Return Policy

Effective Date: September 13, 2026

Applicable Law: Australian Consumer Law (ACL), Competition and Consumer Act 2010 (Cth)

1. Overview & Australian Consumer Law Guarantees

At Wallforma Australia ("Wallforma", "we", "us", or "our"), accessible via wallforma.com.au, we take great pride in delivering high-quality architectural wall paneling, acoustic slatted panels, decorative cladding, and wall solutions to our customers across Australia.

Our Consumer Guarantees

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

Nothing in this Refund & Return Policy excludes, restricts, or modifies any consumer rights or remedies available to you under the Competition and Consumer Act 2010 (Cth) or other applicable Australian state and federal legislation.

2. 30-Day Return Window (Change of Mind)

We want you to be completely satisfied with your design project. If you change your mind about a standard product purchase, Wallforma offers a 30-day return policy from the date you receive your shipment.

Eligibility Requirements for Change of Mind Returns:

To qualify for a change-of-mind return, the items must meet the following criteria:

The return request must be submitted within 30 calendar days of delivery.
Panels, slats, and trim accessories must be unused, uninstalled, uncut, and unmodified.
Items must be in their original manufacturer packaging, intact with all original labels, protective films, and bundled accessories.
Proof of purchase (such as your Wallforma tax invoice or order confirmation number) must be provided.

Return Expenses for Change of Mind:

Return Shipping Costs: For change-of-mind returns, the customer is responsible for arranging and paying all return shipping and transit insurance costs back to our designated Australian warehouse.
Restocking Fee: A restocking and inspection fee of up to 15% of the product purchase price may be deducted from your final refund to cover administrative and handling overheads.
Original Shipping Charges: Original freight, courier, or delivery fees paid at checkout are non-refundable.

3. Damaged, Defective, or Incorrect Items

Due to the size and nature of architectural wall panels and freight transit, please inspect your delivery immediately upon arrival.

What to do if your order arrives damaged or faulty:

Inspect Upon Delivery: Before signing for freight delivery, check external boxes and pallet packaging for visible shipping damage. If packaging is severely damaged, note this on the courier driver's delivery docket.
Report Within 7 Days: If you receive item(s) that are damaged during transit, factory-defective, missing pieces, or incorrect relative to your order, please notify us within 7 calendar days of delivery by emailing support@wallforma.com.au.
Provide Documentation: Please include:
- Your Order Number and Tax Invoice.
- Clear high-resolution photographs or video clips showing the defect, damage, or mismatch.
- Clear photo of the product batch sticker / box barcode label.

Resolutions for Faulty / Damaged Goods:

If the issue is verified as a transit damage, factory defect, or incorrect item dispatch:

Wallforma will organize a free replacement shipment or issue a full refund (including standard shipping charges) at no extra cost to you.
We will coordinate the collection of damaged goods if necessary.
Important: Do NOT cut, apply adhesive to, or attempt installation on panels that arrive damaged or defective. Installation of visibly defective or incorrect panels constitutes acceptance of the goods, and labor/installation claims will not be covered.

4. Custom-Made, Bespoke & Clearance Items

Custom-Made / Cut-to-Size Panels

Orders for custom-sized wall panels, custom powder-coated colors, made-to-order acoustic panels, or special indent trade orders are manufactured specifically to your project specifications.

Change of Mind: Custom/made-to-order items cannot be returned, canceled, or refunded for change of mind once production has commenced.
Defects / Warranties: Custom items remain fully protected under Australian Consumer Law guarantees for structural failures, manufacturing defects, or incorrect custom execution.

Clearance / Sample Swatches

Sample Kits & Swatches: Sample swatches and sample kits are provided for color/texture matching purposes and are final sale (non-refundable).
Clearance & Discontinued Items: Items explicitly marked as "Clearance", "As-Is", or "Final Sale" cannot be returned for change of mind.

5. Return Process & Instructions

To ensure a smooth return experience, please follow our step-by-step process:

Submit a Return Request: Contact our customer care team at support@wallforma.com.au with your order details and reason for return.
Receive RMA Authorization: If approved, our team will issue a Return Merchandise Authorization (RMA) number and provide the specific warehouse return address. Do not send returned items back without prior RMA authorization.
Pack Securely: Safely pack the products in their original packaging with adequate edge protection to prevent damage during return freight transit.
Ship & Track: Send the package using a reliable courier service that provides tracking and shipping insurance. Share the tracking number with us. Wallforma is not responsible for items lost or damaged during return transit.

6. Refund Processing Timeframe

Once your return arrives at our Australian warehouse facility:

Our logistics team will inspect the items to verify their condition (typically within 2–5 business days of arrival).
Once approved, your refund will be processed back to your original payment method (e.g., Credit Card, PayPal, Afterpay, Zip, or Bank Transfer).
Financial institutions typically take 3 to 7 business days to post the credit to your account after we initiate the refund.
For Buy Now Pay Later services (Afterpay, Zip), future scheduled payments will be canceled, and past payments refunded according to their respective platform terms.

7. Order Cancellations

Standard In-Stock Orders: If you wish to cancel an order before it has dispatched from our warehouse, please contact us immediately at info@wallforma.com.au. If the order has not yet been processed for freight pickup, we will issue a full refund.
Orders Already Dispatched: If your order has already left our warehouse, it cannot be canceled in transit and must be handled under our Change of Mind Return Policy (Section 2).

8. Contact Information

For any questions, return requests, freight damage claims, or inquiries regarding our Refund & Return Policy, please reach out to our Australian customer service team:

Wallforma Australia

Website: wallforma.com.au

Customer Support Email: support@wallforma.com.au

General Inquiries: info@wallforma.com.au

Service Coverage: Freight delivery & return dispatch support across Australia (NSW, VIC, QLD, WA, SA, TAS, ACT, NT)