1. Your Rights Under Australian Consumer Law
Under the Australian Consumer Law (ACL), consumers have automatic rights known as consumer guarantees. These rights cannot be excluded, restricted, or modified by any contract or terms and conditions.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure.
2. What is a Major Failure?
A major failure occurs when:
- The product would not have been purchased if the consumer had known about the problem
- The product is significantly different from the description, sample, or demonstration model
- The product is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time
- The product is substantially unfit for a specific purpose that was made known to us and cannot easily be made fit within a reasonable time
- The product is unsafe
3. Consumer Guarantee Rights
3.1 Acceptable Quality
Products must be:
- Safe, durable, and free from defects
- Acceptable in appearance and finish
- Fit for all purposes for which products of that kind are commonly supplied
3.2 Fit for Purpose
If you tell us you want a product for a specific purpose, the product must be reasonably fit for that purpose.
3.3 Match Description
Products must match any description provided by us, whether in advertising, packaging, or in-store.
3.4 Match Sample or Demonstration Model
Products must match any sample or demonstration model you were shown.
4. Remedies for Faulty Products
4.1 Major Failure
If there is a major failure, you can choose to:
- Reject the product and receive a full refund, OR
- Reject the product and receive a replacement of the same type and similar value
4.2 Minor Failure
If the failure is not major, we can choose to:
- Repair the product within a reasonable time, OR
- Replace the product, OR
- Refund the price of the product
5. How to Request a Refund or Return
5.1 Contact Us
To request a refund or return, please contact us:
Please provide:
- Your order number
- Description of the problem
- Photos of the defect (if applicable)
5.2 Assessment
We will assess your request and respond within 5 business days. We may request that you return the product for inspection.
5.3 Return Shipping
- Faulty Products: We will cover the cost of return shipping for faulty products
- Change of Mind: You are responsible for return shipping costs for change of mind returns
6. Change of Mind Returns
While not required under the ACL, we offer a 30-day change of mind return policy for most products, subject to the following conditions:
- Products must be returned in their original condition and packaging
- Products must be unused and undamaged
- Proof of purchase is required
- A restocking fee of 15% may apply
- Some products are excluded from change of mind returns (see Section 7)
7. Products Excluded from Change of Mind Returns
The following products cannot be returned for change of mind:
- Custom or made-to-order products
- Products that have been installed
- Products that have been used or damaged by the customer
- Products with broken seals or missing parts
- Software or digital products that have been activated
8. Installation Services
8.1 Service Guarantee
Installation services must be provided with due care and skill and be fit for any specified purpose.
8.2 Remedy for Service Failures
If our installation service fails to meet consumer guarantees, you are entitled to:
- Have the service performed again at no extra cost, OR
- Receive a refund for the service
8.3 Installation Warranty
We provide a 12-month warranty on all installation work. If any issues arise due to our workmanship, we will rectify them at no cost.
9. Refund Processing
9.1 Refund Method
Refunds will be processed using the same payment method used for the original purchase.
9.2 Processing Time
Refunds are typically processed within 5-10 business days after we receive and inspect the returned product.
9.3 Partial Refunds
In some cases, partial refunds may be granted (e.g., for products with minor damage or missing parts).
10. Exchanges
We are happy to exchange products for a different size, colour, or model, subject to availability. The same conditions as change of mind returns apply.
11. Proof of Purchase
To process a refund or return, you must provide proof of purchase. This can be:
- Original receipt or invoice
- Order confirmation email
- Bank or credit card statement showing the transaction
12. Contact Us
If you have any questions about our Refund & Returns Policy, please contact us:
- Email: [email protected]
- Phone: +61 468 182 527
- Address: Unit 5, 22 Oswald St, Campsie NSW 2194, Australia
13. Disputes
If you are not satisfied with our response to your refund or return request, you can:
- Contact NSW Fair Trading: www.fairtrading.nsw.gov.au
- Contact the Australian Competition and Consumer Commission (ACCC): www.accc.gov.au