Refund policy
At Patio Crest, customer satisfaction is important to us. We aim to provide a straightforward and transparent returns process, ensuring that customers receive appropriate support if a product does not meet expectations or arrives with an issue.
This policy explains our return eligibility, refund procedures, exchanges and customer rights under Australian Consumer Law.
1. 30-Day Return Policy
We offer a 30-day return period from the date your order is delivered.
To be eligible for a change-of-mind return, the following conditions apply:
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The return request must be submitted within 30 days of delivery.
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The item must be unused, undamaged and in its original condition.
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The product must be returned with its original packaging, accessories and included components.
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Proof of purchase, such as an order number or receipt, must be provided.
To initiate a return, please contact support@patiocrest.shop before sending any products back.
2. Damaged, Defective or Incorrect Items
Please inspect your order upon delivery. If you receive a damaged, defective or incorrect product, contact our customer support team as soon as possible.
When submitting your request, please include:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging, where available
Our team will review your request and arrange an appropriate solution, which may include a replacement, repair or refund.
Nothing in this policy limits your rights under Australian Consumer Law.
3. Change-of-Mind Returns
If you change your mind about a purchase, you may request a return within 30 days of receiving your order, provided the product meets our return eligibility requirements.
For approved change-of-mind returns:
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The item must remain unused and in its original condition.
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Customers are responsible for return shipping costs.
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Original delivery charges are generally non-refundable.
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Refunds will be processed after the returned item has been received and inspected.
These conditions do not apply where a customer is entitled to a remedy under Australian Consumer Law.
4. Non-Returnable Items
Certain products may not qualify for change-of-mind returns, including:
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Used, damaged or altered products
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Items missing essential parts or accessories
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Personalised or custom-made products
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Products returned outside the 30-day return period
These exclusions do not affect your statutory consumer guarantees or rights relating to faulty, damaged or incorrectly described products.
5. Return Process
To request a return, please follow these steps:
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Email support@patiocrest.shop with your order number and reason for return.
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Our customer support team will review your request and provide return instructions.
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Securely package the product, including its original components and accessories.
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Send the parcel to the return address provided by our support team.
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Once the item is received and inspected, we will notify you of the refund decision.
Please do not send products to our business address without contacting us first.
6. Refund Processing
Once your return has been received and approved, your refund will be issued to the original payment method used during checkout.
Refunds are generally processed within 3–5 business days following approval. Your bank or payment provider may require additional time for the funds to appear in your account.
We will notify you once your refund has been processed.
Where Australian Consumer Law requires a refund, we will provide it within a reasonable time and in accordance with your legal rights.
7. Return Shipping Costs
Return shipping responsibilities depend on the reason for the return.
Change-of-mind returns: Customers are responsible for return shipping costs unless otherwise agreed.
Faulty, damaged or incorrect products: Patio Crest will cover reasonable return shipping costs where required by Australian Consumer Law.
We recommend using a tracked shipping service for change-of-mind returns, as customers are responsible for ensuring returned products reach the designated return location.
8. Exchanges
If you wish to exchange a product, please contact our customer support team to discuss available options.
Exchanges are subject to product availability and the applicable return conditions.
For faulty products, we will provide the remedies required by Australian Consumer Law.
9. Order Cancellations
If you need to cancel an order, please contact support@patiocrest.shop as soon as possible.
We will attempt to accommodate cancellation requests before dispatch.
If your order has already been shipped, cancellation may no longer be possible. You may still request a return after delivery in accordance with this policy.
10. 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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These statutory rights apply independently of our voluntary 30-day return policy.
11. Contact Information
For any questions regarding returns, refunds or exchanges, please contact:
Patio Crest
Email: support@patiocrest.shop
Phone: +61 480 043 908
Website: https://patiocrest.shop
Business Address:
4 Macclesfield Road
Monbulk, VIC 3793
Australia
Our customer support team is available to assist with your enquiries and help ensure a fair resolution.