Refund policy
Returns & Refunds Policy
We want you to be confident when purchasing your Selfbuild Patio. Please read the following carefully to understand our return and refund terms.
Change of Mind
Because our Selfbuild patio kits are made-to-order, we are unable to accept returns or issue refunds for change of mind once production has started. If you need to cancel your order, please contact us as soon as possible. Orders cancelled before manufacturing begins may be refunded, less any administrative or transaction fees.
Damaged or Faulty Items
All Selfbuild patio kits are carefully inspected prior to dispatch. However, in the rare event your order arrives damaged or with missing components, please notify us within 48 hours of delivery. We will request photos and a description of the issue to assist in resolving the matter quickly.
Incorrect Orders
If you receive the wrong item, please contact us immediately. We will arrange for the correct product to be sent to you at no additional cost.
Returns (if approved)
In cases where a return is approved (outside of damages/faults), goods must be:
- Returned within 14 days of approval.
- Unused, uninstalled, and in original packaging.
- Shipped at the customer’s expense to our warehouse in Casula, NSW.
Refunds will only be processed once the items are inspected and confirmed to be in resalable condition.
Non-Returnable Items
Custom-made patio kits and cut-to-size materials are non-returnable unless damaged or faulty. Items that have been installed, altered, or modified cannot be returned.
Refund Processing
Approved refunds will be processed within 7–10 business days of receiving returned goods.
Please note that shipping fees are non-refundable, except where the return is due to our error (e.g. wrong item supplied).