Returns and Refunds Policy

This Returns and Refunds Policy applies to product purchases made through https://homeinsulation.com.au/contact/ (the “Site”) from Home Insulation (“we”, “us”, “our”). For issues with installation work, see Section 3A, and for our Terms and Conditions on installation services more broadly, see our Terms and Conditions.

Nothing in this policy limits your rights under the Australian Consumer Law (ACL).

1. Your rights under Australian Consumer Law

For products, you are entitled to a repair, replacement, or refund if the product:

• Has a fault or problem that would have prevented someone from purchasing it, had they known about it beforehand
• Is unsafe
• Is significantly different from the sample or description provided to you
• Does not do what we said it would, or what you specifically requested and we agreed to

For installation services, you are entitled to have the work redone, or to a refund for the affected portion, if the service:

• Was not carried out with due care and skill
• Is not fit for the purpose you disclosed to us
• Was not completed within a reasonable time (where no timeframe was agreed)

These rights apply regardless of any change-of-mind policy outlined below, and cannot be excluded, restricted, or modified.

2. Change of mind returns

We do not accept returns for change of mind. Please choose carefully before purchasing, as we are unable to offer a return or refund solely on the basis that you have changed your mind, ordered the wrong item, or no longer require the product — except where required under the Australian Consumer Law (see Section 1).

3. Faulty, damaged, or incorrect items

If your order arrives faulty, damaged, or incorrect:

• Contact us at info@homeinsulationstore.com.au within two days of delivery, including your order number and photos of the issue where possible.
• We will arrange a repair, replacement, or refund, in line with your rights under the ACL.
• We will not charge you for return delivery in this case.

3A. Installation work issues and remedial work

• This section applies to installation work only; for product issues, please see Section 3.
• If you are not satisfied with completed installation work, please contact us at info@homeinsulation.com.au within two days of completion, describing the issue and including photographs where possible.
• We will arrange an inspection and, where the work does not meet the standards set out in Section 1, carry out remedial work at no cost to you. Remedial work is our preferred remedy for installation issues in place of a refund, except where the Australian Consumer Law requires otherwise
• Installation work is also covered by a workmanship warranty, as set out in our Terms and Conditions.

4. How to request a product return

• Email us at info@homeinsulationstore.com.au with your order number and reason for the return.
• We will confirm whether the item is eligible and provide instructions for returning it.
• As we manage our own delivery, please do not return items until we have confirmed the collection or return arrangements with you. You may either drop the item off in person via Click & Collect at 2/83 Tucker St, Breakwater VIC 3219 during our business hours (see Contact section), or we can arrange to collect the item from you. Please let us know your preference when you contact us.

5. Return shipping costs

• Faulty, damaged, or incorrect items — no cost to you; we cover return costs.
• Change of mind — not applicable, as we do not accept change-of-mind returns (see Section 2).

6. Refunds

• Approved refunds will be processed back to your original payment method via Stripe.
• Please allow 5-10 business days for refund to be initiated and a further 5-10 business days for the refund to appear, depending on your bank or card provider.
• Delivery charges are refunded only where the return is due to a fault, damage, or an incorrect item — not for change-of-mind returns.

7. Exchanges

We currently do not offer direct exchanges. If you’d like a different size, colour, or product, please return the original item for a refund and place a new order.

8. Changes to this policy

We may update this Returns and Refunds Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

Last updated: 24 August 2026

9. Contact us

If you have any questions about a return or refund, contact us at:

Home Insulation & Home Insulation Store
Phone: 0402 159 252
Email: info@homeinsulation.com.au & info@homeinsulationstore.com.au
Address: 2/83 Tucker St, Breakwater VIC 3219