Refund policy
Returns, Cancellations and Refunds
This policy applies to purchases made directly from Bcompact. Nothing in this policy excludes or limits any rights or remedies that may apply under Australian Consumer Law or other applicable consumer protection laws.
Customised Products
Products manufactured or customised specifically to a customer's measurements, specifications, finish or project requirements are not eligible for change-of-mind returns or exchanges.
This does not affect any rights you may have if the product is faulty, damaged, incorrectly supplied or otherwise does not meet applicable consumer guarantees.
Prefabricated Ladders
Floor-to-Floor Height Accuracy
Each Bcompact Prefabricated Ladder is designed for a specific floor-to-floor height and has a maximum modifiable tolerance of ±50 mm.
Customers must measure from finished floor to finished floor, taking into account completed flooring, ceiling finishes and sub-floor construction before selecting a product.
If the required floor-to-floor height falls outside the stated range for the selected model, the Prefabricated Ladder may not fit correctly and a custom-designed product may be required.
By placing an order, the customer confirms that they have reviewed the product specifications and selected a model suitable for their required floor-to-floor height.
Opened, Installed or Modified Products
Change-of-mind returns cannot be accepted once a Prefabricated Ladder package has been opened, installed or modified, including where the feet, stringers or other components have been cut or altered.
This does not affect the customer's rights where a product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer guarantees.
Unopened Package Returns
Bcompact may, at its discretion, accept a change-of-mind return of an unopened and fully sealed Prefabricated Ladder package.
To request approval, the customer must contact support@bcompact.com within 48 hours of delivery.
Where a return is approved:
The product must remain unopened, unused and undamaged.
The customer is responsible for arranging and paying all return freight costs, including appropriate freight insurance.
Once the product has been safely received and inspected by Bcompact, an approved refund will be processed less a 15% restocking fee.
Return freight charges are not refundable.
Products must not be returned without prior written approval from Bcompact.
Bi-Folding Hatch
The Bcompact Bi-Folding Hatch is an accessory designed specifically for compatible Bcompact Prefabricated Ladders.
Change-of-mind returns cannot be accepted once the Hatch package has been opened, installed, modified or incorporated into a ceiling installation.
Where a Hatch remains unopened, unused, fully sealed and undamaged, Bcompact may, at its discretion, approve a return request made within 48 hours of delivery.
The customer is responsible for arranging and paying return freight and freight insurance. Approved refunds are subject to a 15% restocking fee.
This does not affect the customer's rights where a Hatch is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer guarantees.
Cancellations
Orders may be cancelled within 24 hours of purchase for a full refund, provided production, preparation or dispatch has not already commenced.
After this period, Bcompact may already have commenced order preparation, manufacturing, packing or dispatch arrangements and cancellation may no longer be possible.
Customised products that have entered production cannot normally be cancelled.
Change of Mind or Incorrect Measurements
Bcompact does not provide change-of-mind refunds after dispatch except where an unopened return has been expressly approved under this policy.
Selecting an incorrect Prefabricated Ladder height, providing incorrect measurements, or assuming that a product can be modified beyond its published adjustment range is considered a customer selection or measurement error and is not grounds for a change-of-mind refund or exchange.
This does not affect any rights available under applicable consumer protection laws.
Damaged, Faulty or Incorrectly Supplied Products
If your product arrives damaged, appears faulty or you believe you have received an incorrect product, please contact support@bcompact.com as soon as possible.
Please provide:
Your order number
Clear photographs or video showing the issue
Photographs of the packaging where freight damage is suspected
The DHL Waybill number where applicable
A brief description of the problem
Please retain all original packaging while the matter is being assessed.
Bcompact will review the circumstances and, where appropriate, arrange a repair, replacement, refund or freight claim.
For freight damage, early notification is important because delayed reporting can affect Bcompact's ability to lodge or support a carrier insurance claim.
Return Shipping
For approved change-of-mind returns, the customer is responsible for the cost and organisation of return freight and freight insurance.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, Bcompact will determine the appropriate return or remedy arrangements in accordance with the circumstances and applicable consumer law.
Refund Processing
Once an approved returned product has been received and inspected, Bcompact will notify the customer of the outcome.
Approved refunds will be returned to the original payment method. Processing times may vary depending on the customer's payment provider or financial institution.