Last
Updated: June 2026
At
Melbourne Building Products Pty Ltd, we pride ourselves on supplying premium
building materials, fixtures, and structural items. We understand that project
requirements can change. This policy outlines your options, obligations, and
the strict conditions governing cancellations and returns under Australian
Consumer Law (ACL).
Under the
ACL, businesses are not legally required to accept returns or provide a remedy
if you simply change your mind, make an ordering error, or experience sudden
layout revisions.
As a
gesture of goodwill, Melbourne Building Products Pty Ltd offers a voluntary
return path for regular, eligible stock items provided they meet the strict
parameters below.
To qualify
for a change-of-mind return or exchange, goods must be verified by our
warehouse team to meet the following criteria:
The 7-Day Window:
Requests must be formally initiated in writing within seven (7) days of
your delivery or warehouse dispatch date.
Resalable Condition Mandate: Goods must be completely unused, uninstalled, and preserved in
their original packaging.
Packaging Condition:
The box, crate, or wrapping must show absolutely no handwriting, commercial
markings, packing tape tearing, or structural compromise.
Please
choose your inventory carefully. We enforce a strict zero-return,
zero-exchange, and zero-cancellation policy once processing has begun on:
All Sale Items:
Promotional, discounted, or marked-down stock lines.
Clearance Stock:
End of Year Clearance Sale items and discontinued product lines.
Display Items: Showroom
floor stock, warehouse clearance lots, or "seconds" sold with noted
cosmetic imperfections.
Bespoke Orders: Custom
special orders, architectural fabrications, and made-to-measure products once
production or ordering has commenced.
Store Credit Only:
For all approved voluntary change-of-mind returns, exchanges, or eligible order
cancellations, only a store credit will be issued. Cash, debit, or
credit card refunds will not be granted under any circumstances.
Validity & Terms:
Approved store credits are valid for a maximum of 12 months from the
date of issue. They are strictly non-transferable, cannot be redeemed for cash,
and require full proof of identity upon redemption.
In
accordance with acceptable commercial guidelines under Australian law,
percentage-based deductions apply to voluntary customer actions to cover
inventory allocation and merchant overrides:
The 20% Restocking Fee: If an item is conditionally accepted for a return by management
but fails to satisfy the pristine packaging requirements outlined in Section
1.1, a 20% restocking fee will be applied against the transaction value.
Alternatively, the return may be completely declined.
The 20% Administrative Cancellation Fee: If a regular order is modified or cancelled
due to a customer change of mind before it undergoes warehouse
fulfillment, we reserve the right to deduct a non-refundable administrative fee
of up to 20% of the gross order value.
Fulfillment Lock Rule:
Once an order has been picked, packed, palletized, or loaded onto a transport
vehicle, it enters our locked fulfillment cycle. Cancellations past this point
are strictly prohibited.
Client Freight Responsibility: All freight, postage, or transit costs incurred when returning
goods to our warehouse for a change of mind are the sole financial
responsibility of the customer. Melbourne Building Products Pty Ltd will
not pay shipping fees or arrange item pickups for a change of mind.
Shipments In Transit:
Dispatched orders cannot be intercepted or recalled. To cancel an order already
in transit, you must accept the delivery, arrange and pay for an insured return
courier, and deliver the goods to our warehouse in pristine condition.
Non-Refundable Outbound Freight: Once a delivery service has been executed or attempted by our
courier network, the delivery fee is deemed fully consumed and is completely
non-refundable.
Post-Label Booking Liability: If an order change is requested after a carrier consignment label
has been electronically generated, the customer is fully liable for all
non-refundable carrier booking surcharges. These will be deducted from any
final store credit.
In-Transit Risk & Authority to Leave (ATL): The customer retains full financial liability
for the goods until they are safely delivered to and signed for by our
warehouse. If an "Authority to Leave" is specified on your order, the
risk of loss, theft, or weather damage transfers entirely to you upon carrier
drop-off.
Our goods
come with guarantees that cannot be excluded under the Australian Consumer Law
(ACL). 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 the goods repaired or replaced if the goods fail to be of
acceptable quality and the failure does not amount to a major failure.
If a
product supplied by Melbourne Building Products Pty Ltd features an inherent
manufacturing defect, structural failure, or verified transit damage, remedies
are handled strictly via ACL classifications:
If a
product failure is classified as minor, Melbourne Building Products Pty Ltd
reserves the right to determine the appropriate remedy. This includes providing
a timely repair, supplying a replacement component, or issuing a store credit.
A cash refund for a minor fault is offered solely at management's discretion.
If a
product features a verified major fault, the customer may elect to receive an
identical replacement, a store credit, or a full cash refund. A product
possesses a major fault if it meets any of the following criteria:
It has a problem that would have stopped someone from buying it if
they had known about it beforehand.
It has multiple minor problems that, when taken as a whole, would
have stopped someone from buying it.
It is significantly different from the showroom display sample or
product description.
It is substantially unfit for its common purpose and cannot easily
be fixed within a reasonable timeframe.
It does not do what was specifically requested and cannot easily be
fixed within a reasonable timeframe.
It is inherently unsafe to operate.
Freight Reimbursement:
If an item is confirmed by our technical team or the manufacturer to have an
inherent manufacturing defect, or transit damage verified within our reporting
window, Melbourne Building Products Pty Ltd will cover or reimburse reasonable
standard return freight costs.
Assessment Surcharges:
If the product is inspected and found not to be faulty, or if the damage
is determined to have occurred post-delivery/due to improper installation, all
transportation, handling, and manufacturer assessment costs will be borne
entirely by the customer.
No refund,
repair, or replacement will be processed under any circumstances without a
valid Melbourne Building Products Pty Ltd tax invoice or verifiable proof of
purchase. We reserve the right to have any claimed fault formally inspected and
assessed by the manufacturer's technical representative before a consumer
remedy is approved.
All
products supplied by Melbourne Building Products Pty Ltd that involve
connection to main water lines, drainage, electrical grids, gas, waste systems,
or structural glass must be installed by a qualified and licensed
tradesperson in strict accordance with relevant Australian Standards and
building codes.
Voluntary or extended manufacturer product warranties are strictly
conditional upon professional installation. We reserve the right to request a
formal compliance certificate or trade tax invoice to verify appropriate
integration before a claim is processed.
Please
inspect all materials, structural items, and fixtures thoroughly prior
to installation. While your statutory consumer guarantees remain intact,
Melbourne Building Products Pty Ltd accepts absolutely no liability or
financial responsibility for external plumbing costs, building labor, tiling,
or structural modification fees incurred to remove or replace a product if the
physical defect, transit damage, or mismatch was clearly visible before
installation commenced.
Critical Directive:
The physical installation of any product with a visible defect, transit damage,
or commercial mismatch constitutes complete and unconditional acceptance of the
product's physical condition and waives all claims to sequential installation
labor costs.
Melbourne
Building Products Pty Ltd dispatches online and delivered orders via
third-party courier networks (including the Interparcel network), operating on
automated booking systems.
To ensure a valid transit insurance claim can be successfully
lodged with external carriers, all deliveries must be completely unpacked and
thoroughly inspected for physical transit damage (including cracks, breaks, or
dents) within 48 hours of delivery receipt.
Retention of Packaging Mandate: All original delivery boxes, crates, pallets, and protective
packaging must be kept intact in the exact condition received. Moving the
product from the initial delivery point or disposing of the packaging prior to
our formal assessment may void the courier verification process.
No Inventory Allocation: A project quotation does not constitute a binding contract, nor
does it guarantee stock reservation. Materials remain available for public sale
until a formal order is processed and full payment or the required deposit is
cleared.
Entirety Acceptance Only: Quotations are calculated based on bulk material quantities and
specific product combinations. We reserve the right to void or recalculate
pricing if a customer wishes to cherry-pick individual items from a combined
project quote.
Validity Limits:
Quotations are valid for a maximum period of 30 days from the date of
issue, unless an accelerated volatility window is specified on the face of the
quote.
Price Adjustment Clause: Due to continuous fluctuations in international shipping, raw
material manufacturing, and wholesale distribution costs, we reserve the right
to adjust quoted prices within the 30-day validity window if unexpected,
significant cost increases are imposed on us by our supply network.
Errors & Omissions Excepted (E&OE): We reserve the right to correct any clerical
errors, pricing glitches, human omissions, or obvious typos on any issued
quotation without liability, even if the quote has already been sent to the
client.
The 20%
restocking fee, 20% administrative cancellation charges, store-credit
restrictions, and client-funded return transit rules outlined in this document apply
strictly to voluntary customer actions (such as a change of mind, project
layout modifications, or ordering errors).
In strict
accordance with the Australian Consumer Law (ACL), these fees,
penalties, and return transport constraints will not be enforced if you
are legally terminating an order due to a major supply delay extending
significantly past an agreed timeframe, or if the products fail to satisfy
mandatory statutory consumer guarantees as detailed in Section 2.