Return & Refund Policy

Last updated: 26 July 2025

SMART PLUS FAMILY PTY LTD (ABN 36 644 265 412) trading as Passivhaus HUB
70/35 Hastings St, Scarborough WA 6019, Australia • +61 482 082 001

1. Definitions

Term	Meaning
Goods	Physical items or tangible course materials
Digital Content	Online courses, recordings, tickets, licence keys
Services	Live workshops or events delivered on a specific date
Order	Your purchase request
Major failure	As defined in ACL s.260 (e.g. unsafe, substantially unfit, cannot be fixed within a reasonable time)

2. Your cancellation rights

Product	Your right	Details
Goods	14‑day EU/UK cooling‑off + ACL & NZ CG Act guarantees	Clock starts the day you (or your nominee) receive the Goods.
Digital Content	No cooling‑off once supply starts	By clicking Pay Now you request immediate delivery and waive the 14‑day EU/UK right. Our Satisfaction & Certification Guarantees still apply.
Services	Transfer or refund per event T&Cs	If an event is cancelled by us, choose new date or full refund.

3. Returning Goods

To cancel an order, please email [email protected] or use the contact form with your Order ID. We will confirm your cancellation within 2 business days.

Return within 14 days, unused, in original packaging.
Non-returnable: personalised items; perishable or hygiene‑sealed goods once unsealed; items inseparably mixed after delivery.

Return address
Passivhaus HUB – Returns, 70/35 Hastings St, Scarborough WA 6019, Australia
(PO Box 481, Scarborough WA 6922 also accepted)

You bear return risk & cost except where the Goods have a major failure; in that case we’ll provide a prepaid label. Use a tracked, insured service; risk passes to us only when signed for.

4. Refunds

Scenario	Our action
Change‑of‑mind (Goods)	Refund within 14 days of receiving the Goods or proof of postage.
Minor fault	Repair or replace; if not possible in reasonable time, refund.
Major failure (ACL)	Your choice of replacement or full refund + reimbursement of return shipping.
Digital Content / Services issues	Covered by ACL guarantees + course Guarantees (see link above).
Bundled purchases	Refund/adjustment applied pro‑rata to affected item(s).

Refunds are in AUD via original payment method. We refund the AUD amount received; your card issuer may apply FX spreads/fees. We may deduct for diminished value caused by handling beyond what is necessary to inspect the Goods (EU Art 14‑2).