Refunds & Returns Policy

Effective Date: 15th February 2026
Business Name: FNQ Concrete Creations Pty Ltd
Website: www.concretecreations.com.au

1. Our Commitment Under Australian Consumer Law

Our goods and services 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have 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 policy excludes or limits your rights under the ACL.

2. Faulty or Damaged Goods

Please inspect your order upon receipt and contact us immediately if a product you receive is faulty, significantly different from its description, not fit for its intended purpose, or damaged in transit.

Please contact us within 14 days of receiving your order at info@concretecreations.com.au with your order number, a description of the issue, and clear photographs (if applicable).

Where a product is confirmed to have a major failure, you may choose a refund or replacement. For minor failures, we may offer a repair or replacement within a reasonable time.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return only if the item is faulty or damaged. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

We cannot accept returns on sale items or gift cards. FNQ Concrete Creations will happily honour any valid warranty claims, provided all requirements of the warranty agreement have been met.

Return of Handmade Concrete Products

We complete all work to the highest standards but colour variations, pin holes, micro-cracks and small chips can appear during the finishing, polishing and curing stages. We do not consider these to be faults and see them instead as adding to the character and unique aesthetic of the concrete.

FNQ Concrete Creations go to extreme lengths to eliminate cracking in the concrete by using high strength mixes, which are glass fiber reinforced. We cannot be held liable for shrinkage, micro cracking, or for minor pin holes caused by air being trapped in the concrete that is revealed during the polishing process. These are not structural defects and form part of the character in the concrete.

3. Change of Mind (Physical Products)

We do not offer refunds for change of mind. At our discretion, we may offer an exchange or store credit if the item is unused, in original packaging, returned within 14 days, and in resalable condition.

Return shipping costs for change-of-mind returns are the responsibility of the customer. Custom or made-to-order items are not eligible for change-of-mind returns.

4. Custom & Commissioned Work

Custom-made products are created specifically to your specifications. Deposits paid for custom work are non-refundable once production has commenced. If a custom product has a major failure under the ACL, you are entitled to a remedy in accordance with consumer law. Due to the handmade nature of concrete, minor variations in colour, texture, or finish are not considered defects.

5. Online Courses & Digital Content

Due to the digital nature of our online training courses and the immediate access provided to intellectual property, we do not offer refunds for change of mind, incorrect selection of course, lack of time to complete the course, or change in personal circumstances. Please review course descriptions carefully before purchasing.

Subscription fees are charged in advance for the selected billing period. You may cancel your subscription at any time. Cancellation will prevent future renewals but does not entitle you to a refund for the current billing period. Access will continue until the end of the paid subscription period.

Under Australian Consumer Law, you may be entitled to a refund or remedy if the course content is not provided as described, the service has a major failure, or the platform is inaccessible for an extended period due to our fault. A major failure may occur if the course is substantially different from what was described, the service is not delivered within a reasonable time, or the service is unfit for its intended purpose and cannot be remedied.

We do not guarantee specific outcomes, financial success, or skill mastery. Results depend on individual effort, environment, tools, and application of techniques. Lack of desired results does not constitute grounds for a refund.

If you experience technical difficulties accessing your course, please contact us promptly at info@concretecreations.com.au. We will take reasonable steps to restore access. Refunds will not be issued for temporary platform interruptions beyond our reasonable control.

6. Delivery Issues

If your item is lost or significantly damaged in transit, contact us within 7 days of expected delivery. We will work with the shipping provider to investigate. Risk in goods passes to you upon delivery.

7. Refunds

We will notify you once we have received and inspected your returned item and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please note that it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we have approved your return, please contact us at info@concretecreations.com.au.

8. Contact Details

To request a refund, return or repair, please contact us at:

Email: info@concretecreations.com.au
Business Name: FNQ Concrete Creations

We aim to respond within 3 business days.

Important Notes: Proof of purchase is required for all claims. Refunds will be processed using the original payment method where possible. Approved refunds may take 5-10 business days to appear, depending on your bank.