Refund policy

Refund Policy

At Hoarding Direct, we are committed to providing high-quality hoarding products and services. We understand that circumstances may change, and we aim to be fair and transparent with our refund and return processes. Please read the following carefully to understand your rights and our obligations under Australian Consumer Law.

1. Change of Mind

Due to the custom and project-based nature of our products, we do not offer refunds or returns for change of mind. Please ensure all measurements, specifications, and delivery details are confirmed before placing your order.

2. Damaged or Faulty Goods

If your hoarding product arrives damaged or faulty, please contact us within 48 hours of delivery with:

  • A description of the issue

  • Photos clearly showing the damage or defect

  • Your order number and contact details

Once reviewed, we will offer a suitable resolution, which may include repair, replacement, or refund, in accordance with Australian Consumer Law.

3. Incorrect Orders

If we have supplied an incorrect product or quantity, please notify us within 2 business days of delivery. We will work with you to correct the order promptly at no extra cost.

4. Non-Returnable Items

We are unable to accept returns or offer refunds for:

  • Custom-fabricated hoarding panels

  • Used or installed products

  • Products damaged due to misuse, improper storage, or incorrect installation by the client

5. Cancellations

Orders cancelled after materials have been prepared, or products manufactured, may incur a restocking or handling fee, depending on the stage of production. Delivery or labour costs already incurred are non-refundable.

6. How to Request a Refund or Report an Issue

To initiate a refund request or report a product issue, please email us at:

Email: admin@hoardingdirect.com.au
Phone: 0439 323 992
Subject Line: Refund/Return Request – [Your Order Number]

Please provide as much detail as possible so we can resolve the matter efficiently.

7. Your Rights Under Australian Consumer Law

This policy does not limit your rights 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.