Refund policy

Refunds, Returns, and the Australian Consumer Law (ACL) 

Our Commitment under the Australian Consumer Law

Under the Australian Consumer Law (ACL), our goods come with guarantees that cannot be excluded. 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. This statutory right takes precedence over any store policy below.

Policy for Non-Faulty Items (Change of Mind / Sizing Errors)

For issues that do not relate to a manufacturing fault or major failure (such as a change of mind, ordering the wrong size, or inability to install):

  1. Custom Orders: Shutters ordered through our custom sizing service are made specifically to your unique specifications with a 2-3 week manufacturing period. Due to the high degree of customisation, we do not offer refunds, exchanges, or store credit for custom-sized items where you have simply changed your mind or if the product does not fit due to customer measurement error. Once a custom order is confirmed and manufacturing begins, changes or cancellations are not possible. We strongly urge you to use our measurement guides and double-check all details on your final order form before confirmation.
  2. Standard Range Items: We accept returns or exchanges for our standard range shutters, provided they have not been installed, screwed into, or damaged in any way and are returned in their original condition. Items must be returned within 30 days of pickup or delivery. A restocking fee may apply.

Claims for Faulty or Defective Items (ACL Guarantees & Warranty)

Our products come with comprehensive warranty coverage:

  • PVC Shutters: 20-year warranty against manufacturing defects
  • Aluminum Shutters: 10-year warranty against manufacturing defects

If your product has a fault, defect, or fails to meet a consumer guarantee:

  • Major Failure: You are entitled to a refund or replacement at your choice, as well as compensation for any reasonably foreseeable loss or damage.
  • Minor Failure: We are entitled to choose a remedy, which will typically be a repair of the defect. If the repair is not possible, we will offer a replacement or refund.

Important: You must inspect all goods upon pickup or delivery and report any discrepancies, visible defects, or damages within 48 hours of receipt. After this period, goods will be deemed accepted.

Non-Refundable Situations

  • Damage caused by incorrect installation or misuse
  • Normal wear and tear
  • Returns resulting from customer measurement errors for custom-sized products (this is not covered by ACL guarantees)
  • Products that have been installed, modified, or altered
  • Single-panel shutters wider than 900mm (not covered by warranty)

How to Initiate a Return or Warranty Claim

To initiate a return, exchange, or warranty claim, please contact us at Sales@instantshuttersdirect.com.au with your order number and details of the issue.