Returns Policy

Fill the Gaps Project (fillthegaps.net), a not-for-profit organisation Last updated: 13 October 2026

1. Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If goods are faulty, not as described, or not fit for purpose, you’re entitled to a repair, replacement or refund, and to compensation for any other reasonably foreseeable loss or damage. If the failure is a major one, you can choose a refund or a replacement. Nothing in this policy limits those rights. The rest of this policy covers change-of-mind returns and cancellations, where the law doesn’t require a refund.

2. How orders are fulfilled

Products are dispatched directly from our supplier. Some items are cut to length or made to order for you. We will tell you at the time of quote or order whether an item is a stock item or custom made/cut.

3. Cancelling an order

• You may cancel an order at any time before it is dispatched.
• Stock items: a cancellation fee of 10% of the purchase price applies.
• Custom made or cut-to-length items: a cancellation fee of 30% of the purchase price applies.
• Once an order has been dispatched it can’t be cancelled, but it may be returned under section 4.

4. Change-of-mind returns

You may return goods within 30 days of delivery or pick-up. – Stock items: a restocking fee of 10% of the purchase price applies. – Custom made or cut-to-length items: a restocking fee of 30% of the purchase price applies. – Goods must be unused, uninstalled, undamaged and in their original packaging, with proof of purchase. – Original delivery charges are not refundable. – Return freight for change-of-mind returns is paid by you. – Installation services already performed are not refundable as a change of mind.

All prices are in AUD. No GST charged.

5. How to return

1. Email helpdesk@fillthegaps.net with your order number, the item(s) and the reason, before sending anything back.
2. We’ll confirm whether the return is approved and give you the return address. You can organise your own courier, or contact us and we can arrange one for you (at your cost for change-of-mind returns).
3. Goods sent without approval may not be accepted.

6. Faulty, damaged or incorrect goods

Please tell us within 48 hours of delivery if goods arrive damaged or incorrect, with photos where possible. We cover the return freight for faulty, damaged or incorrect goods and will arrange a repair, replacement or refund in line with the Australian Consumer Law. Product warranty terms are available on request.

7. Refunds

Approved refunds are paid to the original payment method within 10 business days of the returned goods being received and inspected.

8. Contact

Fill the Gaps Project Email: helpdesk@fillthegaps.net