Order support
Check before you apply.
Practical guidance for product issues and return enquiries. The written terms confirmed with your order govern any additional return arrangements.
O-02 Returns
Before accepting an order
Check the material, system components, pack quantities, colour, tone and protective finish against your project specification. Nominal coverage is not a guarantee of finished coverage. Review your substrate, texture, wastage and reinforcement requirements before committing to materials.
Do not assume change-of-mind returns or exchanges are offered for incorrect colour choices, excess quantities or goods you no longer need. Ask for the applicable written policy before an invoice is accepted, particularly for tinted or configured products.
Damaged, faulty or incorrect goods
Inspect goods and packaging on arrival. If there is a fault, transit damage or an incorrect item, stop: do not use, mix, tint or apply the affected product. Keep the packaging, delivery label and relevant batch information.
- Your order or request reference and the product name.
- A clear description of what is damaged, faulty or different from the confirmed order.
- Photographs of the product, batch label, packaging and delivery label.
- The date received and whether any material has been opened or used.
Contact us as soon as reasonably possible with these details. The enquiry form records your description; if photographs are needed, arrangements for supplying them will be confirmed separately.
Assessment before returning goods
Do not send goods back without return instructions. An assessment may need additional information or an agreed inspection before a remedy is determined. Any return must be safely packaged; dangerous goods such as VetroLiquido PRP need an appropriate transport arrangement, not an ordinary parcel label.
Repair, replacement, refund and return-cost arrangements depend on the facts, applicable consumer rights and confirmed written terms. This guidance does not promise approval of a return or limit rights available under law.
Consumer rights
Where Australian Consumer Law consumer guarantees apply, they cannot be excluded by an additional warranty or a change-of-mind policy. A major failure may give rise to a refund or replacement and compensation for reasonably foreseeable loss; other failures may require repair or replacement. The applicable remedy depends on the circumstances.