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Policy

Policy

Returns and damage

Because each piece is made to order, change-of-mind returns are limited. This policy explains how natural variation, transit damage, defects, incorrect goods, and Australian Consumer Law remedies are handled.

Policy summary

  • Made-to-order pieces are not returned for change of mind once production or supplier commitment has begun, except where law requires.
  • Natural stone variation is expected when it matches the approved description, sample or normal material character.
  • Damage, defects or incorrect goods should be reported promptly with photos and order details.
01

Made-to-order goods and change of mind

  • Each piece is custom made to the approved specifications for your order.
  • We do not offer change-of-mind returns, refunds, or exchanges once production, stone commitment, or supplier commitment has begun, except where required by the Australian Consumer Law (ACL) or another law.
  • Before production, stone commitment, or supplier commitment has begun, you may request cancellation. We may deduct reasonable costs already incurred and refund any balance, unless the quote gives you a more favourable right.
  • A change in preference, room design, site readiness, budget, project timing, or client approval is generally treated as change of mind where the goods match the approved order and do not fail to meet a consumer guarantee.
02

Natural stone variation is not a defect

  • Natural stone varies in colour, veining, movement, pores, fissures, filled areas, texture, crystal structure, fossilisation, mineral lines, and tone.
  • Samples, photos, videos, renders, and quality-control images are guides only and may look different under different lighting, screen settings, finishes, sealers, and room conditions.
  • Variation that is consistent with the nature of the stone, the approved disclosure, or the approved sample/description is not treated as a defect and is not a basis for return.
  • If exact colour, bookmatching, vein direction, dimensional tolerance, or finish tolerance is critical, it must be stated before quote approval and confirmed in writing.
03

Delivery and transit damage

  • Please inspect the goods and packaging on delivery before signing delivery documentation where practical.
  • Visible transit damage, packaging damage, missing items, or delivery concerns should be noted on the delivery documentation and reported to us promptly with photos, ideally within 48 hours of delivery.
  • Concealed damage should be reported as soon as reasonably possible after discovery, with clear photos and order details.
  • The 48-hour reporting request helps us deal with carriers, insurers, and suppliers quickly. It does not limit any rights you have under the ACL.
  • Please keep packaging where practical because it helps carrier, insurer, and supplier assessment. Failing to keep packaging does not by itself remove any ACL rights.
  • Do not attempt repair, and do not install or continue using a damaged item until we have had a reasonable opportunity to assess it, unless action is needed for safety.
04

Incorrect, damaged, or defective goods

  • If you believe the goods are damaged, defective, unsafe, incomplete, or materially different from the approved written specification, contact us promptly with evidence.
  • We will assess the issue against the quote, written approvals, specifications, quality-control material, delivery documentation, photos, videos, care history, installation conditions, and any supplier or manufacturer assessment.
  • We may need a reasonable opportunity to inspect the goods in person or remotely before confirming a remedy.
  • We will not require you to deal directly with the manufacturer or carrier where we are legally responsible for providing a remedy.
05

Australian Consumer Law remedies

  • Our goods and services come with consumer guarantees that cannot be excluded under the ACL, including guarantees that goods are of acceptable quality, match their description, and are fit for disclosed purposes where applicable.
  • If there is a major failure with goods, you may be entitled to reject the goods and choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage.
  • If a failure with goods is not major, we may be entitled to repair the goods within a reasonable time. If this is not done within a reasonable time, you may be entitled to a refund or replacement.
  • If there is a failure with a service, the remedy depends on whether the failure is major or minor and may include rectification, cancellation, refund for unused portions, or compensation for reasonably foreseeable loss or damage.
  • Nothing in this policy limits or replaces any ACL remedy.
06

Return logistics

  • Because many pieces are heavy, fragile, custom, and difficult to move, do not return goods without written instructions from us.
  • If a remedy requires goods to be returned, collected, repaired, or inspected, we will confirm the practical arrangements and responsibility for reasonable costs in accordance with the ACL and any applicable warranty.
  • If a claim is not valid and the issue was caused by misuse, site conditions, unauthorised alteration, improper care, or a change of mind, you may be responsible for reasonable inspection, transport, redelivery, repair, or storage costs where permitted by law.
07

Exclusions and non-covered issues

  • Subject to your ACL rights, this policy does not cover:
  • natural variation consistent with the approved stone or normal character of natural stone;
  • change of mind after production, stone commitment, or supplier commitment has begun;
  • damage caused by misuse, impact, dropping, dragging, overloading, unsuitable support, or sitting/standing on the goods;
  • damage caused by improper cleaning, acidic or abrasive products, heat, staining, failure to reseal, outdoor exposure beyond the specification, wet-area misuse, or failure to follow care guidance;
  • damage caused by third-party installation, alteration, repair, storage, transport, or building work not arranged by us; or
  • normal wear, patina, ageing, small surface marks, or changes that arise from ordinary use of natural stone.
08

How to make a claim

  • Email hello@aprilsform.com.au with:
  • your name and order number;
  • delivery date;
  • a clear description of the issue;
  • photos and, where useful, video;
  • photos of packaging and delivery documentation if the issue relates to delivery;
  • details of installation, care, cleaning, or site conditions if relevant; and
  • the outcome you are seeking.
  • We will review the information and tell you what further information, inspection, or next step is required.
09

Contact

  • Email: hello@aprilsform.com.au
  • Phone: +61 485 943 461
  • Last updated: 12 June 2026

Next step

Report delivery or piece concerns with evidence.

Include order details, photos, delivery notes, packaging condition, and a description of the concern so the issue can be assessed quickly.

Contact April's Form View warranty