Return and Refund Policy

Last updated: 1 January 2026

House Sanctuary Builders Pty. Ltd. ("we", "us", "our") is committed to delivering renovation services of the highest standard. Because the nature of building and renovation work differs fundamentally from retail goods, this Return and Refund Policy has been crafted to reflect the realities of custom construction while respecting your rights as a consumer under Australian law.

The Nature of Our Services

Renovation and building services are bespoke by definition. Every project is designed, scoped and executed to suit the specific requirements of your property and your brief. Materials are ordered to specification, tradespersons are scheduled around your project timeline, and construction work permanently alters the physical structure of your home. For these reasons, standard retail return policies do not apply to our services. However, we recognise that circumstances change, and the sections below outline how we handle cancellations, refunds and workmanship concerns.

Deposit Terms

A deposit is required before construction work commences. The deposit amount and payment date are specified in your individual project contract. The purpose of the deposit is to secure your position in our construction schedule and to cover initial costs including material procurement, engineering assessments and council application fees.

Deposit Refundability

  • If you cancel before we have ordered materials or engaged subcontractors for your project, the deposit will be refunded in full, less a reasonable administration fee not exceeding five percent (5%) of the deposit amount.
  • If materials have already been ordered or subcontractor commitments made, the refundable portion of your deposit will be reduced by the value of those non-recoverable costs. We will provide an itemised breakdown of any deductions.

Cancellation by the Client

You may cancel your renovation project at any time by providing written notice to us via email at [email protected]. The financial implications of cancellation depend on the stage of the project at the time notice is received:

  • Before construction begins — deposit refund terms as described above apply. No further charges will be levied.
  • During construction — you are liable for the value of all work completed to date, materials already purchased or installed, and any subcontractor commitments that cannot be reversed. We will prepare a final account detailing these amounts and offset them against payments already received. Any balance owing to you will be refunded within twenty-one (21) business days.

We will make reasonable efforts to mitigate costs on your behalf following a cancellation, including returning unused materials to suppliers where return arrangements exist.

Cancellation by the Company

We reserve the right to withdraw from a project under the following circumstances:

  • The client fails to make a payment by the due date specified in the contract after receiving a fourteen (14) day written reminder.
  • The project site presents safety hazards that were not disclosed or could not reasonably have been anticipated, and which cannot be remediated within a practical timeframe.
  • The client materially breaches the terms of the project contract and does not rectify the breach within fourteen (14) days of receiving written notice.

In the event of cancellation initiated by us for reasons other than client default, we will refund any payments received for work not yet performed. Where cancellation results from client default, refunds will be calculated after deducting all costs incurred and any losses arising from the early termination.

Defective Workmanship Claims

We stand behind the quality of our work. If you identify a defect in workmanship or materials within the warranty period specified in your contract (a minimum of six years for structural work and two years for non-structural work, consistent with the Domestic Building Contracts Act 1995), please notify us in writing as soon as practicable.

Our Response Process

  • We will acknowledge your claim within five (5) business days of receipt.
  • A site inspection will be arranged at a mutually convenient time to assess the reported defect.
  • If the defect is confirmed as resulting from our workmanship or materials we supplied, we will rectify the issue at no additional cost to you within a reasonable timeframe.
  • If we determine the issue is not attributable to our work — for example, damage caused by third-party trades, owner modifications or normal wear — we will provide a written explanation of our findings.

Dispute Resolution

If you are dissatisfied with our response to a refund request or defect claim, we encourage you to raise the matter with us directly so we can seek a fair resolution. Should informal discussion not resolve the issue, the dispute resolution process outlined in our Terms and Conditions applies, including referral to Domestic Building Dispute Resolution Victoria (DBDRV) or the Victorian Civil and Administrative Tribunal (VCAT) where appropriate.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to a remedy if services are not delivered with due care and skill, are not fit for a specified purpose, or are not completed within a reasonable time. Nothing in this policy limits or overrides those statutory guarantees. If a major failure occurs, you may be entitled to cancel the contract and receive a refund for unconsumed services, or to compensation for the difference in value between what was promised and what was delivered.

Contact Us

For any questions about this Return and Refund Policy, or to submit a cancellation or defect claim, please contact us:

House Sanctuary Builders Pty. Ltd.
Email: [email protected]
Melbourne, Victoria, Australia