Refund and Returns Policy

Refund Policy – Almark Australia Pty Ltd

Applies to purchases made through www.resinshop.com.au. Nothing in this Policy limits your rights under the Australian Consumer Law (ACL).

1) Your rights under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the ACL. If there is a major failure with goods, you are entitled to a refund or replacement, and to compensation for any reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the issue rectified within a reasonable time (repair, replacement, or refund if not rectified). If there is a major failure with services, you are entitled to cancel the service and receive a refund for the unused portion or compensation for reduced value.

Where the ACL applies, it prevails over any inconsistent term in this Policy. Further information is available from the Australian Competition & Consumer Commission (ACCC).

2) Change of mind

We don’t offer refunds or exchanges for change of mind or if you find the product cheaper elsewhere.

3) Faulty items (testing & verification)

  • Please test a small sample first, mixed exactly to the ratio on the label/TDS for that product (e.g., 2:1, 3:1, or 1:1), before committing to a larger mix.
  • If you believe an item is faulty, contact us and stop using the product. We may request photos, batch numbers, storage conditions, and your mix details.
  • Returned items may be tested at our head office to verify a manufacturing defect.
  • If confirmed defective, we will refund the product price and reimburse reasonable freight costs you incurred to return it.

4) Products damaged during delivery

  1. Contact us as soon as possible and within 5 days of delivery.
  2. Email clear photos of the damage and packaging to hello@resinshop.com.au.
  3. Keep the product and packaging in the condition received until we advise next steps.

Once verified, we’ll arrange repair or collection and provide a replacement of equal value, or a refund.

5) Exceptions (when we may refuse a remedy)

  • Misuse, neglect, improper storage, or application contrary to the label/TDS (including incorrect mix ratio or basis).
  • You knew of the problem prior to purchase, or asked us to proceed against our advice.
  • Damage occurring after delivery due to handling or storage not consistent with the product’s instructions.
  • Any other exceptions permitted by the ACL.

6) Return shipping costs

  • If your item fails to meet one or more ACL Consumer Guarantees, we will bear the cost of returning the product to us and sending any replacement to you.
  • If the item can be posted, you may be asked to return it and provide the receipt; we will reimburse reasonable postage for eligible claims.
  • If the item is too large/heavy/dangerous to post and appears eligible, we will organise collection at our cost.
  • If, after inspection, the item is found not eligible under this Policy/ACL, inspection and transport costs may be payable by you.

7) Timeframes

We aim to assess and process repairs, replacements, or refunds within 5 business days of receiving all required information and any returned goods.

8) How to start a return

  1. Email hello@resinshop.com.au with your order number, full name, contact phone, and a brief description of the issue.
  2. Attach clear photos/videos (product, batch/lot number, packaging, damage if applicable) and your mix details (ratio used, volumes, ambient temperature, working time).
  3. We’ll reply with next steps and, if applicable, a return authorisation and return address. Please don’t send items back without authorisation.

9) Refund method & proof of purchase

  • Refunds are paid to the original payment method/account unless otherwise required by law.
  • Proof of purchase (order confirmation, receipt) is required for all remedies.
  • We may request government-issued ID where necessary to verify ownership and prevent fraud.

10) Contact us

For questions about this Policy or to lodge a request: hello@resinshop.com.au