Refund Policy

Basic Policy Pointers

Lattice Factory accepts eligible return requests submitted within 14 days of purchase. Requests received after this period fall outside our standard return policy. Your rights under the Australian Consumer Law remain unaffected and do not expire solely because 14 days have passed.

Return Eligibility

An approved return must be unused, uninstalled, unmarked, and in the same condition received. Original packaging, labels, accessories, fittings, and instructions must remain complete.

Lattice Factory does not accept returns for change of mind, incorrect choice, colour preference, size selection, or a product no longer being required. Please review measurements, finishes, specifications, and intended use before ordering. Visit our Reservoir showroom where product inspection would help your decision.

Non-Returnable Items

The following products are excluded from standard returns:

Gift cards
Custom-made products
Cut-to-size products
Special orders and order-in products
Non-stocked items
Clearance, sale, special, job-lot, or pack-lot products
Products drilled, cut, trimmed, dressed, ripped, painted, installed, altered, or damaged after delivery

These exclusions do not remove any remedy available under Australian Consumer Law when goods are faulty, unsafe, incorrectly supplied, or do not match their description.

Proof of Purchase

A receipt, tax invoice, order confirmation, or other purchase record is required. Contact Lattice Factory before returning goods. Do not send products to a manufacturer or third party.

Partial Refunds

Lattice Factory reserves the right to approve a partial refund where an accepted product has missing packaging, fittings, accessories, or components for reasons unrelated to our error. A return showing wear, installation marks, damage, or alteration is not eligible under the standard policy.

Refunds

After receiving your return, our team will inspect the product and advise whether the request has been approved or declined. Refunds approved are also issued to the original method of payment.

Bank and card processing periods differ between providers. Any approved return outside a remedy required by Australian Consumer Law attracts a 15% restocking fee. No restocking fee applies where charging one would conflict with your statutory rights.

Late or Missing Refunds

First, review your bank or card account. Next, contact your payment provider and bank, since processing often takes several business days.

After completing these checks, email info@screeningsolutions.com.au with your order number and refund approval details.

Sale Items

Clearance, sale, and special items are not accepted under the standard returns policy. Consumer guarantees still apply to faulty or incorrectly described goods, regardless of sale status.

Exchanges

Lattice Factory offers exchanges or a full replacement where an item arrives damaged, defective, or incorrect, following inspection and verification. Contact info@screeningsolutions.com.au promptly and provide your order number, photographs, and a description of the issue.

Your Australian Consumer Law rights also apply, including any right to choose a refund or replacement for a major problem.

Gifts

Gift cards are non-returnable. Where a return involving a gifted product qualifies, any approved refund is issued through the original payment method used for purchase. The original purchaser might therefore receive the refund notification.

Shipping

Send approved returns to:
Lattice Factory
41 Banbury Road
Reservoir VIC 3073

The customer is entitled for return delivery costs for approved standard returns. Original delivery fees are non-refundable. Where free delivery formed part of the order, the standard delivery charge is deducted from the refund, together with the 15% restocking fee.

For confirmed faulty, damaged, or incorrect goods, Lattice Factory will meet its obligations for reasonable return costs or collection under Australian Consumer Law.

Use secure packaging and a trackable delivery service. Consider transit insurance for higher-value goods. Lattice Factory is not responsible for customer-arranged return parcels lost or damaged before arrival. Keep your postage receipt.