Refund policy
REFUND POLICY
Last updated: 1 September 2026
This Refund Policy applies to products purchased from Kingsign Acrylic. Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded under Australian Consumer Law.
1. Change-of-Mind Returns for Standard Products
We may accept a change-of-mind return for an unused and undamaged standard, in-stock product if:
* You contact us within 14 calendar days after receiving the product
* The return is approved before the product is sent back
* The product is complete, unused and in resalable condition
* All protective films, accessories and original packaging remain intact
* The product has not been installed, assembled, altered, marked or damaged
The customer is responsible for change-of-mind return delivery costs and any applicable redelivery costs.
Original delivery charges are generally not refundable for an approved change-of-mind return.
Refunds are processed after the returned product has been received and inspected.
2. Products Not Eligible for Change-of-Mind Returns
The following products generally cannot be cancelled or returned because of a change of mind once cutting, preparation or production has started:
* Cut-to-size acrylic sheets
* Custom-cut or fabricated products
* Personalised products
* Made-to-order products
* Products manufactured from customer drawings or specifications
* Specially ordered colours, sizes, finishes or materials
* Custom pool, aquarium, pressure, structural or engineering products
This restriction does not apply where the product fails to meet a consumer guarantee under Australian Consumer Law.
3. Faulty, Damaged or Incorrect Products
If a product is faulty, damaged, materially different from its description or incorrectly supplied, please contact us as soon as reasonably possible.
Please provide:
* Your order or invoice number
* A description of the problem
* Photographs or video of the product
* Photographs of the internal and external packaging
* The delivery label and freight information
* Any relevant dimensions or specifications
Please retain the product and all packaging until we confirm whether inspection, return or carrier assessment is required.
4. Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law.
Where a product has a major failure, the customer may be entitled to choose a refund or replacement and may also be entitled to compensation for reasonably foreseeable loss or damage.
Where a problem is minor, we may choose to provide an appropriate repair, replacement or other remedy within a reasonable time.
We are entitled to assess the product and the circumstances before confirming the appropriate remedy.
5. Transit Damage
Where goods are damaged during delivery, contact us promptly and retain all packaging materials. We may arrange inspection, return, replacement or another appropriate resolution.
Failure to report visible damage immediately does not automatically remove rights available under Australian Consumer Law, but prompt notification helps us investigate the freight claim.
6. Return Authorisation
Do not return goods to a warehouse or pickup location without prior written approval.
Pickup and return locations vary depending on the product. We will provide the correct return instructions after reviewing the request.
Goods sent to an unconfirmed location may be delayed or refused.
7. Return Delivery Costs
For an approved change-of-mind return, the customer is responsible for return delivery costs.
Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, Kingsign Acrylic will provide an appropriate remedy and bear reasonable return costs where required by law.
8. Refund Processing
Approved refunds will normally be issued to the original payment method after the returned product has been received and inspected.
Please allow approximately 5–10 business days for the payment provider or financial institution to process the refund after it has been approved.
Any refund timing may vary depending on the payment provider.
9. Cancellations and Order Changes
Please contact us as soon as possible if you wish to change or cancel an order.
Changes or cancellations may not be possible after payment, stock preparation, cutting, production, packing or dispatch has started.
If an approved cancellation occurs before work begins, any refund will be processed to the original payment method. Reasonable non-recoverable costs already incurred may be deducted only where permitted by law and disclosed to the customer.
10. Sale and Promotional Products
Consumer guarantees apply to sale and promotional products in the same way as other products.
Change-of-mind returns for sale or clearance products may be refused unless expressly offered at the time of purchase.
11. Contact Us
To request a return, report a problem or discuss a cancellation, contact:
Kingsign Acrylic
Email: info@kingsignacrylic.com
Phone / WhatsApp: 0451 499 843
Please include your order number, product details and supporting photographs where applicable.