Refund policy

LOHAS AUSTRALIA — Refund and Returns Policy
Version 1.0 | Effective Date: August 2026

At LOHAS Australia, we are committed to providing high-quality architectural products, including natural clay bricks, terracotta, natural stone, and bespoke ceramics. Due to the nature of our building materials, transport logistics, and custom manufacturing processes, we have strict guidelines regarding returns and refunds. Please read this policy carefully before placing an order.

1. General Returns and Change of Mind
We understand that project requirements can sometimes change. However, due to the fragile and heavy nature of our goods, returns for "change of mind" or over-ordering are subject to the following strict conditions:
- Timeframe: Requests for returns must be submitted in writing to LOHAS Australia within three (3) days of the delivery or collection date. Returns requested outside of this period will not be accepted.
- Condition of Goods: To be eligible for a return and refund, all Goods must be returned in their original, unopened packaging and be in a strictly resalable condition. We will not accept returns for opened boxes, broken pallets, or goods that have been handled, installed, or stored improperly on-site.
- Restocking Fee: All approved change-of-mind returns are subject to a twenty-five percent (25%) restocking and administration fee. This fee will be deducted from the final refund amount.
- Return Freight: The Customer is strictly responsible for arranging, and covering all costs associated with, the return freight and transport of the Goods to the LOHAS Australia nominated warehouse. Goods damaged during return transit will not be refunded.

2. Non-Refundable Items (Exclusions)
The following items are strictly excluded from our change-of-mind returns policy and are entirely non-refundable (unless deemed faulty under the Australian Consumer Law):
- Custom and Bespoke Orders: Any items manufactured, coloured, shaped, or sourced specifically to your specifications.
- Loose or Un-palletised Goods: Bricks, tiles, or stone that are no longer secured in their original pallet wrapping.
- Clearance or Sale Items: Goods purchased at a discounted clearance rate.

3. Breakage and Wastage Allowance
Building sites are hazardous, and materials such as bricks and ceramics are fragile prior to installation. It is an industry standard and LOHAS Australia's strong recommendation that Customers order an additional ten percent (10%) above their calculated measurement to allow for site breakages, cutting waste, and minor transit chipping.
Minor chipping or breakage within this 10% allowance is not considered a defect and is not grounds for a refund or replacement.

4. Natural Material Variations (Not Defects)
LOHAS Australia's products are manufactured from natural materials including clay, organic fibres, and stone. Natural variations in colour, texture, sizing, and finish are inherent characteristics of these materials and are not considered manufacturing defects. Delivered Goods may differ slightly from showroom displays, samples, or photographic representations. Refunds will not be issued based on natural material variations.

5. Damaged or Faulty Goods (Australian Consumer Law)
If you believe your Goods are faulty, have a major defect, or were significantly damaged in transit (beyond the standard 10% allowance), you must notify us in writing within three (3) days of delivery, providing photographic evidence of the issue before any installation takes place. Warranties and refunds are voided if the Goods have been installed.

If you are a "Consumer" as defined under the Australian Consumer Law, the following mandatory wording applies:
"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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure."

6. How to Request a Return or Refund
To initiate a return or report a faulty product, please contact our customer service team:
1. Email your request outlining the reason for the return.
2. Include your original invoice or order number.
3. Provide clear photographs of the Goods in their original packaging (for change of mind) or photographs of the defect/damage (for faulty claims).

Once your request is reviewed, we will provide you with written approval and return instructions if eligible. Refunds for approved returns will be processed to the original method of payment within 7-10 business days after the Goods have been received and inspected at our warehouse.

Flexbrick Pty Ltd | ABN 85 627 279 618
Contact: info@lohasau.com