Refund policy
At ShopBuild, we provide digital services including ecommerce consulting, Shopify store audits, store optimisation advice, SEO reviews, Google Ads and Meta Ads reviews, email marketing guidance, action plans and implementation support.
As our services are digital, advisory and project-based, we do not offer returns in the traditional sense. This policy explains how cancellations, rescheduling, refunds and service issues are handled.
About ShopBuild
ShopBuild is operated by Ecommerce Advisory Group Pty Ltd, ABN 16 689 668 371.
ShopBuild provides ecommerce consulting, Shopify audits, SEO reviews, Google Ads and Meta Ads reviews, action plans, implementation support and related digital services.
Australian Consumer Law
Nothing in this policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law.
Our services come with consumer guarantees that cannot be excluded under Australian Consumer Law. If a service has a major problem, is not provided with due care and skill, is not fit for the agreed purpose, or otherwise fails to meet a consumer guarantee, you may be entitled to a remedy.
Depending on the circumstances, this may include having the service supplied again, a refund for the affected portion of the service, cancellation of the service, or another appropriate remedy.
Please note that change of mind cancellations, missed sessions, dissatisfaction because a specific business result was not achieved, or a decision not to proceed after advice has been provided are separate from your rights under Australian Consumer Law.
Free ecommerce fit check
ShopBuild may offer a free 15-minute ecommerce fit check.
This free call is designed to briefly understand your current ecommerce situation and recommend the best next step. It is not a full ecommerce audit, technical review, written report, implementation session or detailed strategy session.
If you can no longer attend your free fit check, please cancel or reschedule as early as possible so the time can be made available to someone else.
Paid consultations and audits
Paid consultations and audits may include ecommerce store reviews, Shopify audits, SEO reviews, Google Ads or Meta Ads reviews, Google Merchant Center checks, content reviews, customer journey reviews, launch roadmap sessions or other agreed advisory services.
Once a paid consultation or audit has been booked, ShopBuild may begin preparing for the session or reviewing the information provided. This preparation time forms part of the service.
Rescheduling
If you need to reschedule a paid consultation, please contact us at least 24 hours before the scheduled session.
Where reasonable notice is provided, we will do our best to reschedule the session to a suitable alternative time.
If less than 24 hours’ notice is provided, or if you do not attend the scheduled session, the booking may be treated as completed or forfeited unless otherwise required by Australian Consumer Law.
Change of mind cancellations
If you book and pay for a service but change your mind before any work has started, please contact us as soon as possible at info@shopbuild.au.
If the service has not started, the session has not taken place and no preparation, audit work, review work or digital work has commenced, we may offer a refund, credit or rescheduled session at our discretion.
If meaningful work has already started, preparation has been completed, an audit has commenced, a consultation has been delivered, or written recommendations have been prepared, a change of mind refund may not be available.
Completed services
Once a consultation, audit, review or advisory session has been delivered, it is considered a completed service.
Refunds are not provided simply because you disagree with the advice, decide not to implement the recommendations, change direction, no longer need the service, or do not achieve a particular commercial result.
ShopBuild provides practical ecommerce advice, audits and action plans, but does not guarantee sales, revenue, profit, rankings, advertising performance, platform approvals or business outcomes.
Revisions and reasonable adjustments
If you are unsatisfied with part of a service delivered, please contact us so we can review your concerns.
Where appropriate, ShopBuild may offer reasonable clarification, revisions or adjustments within the agreed scope of the service.
Additional revisions, extra work, new requests or work outside the original scope may incur additional charges.
Implementation work
If you want ShopBuild to action recommendations after a consultation or audit, implementation work will be quoted separately based on the scope required.
Implementation work may include Shopify updates, SEO content, product page improvements, collection structure, ads setup, Google Merchant Center support, Klaviyo or email marketing support, technical coordination or other agreed ecommerce work.
Refunds for implementation work depend on the stage of the project, the work already completed, the agreed scope and any rights you may have under Australian Consumer Law.
Third-party platforms and providers
ShopBuild may provide guidance involving third-party platforms such as Shopify, Google Ads, Meta Ads, Google Merchant Center, Klaviyo, Zoom, apps, plugins, payment providers or other ecommerce tools.
We do not control third-party platforms, their decisions, outages, approvals, suspensions, policies, fees, updates or technical limitations.
Where third-party providers, developers, designers, agencies or technical specialists are recommended or coordinated, their work, pricing, timelines and outcomes remain separate from ShopBuild unless specifically agreed in writing.
No guarantee of results
ShopBuild does not guarantee sales, revenue, profit, rankings, advertising performance, conversion rate improvements, platform approvals, account reinstatements or any specific business outcome.
Ecommerce results depend on many factors, including product demand, pricing, competition, advertising budget, implementation quality, supplier reliability, website quality, customer trust, market conditions and ongoing business activity.
How to request help with a refund, cancellation or reschedule
To request help with a refund, cancellation or reschedule, please email info@shopbuild.au and include:
- Your name
- Your business name, if applicable
- Your order number or booking details
- The service booked
- The reason for your request
- Any relevant supporting information
We will review your request and respond as soon as reasonably possible.
Contact details
ShopBuild is operated by Ecommerce Advisory Group Pty Ltd
ABN: 16 689 668 371
Registered address: 243 Ferguson Road, Seven Hills 4170, QLD, Australia
Mailing address: 40 Montana Street, Glen Iris 3146, VIC, Australia
Phone: 0421 100 420
Email: info@shopbuild.au
Last updated: 20 July 2026