Our general approach
Signage and exhibition stands are made-to-order goods. Once materials are cut, printed or welded, they cannot be resold to another customer. Because of that, refunds are handled case by case, but always within the rules set by the Australian Consumer Law. Where the law gives you a right to a remedy, we will honour it without question.
When you are entitled to a full refund
You are entitled to a full refund where:
- The goods or service fail to meet a consumer guarantee under the Australian Consumer Law
- We cancel your order for reasons within our control and cannot offer an equivalent delivery date
- The work delivered is materially different from the drawings you approved
In these cases we will refund the amount paid, including any deposit, within fourteen business days of the issue being confirmed.
Cancellations by you
If you cancel before fabrication begins, we refund your deposit less any design time already spent. If you cancel after materials have been cut, folded, printed or coated, we retain the value of material and labour already used and refund any remaining balance. For exhibition stand builds cancelled inside three weeks of the bump-in date, the slot-deposit is non-refundable because the workshop capacity cannot be recovered.
Changes of mind and custom work
Because every sign and stand is built to your specification, we cannot accept a change of mind as a reason for a refund once production has started. If you are unsure about a design we will happily do another render or sample before we cut metal — that is the cheapest moment to change your mind.
Faulty workmanship and warranty claims
If something we built fails because of faulty workmanship or materials inside the warranty period, we will repair or replace it at our cost. If a repair is not possible we will refund the affected portion of the invoice. The warranty periods are five years on structure and coating, two years on LED modules and drivers, and twelve months on exhibition stand frames and joinery.
How to make a claim
Email bonustrellis@gmail.com with your invoice number, a short description of the problem and photographs if the fault is visible. We aim to respond within two business days and, for local jobs, to inspect the site within ten business days. Freight or travel to inspect a claim is at our cost when the claim is valid.