Refund Policy

Returns & Refunds — Rising Damp Shop

ABN: 39 695 442 052 Location: 1/536a King Street, Newtown NSW 2042 Phone: 0432 77 88 33

Our Commitment

At Rising Damp Shop we stand behind the products we sell. This policy sets out your rights and our obligations clearly, and operates in full compliance with the Australian Consumer Law (ACL) under the Competition and Consumer Act 2010 (Cth).

Your Consumer Guarantees

Nothing in this policy overrides or limits your rights under Australian Consumer Law. Where a product has a major failure, you are entitled to choose a refund or replacement. Where a failure is minor, we are entitled to choose the remedy — repair, replacement or refund. These guarantees apply regardless of any other conditions listed below.

Change of Mind Returns

We accept change of mind returns subject to the following:

  • You contact us within 10 calendar days of receiving your order.
  • For moisture-sensitive products — including cementitious, epoxy and powder-based materials — contact must be made within 7 days of delivery.
  • The item must be unopened, unused and in original condition, suitable for resale.
  • Proof of purchase must be provided.
  • Special-order, tinted or custom items cannot be returned under any circumstances.
  • Where a return is approved, a refund or store credit will be issued minus any freight and handling costs incurred.

Faulty, Damaged or Wrong Item Received

If something arrives damaged, defective or not as ordered:

  • Contact us within 7 days of delivery with your order details and clear photos or video of the issue.
  • We will review your claim promptly and if approved, arrange one of the following at no charge to you:
    • Replacement of the item
    • Store credit
    • Refund to your original payment method
  • We reserve the right to assess returned goods before finalising any remedy.
  • Claims arising from misuse, incorrect application, or improper storage will not be accepted.

How to Return an Item

All returns require prior approval. Do not send goods back without a Return Authorisation number.

  1. Contact us at 0432 77 88 33 to request a Return Authorisation.
  2. Once approved, package the goods securely and return them to our Newtown location with your RA number and proof of purchase included.
  3. We will inspect the goods on receipt and advise you of the outcome in writing.

Freight Costs

  • Return shipping for faulty, damaged or incorrectly supplied items is covered by us.
  • For change of mind or incorrect purchase, return freight is at the customer's expense.
  • We recommend a tracked service — we cannot accept responsibility for items lost or damaged in return transit.

Items We Cannot Accept Back

The following cannot be returned under any circumstances:

  • Opened, mixed, partly used or applied products of any kind.
  • Cementitious, epoxy or primer products showing signs of moisture exposure or age.
  • Sale or clearance items.
  • Custom, tinted or made-to-order products.
  • Tools or accessories that have been used.

Refund Timeframes

Once a refund is approved, funds are returned to the original payment method within 10 business days. If 15 business days have passed since approval without resolution, contact us directly and we will investigate immediately.

Governing Law

This policy is governed by the laws of New South Wales, Australia. Any disputes are subject to the jurisdiction of the courts of NSW.

To start a return or ask a question: 📞 0432 77 88 33 📧 📍 1/536a King Street, Newtown NSW 2042