Refunds and returns

Last updated: 3 September 2026

If you are not happy with your purchase we are here to help. This page sets out how cancellations, change-of-mind returns and faulty goods are handled.

Cancelling an order

Any order can be cancelled at no cost until it ships. Most orders ship within 24 hours, so if you need to change or cancel one, contact us within 12 hours of ordering. A 12.5% service and processing fee applies to cancellations. Once packing and shipping have started the order can no longer be cancelled, and the return terms below apply instead.

Changing your mind

Australian law gives no automatic cooling-off period for an online order, so this is our own policy rather than a legal right. You have 15 days from the date of purchase to return a product for an exchange or refund, for any reason.

To be eligible the product must have been bought in the last 15 days, be in its original packaging, and be covered by a receipt, order confirmation or other proof of purchase from this website. We cannot accept returns of items bought from a third-party retailer.

On a change-of-mind return a non-refundable $29 per-order packing and handling fee applies, the item must be shipped back to the warehouse it was sent from, and return postage is at your cost. Refunds are processed 24 to 48 hours after we receive the item, back to the original payment method, or held as credit if you would rather.

Faulty, damaged, incorrect or missing orders

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Those consumer guarantees cannot be excluded, and nothing above applies to them: if an item arrives faulty, damaged, missing parts, not as described, or does not arrive at all, tell us and we will put it right at no cost to you. No $29 fee applies, and you do not pay return postage. Depending on the failure you can ask for a repair, a replacement or a refund, and for a major failure the choice is yours.

Starting a return

Email theteam@concretemouldshop.com.au with your order number and what has gone wrong. Support is available seven days a week and we aim to answer within 24 hours. An existing case already open with our shared case desk at caseresolution@customersupport.care carries on there.