Refund policy

1. Scope and Consumer Rights

This Refund Policy applies to purchases from FOSHAN.COM.AU. It should be read together with our Terms of Service and Shipping Policy.

Nothing in these documents excludes, restricts or replaces any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law (ACL). Depending on the transaction, these rights may apply to business purchases as well as personal purchases.

2. Change of Mind and Order Cancellation

Once a tile order has been confirmed and the deposit received, we do not offer returns, exchanges or refunds solely because you change your mind. This includes:

A change in design preference;
Over-ordering or leftover tiles;
An incorrect selection made by you; or
A project change unrelated to a failure by us.

Please check the product details, quantities and suitability before paying the deposit.

Contact us promptly if you wish to change or cancel an order. We will confirm whether a voluntary change or cancellation is possible and provide any proposed terms for your agreement.

This policy does not impose an automatic forfeiture of the entire deposit in every cancellation. Any amount retained must have a lawful basis.

This section does not apply where you have a legal right to a remedy, including for faulty, misdescribed, incorrectly supplied or undelivered goods.

3. Faulty, Damaged or Incorrect Goods

Faulty;
Damaged in transit;
Materially different from their description or sample;
Different from the confirmed order; or
Supplied in an incorrect quantity.

We will assess what happened and arrange a remedy appropriate to the circumstances and your legal rights.

No fixed percentage of transport breakage automatically disqualifies a claim. The recommended allowance for cutting and installation wastage is not a deduction from the quantity or quality we agree to supply.

4. Available Remedies

Where the ACL applies, a major product failure generally entitles you to reject the affected goods and choose a refund or replacement, subject to the statutory rules for rejection. You may instead keep the goods and claim compensation for their reduced value.

For a minor failure, we may choose an appropriate remedy and must resolve the issue at no cost within a reasonable time. Further remedies may be available if we do not.

You may also be entitled to compensation for reasonably foreseeable loss caused by a failure.

We will not require you to pursue the manufacturer or freight carrier instead of raising the issue with us.

5. How to Request Assistance

Email info@foshan.com.au or call +61 456 777 333.

Please provide:

Your name;
Your order or invoice number, or other proof of purchase;
A description of the issue; and
The affected product and quantity.

Clear photographs of the goods, packaging and labels, and a video if available, will help us assess the issue.

For visibly damaged pallet packaging, avoid unpacking where safe, record its condition and contact us promptly.

If a problem becomes apparent during installation, stop using the affected tiles and seek our advice before continuing. We may arrange a reasonable inspection.

Original packaging is not a condition of a statutory remedy. An inability to provide photographs or a video does not automatically invalidate a claim.

There is no blanket 24-hour or seven-day cutoff for statutory claims. Applicable legal time limits depend on the circumstances.

6. Returns and Transport Costs

Where faulty goods are too large, heavy or difficult to return, we will arrange collection or meet the reasonable return costs as required by law.

If a fault is confirmed, we will reimburse reasonable return expenses you have paid. Please keep the relevant receipts.

If no fault is found and we propose an inspection or collection charge, we will explain the charge and provide a reasonable estimate before collection. Any such charge will apply only where lawful.

For any discretionary change-of-mind return that we agree to accept, the transport arrangements and other applicable conditions will be agreed with you in writing before the return.

7. Refund Processing and Supply Problems

Once your entitlement and the refund amount have been established, we will confirm the outcome and process the refund without undue delay.

Refunds will normally be made using the original payment method unless you agree otherwise. Processing by your bank or payment provider may affect when the funds appear in your account.

We will not substitute store credit for a refund to which you are legally entitled unless you agree.

If we cannot supply the agreed goods, we will discuss the available options with you and refund amounts paid for goods that we cannot supply where required by law. We will not substitute another product without your agreement.

8. Contact and Unresolved Concerns

For a return, refund or complaint, contact us:

Email: info@foshan.com.au
Phone: +61 456 777 333

Please include your order details. We will explain the assessment outcome and the proposed next steps.

You may also seek assistance from NSW Fair Trading or the consumer protection agency in your state or territory and use any other remedies available to you.

For more information about consumer rights, visit the Australian Competition and Consumer Commission.