Refund policy

Refund and Returns Policy

Capiworld Australia Pty Ltd (ABN 59 651 602 916) supplies ECO-AEROGELS™ insulation and acoustic materials to order. Because products are manufactured or cut to each customer's specification, this policy differs from a standard retail returns policy. Please read it before placing an order.

Made-to-order goods

All Capiworld products are made to order against the specification confirmed in your quotation and order acknowledgement — product, thickness, R-value, panel size, surface finish and quantity.

We do not accept returns or offer refunds for change of mind, incorrect ordering, over-ordering, or a change in project requirements after production has commenced. We recommend confirming quantities with your builder, designer or installer before accepting a quotation.

Cancelling an order

You may cancel an order at no cost at any time before we issue written confirmation that production has commenced. After that point, cancellation may incur costs for materials already committed, work completed and freight arranged. We will advise these costs in writing before applying them.

If goods arrive damaged or incorrect

Please inspect all goods on delivery. If a delivery is short, damaged in transit, or does not match your order acknowledgement, notify us within 7 days of delivery at info@capiworld.com.au with your order number, photographs and a description of the issue.

Where we confirm the goods were damaged in transit, incorrectly supplied or do not match the agreed specification, we will at our option replace the goods, supply the missing items, or refund the amount paid for them. We will arrange and pay for collection of incorrectly supplied goods.

Manufacturing faults

If a product has a manufacturing fault, contact us with your order number, batch details and photographs. We will assess the claim and, where a fault is confirmed, provide a remedy in accordance with your rights under the Australian Consumer Law and under our product warranty (see clause 6 of our Terms of Service).

Your rights under the Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot be excluded under the Australian Consumer Law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Tolerances and appearance

Manufacturing tolerances stated on the relevant product page form part of the agreed specification and are not a defect. Minor variation in colour or surface texture between production batches is normal for products made from recycled and natural fibres and is not a basis for return.

Contact

Email info@capiworld.com.au Phone (+61) 0426 393 999 WhatsApp +84 94 868 0906