Your Rights Under Australian Consumer Law

We comply fully with the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a repair, replacement or refund if goods:

• Are faulty or unsafe
• Are not fit for their intended purpose
• Do not match their description

These rights cannot be excluded or limited.

Returns for Faulty or Incorrect Items

If you receive a product that is faulty or significantly not as described:

1. Contact us as soon as practicable with your order number and details of the issue (photos may be requested).
2. We will provide instructions and, where required, a return authorisation.
3. Once the item is assessed, we will arrange a repair, replacement or refund in accordance with the ACL.

Where a return is due to a fault or our error, return shipping costs will be covered by us or reimbursed upon proof of postage.

No Returns for Change of Mind

Except where required by law, we do not accept returns or offer refunds for:

• Change of mind
• Ordering the wrong item
• Over-ordering
• No longer requiring the product

This policy applies particularly to trade, building, or consumable products, where resale may not be possible due to handling, storage, safety, or shelf-life considerations.

Return Conditions

Where a return is approved, the following conditions apply:

• Items must be unused and in original condition
• Packaging must be original and unopened
• Proof of purchase is required
• You must contact us before returning any items

Unapproved or unsolicited returns may not be accepted.

Discretionary Exchanges or Credits

At our discretion only, and where permitted by law:

• We may offer a store credit or exchange in limited circumstances
• Any store credit issued is non-transferable and not redeemable for cash

This is not a legal obligation.

Shipping Costs

• Original shipping charges are non-refundable, unless the return is due to a fault or our error
• Where a discretionary return is approved, the customer is responsible for return shipping costs

Non-Returnable Items

Certain items cannot be returned for change of mind or resale due to their nature, including:

• Opened or used goods
• Custom or special-order products
• Items restricted due to safety, hygiene, or product classification

Timeframes & Notifications

• Faulty or incorrect items should be reported as soon as reasonably practicable, and generally within 30 days of delivery
• We will acknowledge return requests within 5 business days
• Approved refunds are processed within 10 business days of receiving the returned goods

Contact Us

For shipping, returns or refund enquiries, please contact:

Paines

Address: 58 Watsonia Road, Watsonia,VIC 3087