Refund policy

Returns & Refunds Policy

Last updated: 16 December 2025

This Returns & Refunds Policy applies to purchases made from Fliplab, the trading name of Flip Doors Pty Ltd (ABN 41 675 820 621).

This policy should be read together with our Website Terms & Conditions and Privacy Policy.

1. Custom-made products

All Fliplab products are custom-made to order based on the specifications selected or provided by you, including dimensions, finishes, colours and quantities.

Because our products are made specifically for you:

  • We do not accept returns or exchanges for change of mind
  • We do not offer refunds for incorrect selections, measurements or specifications supplied by the customer

Please carefully review all details before placing your order.

2. Australian Consumer Law

Nothing in this policy limits or excludes your rights under the Australian Consumer Law (ACL).

You are entitled to a replacement or refund if a product has a major failure. You are entitled to a repair or replacement if the product has a minor failure.

3. Inspection on delivery

You must inspect all products immediately upon delivery.

Any damage, defects or discrepancies must be reported to Fliplab within 3 days of delivery, supported by clear photographs showing:

  • The damaged or defective product
  • The external and internal packaging

Claims submitted outside this timeframe may not be accepted.

Products must not be installed before inspection. Installation of damaged or incorrect products voids any entitlement to a remedy.

4. Transit damage

If your products are damaged in transit:

  • Note any visible damage with the delivery driver at the time of delivery
  • Take clear photographs immediately
  • Email your claim to customerservice@fliplab.com within 3 days of delivery

If a transit damage claim is accepted, Fliplab will, at its discretion, repair or replace the affected product.

5. Manufacturing defects

If you believe your product has a manufacturing defect, please contact us in accordance with our Warranty Policy.

Fliplab may require photographs, videos or other information to assess the claim.

6. Exclusions

We do not offer refunds, replacements or returns for:

  • Change of mind
  • Incorrect measurements, specifications or selections provided by the customer
  • Colour, grain or finish variations that are inherent to the materials used
  • Damage caused by installation, handling, storage or site conditions
  • Damage caused by moisture, heat, impact or misuse
  • Normal wear and tear

7. Return handling

Where a return is approved by Fliplab (for example, in the case of a valid ACL claim):

  • Products must be returned in their original or equivalent packaging
  • Products must be adequately protected to prevent damage in transit
  • Failure to package products correctly may void the claim

8. Contact

For returns or refund enquiries, please contact:

Fliplab
Flip Doors Pty Ltd trading as Fliplab
356 Burnley Street, Richmond VIC 3121
Email: customerservice@fliplab.com