SØKTAS DESIGN

Refund and Returns Policy

Most SØKTAS products are individually made to order. Please review all product selections, dimensions, finishes, quantities and installation requirements carefully before confirming your order.

This policy does not exclude, restrict or modify any right or remedy that cannot lawfully be excluded, restricted or modified.

1. Change-of-mind returns

SØKTAS does not accept returns, refunds or exchanges where the customer:

• changes their mind;
• makes an incorrect selection;
• orders an incorrect size, quantity, finish or specification;
• no longer requires the product;
• finds the product cannot be installed because of site conditions or application requirements that were not caused by SØKTAS; or
• purchases a customised or bespoke product.

This change-of-mind policy does not apply where a product is faulty, damaged, incorrectly supplied or otherwise fails to comply with a right or guarantee that cannot lawfully be excluded.

2. Order cancellations

A 50% deposit is required to confirm an order unless otherwise agreed in writing.

Once production has commenced or SØKTAS has ordered or allocated materials for the order, the deposit is non-refundable for a change of mind or customer-requested cancellation, except where otherwise required by law.

If cancellation is requested before production or material procurement has commenced, SØKTAS may accept the cancellation and refund the deposit less any reasonable design, administration, procurement or other costs already incurred.

3. Transit damage

Customers should inspect products as soon as reasonably possible after delivery.

Visible transit damage should preferably be reported to info@soktas.co within five business days so that SØKTAS can promptly investigate the matter with the delivery provider.

Please provide:

• the order or invoice number;
• a written description of the damage;
• photographs of the product;
• photographs of the external and internal packaging; and
• any relevant delivery information.

Please retain all packaging while the claim is being assessed. Disposing of the packaging may make it more difficult to determine how the damage occurred or pursue a claim with the delivery provider.

The five-business-day notification request does not exclude or limit any rights relating to faulty or damaged goods under applicable law.

4. Faulty or incorrectly supplied products

If a product is faulty, damaged or incorrectly supplied, please contact SØKTAS before returning it.

SØKTAS may request photographs, video, proof of purchase, installation details or an opportunity to inspect and test the product before determining the appropriate remedy.

Where a problem is minor, SØKTAS may elect to repair the product within a reasonable time.

Where a product has a major failure, the customer may be entitled to choose a replacement or refund in accordance with the Australian Consumer Law.

The time required to repair or replace a product may depend on the handmade nature of the product, material availability and production requirements. SØKTAS will keep the customer informed and complete any accepted remedy within a reasonable time.

5. Returning a product

Products must not be returned without prior written authorisation from SØKTAS.

To request a return or assessment, email info@soktas.co and provide:

• your name and contact details;
• proof of purchase;
• the order or invoice number;
• the product name;
• a detailed description of the issue; and
• clear supporting photographs or video.

Where required, an installed product must be safely disconnected by an appropriately licensed or qualified electrician before it is returned.

A faulty product does not need to be returned in its original packaging. However, the customer must package the product carefully and securely to prevent further damage during transport.

Customers are responsible for returning products that can be posted or easily returned for assessment.

If SØKTAS confirms that the product has a fault covered by the SØKTAS warranty or applicable consumer law, SØKTAS will reimburse reasonable return costs where required by law. Customers should retain receipts for postage and transport expenses.

Where a faulty product is large, heavy, installed or difficult to return, SØKTAS will arrange collection or cover reasonable transport costs where required by law.

If an assessment determines that the product is not faulty or that the problem was caused by circumstances not covered by the warranty or applicable law, the customer may be responsible for reasonable inspection, collection and return costs. SØKTAS will provide an estimate before these costs are incurred.

6. Misuse and third-party damage

A customer may not be entitled to a repair, replacement or refund where the problem was caused or contributed to by:

• accident, impact, misuse, negligence or improper handling;
• incorrect installation;
• failure to follow SØKTAS installation instructions;
• installation by a person who is not appropriately licensed or qualified;
• unauthorised alteration, modification or repair;
• incorrect voltage, wattage, driver, dimmer or control equipment;
• unsuitable cleaning products or methods;
• paint, plaster, chemicals or other third-party contamination;
• use in an environment for which the product is not designed or rated; or
• damage caused by builders, electricians, painters, cleaners or other third parties.

This section applies only to the extent that the relevant circumstance caused or contributed to the reported problem. It does not remove any unrelated rights available under applicable law.

7. Australian Consumer Guarantee Notice

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

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.

The benefits provided under the SØKTAS warranty and this policy are in addition to all other rights and remedies available under applicable law.

8. Contact

SØKTAS DESIGN
9/16 Hawker Street
Currumbin QLD 4223
Australia

Email: info@soktas.co
Telephone: +61 423 909 055
Website: www.soktas.co