Refunds & Returns Policy
Returns – Standard Stock Products
We offer a 30-day return period from the date you receive your item.
Returns and refunds apply only to non-customised, standard stock products.
To be eligible for a return, the item must:
- Be unused and uninstalled
- Be in the same condition as received
- Be returned in its original packaging
- Be accompanied by proof of purchase
All return requests must be approved prior to sending items back.
Please contact us by email to request a return: [email protected] Once approved, return instructions will be provided.
Return address:
Flomet Australia Pty Ltd
3 June Avenue
Dromana VIC 3936
Items returned without prior approval will not be accepted.
Custom-made, made-to-order, or special-order products are manufactured specifically to customer specifications.
For this reason, custom products are not eligible for return or refund due to change of mind once production has commenced.
Flomet stands behind the quality of its manufacturing.
If a custom-made product is found to be:
- Defective due to a manufacturing fault, or
- Incorrectly produced compared to approved specifications
We will assess the issue and, where appropriate, arrange a repair, replacement, or remake in accordance with Australian Consumer Law.
For custom products manufactured to customer-supplied drawings, measurements, or specifications, the customer is responsible for ensuring accuracy and suitability for the intended application.
Flomet is not responsible for design suitability or installation outcomes where the product has been manufactured exactly as approved by the customer.
The following items are not eligible for return or refund:
- Custom-made or special-order products (change of mind)
- Personalised or modified items
- Sale or clearance items
If you are unsure whether a product is standard or custom-made, please contact us before placing your order.
Please inspect your order immediately upon delivery.
If your item is damaged, faulty, or incorrectly supplied, contact us as soon as possible with details and supporting photos.
We will assess the issue and resolve it in accordance with Australian Consumer Law.
We do not offer direct exchanges.
If eligible, the fastest way to obtain a different item is to:
- Return the original item, and
- Place a new order once the return is approved.
Once a returned item is received and inspected, we will notify you of the outcome.
If approved:
- A 25% restocking fee applies to returned standard stock items
- The remaining balance will be refunded to the original payment method
Approved refunds are processed promptly once the return process is completed.
If more than 15 business days have passed since approval and you have not received your refund, please contact us.
Nothing in this policy limits your rights under the Australian Consumer Law.
You are entitled to a repair, replacement, or refund for major failures and compensation for any other reasonably foreseeable loss or damage.