Returns & Refunds

We aim to provide a straightforward and fair returns and claims process. Please read the following conditions carefully before submitting a return or claim:

SPECIAL NOTE: Stock Windows and Doors can only provide servicing and full replacements (on faulty items) within Victoria (VIC) and New South Wales (NSW). For customers located outside these regions, any faulty items will be assessed remotely via video call to determine the issue. If a fault is confirmed, we may send replacement parts for self-repair. If the item fails to meet Australian Standards and cannot be serviced or repaired, a refund will be issued (no replacement due to shipping constraints).

Change of Mind

• Custom Orders:
  • Returns are not accepted for change of mind on any custom-made products.

• Stock Items:
  • Returns may be accepted only if the product is in original and undamaged condition.
  • The request must be made within 48 hours of receiving the item.
  • All change-of-mind returns for stock items are subject to restocking fees.
  • Acceptance of the return is at our discretion.

Damaged Products (upon delivery)

• All damages must be reported via our website within 48 hours of receiving the item.
• Photographic evidence must be provided as part of your claim.
• Claims submitted outside this timeframe will not be accepted.

Faulty Items

• Faulty items must be returned to our store at your own cost for assessment.
• If the item is found to be faulty after inspection, we will:
  • Repair or replace the item within our standard service lead time.
  • Reimburse the freight cost you paid (upon provision of a valid tax invoice), up to a reasonable amount.

How to Make a Claim

To ensure your claim is processed quickly and efficiently, please follow these steps:

1. Report the Issue

• Go to our Claims Form on the Website – or via the link at the bottom of this page
• Submit your claim within 48 hours of receiving the product for:
  • Damaged items.
  • Stock item returns due to change of mind (if eligible).

2. Provide Required Information

• Include the following details in your submission:
  • Your order number.
  • A clear description of the issue.
  • Photos showing the damage or fault.
  • The date of delivery.
  • A copy of the tax invoice (for faulty item freight reimbursement).

3. Return the Product (if required)

• For faulty items, return the product to our store at your own cost.
• Ensure the item is securely packaged to prevent further damage in transit.

4. Assessment and Outcome

• Once received and inspected:
  • If approved, we will repair or replace the item within our standard service lead time.
  • If faulty, we will reimburse your freight cost, up to a reasonable amount, upon provision of a valid tax invoice.