQUIREMENTS

Where a refund or replacement claim is made, the Customer may be required to provide reasonable evidence to support the claim, such as photographs or descriptions of the issue.

Evidence requirements will be applied reasonably and in accordance with the ACL.

7. DELIVERY DELAYS & CONSEQUENTIAL LOSS

1. Estimated Delivery Dates
   Delivery dates are estimates only and are subject to manufacturing, logistics, and external factors.
2. No Compensation for Delay
   To the maximum extent permitted by law, AusPatios Direct does not provide refunds or compensation for:
   1. contractor costs;
   2. lost wages or income;
   3. project delays;
   4. indirect or consequential loss arising from delivery timing.

This does not limit remedies available under the ACL where applicable.

8. HOW TO MAKE A CLAIM

To make a claim regarding damaged, faulty, or non-conforming Goods, please contact us at support@auspatiosdirect.com.au with:

1. your order number;
2. a description of the issue; and
3. any supporting evidence reasonably available.

We will assess claims promptly and in accordance with this policy and the ACL.