Refunds, Returns & Warranty Policy
1. Our Commitment Under 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy excludes, restricts or modifies these rights.
2. Change of Mind Returns
We understand that sometimes a product may not be what you expected. Change of mind returns may be accepted within 7 days of the original purchase date, provided:
- The product is untinted, unused, and in its original, unopened packaging
- The return has been approved by Pietra Creations before the product is sent back to our warehouse
- A restocking fee may apply
Custom-made, special-order and tinted products are not eligible for change of mind returns (see Section 3).
3. Tinted and Custom-Made Products
All tinted Venetian plaster and microcement products, along with custom-made and special-order items, are non-refundable and non-returnable for change of mind, given these products are mixed or produced specifically for your order.
This does not affect your rights under Australian Consumer Law where a product is genuinely faulty or defective (see Section 4).
For information about colour matching, natural variation in decorative finishes, and why we strongly recommend approving a sample before ordering, see our Colour Matching & Tinting Policy.
4. Faulty or Defective Products
If you believe a product is faulty or defective, please contact us before using it. We will inspect the product and, where a genuine manufacturing defect is confirmed, we will repair, replace, or otherwise remedy the product in accordance with the Australian Consumer Law.
Products that have already been applied cannot be considered defective, or eligible for replacement, unless the issue is confirmed to be the result of a genuine manufacturing defect. Variations in colour, texture or finish resulting from application method, substrate condition, lighting, or the natural characteristics of the material are not considered manufacturing defects.
5. Warranty
Pietra Creations will manage warranty claims with our suppliers, including Loggia and Polytec, on your behalf. You do not need to contact these suppliers directly.
Mirka products include a two-year manufacturer warranty.
Warranties on our decorative finish systems apply only where the products have been applied by an applicator who has successfully completed the relevant Pietra Creations training course and has followed our recommended application system, technical specifications and installation procedures. Certified applicators must also complete a qualifying project within six months of training to maintain warranty eligibility, full detail is set out in our Training Course Terms & Conditions.
Nothing in this section excludes, restricts or modifies your rights under Australian Consumer Law.
6. How to Request a Return, Refund or Warranty Claim
To request a change of mind return, report a fault, or make a warranty claim, please contact us at info@pietramarblecreations.com.au with your order number and a description of the issue (including photos, where relevant). We will assess your request and advise next steps before any product is returned to us.
7. Refund Method and Timing
Approved refunds will be processed via bank transfer, or via the Square app where the original payment was made through Square, within 5–10 business days of approval.
8. Return Shipping Costs
For a change of mind return (including where an incorrect item or size was selected in error), the customer is responsible for return freight.
Where a product is faulty, damaged on arrival, or an incorrect product has been shipped, Pietra Creations will organise and cover return freight.
Last updated: 24 July 2026