Refund policy
At My PVC, we take pride in creating high-quality, custom-made products. As each item is made to order, we are not required to accept returns for change of mind. However, we are committed to ensuring that your purchase meets the highest standards. If you receive a faulty or incorrect item, we will work with you to resolve the issue promptly.
Faulty/Defective/Damaged Products
In accordance with Australian Consumer Law, you are entitled to a replacement, repair, or refund if a product is found to be faulty or not fit for its intended purpose. If you believe your item is faulty, defective or damaged, please contact us within 14 days of receiving it.
Order Issues & Incorrect Items
Please inspect your order upon receipt and contact My PVC immediately if anything has been supplied incorrectly.
How To Request A Return
If you receive a faulty or incorrect item, follow these steps:
1. Contact Us - Email lora@mypvc.com.au with your order number, a description of the
issue, and clear photos of the fault or defect or initiate a return directly through your account using our self-service portal.
2. Assessment - We will review your claim and advise whether a repair, replacement, or
refund is appropriate.
3. Return Instructions - If a return is required, we will provide details on how to return the item.
Shipping Costs
If a return is due to a manufacturing defect or our error, we will cover the return shipping costs. If the return is for a change of mind, customers will be responsible for return shipping fees.
Refunds
My PVC will notify you once we’ve received and inspected your return, you will be advised whether your refund has been approved or not. If approved, you will be automatically refunded using your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exclusions
Returns will not be accepted in the following cases:
- Custom orders that match the specifications provided at the time of purchase.
- Damage caused by misuse, improper handling, or external factors.
- Incorrect sizing due to customer error.
We encourage customers to carefully consult our sizing guides before purchasing.
See Shipping Costs section for details on who covers postage for eligible returns.
Contact Us
If you have any concerns or questions, reach out to us at lora@mypvc.com.au, and we’ll be happy to assist.