Refund policy

Refund and Return Policy

Thank you for choosing Perth Insulation Centre, your trusted provider of high-quality insulation products, specializing in Knauf's Earthwool. We are committed to delivering exceptional products and service, but if you’re not satisfied with your purchase or encounter an issue, we offer a clear and customer-focused refund and return policy to give you peace of mind.

30-Day Return Policy

We gladly accept returns within 30 days of the purchase date. To qualify for a return:

  • Items must be unused, in their original condition, and in their original packaging.
  • Please include the original order confirmation or packing slip when returning an item.

Restocking Fee

  • All eligible returns are subject to a 20% restocking fee, which will be deducted from your refund.
  • Customers are responsible for return shipping costs unless the item is defective or damaged (see below).

How to Initiate a Return

  1. Contact Us:
    Email us at sales@perthinsulationcentre.com.au with:
    • Your order number.
    • Photos of the item(s) in their current condition.
    • The reason for your return request.
  2. Return Authorization:
    Once your request is approved, we will provide you with a Return Authorization (RA) number and detailed instructions for returning the item.
  3. Prepare the Return:
    • Pack the item securely in its original packaging, including any accessories if provided.
    • Write the RA number clearly on the outside of the package.
  4. Shipping the Return:
    • Customers are responsible for arranging and paying for return shipping.
    • We recommend using a trackable shipping service to ensure safe delivery.

Refund Process

  • Once we receive your return, we will inspect it and notify you via email regarding the approval or rejection of your refund.
  • If approved, your refund (minus the 20% restocking fee) will be processed within 15 business days to your original payment method.
  • Refund timelines may vary depending on your bank or payment provider.

Damaged or Defective Items

We are committed to resolving any issues with defective or damaged products promptly.

What to Do:

  1. Report the Issue:

    • Contact us immediately at sales@perthinsulationcentre.com.au or call +61 458 462 062.
    • Provide a detailed description of the issue, along with photos of the defective or damaged product.

  2. Verification:

    • Our team will review your claim and compare it with delivery photos taken at the time of shipment.
    • If verified as defective or damaged, we will cover the costs of return shipping, replacement, or repair.

Examples of Covered Issues:

  • Defective Products:
    • Products with functional issues that prevent proper use. Proof of defects is required.
  • Damaged Products:
    • Products damaged during transit. Photos must clearly show the damage.
  • Incorrect Delivery:
    • Items that differ from what you ordered (e.g., wrong product or size).

Exclusions:

  • Change of Mind: Returns due to changes in preference are subject to the standard return process, including a 20% restocking fee and customer-paid shipping.
  • Excess Orders: If you ordered too many items, returns will follow the standard return policy.

Non-Refundable Items

The following items are non-refundable:

  • Products that have been opened or used.
  • Gift cards.

Contact Information

If you have questions or require assistance with a return, please reach out to us:

We’re here to help ensure your shopping experience is smooth and worry-free!