This policy covers change-of-mind returns of Verdecor decorative panels and Knox System hardware, storage, lighting and related components purchased from Knox One Pty Ltd. Only complete goods in resellable condition may be accepted after inspection at our warehouse. Defects, delivery errors and statutory remedies are handled separately in section 6.
1. Eligible change-of-mind returns
1.1 Goods must be current standard stock products purchased from us, unused, complete and in resellable condition. Knox System hardware must be suitable for sale to another customer as a complete unused product. Provide order or invoice details.
1.2 Panels must not have been cut, drilled, edged, installed or modified. Hardware that has been assembled, fitted, installed, altered or used is not eligible for a change-of-mind return, even if it has later been removed. Goods must be free of damage, stains, moisture exposure and deformation.
1.3 Custom-made products are not eligible for change-of-mind returns. This includes cut-to-size or modified goods, special-order colours, non-stock products and goods made or ordered to customer specifications. This exclusion does not remove remedies for a defect, misdescription or our supply error.
1.4 All original packaging, labels, components, fixing kits, accessories and supplied instruction manuals must be present and intact. Missing parts, missing or damaged original packaging, missing manuals, installation marks or other conditions that prevent resale are grounds for rejection. Opening a package for inspection alone does not establish eligibility; the complete product and packaging must still meet the resale standard.
2. Request period and written authorisation
2.1 Lodge a written return request within 7 calendar days after delivery. This is the request deadline; pickup need not be completed within that period.
2.2 Include invoice or order number, product details, quantities, reason and photographs of goods and packaging. We assess eligibility and explain approved items, fees, pickup or warehouse instructions and the return reference.
2.3 Do not return goods before written authorisation. Requests after 7 days need written approval by an authorised Company representative and may be declined for change-of-mind returns.
2.4 A return authorisation permits goods to be sent to our warehouse for inspection only. It is not confirmation of acceptance or a promise of refund. Final acceptance depends on the actual goods and packaging passing the warehouse resale-condition assessment in section 5.
3. Restocking fee and additional costs
3.1 For each approved change-of-mind return, the restocking fee is 15% of the net invoiced value (excluding GST) of the goods actually accepted for return, or AUD $60 excluding GST, whichever is greater, plus 10% GST. The minimum fee is therefore AUD $66 including GST. The calculation excludes outbound freight and goods not returned.
3.2 The fee includes standard warehouse handling, inspection, repackaging and one standard pickup within our confirmed service zone. Zone and pickup conditions are confirmed in writing before authorisation. Customer-arranged delivery does not automatically reduce the minimum handling fee.
3.3 Tail-lift vehicles, difficult access, extra labour, repeat attendance or out-of-zone pickup may incur additional charges. We explain those charges, GST, total fees and the estimated net refund before you confirm the return arrangements. An included standard pickup is not charged twice. For a low-value return, the minimum fee may use up the goods refund; any amount exceeding that refund requires your separate written agreement before costs are incurred. You may decline the return before an agreed pickup or other chargeable service is arranged.
3.4 Original outbound freight is not refunded for change-of-mind returns unless agreed. For section 6 claims, no restocking or standard return transport charge applies, and any legally required freight remedy is provided.
3.5 Examples with no other charges: goods invoiced at $100 + $10 GST attract the minimum $60 + $6 GST fee, leaving a $44 goods refund. Goods invoiced at $500 + $50 GST attract a $75 + $7.50 GST fee, leaving a $467.50 goods refund. Any previously agreed additional charge is shown separately.
4. Pickup, packaging and transport
4.1 Prepare goods at the agreed accessible collection point. Protect panels from moisture and bending; package hardware with all components securely. Follow written return instructions.
4.2 You may deliver authorised returns at your cost to the designated warehouse. Confirm opening hours and reference first; the Company address does not authorise leaving goods unattended.
4.3 You are responsible for damage caused by inadequate packaging or handling under your control. We remain responsible for our handling and transport obligations. Assessment must establish the damage cause; our arranging pickup alone is no reason to reject a return.
4.4 The authorisation will specify the warehouse or pickup arrangement and an agreed return date. Contact us before that date if it cannot be met so that revised arrangements can be considered. Do not send goods to an unconfirmed location.
5. Inspection, credit and refunds
5.1 All change-of-mind returns must be received and inspected at the designated Knox One warehouse before acceptance, credit or refund. Knox One retains responsibility and final assessment authority for determining whether those goods meet this policy’s resale conditions. The assessment covers completeness, original packaging and manuals, installation or use, damage and suitability for resale. We explain any rejection and its findings. Initial inspection is targeted within 5 business days of warehouse receipt; a material delay will be explained.
5.2 Goods that fail the inspection are not accepted for a change-of-mind refund or credit. We will notify the customer, explain the reason and arrange to send the rejected goods back to the customer. Any reasonable return-to-customer freight charge and delivery arrangements will be explained and agreed in advance. This process does not replace the separate remedies for defects or our supply error in section 6.
5.3 Once goods are confirmed to be in resellable condition and accepted, we confirm the quantity, approved restocking fee and any agreed deductions. Paid returns are refunded to the original payment method, or applied as account credit if the customer agrees. Unpaid invoices receive a credit note. Refund processing is targeted within 10 business days of acceptance; bank processing time may be additional.
5.4 We provide a calculation record. A statutory refund is not substituted with store or account credit without agreement and is provided within the legally required timeframe. Our inspection assessment does not remove rights to seek review or exercise non-excludable legal rights.
6. Defects, incorrect supply and legal rights
6.1 Promptly contact us for defects, damage in delivery we arranged, incorrect supply or goods not matching an accepted order. We assess and arrange appropriate replacement, correction or refund, subject to consumer guarantees and applicable warranties. Our voluntary product warranties provide replacement rather than repair; discontinued products may be refunded or substituted with an agreed reasonably suitable similar product.
6.2 No restocking fee applies to verified manufacturing defects or our delivery error. We arrange or reimburse reasonable return transport for a valid claim. Retain receipts and discuss unusual costs first where practicable. If return is impracticable, discuss inspection or collection.
6.3 The 7-day change-of-mind limit, packaging conditions and custom-product exclusion do not remove statutory remedies for faulty goods. Report visible delivery issues within 7 days and concealed defects promptly on discovery; late notice does not automatically remove statutory rights.
6.4 For any reported panel issue, the customer must take and retain clear photographic evidence and send it to their Knox One sales representative, together with the order or invoice number and product details. Include an overall view, close-ups of the issue and relevant packaging, product labels or batch details. A written description alone is insufficient for our normal panel assessment. The sales representative will coordinate the investigation and after-sales handling. Retain the affected panels and packaging for further inspection; this evidence procedure does not exclude non-excludable legal rights.
7. Updates and contact
7.1 Updates apply to purchases after publication and do not retrospectively reduce existing return or warranty rights.
Knox One Pty Ltd | ABN 87 149 600 671
13-15 Endeavour Way, Braeside, VIC 3195, Australia
Telephone: (03) 9543 6666
Returns requests: sales@knoxone.com.au