Refund policy

Last updated: May 2025

1. Our Commitment Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes any guarantees, rights, or remedies you have under the ACL or any other applicable law.

2. Consumer Guarantees

Under the ACL, our products must be:

•       Of acceptable quality — safe, durable, free from defects, and fit for the purpose for which they are commonly supplied

•       Fit for any specific purpose you made known to us before purchase

•       Accurately described and matching any sample or demonstration model shown

•       Free from any undisclosed encumbrances or securities

 

3. Major vs Minor Failures

Major Failure

A failure is considered major if the product:

•       Would not have been purchased if you had known about the problem

•       Is significantly different from the description or sample

•       Is substantially unfit for its common purpose and cannot easily be fixed

•       Is unsafe

 

For a major failure, you may choose between a refund, replacement, or repair.

Minor Failure

For a minor failure, we may choose to offer a repair, replacement, or refund. We will endeavour to resolve minor issues promptly and at no cost to you.

4. Faulty or Damaged Products

If your product arrives faulty, damaged, or not as described, please contact us within 48 hours days of receiving your order. To assist us in resolving your claim quickly, please provide:

  • Your order number
  • A clear description of the fault or damage
  • Photographs of the product and packaging (including any visible transit damage)

We will assess your claim and, where eligible, arrange a repair, replacement, or refund. Where a product must be returned, we will cover the cost of return shipping for confirmed faults.

5. Change of Mind

We do not offer refunds or exchanges for change of mind. Please choose carefully before placing your order. If you are unsure whether a product is right for your needs, we encourage you to contact us before purchasing — our team is happy to help and you can contact us here {Insert hyperlink to Contact Us page}.

6. Products Excluded from Returns

The following products are not eligible for return or refund unless they are faulty or have failed to meet a consumer guarantee:

  • Custom-made or made-to-order products
  • Products that have been installed, modified, or used in a manner inconsistent with their instructions
  • Products damaged due to misuse, neglect, or failure to follow installation guidelines

Note: These exclusions do not affect your rights under the Australian Consumer Law.

7. How to Make a Claim

To initiate a return or refund claim, please contact us at:

Dubbo Lighting Centre

hello@dubbolighting.com.au

02 6882 5500

32 Wingewarra Street, Dubbo NSW 2830

We aim to respond to all enquiries within 2 business days. All returns must be approved by Dubbo Lighting Centre prior to be shipped back. Items returned without prior authorisation may not be accepted. Once approved, we will provide instructions for returning the item.

8. Refund Processing

Approved refunds will be processed using the original payment method within 5–10 business days of us receiving and assessing the returned product. Processing times may vary depending on your financial institution.

9. Questions

If you have any questions about this policy or your consumer rights, you can also contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state or territory consumer protection agency.