Return & Exchange Policy

How ordering works

We do not sell products through an online checkout. Every project begins with an enquiry and a consultation, leading to a written quotation and order agreement. The terms of your individual order agreement take precedence over this general policy.

Product information requests

Requesting information, a brochure or an indicative price creates no obligation and is always free. Indicative pricing shown on the website is for guidance only and is not a quotation.

Quotation validity

Formal quotations are valid for the period stated on the quotation. After that period, pricing and availability may change due to material costs, specification changes or supplier conditions, and the quotation may need to be reissued.

Deposits

A deposit is typically required to confirm an order and begin design, scheduling or manufacturing. Because a deposit secures your place in production and commits resources to your project, deposits may be non-refundable once work has commenced. The exact terms are set out in your order agreement before any payment is made.

Custom & made-to-order products

Our products are manufactured to your selected configuration. As custom, made-to-order goods, they are generally not returnable or exchangeable on the basis of change of mind once production has begun.

Manufacturing variations

Modular products are partly handmade. Minor variations in dimensions, finish, colour, grain and materials are a normal characteristic of the product and are not considered defects. Imagery and samples are indicative only.

Cancellation requests

If you need to cancel an order, contact us as soon as possible. The outcome depends on the stage of your project — design, procurement, manufacturing or delivery — and any costs already incurred. We will always try to find a fair resolution within the terms of your order agreement.

Faulty or damaged goods

Our products come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, or is damaged or not as described, you are entitled to a remedy. Please contact us promptly so we can assess the issue and arrange repair, replacement or another appropriate remedy.

Nothing in this policy limits your rights under the Australian Consumer Law.

Contact us

If you have any questions about this document, please get in touch and our team will be glad to help.

Email: info@moduhaus.au