How to read this page
Each section below covers one part of the policy. Headings are numbered in the order they matter to a building project, starting with what we collect and finishing with how to reach us.
- Plain language, no legal shorthand
- Applies to enquiries, quotes and signed builds
- Updated whenever our process changes
Talk to a person
If any paragraph here is unclear, ring the office and we will walk you through it before you commit to anything.
Your rights first
Nothing in this policy takes away the rights you hold under Australian consumer law. If a service we provide is not done with reasonable care and skill, or a product we supply is faulty, you are entitled to a remedy, and that remedy comes before anything described below.
Before work starts
If you cancel a signed contract before any work, ordering or drafting has begun, we refund your deposit in full, less any third party costs we have already paid and cannot recover.
- Design and drafting hours already completed are charged at our standard rate
- Engineer and certifier fees we have paid on your behalf are not refundable
- Custom joinery already cut cannot be returned or refunded
Everything else is returned within fourteen days of your written cancellation.
After work has begun
Once a build is under way, cancelling means we stop and account for what has actually been done. You pay for work completed, materials ordered or delivered, and any reasonable costs of demobilising from site. We do not charge for work we have not yet started.
We will give you a written statement showing what has been done, what materials are on site, and what, if anything, is left to refund. Balances are settled within twenty-one days.
Products and small items
For hardware, accessories and small supplied items, we follow the rules that apply to the type of product.
- Faulty items are repaired, replaced or refunded at your choice
- Items bought by mistake can be returned unused within fourteen days, in original packaging
- Custom cut timber, tinted finishes and made to measure parts are not returnable
Deposits that are held
Some projects ask for a holding deposit to reserve a build slot in our schedule. That deposit is refundable if you cancel more than thirty days before the scheduled start, and is not refundable inside that window, because the slot has already been committed to you.
How to request a refund
Put your request in writing and include your contract number, the project address and a short description of what you are asking for. Email timberapex@gmail.com, call +61 7 5824 7369, or post to 35-41 Wharf Street, Cairns City QLD 4870, Australia. We reply within five working days and aim to complete any agreed refund within two weeks.