Need help with an order? Email cts@showcaseplastics.com.au with your order number and details of your request. For an urgent order change, also call (03) 8790 3082, Monday–Friday, 9am–3pm Melbourne local time.
Changing or cancelling an order
Please contact us as soon as possible if you need to change a size, colour, quantity, design or delivery arrangement, or cancel your order.
We review every request individually. What we can offer depends on the order, materials already prepared and whether cutting or fabrication has started. A request is not confirmed until we have replied. We will explain what is possible and any proposed price adjustment, cancellation cost or refund before you decide whether to proceed.
Change of mind and measurement mistakes
Custom acrylic is made to the specifications you approve. Please check your measurements, units, colour, thickness and other options before ordering. If the finished item matches those specifications but you have changed your mind or supplied incorrect measurements, contact us to discuss the available options. A return or refund is not automatic.
Damaged, faulty or incorrect items
Contact us as soon as you notice a problem. Include your order number, a description and, where practical, photos of the item and packaging. Keep the packaging if possible while we assess delivery damage; original packaging is not a condition of your consumer rights.
We will assess the problem and explain the appropriate repair, replacement or refund. Contact us before arranging return freight so we can help organise a suitable method. Where a fault is confirmed, reasonable return costs will be reimbursed. For large or difficult-to-return faulty items, we will arrange collection or return transport as required.
Delivery problems
If an order we arranged to deliver arrives damaged, is incorrect or has not arrived, contact us so we can investigate and help resolve it. We will not require you to resolve a product problem with the courier yourself. Delivery arrangements do not remove your rights under Australian Consumer Law.
If you arrange your own courier to collect a pickup order, please wait for our ready-for-collection confirmation and agree the collection arrangements with us first. You arrange that courier’s service directly, but please still contact us if there is a problem so we can help identify what happened. This does not limit our responsibility for the products we supply or your consumer rights.
Your consumer rights
Our goods come with rights under Australian Consumer Law that cannot be excluded. For a major failure, you can choose a refund or replacement. For other failures, you may be entitled to a repair or another remedy. These rights also apply to custom-made products. Nothing in this policy limits any right or remedy available under that law.