This Shipping and Returns Policy applies to Goods supplied by Bauwerk Colour Australia Pty Ltd through our Australian website and other Australian sales channels.

It should be read together with our Terms and Conditions of Business, product instructions, technical information and Privacy Policy.

Nothing in this Policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

Shipping and Returns Policy — Australia

Effective date: 1 July 2000
Last updated: 22 July 2026

1. About this Policy

In this Policy:

• ACL or Australian Consumer Law means Schedule 2 to the Competition and Consumer Act 2010 (Cth), as applied by Australian states and territories.
• Bauwerk, we, us and our mean Bauwerk Colour Australia Pty Ltd.
• Business Day means a day other than a Saturday, Sunday or public holiday in Western Australia.
• Consumer has the meaning given under the Australian Consumer Law.
• Customer, you and your mean the person or entity ordering, purchasing or receiving Goods from us.
• Goods include paint, limewash, primers, preparation products, brushes, tools, samples, colour cards and other products supplied by us.
• Original Digital File means the original photograph or video file created by the recording device, where reasonably available, rather than a screenshot, messaging-application copy, social-media copy or other compressed or re-saved version.
• Project means the building, room, surface or other application for which the Goods are acquired.
• Trade Customer means a Customer acquiring Goods wholly or mainly for business, trade, professional, construction, resale or commercial purposes.

2. Order processing and dispatch

2.1 Standard processing time

We generally aim to prepare and dispatch orders within 2–4 Business Days after:

• the order has been accepted;
• cleared payment has been received;
• all required order information has been supplied; and
• any necessary production or tinting has been completed.

2.2 Larger or special orders

Orders may require additional processing time where they:

• exceed AUD 1,000 in value;
• contain large paint quantities;
• require several colours;
• require special production;
• are subject to stock availability;
• require confirmation of delivery access or freight arrangements; or
• are placed during periods of unusually high demand.

Where practicable, we will advise the Customer if a material delay becomes known.

2.3 Processing and transit are separate

The processing period is the time required for Bauwerk to prepare the order.

Carrier transit begins after the order has been collected or accepted by the carrier.

2.4 Dispatch estimates

Processing and dispatch periods are estimates unless Bauwerk expressly confirms a guaranteed dispatch date in writing.

3. Delivery times

3.1 Estimated transit

Standard Australian deliveries commonly take approximately 5–7 Business Days after dispatch, but delivery times vary according to:

• destination;
• distance from the dispatch location;
• metropolitan, regional or remote-area classification;
• carrier capacity;
• order size and weight;
• weather;
• road or air-freight conditions;
• public holidays; and
• other circumstances outside our reasonable control.

3.2 No automatic guarantee

A delivery estimate is not a guaranteed delivery date unless we expressly agree to a guaranteed service in writing.

3.3 Project scheduling

Customers should not:

• book painters or contractors;
• commence time-sensitive Project stages;
• promise a completion or handover date; or
• remove existing finishes

solely in reliance on an estimated dispatch or delivery date.

Goods should be received, checked and tested before final application dates are fixed.

3.4 Urgent orders

If an order is urgent, contact us before placing the order or immediately afterwards.

We may be able to arrange priority production or express freight, but availability and timing are not guaranteed unless expressly confirmed in writing.

Additional charges may apply.

4. Shipping charges

4.1 Calculation

Shipping charges may depend on:

• delivery address;
• order weight;
• volume;
• number of packages;
• service level;
• carrier;
• regional or remote-area classification;
• special handling; and
• delivery access.

4.2 Additional freight charges

We may contact the Customer before dispatch if:

• the delivery address attracts an additional carrier surcharge;
• the checkout freight calculation is materially incorrect;
• specialist freight is required;
• the order requires a pallet or multiple consignments; or
• the destination cannot be serviced by the selected delivery method.

We will not impose a material additional charge without informing the Customer and obtaining agreement.

5. Order confirmation and tracking

5.1 Confirmation

After an online order has been placed, the Customer should receive an order confirmation by email.

The confirmation should be checked promptly for:

• Customer name;
• delivery address;
• contact information;
• product names;
• colours;
• container sizes;
• quantities; and
• delivery method.

5.2 Incorrect order details

Please contact us promptly if any order information is incorrect.

We may be unable to change an order after production, tinting, packing or dispatch has commenced.

5.3 Tracking information

Where tracking is available, we will provide a tracking link or consignment information after dispatch.

5.4 Tracking updates

Carrier tracking information is provided by the carrier and may not always update immediately or show every stage of transit.

6. Delivery addresses and access

6.1 Accurate information

The Customer must provide a complete and accurate delivery address, including where relevant:

• company or recipient name;
• unit or lot number;
• street address;
• suburb;
• state;
• postcode;
• telephone number;
• access instructions;
• opening hours; and
• site restrictions.

6.2 Accessible delivery point

The delivery location must be reasonably accessible to the carrier.

The Customer must disclose relevant restrictions, including:

• gated access;
• limited vehicle access;
• construction-site controls;
• loading-zone restrictions;
• stairs or lift restrictions;
• rural access conditions;
• restricted delivery hours; or
• absence of a safe unloading point.

6.3 Changes of address

A delivery address cannot always be changed after dispatch.

Carrier redirection, return, storage or redelivery charges may apply.

7. Authority to leave

7.1 Customer instruction

Where the Customer gives authority to leave the order unattended, the carrier may leave it at the nominated location without obtaining a signature.

7.2 Risk

Authority-to-leave instructions are given at the Customer’s risk to the extent permitted by law.

The Customer should nominate a location that is:

• secure;
• protected from weather;
• protected from excessive heat;
• protected from freezing conditions;
• not visible from the street where possible; and
• suitable for the weight and nature of the Goods.

7.3 Unsuitable location

The carrier may decline to leave Goods where the nominated location appears unsafe, inaccessible or unsuitable.

Redelivery or collection may then be required.

8. Failed delivery, redelivery and uncollected Goods

8.1 Customer-controlled delivery failure

Where delivery cannot be completed because of:

• an incorrect or incomplete address;
• inaccessible premises;
• absence of an authorised recipient;
• refusal of delivery without lawful grounds;
• undisclosed site restrictions;
• failure to collect from a depot; or
• another circumstance reasonably within the Customer’s control,

the Customer may be responsible for reasonable:

• return freight;
• storage;
• redelivery;
• reconsignment; and
• handling costs.

8.2 Contact before re-dispatch

We may require payment of reasonable additional freight costs before arranging redelivery.

8.3 Consumer rights

This section does not apply where the failed delivery results from our breach, the carrier’s breach for which we are legally responsible, or another circumstance giving the Customer a non-excludable remedy.

9. Delayed deliveries

9.1 Carrier delay

If tracking indicates that an order is delayed, please contact us so that we can make reasonable enquiries with the carrier.

9.2 Reasonable assistance

We will take reasonable steps to:

• obtain updated tracking information;
• lodge a carrier enquiry;
• locate the consignment;
• clarify the expected delivery position; and
• determine an appropriate next step.

9.3 Events outside reasonable control

Delivery may be delayed by events outside our reasonable control, including:

• severe weather;
• fire;
• flood;
• natural disaster;
• road closure;
• transport interruption;
• industrial action;
• government restriction;
• carrier network disruption;
• pandemic or public-health event;
• utility interruption;
• information-technology failure; or
• shortage of transport capacity.

We will take reasonable steps to minimise the effect of the event and resume performance as soon as reasonably practicable.

9.4 Statutory rights preserved

Nothing in this section excludes rights arising from a delay for which Bauwerk is legally responsible.

10. Lost deliveries

10.1 Reporting a possible loss

If tracking shows no meaningful movement, indicates delivery to an incorrect location, or the order has not arrived within a reasonable period after the estimated delivery date, contact us with:

• order number;
• delivery address;
• tracking reference;
• name of the intended recipient; and
• any relevant carrier communication.

10.2 Investigation

We may ask the Customer to:

• confirm that the address is correct;
• check safe locations around the property;
• check with employees, neighbours, site managers or building reception;
• confirm whether an authority-to-leave instruction was given;
• provide a non-receipt declaration; or
• assist with a carrier investigation.

10.3 Remedy

Where the order is confirmed lost and Bauwerk is legally responsible, we will provide the remedy required by applicable law.

Depending on the circumstances, this may include replacement, refund or another appropriate solution.

11. Inspection on delivery

11.1 Prompt inspection

The Customer must take reasonable steps to inspect the delivery promptly after receipt and before the Goods are used.

11.2 Matters to check

The Customer should check:

• number of packages;
• number and size of containers;
• product names;
• colour names;
• container seals;
• labels;
• batch or production references;
• leakage;
• impact or puncture damage;
• wet, crushed or disturbed packaging;
• visible contamination;
• signs of freezing or excessive heat where relevant; and
• differences between the delivery and order confirmation.

11.3 Before signing

Where visible damage or shortage is apparent, a Trade Customer should, where practicable:

• note the damage or shortage on the carrier’s delivery record;
• obtain the driver’s acknowledgment or exception reference;
• avoid signing that the order was received in good condition; and
• retain the delivery record.

Failure to make a carrier notation does not automatically extinguish a non-excludable legal right, but it may affect the available evidence concerning when and how the damage occurred.

12. Damaged Goods

12.1 Immediate steps

Where Goods appear damaged in transit, the Customer should:

• stop unpacking unnecessarily once the damage is identified;
• avoid using the damaged Goods;
• keep the damaged Goods separate;
• prevent further leakage or damage where safe to do so;
• retain all packaging and labels; and
• contact Bauwerk promptly.

12.2 Required evidence

Where reasonably practicable, please provide:

• photographs of the unopened consignment;
• photographs of all sides of the external packaging;
• photographs of the shipping label;
• photographs of internal packaging;
• photographs of each affected container;
• photographs of lids, seals, punctures or leakage;
• the tracking reference;
• a description of the damage;
• the number of affected Goods; and
• the quantity of product lost or remaining.

12.3 Original files

Where photographs or videos are relied upon, we may request the Original Digital Files.

Screenshots, messaging-application images and compressed or re-saved files may be accepted as preliminary information but may not provide enough detail for a final assessment.

12.4 Video

Where reasonably practicable, we may ask for a continuous, unedited video showing:

• the external packaging;
• shipping label;
• opening of the package;
• internal packaging;
• damaged Goods;
• product labels;
• affected seals or containers; and
• visible leakage or loss.

We will not require video where it would be unreasonable, unsafe, unnecessary or disproportionate.

12.5 Retention

The Customer should retain:

• damaged Goods;
• containers;
• lids;
• seals;
• labels;
• packaging;
• shipping documents; and
• reasonable remaining product

until the claim has been resolved or Bauwerk confirms that retention is no longer required.

12.6 Safety

The Customer is not required to handle, retain, transport or return Goods where doing so would create a material health, safety, property or environmental risk.

Where retention is unsafe, the Customer should document the Goods and their disposal as fully as reasonably practicable.

13. Incorrect Goods or order discrepancies

13.1 Incorrect supply

If the delivery contains an incorrect product, colour, container size or quantity, contact us promptly and do not use the affected Goods.

13.2 Information to provide

Please provide:

• order number;
• photographs of the received Goods;
• photographs of labels;
• batch or production information;
• quantities received; and
• details of the discrepancy.

13.3 Remedy

Where Bauwerk supplied Goods that do not match the accepted order, we will provide the remedy required by applicable law.

13.4 Accidental use

The Customer should stop using an incorrectly supplied product once the discrepancy becomes or reasonably should become apparent.

Continued use may affect the extent of avoidable loss, but does not remove any non-excludable right.

14. Change-of-mind returns

14.1 No automatic entitlement

We are not required to provide a refund, replacement or exchange merely because a Customer:

• changes their mind;
• chooses the wrong colour;
• chooses the wrong product;
• orders too much or too little;
• no longer requires the Goods;
• finds the Goods elsewhere at a lower price; or
• decides that the colour or finish is unsuitable after purchase where the Goods comply with applicable guarantees.

14.2 Tinted and made-to-order paint

Bauwerk paint is tinted or prepared for the Customer’s selected colour.

Tinted paint and other made-to-order Goods are generally not returnable for change of mind.

14.3 Other non-returnable change-of-mind Goods

Unless we expressly agree otherwise, the following are generally not returnable for change of mind:

• opened Goods;
• used Goods;
• partly used Goods;
• samples;
• colour cards;
• custom-made Goods;
• specially ordered Goods;
• clearance Goods;
• Goods with damaged packaging;
• Goods that have not been stored correctly; and
• Goods that cannot safely or lawfully be resold.

14.4 Discretionary acceptance

We may agree to accept a change-of-mind return for eligible unopened, standard-stock Goods at our discretion.

Any approval must be obtained before the Goods are returned.

14.5 Conditions of an approved return

Where we approve a change-of-mind return, we may require that the Goods:

• are unused and unopened;
• remain in their original saleable condition;
• are returned within the agreed period;
• are accompanied by proof of purchase;
• are securely packaged; and
• are returned using the agreed method.

14.6 Return costs

For an approved change-of-mind return, the Customer is generally responsible for reasonable return freight and any agreed restocking or handling charge.

Any such charge will be disclosed before the return is accepted and will be reasonable and proportionate.

14.7 Consumer guarantees unaffected

This section does not apply to Goods that fail to comply with the ACL or another applicable legal requirement.

15. Colour selection and testing

15.1 Sample testing

Customers should test their colour selection using a sample pot on the actual Project surface wherever reasonably possible.

15.2 Factors affecting appearance

The final appearance of limewash may be affected by:

• substrate;
• porosity;
• preparation;
• primer or Prep Coat;
• application method;
• applicator technique;
• tools;
• number of coats;
• drying conditions;
• natural and artificial lighting; and
• surrounding colours.

15.3 Production material testing

Approval of a sample pot does not remove the need to test the delivered production material before general application.

15.4 Natural variation

Bauwerk Limewash is made using mineral ingredients and natural pigments.

Natural, material and production variation does not of itself establish that Goods are faulty.

This does not exclude responsibility where Goods are materially different from their description or sample in circumstances where applicable law provides a remedy.

16. Suspected mistints and colour discrepancies

16.1 Stop application

If the Customer believes paint is mistinted, incorrectly formulated or materially different from the expected colour, the Customer should:

• stop using the affected container;
• isolate it from other containers;
• avoid mixing it with other batches;
• retain the remaining paint;
• retain the original container and label; and
• contact Bauwerk promptly.

16.2 Project information

We may reasonably ask the Customer to identify:

• all containers used;
• the batch or production references;
• the order in which containers were opened;
• whether containers were intermixed;
• which areas were painted from each container;
• the substrate and preparation;
• the number of coats;
• application dates;
• tools and application method; and
• when the discrepancy first became apparent.

16.3 Brush-outs

We may request:

• a dried brush-out from the disputed container;
• a comparison brush-out from retained matching material, where available;
• photographs of both samples together under the same lighting;
• a neutral colour reference; and
• sufficient drying time before comparison.

A colour claim should not be assessed solely from:

• wet paint;
• a digital screen;
• a screenshot;
• an isolated close-up image; or
• a photograph taken under unidentified lighting.

16.4 Original images and editing disclosure

We may request Original Digital Files and additional images showing the affected area in context.

Where an image has been cropped, filtered, colour corrected, enhanced or materially edited, the Customer must disclose this where the alteration could affect assessment of the claim.

16.5 Return for testing

We may require a reasonable quantity of the disputed paint to be returned for:

• production review;
• brush-out testing;
• pigment comparison;
• density testing;
• retained-sample comparison;
• laboratory analysis; or
• another reasonable examination.

The Customer must not add water, pigment or another substance to material retained for testing.

16.6 Collection costs

We will bear reasonable collection or return costs where required by the ACL or where the claim is accepted.

17. Faulty Goods and Australian Consumer Law remedies

17.1 Consumer guarantees

Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law.

17.2 Major failure

Where Goods have a major failure, a Consumer may be entitled to reject the Goods and choose a refund or replacement, and may also be entitled to compensation for reasonably foreseeable loss or damage.

17.3 Minor failure

Where a failure is minor and can be remedied, Bauwerk may choose the remedy permitted by the ACL.

This may include repair, replacement or another appropriate remedy.

17.4 Proof of purchase

We may request reasonable proof of purchase, such as:

• order confirmation;
• invoice;
• receipt;
• bank or card record;
• trade-account record; or
• other evidence showing that the Goods were purchased from Bauwerk.

17.5 Investigation evidence

We may request information and evidence reasonably required to establish:

• the identity of the Goods;
• the alleged problem;
• its cause;
• its extent;
• how the Goods were stored and used;
• whether the problem is attributable to the Goods; and
• the appropriate remedy.

17.6 No absolute procedural bar

We will not reject a genuine claim solely because a particular photograph, metadata field, container, sample or record is unavailable where:

• the Customer has a reasonable explanation;
• it was not reasonably capable of being retained;
• it is not material to the decision; or
• applicable law requires a remedy on the evidence otherwise available.

Missing or destroyed evidence may nevertheless affect our ability to verify the claim.

18. Return of faulty or disputed Goods

18.1 Contact before returning

Please contact Bauwerk before returning Goods.

Unauthorised returns may be delayed, refused by the carrier or returned to the sender where the required transport arrangements have not been made.

18.2 Return instructions

Where a return is required, we will provide reasonable instructions concerning:

• return address;
• packaging;
• labelling;
• carrier;
• collection;
• quantity required for testing; and
• safety or transport requirements.

18.3 Customer obligations

The Customer must take reasonable steps to:

• retain the Goods in their original container where practicable;
• close and secure the container;
• prevent leakage;
• not dilute or alter the Goods;
• accurately identify returned samples; and
• comply with applicable carrier and safety requirements.

18.4 Large, heavy or unsafe Goods

Where Goods are large, heavy, unsafe or impractical to return, we may arrange:

• collection;
• site inspection;
• photographic or video assessment;
• return of a representative sample; or
• another reasonable method.

18.5 Return costs for faulty Goods

Where Goods fail to comply with an applicable consumer guarantee, Bauwerk will bear reasonable return costs as required by law.

19. Product claims and rectification work

19.1 Opportunity to investigate

Except where urgent action is reasonably necessary to prevent injury, property damage or materially greater loss, the Customer should give Bauwerk a reasonable opportunity to investigate before:

• discarding the Goods;
• repainting the affected area;
• removing the finish;
• commissioning testing;
• engaging rectification contractors; or
• undertaking substantial rectification work.

19.2 Urgent work

Where urgent rectification is reasonably necessary, the Customer should, where practicable:

• take comprehensive original photographs and video;
• retain representative physical samples;
• retain the disputed Goods;
• identify the affected areas;
• record why urgent action was required;
• preserve invoices, timesheets and work records; and
• notify Bauwerk as soon as possible.

19.3 No automatic admission

The following do not by themselves constitute an admission that the Goods were defective or that Bauwerk accepts liability:

• supplying replacement Goods;
• supplying supporting materials;
• arranging expedited freight;
• giving technical assistance;
• inspecting a site;
• requesting testing;
• offering a credit; or
• making a goodwill contribution.

19.4 Third-party costs

Customers must not incur contractor, consultant, testing, transport, access, storage or other third-party costs on Bauwerk’s account without our written approval, unless urgent action is reasonably necessary to prevent injury, property damage or materially greater loss.

19.5 Evidence for labour claims

A claim for labour or rectification costs should include, where reasonably available:

• an itemised description of the work;
• affected and rectified surface areas;
• dated before-and-after photographs;
• dates and hours worked;
• names of workers;
• hourly rates;
• materials used;
• original invoices;
• proof of payment;
• timesheets or job sheets;
• original and rectification scopes of work;
• identification of unaffected or elective work;
• identification of work required in any event; and
• steps taken to minimise loss.

A lump-sum invoice without a reasonable breakdown may be insufficient to establish the amount or reasonableness of the claim.

19.6 Statutory compensation

Nothing in this section excludes compensation that must be provided under the ACL.

20. Refund method

20.1 Original payment method

Where a refund is payable, it will generally be made using the original payment method unless:

• this is not reasonably available;
• the parties agree otherwise; or
• another method is required by law.

20.2 Processing period

We will process an approved refund within a reasonable period.

Bank, card provider and payment-platform processing times are outside our direct control.

20.3 Refund scope

A refund will include amounts required by applicable law.

Whether original or return shipping costs are refundable depends on:

• the reason for return;
• the applicable remedy;
• whether Bauwerk is responsible for the failure; and
• the requirements of the ACL.

21. Exchanges and replacement Goods

21.1 Availability

Replacement Goods are subject to production and stock availability.

21.2 Matching later material

Where replacement paint is supplied for an existing Project, the Customer must test it against the completed finish before general application.

Natural materials, substrate conditions, age, lighting and application differences may affect the appearance of repaired or adjoining areas.

21.3 Replacement assistance

Where appropriate, we may arrange priority production or freight to help minimise Project disruption.

This does not by itself constitute an admission of liability for additional Project costs.

22. International delivery

22.1 Prior enquiry

International orders and deliveries outside Australia require prior confirmation.

Please contact us with:

• destination country;
• delivery postcode;
• products and quantities required;
• intended use; and
• required timeframe.

22.2 Availability and restrictions

International delivery depends on:

• product classification;
• carrier acceptance;
• package size and weight;
• destination restrictions;
• customs requirements;
• import rules;
• local taxes and duties; and
• available freight services.

22.3 No universal freight classification

Product transport classification and carrier acceptance may vary according to:

• product;
• package;
• quantity;
• transport method;
• carrier; and
• destination.

International air freight or other transport must therefore be confirmed for the particular shipment.

22.4 Taxes and import costs

Unless otherwise agreed in writing, the recipient is responsible for destination-country:

• import duties;
• taxes;
• customs charges;
• brokerage;
• permits; and
• local compliance obligations.

23. Fraud prevention and evidence integrity

23.1 Genuine information

Customers must not knowingly submit:

• false claims;
• staged damage;
• substituted Goods or samples;
• photographs of another order or Project without disclosure;
• materially manipulated photographs or videos;
• altered shipping records;
• false invoices; or
• other misleading evidence.

23.2 Verification

Where claim evidence appears inconsistent, incomplete, altered or unreliable, Bauwerk may reasonably:

• request clarification;
• request Original Digital Files;
• request additional photographs or video;
• inspect retained Goods;
• compare labels, weights and production records;
• obtain independent testing;
• contact a carrier;
• compare the claim against order and delivery records; and
• defer a final decision for a reasonable investigation period.

23.3 Credible evidence of dishonesty

Where there is credible evidence of deliberate falsification, substitution, staged damage or another dishonest act, Bauwerk may:

• reject the unsupported part of the claim;
• withdraw a discretionary goodwill offer;
• seek recovery of amounts obtained through misrepresentation;
• suspend or close a trade account where reasonably justified;
• refer the matter to an insurer, payment provider, carrier, legal adviser or relevant authority; and
• exercise any other lawful right.

Bauwerk will not accuse a Customer of fraud without an objectively reasonable basis.

Nothing in this section permits Bauwerk to withhold a remedy that the Customer is legally entitled to receive.

24. Privacy

24.1 Claim information

Photographs, videos and Original Digital Files may contain personal information and technical metadata, including:

• device information;
• date;
• time; and
• location information.

24.2 Permitted use

We may use claim and delivery information as reasonably necessary to:

• process an order;
• arrange delivery;
• investigate a delay, loss or damage claim;
• assess a product claim;
• prevent fraud;
• obtain technical, insurance or legal advice;
• communicate with carriers or laboratories;
• resolve disputes; and
• comply with law.

24.3 Privacy Policy

Information will be handled in accordance with our Privacy Policy and applicable privacy law.

25. Contact us

For shipping, delivery, returns or product concerns, contact:

Bauwerk Colour Australia Pty Ltd

Email: info@bauwerk.com.au
Telephone: +61 8 9433 3860
Postal address: PO Box 599, South Fremantle WA 6162, Australia

Please include your order number and relevant supporting information.

© 2026 Bauwerk Colour Australia Pty Ltd. All rights reserved.