Refund policy
Sanctum Pod is operated by Open Supply Pty Ltd (ABN 26 684 172 085).
30-Day Change-of-Mind Returns
We offer change-of-mind returns on eligible products requested within 30 days after the product is delivered.
To qualify, the product must:
- Be unused, unassembled and uninstalled;
- Be in the same condition in which it was delivered;
- Include all components, accessories, manuals and hardware;
- Be in its original packaging; and
- Be accompanied by your order number, receipt or other proof of purchase.
Because our office pods are large and freight-sensitive, you must contact us before returning anything.
To request a return, email sales@sanctumpod.com with:
- Your name and order number;
- The product you want to return;
- The reason for the return; and
- Photographs showing the product and packaging condition.
If your return is approved, we will provide written return authorisation and freight instructions. Products returned without prior authorisation may not be accepted.
Change-of-Mind Return Costs
For an approved change-of-mind return:
- You are responsible for arranging and paying the return freight;
- You are responsible for ensuring the product is securely packaged for transport;
- Original delivery and installation charges are not refundable, except where required by law; and
- You remain responsible for the product until it is safely received at our return location.
We do not charge a restocking fee. However, we may deduct a reasonable amount from the refund if the returned product is incomplete or has been damaged beyond what is reasonably necessary to inspect it.
Products Not Eligible for Change-of-Mind Returns
Change-of-mind returns are not available for:
- Customised, modified, made-to-order or special-order products;
- Products that have been assembled, installed, used or damaged after delivery;
- Products returned without essential components or accessories; or
- Products clearly identified as “final sale” or “clearance” before purchase.
Standard discounted products remain eligible for our 30-day change-of-mind policy unless they were clearly identified as final-sale or clearance products.
These exclusions apply only to change-of-mind returns. They do not limit your rights regarding faulty, damaged or incorrectly supplied products under the Australian Consumer Law.
Damaged, Faulty or Incorrect Products
Please inspect the product as soon as reasonably possible after delivery. If it arrives damaged, is faulty, is missing components or is different from what you ordered, contact sales@sanctumpod.com promptly.
Please provide:
- Your order number;
- A description of the problem;
- Photographs or video showing the product, packaging and damage or fault; and
- Any other information reasonably required to assess the issue.
We may inspect the product or arrange an assessment before confirming the appropriate remedy.
If we confirm that the product is faulty, damaged in transit or incorrectly supplied, we will provide a remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include repair, replacement or refund.
For large, heavy or installed products that cannot be returned without significant cost, we will arrange and pay for collection where required under the Australian Consumer Law.
If an inspection determines that the product is not faulty and the issue was caused by misuse, incorrect assembly, accidental damage or circumstances outside our responsibility, reasonable inspection, collection or redelivery costs may apply. We will disclose any such costs before proceeding.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
The 30-day change-of-mind period does not limit these rights. Consumer guarantee rights may continue for a reasonable period after purchase, depending on the product, price and expected lifespan. Businesses cannot impose a 30-day limit on remedies for genuinely faulty products. ACCC guidance
Exchanges
To request an exchange, contact sales@sanctumpod.com.
If the exchange is for change of mind, the original product must meet the change-of-mind eligibility requirements, and you will be responsible for return freight and delivery costs for the replacement product.
If the exchange relates to a confirmed fault, damage or incorrect supply, we will arrange the appropriate remedy and cover reasonable freight costs as required by law.
Refund Processing
After receiving and inspecting an approved return, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method within 10 business days. Your bank or payment provider may take additional time to process and display the refund.
For change-of-mind returns, the refund will cover the eligible product price, less any disclosed deductions. Original delivery, installation and return freight costs are not refundable unless required by law.
If more than 15 business days have passed since we confirmed that your refund was issued, contact sales@sanctumpod.com.
Return Address
Approved returns must be sent to:
Sanctum Pod – Open Supply Pty Ltd
34 Aspen Circuit
Springvale VIC 3171
Australia
Do not send a product to this address without written return authorisation. Large products may require an arranged freight booking.
Contact Information
Legal business name: Open Supply Pty Ltd
Trading name: Sanctum Pod
ABN: 26 684 172 085
Email: sales@sanctumpod.com
Phone: +61 403 998 528
Business address: 34 Aspen Circuit, Springvale VIC 3171, Australia
After publishing, configure the Merchant Center return policy to match exactly:
- Return window: 30 days after delivery
- Return method: By freight/mail after authorisation
- Change-of-mind return cost: Customer responsibility
- Defective-product return cost: Merchant responsibility
- Restocking fee: None
- Return email: sales@sanctumpod.com