Refund policy

Warranty & Returns

Shutter Masters Australia is committed to providing quality products to our customers. If you believe a product supplied by us is faulty or does not meet the required standard, please contact us at contact@shuttermasters.com.au within 7 days of receiving your order.

Eligibility & Process

To lodge a warranty or return claim, please ensure the following:

  • Your email includes your full name, delivery address, and tax invoice number.
  • A clear and detailed description of the issue is provided, including any relevant photographs where applicable.
  • No product is to be returned without prior written authorisation and a completed Customer Claim Form issued by Shutter Masters Australia.
  • Return packaging must be of sufficient quality to protect the goods in transit.
  • The cost of returning goods to Shutter Masters Australia is the responsibility of the customer.

Upon receipt of the returned item, our technicians will inspect and test the product. Where warranted, we will repair or replace the item and arrange delivery back to you. Warranty periods vary by product and are stated on the relevant product description page.

Exclusions

We are unable to offer refunds, replacements, or exchanges in the following circumstances:

  • Change of mind — including but not limited to: no longer wanting the item, finding it available elsewhere at a lower price, or having no use for it.
  • Compatibility or fit — where the product is incompatible with, or unsuitable for, the customer's specific application, setup, or requirements, and the product itself is free from defect.
  • Incorrect selection — where the customer has ordered an incorrect size, colour, or specification, and the product supplied matches the order as placed.

Australian Consumer Law

In addition to any manufacturer's warranty on selected products, Shutter Masters Australia provides a guarantee of acceptable quality on all products as required by law. You are entitled to a replacement or refund for a major failure, and to compensation for other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality, even where the failure does not constitute a major failure.

This policy is not intended to exclude or limit any rights you may have under the Competition and Consumer Act 2010 (Cth) or applicable State or Territory legislation.