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Return and Refund Policy

Last updated: February 2025

This Return and Refund Policy applies to renovation services provided by Inhaus Living Pty. Ltd. ("we", "us", "our") in Canberra and Sydney, Australia. As renovation and building services are customised and non-returnable, this policy explains how we handle deposits, progress payments, cancellations, refunds, and defective work in accordance with the Australian Consumer Law.

1. Scope of This Policy

This policy applies to our renovation services, including apartment renovations, kitchen remodeling, bathroom upgrades, and home additions. We do not sell physical goods for return; our services involve labour, materials, and project management. Refunds and remedies are handled as set out below.

2. Deposit and Progress Payments

  • Deposit: A deposit secures your project slot and allows us to order materials. Deposits are typically 10–20% of the contract value.
  • Progress payments: These are paid at agreed milestones as work is completed. Once work has been performed, progress payments are non-refundable for that completed work.
  • Non-refundable costs: Design fees, council application fees, engineering reports, and materials ordered specifically for your project may be non-refundable once incurred.

3. Cancellation Policy

Before Work Commences

  • If you cancel before we have commenced work, we will refund the deposit minus any costs already incurred (e.g., design work, materials ordered, administration).
  • If materials have been ordered and cannot be returned or repurposed, their cost may be deducted from the refund.
  • We will provide a written breakdown of any deductions within 14 days of receiving your cancellation request.

After Work Has Commenced

  • If you cancel after work has started, you must pay for all work completed to date, materials supplied or ordered, and any reasonable costs we incur as a result of the cancellation.
  • No refund will be given for work already performed. The balance of any unused deposit may be applied to these amounts.

4. Refund Process

  • Refund requests must be made in writing to info@sugaullet.com or by post to our address.
  • We will assess each request on its merits and respond within 14 business days.
  • If a refund is approved, we will process it within 14 business days to the original payment method or by bank transfer.
  • Refunds are made in Australian dollars (AUD).

5. Defective Work Remediation

Under the Australian Consumer Law, our services come with consumer guarantees. If our work is defective or does not meet the agreed specifications:

  • Remediation: Our first obligation is to rectify the defect at no extra cost to you. We will arrange a suitable time to complete the repair or replacement.
  • Refund or replacement: If we cannot rectify the defect within a reasonable time, or if the failure is a major failure, you may be entitled to a refund or compensation.
  • Major failure: A major failure includes work that is substantially unfit for purpose, cannot be easily rectified, or would have caused you not to engage our services if you had known.
  • Minor failures: For minor defects, we are entitled to rectify rather than provide a refund.

6. Dispute Resolution

We are committed to resolving disputes fairly and efficiently:

  • Step 1: Contact us in writing with details of your concern. We will acknowledge your complaint within 5 business days and investigate.
  • Step 2: We will provide a written response with our findings and proposed resolution within 14 business days.
  • Step 3: If we cannot resolve the matter, you may refer the dispute to NSW Fair Trading (for NSW projects) or the ACT Office of Regulatory Services (for ACT projects) for mediation or dispute resolution.
  • Step 4: You may also have recourse through the NSW Civil and Administrative Tribunal (NCAT) or equivalent tribunal for building disputes.

7. Australian Consumer Law Compliance

Nothing in this policy excludes, restricts, or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to:

  • Services that are provided with due care and skill
  • Services that are fit for any disclosed purpose
  • Services that are supplied within a reasonable time
  • Remedies for failures to meet consumer guarantees, including repair, replacement, or refund

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

8. Overpayments

If you have overpaid (e.g., due to an accounting error or a reduction in scope), we will refund the overpayment within 14 business days of confirming the overpayment.

9. Contact Us

For refund requests, cancellation enquiries, or to report defective work:

Inhaus Living Pty. Ltd.
Supa Center Moore Park, 2a Todman Avenue, Kensington, NSW 2033
Email: info@sugaullet.com
Phone: (02) 9184 7741

We aim to respond to all enquiries within 2 business days.

10. Changes to This Policy

We may update this Return and Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. We encourage you to review this policy periodically.