Refund policy

At Berara Design, we want purchasing your wall panels and architectural products to be simple and stress-free. We understand that sometimes you may change your mind, choose a different colour or finish, or discover an issue with your products after delivery.

This policy explains how returns, exchanges, replacements and refunds are handled. It operates in addition to your rights under the Australian Consumer Law (ACL).

1. 14-Day Change-of-Mind Returns

Berara Design offers a 14-day change-of-mind return period for eligible products.

If you receive your products and change your mind, decide they are not suitable for your project, or would prefer a different colour or finish, you may request a return or exchange within 14 days of receiving your order.

To qualify for a change-of-mind return:

You must contact Berara Design within 14 days of receiving your order.

Products must be unused, uninstalled, uncut, unmodified and undamaged.

Products must be returned in their original packaging and in resalable condition.

Proof of purchase must be provided.

The return must be approved by Berara Design before the products are returned.

Products that have been installed, cut, drilled, modified, used or damaged after delivery cannot be accepted for a change-of-mind return.

The 14-day period applies only to voluntary change-of-mind returns and does not limit any rights you may have under Australian Consumer Law in relation to faulty or non-compliant products.

2. Change of Colour or Product Exchange

If you decide after receiving your order that you would prefer another available colour, finish or eligible product, please contact us within 14 days of receiving your order.

Subject to the products meeting our change-of-mind return conditions and the replacement products being available, we can assist with an exchange.

If there is a price difference between the original and replacement products, the difference will need to be paid or refunded, as applicable.

3. Delivery Costs for Change-of-Mind Returns & Exchanges

For returns or exchanges resulting from a change of mind, change of colour or finish, incorrect quantity ordered by the customer, or incorrect product selection by the customer, all associated transportation costs are the customer’s responsibility.

These costs may include:

The original delivery charge;

Collection or return transportation costs; and

Delivery of replacement or exchanged products.

Original delivery charges are not refundable for change-of-mind returns.

Due to the size and length of our panel products, we strongly recommend confirming your product, colour, finish, size and required quantity before placing your order.

4. Damaged, Faulty or Defective Products

We recommend inspecting your products as soon as possible after delivery and before installation.

If you open the packaging and discover that any panels are damaged, faulty or defective, please contact Berara Design as soon as reasonably possible.

Please provide:

Your order number or proof of purchase;

Photos or videos of the affected products;

Photos of the packaging where relevant;

Photos clearly showing the damage, fault or defect; and

The quantity of products affected.

Where possible, please do not cut, drill, modify or install products that appear to be damaged or faulty before contacting us.

Once the issue has been assessed, Berara Design will provide an appropriate remedy in accordance with the Australian Consumer Law.

Where replacement is the appropriate remedy, eligible replacement products will be supplied at no additional product cost to the customer.

Where Berara Design is responsible for reasonable return, collection or replacement delivery costs under Australian Consumer Law, those reasonable costs will be covered by Berara Design.

5. Incorrect Products or Orders

If Berara Design supplies a product, colour, finish, size or quantity that is different from what you ordered, please contact us as soon as reasonably possible.

Please provide your order details and photos of the products received so we can assess and resolve the issue.

Where an error by Berara Design is confirmed, we will arrange an appropriate replacement, refund or other remedy and cover reasonable associated transportation costs where required.

6. Inspect Your Products Before Installation

Customers and installers should carefully inspect all products before installation, including:

Product type;

Colour and finish;

Dimensions;

Quantity; and

Visible condition.

If you believe there is an issue with a product, please contact us before cutting, drilling, modifying or installing it where reasonably possible.

Installing or modifying a product does not automatically remove any rights you may have under Australian Consumer Law. However, inspecting products before installation can help us identify and resolve issues more quickly and may prevent unnecessary installation costs.

7. Natural Colour, Pattern & Finish Variations

Some Berara Design products are designed to replicate natural materials such as timber, stone and marble. Variations in colour, grain, pattern, texture and finish may occur between individual panels, samples and different production batches.

Product colours may also appear slightly different in photographs or on screens due to lighting, photography and individual device settings.

For this reason, we recommend ordering samples or viewing our products in person where possible before placing a larger order.

Normal variations that are inherent to the appearance or characteristics of the product are generally not considered defects. This does not limit your rights under Australian Consumer Law where a product fails to meet an applicable consumer guarantee.

8. Refunds

Once an eligible returned product has been received and inspected, we will advise you of the outcome.

Where a refund is approved, it will generally be processed using the original payment method, where reasonably possible.

For approved change-of-mind returns, customer-responsible delivery and transportation costs are not refundable and may be deducted from the refund where Berara Design has incurred those costs on the customer’s behalf.

Refunds relating to faulty products will be handled in accordance with your rights under Australian Consumer Law.

9. Products That Cannot Be Returned for Change of Mind

Unless otherwise agreed by Berara Design, we cannot accept voluntary change-of-mind returns for:

Products returned more than 14 days after delivery;

Products that have been installed or used;

Panels that have been cut, drilled or modified;

Products damaged after delivery by the customer, installer or another third party;

Products that are not in their original packaging or are no longer in resalable condition;

Custom-made or specially ordered products; or

Clearance or final-sale products where they were clearly sold on that basis.

These exclusions apply to change-of-mind returns only.

They do not exclude or restrict any rights or remedies available to you under Australian Consumer Law if a product is faulty, defective, unsafe, incorrectly described, not fit for its disclosed purpose, or otherwise fails to meet an applicable consumer guarantee.

10. Your Rights Under Australian Consumer Law

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

Nothing in this Returns, Refunds & Replacement Policy is intended to exclude, restrict or modify any consumer guarantee, right or remedy that cannot lawfully be excluded or restricted.

Depending on the circumstances and whether a failure is major or minor, you may be entitled to a repair, replacement, refund or other remedy under Australian Consumer Law.

Where there is a major failure, consumers may generally be entitled to choose between a refund or replacement in accordance with Australian Consumer Law.

Where a product has a problem that is not a major failure, Berara Design may generally have the opportunity to provide an appropriate remedy within a reasonable time.

Any voluntary benefits offered under this policy, including our 14-day change-of-mind return policy, are provided in addition to and do not replace your statutory consumer rights.

11. Return & Replacement Transportation

For change-of-mind returns or customer-requested exchanges, transportation and delivery costs are the customer’s responsibility.

For products confirmed to have a fault, defect, damage or other issue covered by Australian Consumer Law, responsibility for reasonable transportation costs will be handled in accordance with Australian Consumer Law.

For large, long or difficult-to-transport products such as wall panels, please contact Berara Design before arranging transportation so that we can advise you of the appropriate return, collection or replacement process.