Returns & Refunds Policy

Last updated: September 2025

Wes Lofts Australia (“We”, “Us”, “Our”) is committed to ensuring your satisfaction with our products. This policy outlines your rights and obligations in respect of returns, refunds, and exchanges. All returns & refunds are governed by this policy together with our Terms & Conditions and your rights under the Australian Consumer Law.

1. Eligibility for Returns or Refunds

• Goods must be faulty, damaged in transit, incorrectly supplied, or not as described.
• Goods must be returned within 14 calendar days from the date of delivery, unless otherwise agreed.
• Goods returned due to “change of mind” must be unused, in original packaging, and in resalable condition.
• Custom-orders, special orders, adhesive products, clearance or sale items may have different return conditions (see section on non-returnable items).

2. Non-Returnable Items

• Custom / made-to-order goods or special colours / sizes.
• Adhesive products once dispatched.
• Items that have been cut to length or otherwise modified.
• Clearance / discounted stock clearly marked “non-returnable”.

3. Faulty or Incorrect Goods

• Notify Us in writing within 7 days of delivery, including photographic evidence of the fault or damage.
• We may require you to retain the goods until inspected.
• If confirmed, you may choose:
  • replacement of the goods, or
  • full refund, or
  • credit towards future orders.
• We will cover reasonable freight costs for return of the defective/damaged goods, unless otherwise agreed.

4. Change of Mind / Other Returns

• You must notify Us in writing within 14 days of delivery.
• The goods must be in original packaging, unused, and in resalable condition.
• Freight costs to return the goods are the responsibility of the Customer, unless otherwise agreed.
• A restocking fee of 20% may apply.
• Refunds will be issued via the original payment method unless you request store credit.

5. Refund Processing

• Once We receive the returned goods and inspect them:
• You will be notified by email as to whether the return has been approved or rejected.
• If approved, refunds or credits will be processed within 7 business days.
• If rejected, items will be returned to you at your expense (unless the issue was Our error).

6. Trade & Wholesale Customers

• Wholesale account holders:
• Are subject to the same fault / damage return rights under ACL.
• May have extended periods for reporting faults depending on product type and supplier warranties.
• Change of mind returns may be more restricted and subject to larger restocking fees.

7. Warranty & Guarantees

• Products come with any manufacturer’s warranty if applicable. You have rights under statutory guarantees even if products are not covered by manufacturer’s warranty.
• We warrant that goods manufactured or supplied by Us will be free from defects in materials and workmanship for up to 6 months from delivery, subject to proper use, care, and maintenance.
• Warranty does not cover damage caused by misuse, improper installation, abuse, alteration, or use outside specified operating conditions.

8. Legal Rights & Consumer Guarantees

• Regardless of this policy, you have rights under the Australian Consumer Law for goods to be of acceptable quality, fit for purpose, match description, and provided with corresponding remedies.
• This policy does not limit those rights or any other statutory rights.

9. How to Return

1. Contact us at sales@weslofts.com.au or (07) 3085 5700 with your invoice number, order number, and reason for return (include photos if applicable).
2. Obtain a Return Authorization Number (RMA#).
3. Package the goods securely in their original packaging (if applicable).
4. Ship the items back to our nominated warehouse address, clearly quoting the RMA#.

10. Disputes & Further Assistance

• If you’re not satisfied with how a return/refund request was handled, please contact Us so we may resolve the issue.
• If the issue remains unresolved, you are entitled to contact the Queensland Office of Fair Trading or the ACCC.