Refund policy

RETURNS & REFUNDS POLICY

Please choose carefully before placing your order.

Flat Hill Studio does not offer returns, exchanges or refunds for change of mind, incorrect selection, over-ordering, colour or finish preference, or where an item is no longer required.

Many of our products are sourced or ordered specifically for each customer. Once an order has been processed with our supplier, it generally cannot be changed or cancelled.

Faulty, Damaged or Incorrect Products

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product is faulty, damaged, not as described, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee, please contact Flat Hill Studio at studio@flathill.com.au with your order details, photographs and a description of the issue.

Flat Hill Studio may need to inspect or arrange an assessment of the product before determining the appropriate remedy.

Depending on the nature of the issue and your rights under the Australian Consumer Law, the appropriate remedy may include repair, replacement or refund.

Delivery Damage

We recommend inspecting all goods promptly upon delivery. Where possible, visible freight or delivery damage should be reported to us within 48 hours so that we can lodge any necessary claim with the carrier or supplier as quickly as possible.

This requested reporting timeframe does not limit any rights you may have under the Australian Consumer Law.

Product Variations

Please note that natural stone, handmade products, tiles and other products manufactured in batches may display variations in colour, pattern, texture, sizing and finish. Where these variations are inherent to the product and have been disclosed in the product information, they are not considered a change-of-mind reason for return.

Proof of Purchase

Proof of purchase may be required when making a claim.

For assistance, please contact:

Flat Hill Studio
studio@flathill.com.au
07 2140 7171