returns & refunds
All claims must be made within 7 DAYS of date of delivery.
Cancellation and Refunds
Due to the specialty nature of our products, you are unable to cancel your order once we have accepted it and payment is received.
A refund may only be given in the following circumstances: -
Is deemed faulty or defective, following assessment by our technical team and a replacement was not available at the time, please refer to the Claims section below; was not the same as advertisement or described or did not match the sample you ordered of the same item, refer Natural Fibres in our Terms and Conditions.
We do not refund for incorrect choice or overruns and incorrect quantities, nor do we warrant calculations issued by our sales representatives or online roll estimator. The onus of responsibility is upon you to correctly assess the quantity of your order at the time of payment. Please refer to the consumer code within your area for clarification of these terms.
Installation and Warranty
Our responsibility only applies for product faults and defects during manufacture. Please note that you should check all products and matching batch numbers for faults before installation. If the product is defective in any way or has a fault, a full replacement will be provided upon acceptance by our technical team of the alleged fault. All of our products come with detailed installation instructions as recommended by the manufacturer including installation and/or preferred adhesive. If these instructions are not followed and a fault or defect appears during or after installation, we will not accept any responsibility. We have recommended installers in your area and we suggest installation only by professionals. If you install (DIY), you do so at your own risk.
We also request the following checks on receipt of delivery of your order and will seek confirmation in the event of a claim:
1. Upon receiving your product please check the visible manufacture label and ensure the same batch numbers. The batch number is usually a digit sometimes with letter next to the product code.
2. Once batches are checked please unroll the first three (3) metres to check for any print errors or any unusual markings. We assume no responsibility beyond the first three (3) metres of the same batch.
To make a claim, and determine a faulty or defective product please send us an email to firstname.lastname@example.org stating your invoice number, date of receipt, application method, analysis of fault or defect and a digital image of the fault or defect. If required, we may request that the faulty or defective product be returned to us for assessment by our technical team. In this event, you will be required to return the product to us, at your cost. We will refund you the delivery cost (as reasonably determined), should it be determined that the product is faulty or defective. If the product is defective in any way or has a fault and our technical team accepts responsibly, a replacement will be provided. If we are unable to replace the faulty or defective product, a full refund will be offered.
In Australia: Warehouse 1, 51-53 Bourke Road ALEXANDRIA NSW 2015 AU
In New Zealand: City Works Depot, 6B/77 Cook Street, Auckland City, 1010 NZ
All our products are supplied on the condition that our liability for any fault or defect in the quality, condition, description, delay on delivery or fitness for purpose is limited in amount to a sum not exceeding the purchase price of the particular goods. Under no circumstances will we be responsible for any labour or liquidated damages.