Refund policy
Returns & Refunds Policy
This policy explains how returns, refunds, and exchanges are handled at Filament Warehouse. It should be read alongside our Terms of Service and Shipping & Delivery Policy.
Change-of-Mind Returns (7 Days)
We accept change-of-mind returns within 7 days of delivery, provided the following conditions are met:
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the item is unused and unopened
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the item is in original condition and packaging
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proof of purchase is provided
Change-of-mind returns do not apply to items that have been opened, used, altered, or tampered with.
To request a change-of-mind return, please contact us at info@filamentwarehouse.com.au before sending anything back. Returns sent without prior approval may not be accepted.
Return Shipping
For change-of-mind returns:
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return shipping costs are the responsibility of the customer
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original shipping fees are non-refundable
If a return is due to a fault, damage, or error on our part, return shipping will be covered by Filament Warehouse where required by law.
Faulty, Damaged, or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is:
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faulty
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damaged in transit
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or incorrect
contact us as soon as reasonably possible at info@filamentwarehouse.com.au with details and photos where applicable. We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law.
Non-Returnable Items
The following items are not eligible for change-of-mind returns:
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sale or clearance items
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gift cards
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custom or special-order products
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items that have been opened, used, or altered
If you are unsure whether an item is eligible for return, please contact us before purchasing.
Exchanges
We do not offer direct exchanges.
If you wish to change an item, the fastest option is to:
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request a return (if eligible), and
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place a new order for the desired item once the return is approved.
Refunds
Once your return is received and inspected, we will notify you of the outcome.
If approved:
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refunds are issued to the original payment method
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processing typically occurs within 10 business days
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banks and payment providers may take additional time to finalise the refund
If more than 15 business days have passed since your refund was approved, please contact us at info@filamentwarehouse.com.au.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to:
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a replacement or refund for a major failure, and
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compensation for any other reasonably foreseeable loss or damage
You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under Australian Consumer Law.
Contact Us
If you have any questions about returns or refunds, please contact us before purchasing: