Refund policy

Last updated 29 September 2026

Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, damaged or incorrect goods

Contact us as soon as you notice a problem, with your order number, a description and photos. We will arrange a repair, replacement or refund in line with your rights. Please do not return goods before we have agreed the arrangements with you. Where goods are faulty, damaged in transit or not what you ordered, we cover the cost of return freight.

Change of mind

We accept change of mind returns on stocked products within 14 days of delivery, provided the goods are unused, undamaged and in their original packaging. A restocking fee of 20 per cent of the product price applies and you pay the return freight. Contact sales@binoweegroup.com.au before sending anything back so we can arrange the return.

Products made to order, imported to order or made to your specification, including custom sizes, finishes and fabrics, cannot be returned for change of mind.

Manufacturer warranty

Many products carry a manufacturer warranty in addition to your rights under the Australian Consumer Law. Where a warranty period applies, it is shown in the specifications on the product page. The warranty covers defects in materials and workmanship under normal commercial use in line with the care instructions. It does not cover fair wear and tear, misuse, accidental damage, modification, or use outside the rated capacity.

How to make a claim

Email service@binoweegroup.com.au or write to Binowee Group, Level 1, 100 George Street, Redfern NSW 2016, phone 02 9188 5180. Include your order number, the product, a description of the problem and photos. We will respond and agree the next step with you. Where a claim is accepted, we cover the freight and the cost of repair or replacement. If inspection shows the problem is caused by fair wear and tear, misuse, accidental damage or installation by others, we may charge the reasonable cost of inspection and freight, and we will tell you before those costs are incurred. The benefits of this warranty are in addition to your other rights and remedies under the law.