Returns & Refunds

Last updated: January 2025

1. Overview

Due to the custom-manufactured nature of our kit homes, our returns and refunds policy differs from standard retail products. Please read this policy carefully before placing an order.

2. Deposits

Design Deposit

The initial design deposit is non-refundable as it covers the cost of preliminary design work, engineering assessments, and administrative processing. This deposit secures your design consultation and initial plans.

Manufacturing Deposit

Once manufacturing has commenced, the manufacturing deposit is non-refundable. If you cancel before manufacturing begins, a portion of this deposit may be refundable, less any costs incurred.

3. Cancellation Policy

Before Manufacturing

If you wish to cancel your order before manufacturing begins, please contact us immediately. We will assess your request and advise on any applicable refunds, taking into account work completed to date.

During Manufacturing

Cancellations during the manufacturing process may incur significant costs. Refunds will be calculated based on materials ordered, work completed, and restocking fees where applicable.

4. Defects and Damages

Manufacturing Defects

All Imagine Kit Homes products are covered by manufacturer warranties. If you identify a manufacturing defect, please notify us within 7 days of delivery. We will arrange for inspection and, where confirmed, repair or replacement at no additional cost.

Transit Damage

Please inspect all deliveries upon arrival. Any transit damage must be noted on the delivery documentation and reported to us within 48 hours. Photographic evidence is required for all damage claims.

5. Variations and Changes

Changes to your order after confirmation may incur additional costs and affect delivery timelines. Significant variations may require a revised quote and updated terms.

6. Consumer Guarantees

Nothing in this policy limits your rights under the Australian Consumer Law. You are entitled to remedies for goods that do not meet consumer guarantees, including repair, replacement, or refund depending on the nature and severity of the failure.

7. How to Request a Refund

To request a refund or discuss your options, please contact our customer service team at enquiries@imaginekithomes.com.au or call 1800 548 723. Please include your order number and details of your request.

8. Processing Time

Approved refunds will be processed within 14 business days to your original payment method. You will receive confirmation once the refund has been initiated.