Refund and Returns Policy

Your Consumer Guarantees

Under the ACL, you are entitled to consumer guarantees for goods and services. These guarantees cannot be excluded, restricted, or modified.

For products, you are entitled to a remedy if goods are faulty, not fit for purpose, or do not match their description.

For services, you are entitled to a remedy if services are not delivered with due care and skill, are not fit for the specified purpose, or are not delivered within a reasonable time.

Remedies

Depending on the nature of the issue, remedies may include repair, replacement, or refund for products, and remediation or refund for services. For major failures, you may choose your preferred remedy.

How to Make a Claim

Contact us to discuss your situation and we will work with you to reach a fair resolution in accordance with your ACL rights.

Project-Specific Terms

For details relevant to your specific engagement, please refer to your proposal and service contract. Project scope, deliverables, milestones, and any agreed variation processes are governed by those documents.

Product-Specific Terms

Our policy lasts 7 days. If 7 days have passed since your purchase, and you have not contacted us to discuss a refund or exchange, then unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. If the item is packaged, it must be repackaged. It is advisable to document any damage to external product packaging with photographs.

Certain goods are exempt from being returned. Custom sized orders items cannot be returned, as the options of design and size have been customised by the purchaser.

Refund Policy & Process

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. In case of a refund being approved, to complete your return, we require a receipt or proof of purchase.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 working days.

Exchange Policy & Process

We replace items if they are defective or damaged. This does not affect your statutory rights. Please contact us to explain your concerns with accompanying photographs, and then we may advise you to return your product, where we will inspect the items for defect or damage.

Paal Grant Designs does not accept any responsibility for items lost, stolen or damaged in transit, but we will work together with you and the shipper to locate your shipment and reach an appropriate resolution. Our excellent transport and logistics agent and preferred courier company track all parcels and offer a very professional shipping service.