Refund policy

• Return window: 14 days from the day you receive your order.
• Items must be unused, in original packaging, with tags, and include proof of purchase.
• Start a return by emailing admin@filamenthub.com.au.
  
• Sale items and gift cards are not returnable.

1. Email admin@filamenthub.com.au with your order number and reason for return.
2. We’ll confirm eligibility and, if approved, send you a return label and packing instructions.
3. Items sent back without prior approval can’t be accepted.

• Before opening a claim, sign the roll and email clear photos to admin@filamenthub.com.au.
• We test the same roll once it’s returned.
• If no fault is found, a 50% restocking fee applies and you’ll be charged shipping to return the roll to you.
• Only near-full rolls are accepted for testing. Near-empty rolls will be rejected and no refund will be issued.

We can’t accept returns on sale items or gift cards.

The fastest way to get what you need is to return the original item (once approved) and place a new order for the replacement.

After we receive and inspect your return, we’ll email you the outcome. If approved, a refund is issued to your original payment method within 10 business days. Your bank or card provider may take additional time to post the refund. If it’s been more than 15 business days since approval, please contact us at admin@filamenthub.com.au.

Click & Collect Orders – Pickup Timeframe

Click & Collect orders must be collected within 14 days of being marked as “Ready for Pickup.”
We will send at least two reminders during this time.

If an order remains uncollected after 30 days, and we do not receive a response to our attempts to contact you, the order will be deemed abandoned.

Abandoned orders are not eligible for a refund.
We may restock the items and recover any associated costs, including payment processing fees and storage/handling charges where applicable.

If you need additional time to collect your order, please contact us before the 14-day period ends so we can arrange an extension.