Returns & Refunds

Every SnapCo piece is cast, cured, and finished to order. Change-of-mind returns aren't part of the model. But damaged, faulty, or misdescribed goods are covered by the Australian Consumer Law, and by us, without argument.

Last updated 2026-05-05.

Your Rights Under the Australian Consumer Law

Under the Australian Consumer Law, any goods you buy must match the description on the site, be of acceptable quality, and be fit for the purpose the seller advertised. Nothing in this policy limits or excludes those statutory guarantees; they apply whether or not we write them down.

If a piece you receive fails any of those three tests, you are entitled to a repair, replacement, or refund. For a major failure (the piece is significantly different from the description, or unsafe) you choose which remedy you prefer.

Made to Order: No Change-of-Mind Returns

Every piece is cast after the first deposit payment is received. The composition is batched to your specification, the mould is built or prepped, the pigment is mixed, the cast is poured, the piece cures for twenty-eight days, and the finish is applied by hand. That work can't be undone. For this reason we don't accept returns for change of mind.

We mitigate the risk of buyer's remorse by casting a sample tile in your chosen pigment and finish before the main pour, and posting it for sign-off. The sample is the colour-and-finish promise; you approve in writing before we commit the main cast.

If you are uncertain on colour choice, please contact our team and we will arrange a sample at a charge of $20 (+GST), which is offset against your final order.

Colour matching is genuinely hard. Many factors influence the final shade: the pigment batch, the curing conditions, the ambient light in your room, even the time of day. Our pieces are typically within a shade or two of the agreed sample, and the colour of any concrete piece shifts subtly over time. We don't make exact colour promises; we get as close as humanly possible.

Damaged in Transit

If a piece arrives damaged (chipped edges, cracked top, damaged crate), photograph the packaging / crate and any product damage within 24 hours of delivery. Email the photos to sales@snapconcrete.com.au with the subject line "Damaged delivery" and your order or invoice number.

We replace damaged goods at no cost to you. Replacement pieces are scheduled on the next production cycle and shipped on the standard lead time.

Faulty Goods

Faulty goods are covered under the consumer guarantees set out in the Australian Consumer Law (see the section above). Each piece ships with a care guide.

Bespoke and Trade Commissions

Bespoke commissions and trade orders are treated the same as standard orders for fault, damage, and warranty. They are not returnable for change of mind. Your bespoke brief and the signed quote form part of the contract; the sample-tile process is the principal mechanism for catching colour issues before the main pour.

A bespoke deposit is non-refundable once mould-making has started or pigments have been batched. Full terms are confirmed in your quote before payment.

Coffee Tables (Path 2: Direct Checkout)

Coffee tables sold through the website with full payment at order are subject to the same made-to-order policy. We do not offer change-of-mind returns; pieces are cast against your order. Damage in transit, faulty goods, and misdescribed goods are covered under the same terms above.

Cancellation of a coffee table order is possible within forty-eight hours of order, before mould prep begins. Email the studio promptly if you need to cancel.

How Refunds Are Issued

Refunds are issued to the original payment method. Stripe-processed refunds land within three to five business days depending on your bank. Bank-transfer refunds are processed within three business days. We confirm by email the day the refund is processed.

How to Contact Us

Email sales@snapconcrete.com.au with your order or invoice number and a short description of the problem. We respond within one business day, Monday to Friday. If the issue is time-critical, call 0457 537 171.