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Refund policy
Returns & Refunds Policy
At Fila Group Australia, we stand behind the quality of every product we sell. If something isn't right with your order, we're here to help.
Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major fault, does not match its description, or is not fit for its intended purpose, you are entitled to a replacement or refund. For minor faults, we will repair or replace the product at no cost to you. Nothing in this policy limits or overrides these rights.
Faulty or Defective Products
If you receive a product that is faulty, defective, or doesn't match its description, we will make it right. Here's what to do:
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Step
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What to Do
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1. Contact us
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Email us at sales@filagroup.com.au or call (02) 8825 5300 within 30 days of your invoice date. Please include your invoice number and a description of the issue. Photos are helpful if the product is damaged or defective.
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2. We'll review your claim
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We will acknowledge your claim within 5 business days and aim to resolve it within 15 business days.
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3. Return the product
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If we need the product returned, we will provide you with return instructions. We cover the cost of return shipping for faulty or defective products.
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4. Your remedy
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Depending on the nature of the fault, you can choose a replacement, credit note, or refund. For major faults, the choice is yours. For minor faults, we may repair or replace the product.
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Damaged in Transit
If your order arrives damaged, please take the following steps:
Visible damage at delivery: Note the damage on the carrier's delivery paperwork before signing, and contact us within 48 hours with photos of the damage and packaging.
Hidden damage discovered after unpacking: Contact us within 7 days of delivery with photos of the damage and the packaging. Please keep all original packaging materials until the claim is resolved.
We will work with you and the freight carrier to resolve the issue as quickly as possible. If the damage is confirmed, we will arrange a replacement or refund at no cost to you.
Incorrect Orders (Our Error)
If we have sent you the wrong product or the wrong quantity, please contact us and we will arrange for the correct items to be sent to you. We will cover the cost of return shipping and there is no charge for the exchange.
Change of Mind or Customer Order Errors
We understand that sometimes orders don't work out as planned. While we are not required by law to accept returns for change of mind, we want to be fair and reasonable. We may accept returns subject to the following conditions:
Please contact us first. All returns require prior written authorisation from our team. Please email us at sales@filagroup.com.au with your invoice number and the reason for the return.
Product condition. Products must be in their original, unopened, and resaleable condition with all packaging intact.
Return shipping. The customer is responsible for the cost of return shipping for change-of-mind returns.
Restocking charge. A restocking charge of 15% of the invoice value may apply to cover our costs of receiving, inspecting, and restocking the returned products.
Exchanges for ordering errors. If you ordered the wrong product and would like to exchange it, a handling charge of 10% of the invoice value may apply to cover processing costs.
How Refunds Are Processed
When a refund is approved, we will process it using your original payment method within 14 business days. If a credit note is issued instead, it can be applied to future purchases and is valid for 12 months from the date of issue.
Important Things to Know
Packaging matters. Please ensure all returned products are securely packaged to prevent damage in transit. We cannot accept returns or issue credit for products that arrive back to us damaged due to insufficient packaging.
Include your invoice details. All returns must be accompanied by your original invoice number and date. This helps us process your return quickly.
Time limits. We ask that claims be made within 30 days of the invoice date so we can investigate and resolve them promptly. However, this does not limit your rights under the Australian Consumer Law — if a product fails to meet a consumer guarantee, your rights apply regardless of this timeframe.
Contact Us
If you have any questions about returns, refunds, or a product issue, our team is happy to help.
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Email
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Phone
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(02) 8825 5300
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Address
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Fila Group Australia, 6/30 Foundry Rd, Seven Hills NSW 2147
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Hours
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Monday — Friday, 9:00 AM — 5:00 PM AEST
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Fila Group Australia Pty Ltd is the exclusive Australian distributor for Canson, Arches, Daler Rowney, Princeton, Giotto, DAS, Lyra, and DOMS. For more information about our brands, visit our website.