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Returns & Exchange Policy

This page is designed to help you to understand your rights and learn more about the change of mind return policy that applies to items purchased from Passio Interiors.

Change of Mind Returns Policy

If you have changed your mind, we will offer a refund on most items within 14 days of receiving your order.

This Change of Mind Returns Policy is in addition to, and does not affect, your rights under the Australian Consumer Law including any rights you may have in respect of faulty items.

Change of Mind Returns Eligibility

To be eligible for a refund, your item(s) must be:

  • Uninstalled, unused, unmarked, in their original condition and;
  • Unopened and in their original packaging, including all mounting hardware, screws, accessories, protective wrapping, sealed bag and;
  • Unmodified and;
  • Not included in the "Non-Returnable Items" list.

Please note that returns will be rejected and refunds will not be given for any returned items that do not meet the above criteria.

Receiving a Refund for Your Returned Item(s)

For all change of mind returns made:

  • Within 14 days of receiving the order: a full refund will be issued to your method of purchase, minus a 30% administration fee for manual inspecting, polishing and re-packaging costs.
  • More than 14 days but less than 30 days after receiving the order: a store credit to the value of the purchase will be issued to you, minus a 30% administration fee for manual inspecting, polishing and re-packaging costs.
  • 30 or more days after receiving the order: returns will not be accepted.

If you return any items 30 or more days after you received your order, you are responsible for arranging shipment and any related postage fees for us to post your returns back, as we are unable to offer a return option or accept any returns after 30 days have passed.

Non-Returnable Items

All products are returnable, unless stated otherwise on their respective product page. Non-returnable products include, but are not limited to: 

  • Sample Discs
  • Door Levers 
  • Door Knobs
  • Door Pulls
  • Door Accessories (including hinges, stops, catches and snibs)
  • Bathroom Accessories
  • Solid Brass Lettering 
  • Solid Brass Numbers & Signs
  • Custom Orders

Request For Refund / Return

To initiate a return, please email us at info@passiointeriors.com.au with:

1. Your order number (i.e. PAS-1234)
2. The items and quantities to be returned (i.e. 2x BELZ-HNDL-BLCK-C096-R, 1x CASS-HNDL-SABR-TKNB)
3. The reason for return

Change of Mind Returns Policy (for Trade Account Holders)

This policy is not valid for trade account holders. The Trade Terms & Conditions can be found in the trade booklet sent with the approval of your account, and are also listed on all trade quotes / pro-forma invoices issued by us.

If you need help with your account or a trade quote/pro-forma invoice, please email trade@passiointeriors.com.au for further assistance.


We do not offer exchanges. If you wish to change your style, finish or size, we recommend you place a new order, and return your original order in accordance with our Returns & Exchange Policy.

Cancellations and Order Rejections

If you'd like to cancel your order and receive a refund:

1.5% cancellation fee will be charged if the order has not been dispatched yet.
2. Shipped orders cannot be cancelled. 
3. Orders are not refundable if the package is rejected by the receiver for any reason.

Returns Process

Return postage costs are at the customer's expense, and remain your responsibility, so please take extra care when packing your items for transportation back to us.

As return postage remains your responsibility, please hold on to your proof of postage until we have received your item and processed your refund.

All returns undergo strict quality/quantity checks. Once we receive your return, please allow up to 5 business days for your return to be processed.

Upon successful inspection, your refund will be processed, and you will receive a notification email. Please allow up to 10 business days for the funds to appear in your account.

Faulty / Damaged / Missing Items

If an item(s) in your order is faulty, damaged in transit, or we have shipped the incorrect product, please email us at info@passiointeriors.com.au immediately with your order number, images, and further details about the issue within 24 hours of receiving the item, and we will investigate this for you.


Our Returns & Exchange Policy does not exclude or replace your rights given under the Australian Consumer Law and regulations.

Passio Interiors, at its absolute discretion, reserves the right to not offer an exchange or refund if you change your mind.

We are committed to providing the best customer satisfaction and customer care. Please contact us should you have any queries regarding your rights under the Australian Consumer Law.

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