Repair, Returns & Refund Policy

Updated 2026/9/9

At ExpandiHome, we are committed to providing quality expandable and portable buildings and supporting our customers throughout the purchase and after-sales process.

This policy explains our approach to repairs, returns, order cancellations and refunds.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies available to customers under the Australian Consumer Law (ACL) or other applicable laws.

1. Repairs and Product Issues

If your ExpandiHome product has a defect, damage or issue, please contact us as soon as reasonably practicable after identifying the problem.

Depending on the nature of the issue, ExpandiHome may provide:

• Remote troubleshooting or technical assistance;
• Replacement parts or materials;
• Repair instructions;
• On-site assessment or repair, where appropriate;
• Replacement of a defective component; or
• Another appropriate remedy in accordance with the applicable warranty and Australian Consumer Law.

Before arranging any repair work, customers should contact ExpandiHome and provide details of the issue together with photographs or videos where appropriate.

ExpandiHome reserves the right to assess or inspect the reported issue before determining the appropriate remedy.

2. Repair and Replacement Costs

Where a repair or replacement is required due to a defect covered by our warranty or Australian Consumer Law, ExpandiHome will provide the applicable remedy in accordance with the relevant legal requirements and warranty terms.

Where ExpandiHome provides replacement parts under an accepted warranty claim, ExpandiHome will be responsible for the reasonable delivery cost of those replacement parts.

Unless otherwise agreed in writing, the customer is responsible for the cost of installing or fitting replacement parts.

Any repair work carried out by the customer or an independent tradesperson without prior written approval from ExpandiHome will generally be at the customer's expense and may affect the applicable warranty claim.

3. Returns for Change of Mind

Due to the size, nature, weight, transportation requirements and potential customization of our buildings, change-of-mind returns are not generally available once production has commenced.

For products that have not yet entered production, customers may contact ExpandiHome to request cancellation.

Any cancellation or refund will be assessed based on the order status, whether production has commenced, customization involved, and any costs already reasonably incurred by ExpandiHome.

This section does not affect any rights or remedies that customers may have under the Australian Consumer Law.

4. Order Cancellation

Standard Products

For standard products, including our Studio and Standard 2 Bedroom Expandable Container Home, customers may request cancellation before production commences.

Where a cancellation is accepted, ExpandiHome reserves the right to retain a $1,000 administration fee to cover administrative, processing and order-related costs, subject to applicable law.

Any remaining amount eligible for refund will be assessed based on the circumstances of the order and applicable law.

Custom Products and Custom Designs

For custom-designed, modified or specially configured products, a deposit may be required before production or customization commences.

Where production or customization has commenced, the deposit may be non-refundable and the customer may also be responsible for reasonable costs already incurred in connection with the order, subject to applicable law.

These costs may include, where applicable:

• Manufacturing costs;
• Customization costs;
• Materials already purchased;
• Shipping and freight costs;
• Handling and storage costs; and
• Other reasonable costs directly related to the order.

5. Cancellation After Production Has Commenced

Once manufacturing or customization has commenced, cancellation may not be possible or may result in deductions for costs already reasonably incurred by ExpandiHome.

If a customer requests cancellation after production has commenced, ExpandiHome will assess the order individually and advise the customer of the applicable cancellation and refund position.

Where applicable, any refund will be calculated after deducting amounts that ExpandiHome is legally entitled to retain.

6. Faulty, Damaged or Incorrect Products

If your product arrives damaged, contains a manufacturing defect, or is materially different from what was ordered, please contact ExpandiHome promptly.

Please provide:

• Order number or House ID;
• Description of the issue;
• Photographs or videos of the affected area; and
• Your contact details.

We will assess the issue and determine the appropriate remedy.

Depending on the circumstances and applicable law, the remedy may include:

• Repair;
• Replacement of defective parts;
• Replacement of the product;
• Refund; or
• Another remedy available under the Australian Consumer Law.

Customers should not arrange major repairs or modifications before contacting ExpandiHome, as this may make it more difficult to assess the original issue.

7. Refunds

Where a refund is approved, the refund will generally be made to the original payment method, unless otherwise agreed or required by law.

The amount of any refund will depend on:

• The reason for the refund;
• Whether production has commenced;
• Whether the product has been customized;
• Costs already reasonably incurred;
• Whether the product has been delivered; and
• Any applicable rights and remedies under Australian Consumer Law.

Where a refund is required by law, ExpandiHome will process the refund in accordance with the applicable legal requirements.

8. Refund Processing Time

Once a refund has been approved, ExpandiHome will process the refund within a reasonable period.

The time required for the funds to appear in the customer's account may depend on the payment provider, bank or financial institution used for the original payment.

9. Storage and Delayed Collection

If a customer is unable to accept delivery or arrange collection after a product has become available, storage fees may apply.

Customers are provided with a two-week free storage period where applicable.

After the free storage period expires, the applicable storage fees are:

• Studio / 20ft units: $50 per unit per week
• 30ft / 40ft units: $100 per unit per week
• All other products: $50 per unit per week

For full details, please refer to our Shipping Policy.

10. Warranty

ExpandiHome products are covered by our applicable three-year warranty for building structure, fixtures and fittings, subject to the terms, conditions and exclusions of our Warranty Policy.

For warranty claims, customers should follow the warranty service process and submit the required information through our warranty service page.

11. Australian Consumer Law

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

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot legally be excluded, restricted or modified.

Where a product does not meet the consumer guarantees provided under Australian Consumer Law, customers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances and the nature of the problem.

12. Contact Us

If you have any questions regarding repairs, returns, cancellations or refunds, please contact the ExpandiHome customer service team.

For warranty-related issues, please use our designated Warranty Service Form so that your request can be properly recorded and tracked.

Warranty Service Page:
https://expandihome.com.au/pages/submit-a-warranty-claim