Returns & Refunds

Mansahaus awnings are made to your measurements. That changes what a fair returns policy looks like, so this page sets out exactly what you get, in plain English, and what the law gives you regardless of what we write here.

Your rights under Australian Consumer Law

Nothing on this page limits the consumer guarantees in the Competition and Consumer Act 2010 (Cth). Those guarantees apply automatically and cannot be excluded.

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.

A major failure means the awning is substantially unfit for shading a patio, is unsafe, differs significantly from what we described, or has a defect a reasonable buyer would not have accepted had they known about it. In that case you choose between a refund and a replacement — not us. For a minor failure, we may choose to repair it, and we will do so at our cost.

Change of mind before manufacture

Cancel any time before you approve your drawing and we refund 100% to your original payment method, usually within two business days. Nothing has been cut yet, so there is nothing to charge you for.

Change of mind after manufacture has started

Once the frame is cut and the fabric welded to your width, the unit cannot be resold — a 4.4 m awning is not a size anyone else happens to want. We are not legally required to refund a change of mind on a custom-made item, and most of the industry simply refuses.

We do it differently. You have 100 days from delivery to change your mind. Send the awning back and we refund the purchase price less the return freight and a 15% restocking contribution that covers the fabric and powder-coat we cannot recover. To qualify:

• The awning must be in re-saleable condition — no drilled brackets left in it, no cut cabling, no fabric cuts.
• It must come back in the original crate, or an equivalent rigid crate you supply.
• Contact us first at hello@mansahaus.com so we can book the freight; unannounced returns cannot be accepted at the depot.

If the awning has already been installed and fixed to a wall, change-of-mind return is no longer possible — but every faulty-goods right below still applies in full.

If something is wrong with it

Faulty, damaged in transit, wrong size against the drawing you approved, or not performing as described — that is on us, not you. You pay nothing: no return freight, no restocking, no assessment fee. Email us photos and your order number and we will either repair, replace or refund, according to what the law entitles you to and what you prefer where the law gives you the choice.

Situation	What you pay	What you get
Cancelled before drawing approval	Nothing	Full refund
Change of mind, uninstalled, within 100 days	Return freight + 15%	Refund of the balance
Arrived damaged	Nothing	Replacement or full refund
Major failure in use	Nothing	Your choice of refund or replacement
Minor fault in use	Nothing	Repair, or replacement if repair fails

How long refunds take

Once we have the awning back at the depot, or once we have approved a fault claim from photos, refunds are issued within 3 business days. Card refunds usually clear in a further 3–5 business days depending on your bank; that part is out of our hands.

Starting a return

Email hello@mansahaus.com with your order number, or message us from any page on this site. There is no form to fill in and no ticket number to quote back at us — a person reads it.