1. 30-day change-of-mind returns
If you change your mind, you can ask to return an eligible standard-stock product within 30 calendar days of delivery or pickup.
To qualify, the product must be:
- unopened, unused and in its original sealed packaging;
- in clean, undamaged and resalable condition;
- accompanied by proof of purchase; and
- approved by SEALIX before it is sent or brought back.
Every approved change-of-mind return has a $25 restocking fee. Any delivery charge paid on the original order is not refunded, and the customer pays the full return-delivery cost.
2. Return delivery and collection
Change-of-mind return delivery must be arranged by SEALIX. Once the return is approved, we’ll confirm the return-freight price, book the courier and email you a return label.
Print the label, attach it firmly to the sealed box and have the parcel ready for the booked courier collection. Do not arrange your own courier unless SEALIX approves it in writing.
The $25 restocking fee and the full return-delivery cost will be deducted from your refund. If they cannot be deducted, they must be paid before we book the collection.
3. Change-of-mind exclusions
Our 30-day change-of-mind policy does not apply to:
- opened, used or partly used coatings, cleaners, chemicals or consumables;
- custom-tinted, mixed, made-to-order or specially ordered products;
- clearance or final-sale products where this was made clear before purchase;
- products damaged by incorrect storage, misuse, neglect or application contrary to the instructions; or
- equipment hire or services, which are governed by their applicable terms.
These exclusions apply only when you change your mind. Faulty, damaged or incorrectly supplied products are handled separately below.
4. Faulty, damaged or incorrect products
Contact us as soon as you reasonably can if a product is faulty, damaged in delivery, missing from the order or different from what you ordered. Please keep the product and packaging while we assess the issue.
Send your order number, a clear description of the problem and photos where they help show what happened. Proof of purchase can be an order confirmation, invoice, receipt or another reasonable record of the purchase.
Once the issue is confirmed, SEALIX will give you two options: a refund or a replacement.
If the product needs to be returned, SEALIX will arrange and cover the return delivery. If you choose a replacement, SEALIX will also cover the delivery of the replacement product.
5. Returning products safely
Do not send a return until SEALIX has provided return instructions. Some liquids, coatings and chemicals have transport restrictions and cannot be posted or carried through ordinary services.
For a change-of-mind return, SEALIX will arrange the courier and the customer pays the full return cost. For a confirmed faulty, damaged or incorrect product, SEALIX covers the return delivery when a return is necessary.
6. Colour, coverage and application results
Timber, stone and concrete can vary in colour, porosity and condition. Preparation, weather, application and the existing surface can also affect the final appearance and coverage. Follow the product instructions and complete a test area before the full application wherever practical.
If you believe the product itself is faulty or different from its description, stop using it and contact us before continuing the job.
7. How refunds are paid
Approved refunds are returned to the original payment method unless you agree to another method. We’ll process the refund promptly after approval, but your bank or payment provider may take additional time to show the funds in your account.
The $25 restocking fee and customer-paid return delivery apply only to change-of-mind returns. They are not deducted from an approved refund for a faulty, damaged or incorrect product.
8. Cancelling before dispatch
Contact us immediately if you need to cancel an order. If a standard-stock order has not entered dispatch, we’ll do our best to cancel it. Custom-tinted, mixed, made-to-order or special-order items may not be cancellable once work or ordering has started.
If the order has already left us, the change-of-mind conditions, $25 restocking fee and return-delivery charges above will apply.
9. Start a return or make a claim
Contact SEALIX before returning anything. Include your order number, the product, why you’re contacting us, and photos if the product is damaged, faulty or incorrect.
Email: [email protected]
Phone: 03 8904 9009
Address: 1/257 Princes Hwy Service Rd, Dandenong VIC 3175, Australia
For delivery timing, freight charges and damaged parcels, see our Delivery Policy.