CHROMAGUARD CUSTOM COATINGS

Returns and Refunds

Effective date: 1st September 2026

This policy explains change-of-mind returns, cancellations and how we resolve problems with goods purchased from ChromaGuard Custom Coatings. Read it alongside our Terms of Sale and Delivery and Pickup policy.

1. Contact and your legal rights

ChromaGuard Custom Coatings is operated by A&B Building Services Pty Ltd, ABN 70 152 812 612 (we, us or our).

Email: info@chromaguard.com.au

Telephone: 0494 798 873

Website: www.chromaguard.com.au

Nothing in this policy excludes or restricts rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law (ACL). Eligible business purchases may also attract consumer guarantees. Any manufacturer warranty is additional to your applicable statutory rights.

2. Change of mind

We do not generally accept returns because you changed your mind, ordered excess stock, no longer need the goods, or selected a product or colour you later decide you do not want. This applies even where the goods remain unopened or unused. It does not apply where we supplied the wrong goods or you have another legal entitlement to a remedy.

If we agree to a voluntary return, we will confirm the items, required condition, return arrangements, refund or credit, and any agreed freight cost or deduction before you send anything back. Conditions for a voluntary return do not apply to a remedy required by law.

3. Custom colours and cancellation requests

Custom-tinted, made-to-order and specially procured goods are generally unsuitable for change-of-mind returns. A standard or pre-set colour may still be tinted to order. These restrictions do not prevent a claim for faulty, damaged or incorrectly supplied goods, including an incorrect tint or a failure to meet an agreed description or sample.

Contact us promptly if you want to change or cancel an order. We will confirm what is possible. Voluntary cancellation may not be available once preparation, tinting, special procurement or dispatch has begun. Any discretionary cancellation deduction will be explained and agreed in advance. Cancellation and refund rights required by law remain unaffected.

4. Remedies for product problems

Where ACL guarantees apply, a major failure entitles you to choose a refund or replacement, or keep the goods and seek compensation for their reduced value. A major failure can include unsafe goods, a substantial departure from the description or sample, or a serious suitability problem that cannot readily be fixed.

For a minor failure, we may choose an appropriate remedy and must provide it without charge within a reasonable time. If we cannot or will not do so, further rights may arise, including a refund, replacement or recovery of reasonable repair costs. Compensation for reasonably foreseeable loss may also be available where required by law.

5. Reporting an issue

Email us with your order reference and any other proof of purchase such as original packaging. Let us know the product/s concerned and a short description of the issue. Include photographs, the label and batch number if safely available. If the coating has been applied, tell us when and where it was used. We may request further information relevant to the issue.

Please report visible damage, leaks, missing items or incorrect goods promptly. There is no fixed short notification period under this policy that automatically removes statutory rights. Stop using the product if continued use could be unsafe or worsen damage.

6. Assessment and application issues

We may reasonably assess the goods before deciding the appropriate response. This may involve photographs, samples, inspection or consultation with the manufacturer. We will explain the next steps and keep you informed. You do not need to pursue the manufacturer before seeking a remedy from us.

A coating failure may involve the product, storage, preparation, mixing, application, curing or site conditions. We may ask relevant questions to identify the cause. Problems caused solely by misuse or incorrect application do not necessarily indicate defective goods. We will also consider our own advice and representations; reading an SDS or TDS does not waive statutory rights.

Retain relevant goods and evidence where safe and practical. Do not delay urgent safety measures or keep leaking or unsafe material merely for inspection. Where disposal or remedial work is necessary, document the issue where possible and contact us.

7. Return arrangements and freight costs

Contact us before sending coatings back so we can arrange a suitable return location and safe transport. Do not assume the pickup warehouse or a business correspondence address accepts returns. Some products are dangerous goods and require specialist transport. This process is for safe handling and does not make statutory rights dependent on discretionary approval.

For faulty goods that are heavy or difficult to return, we will arrange collection or pay appropriate transport costs. We reimburse reasonable return costs for confirmed product problems. Keep transport receipts. No restocking or processing fee applies to a remedy required by law.

If we find no product problem, any lawful collection or inspection charge must have been explained with a reasonable estimate before the cost was incurred. Original delivery charges and any other loss will be addressed according to your legal entitlement; they are not automatically excluded from a refund or compensation claim.

8. Refunds and unresolved concerns

Where a refund is due, we will process it promptly and confirm when it has been issued. Bank or payment-provider processing may affect when it reaches you. Refunds use the original payment method unless otherwise agreed. We will not require you to accept store credit instead of a refund you are legally entitled to.

If you disagree with an assessment, contact us with the reason and any further information. We will review the matter and explain our response. This does not prevent you seeking help from NSW Fair Trading or the relevant consumer agency, court or tribunal.