Refund policy

At Form Vault Lab, we believe that an organised wardrobe makes everyday life easier. A well-designed trouser hanger can help keep clothing neatly arranged, a sock organiser can make smaller garments easier to manage, and over-the-door hooks can turn unused space into convenient storage.

We want every order to arrive in good condition and serve the purpose for which it was purchased. If something is not right, this policy explains how to request a return, refund, replacement, or other appropriate solution.

1. Our Return Period

For voluntary change-of-mind returns, you may contact us within 30 calendar days after the date your order is delivered.

To qualify for a standard change-of-mind return, the product should generally:

  • Be unused and in its original condition.

  • Be free from scratches, bends, stains, marks, or other signs of use.

  • Include all original components, accessories, and assembly parts supplied with the product.

  • Be returned with its original packaging where reasonably available.

  • Not have been modified, cut, bent, or otherwise altered after delivery.

  • Be accompanied by an order number or other reasonable proof of purchase.

We encourage you to inspect the product carefully before installing it or putting it into regular use. For example, check the width and structure of a trouser hanger before loading it with clothing, confirm that a sock organiser suits your intended storage arrangement, and measure the door thickness and available clearance before fitting an over-the-door hook.

These conditions apply to voluntary change-of-mind returns only. They do not restrict your rights if a product is faulty, damaged, incorrectly supplied, or does not meet a consumer guarantee under the Australian Consumer Law.

2. Product-Specific Return Guidance

Trouser Racks and Hangers

Please inspect the shape, dimensions, clips, bars, joints, and other supplied components before use.

A product that has been loaded with clothing, bent, modified, or damaged through installation or handling may not qualify for a voluntary change-of-mind return. If the hanger arrives with a broken joint, missing component, manufacturing defect, or material difference from the product description, please contact us for assistance.

Sock Hangers and Organisers

Please check the number of clips, compartments, hanging points, dimensions, and other listed features before use.

For a standard change-of-mind return, the product should remain unused and complete. Items with missing clips, broken connectors, stains, or signs of regular use may not qualify for a voluntary return.

If a sock organiser arrives defective, incomplete, or materially different from the listing, contact us so we can assess the issue under the applicable consumer guarantees.

Over-the-Door Hanging Hooks

Before installation, check the product dimensions and compare them with your door's thickness, clearance, and surrounding fittings.

For a voluntary return, the hooks should be unused and free from installation marks, bending, scratches, or other damage. A product that has been fitted or altered may not qualify for a change-of-mind return.

If the hooks arrive with damaged joints, missing parts, manufacturing defects, or specifications that materially differ from the listing, please contact us.

3. How to Request a Return

Please contact our customer service team before sending an item back.

Email: [email protected]
Business: NWG WICKHAM PTY LTD
Attn: Shayne Kemp

Return Address:

NWG WICKHAM PTY LTD
8 Mena St
North Strathfield NSW 2137
Australia

To help us identify your order and review the request, please include:

  1. Your full name.

  2. Your order number.

  3. The product you wish to return.

  4. The reason for the return.

  5. Photographs if the product is damaged, defective, incomplete, or incorrect.

Our team will review your request and provide instructions. Please do not send a return parcel before receiving confirmation, as this helps avoid identification and processing delays.

4. Faulty, Damaged, or Incorrect Products

We take care when preparing orders, but a product may occasionally arrive with damage, a manufacturing fault, missing components, or a difference from what was ordered.

If this happens, contact us as soon as reasonably possible. Please provide your order number and a clear explanation of the problem. Photographs of the affected item, packaging, and relevant components can help us assess the matter.

Under the Australian Consumer Law, products supplied to consumers must meet applicable consumer guarantees. These include guarantees that goods are of acceptable quality, fit for disclosed purposes, and match their description.

Depending on the nature and seriousness of the problem, you may be entitled to a repair, replacement, refund, or another remedy available under the ACL.

For a major failure, you may generally have the right to choose a refund or replacement. For a minor failure that can be remedied, the business may generally be able to provide a repair or other appropriate remedy within a reasonable time. The applicable remedy depends on the circumstances and the law.

We will assess each report fairly and explain the available options.

5. Change-of-Mind Returns

If you simply decide that a product is not suitable for your wardrobe or storage arrangement, you may request a voluntary return within the 30-day period, provided the product meets the conditions in this policy.

Examples may include:

  • A trouser hanger that is not the preferred style or configuration.

  • A sock organiser that does not suit your preferred storage layout.

  • An over-the-door hook that is not suitable for the intended door or room.

Australian Consumer Law does not generally require a retailer to accept a return simply because a customer changes their mind, chooses the wrong size, or decides they no longer want an item. Our 30-day change-of-mind arrangement is a voluntary store policy and operates separately from statutory consumer guarantees.

For approved change-of-mind returns, customers are generally responsible for return postage unless we state otherwise in writing.

6. Items That May Not Qualify for a Voluntary Change-of-Mind Return

Subject to applicable law, a voluntary change-of-mind return may be declined if the product:

  • Has been used or shows ordinary wear.

  • Has been bent, cut, modified, or altered after delivery.

  • Has installation marks, scratches, or avoidable damage.

  • Is missing supplied accessories, clips, connectors, or other components.

  • Is returned outside the 30-day change-of-mind period.

  • Was clearly identified before purchase as customised or made to the customer's specifications.

These limitations do not apply where they would unlawfully restrict your rights under the ACL or another applicable law.

7. Return Postage and Handling

For approved change-of-mind returns, the customer is generally responsible for arranging and paying for return postage.

If a product is confirmed to have a fault or other failure covered by the Australian Consumer Law, the appropriate return, collection, or transportation arrangements will be handled in accordance with the consumer's legal rights. Depending on the nature of the failure and the product, the business may be required to cover reasonable return costs or arrange collection.

Please contact us before arranging the return of a faulty or damaged item so that we can provide suitable instructions.

8. Refund Review and Processing

After a return is received, we will review the product and the circumstances of the request.

If a refund is approved, it will generally be submitted to the original payment method. Our usual administrative target is 5–10 business days after approval, although the time required for funds to appear in your account may depend on the bank, card issuer, or payment provider.

This processing estimate does not reduce any shorter timeframe or other remedy required by applicable law.

Refunds will generally be made through the original payment channel and in the transaction currency, subject to payment-provider limitations.

9. Exchanges and Replacements

If you would prefer another product or need a replacement component, please email [email protected].

Exchanges are subject to availability. If the requested item is unavailable, we will discuss an appropriate alternative, including a refund where applicable.

Where a replacement or other remedy is required under the ACL, we will handle the request in accordance with your statutory rights.

10. Order Cancellations

If you wish to cancel an order, contact us as soon as possible and provide your order number.

We will make reasonable efforts to stop an order before it enters fulfillment or is dispatched. Once a parcel has been handed to a carrier, cancellation may no longer be possible, and the return process may need to be followed instead.

This does not affect any cancellation or refund rights available under applicable law.

11. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any consumer guarantee, right, or remedy provided under the Australian Consumer Law in Schedule 2 of the Competition and Consumer Act 2010 (Cth), or any other right that cannot lawfully be excluded.

Our voluntary 30-day return arrangement is additional to, and does not replace, your statutory consumer rights.

12. Policy Updates

We may update this policy to reflect changes in our products, return procedures, business operations, or legal requirements. The latest version will be published on our website with its effective date.

Any update will operate subject to rights and obligations that apply to purchases already made and any mandatory legal requirements.

13. Contact Us

For return, refund, replacement, or product assistance, please contact:

NWG WICKHAM PTY LTD — Form Vault Lab
Attn: Shayne Kemp
8 Mena St
North Strathfield NSW 2137
Australia
Email: [email protected]
Website: https://www.formvaultlab.com/

We appreciate the opportunity to address your concerns and help make your experience with Form Vault Lab a positive one.