Refund Policy
This Refund Policy applies to all purchases from us, unless stated otherwise and is valid for 30 days from date of purchase
Customer Satisfaction Is Our Priority
At Auswide Frameless Pty Ltd, customer satisfaction is our priority.
We offer refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy.
Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase.
Change Of Mind
We do not offer any refund if you simply change your mind, or find the same product or service cheaper elsewhere.
Products Damaged During Delivery
In the event that a product which you ordered is damaged during delivery:
- Please contact us within 48 hours of delivery.
- Please provide photo evidence of the damaged item/s received
- Any damaged product must be returned in the condition it was in when you received it, together with any packaging and other items which you received with the damaged product.
- We will organise to replace the damaged product or provide a refund, provided that you contact us within the following time from the date you received the product: 48 hours
Exceptions
Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for a product or service you purchased if:
- You misused the said product in a way which caused the problem.
- You knew or were made aware of the problem(s) with the product or service before you purchased it.
- You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
- Any other exceptions apply under the Australian Consumer Law.
Shipping Costs For Returns
- In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.
- If the Returned Product can easily be posted or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
- If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
- In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
Response Time
We aim to process any requests for replacements or refunds within 2 days of having received them.
How To Return Products
- You may contact us to discuss a return using the details at the end of this Policy.
- We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion.
- You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
- You may be required to present a government issued identification document in order to be eligible for a refund, repair or replacement.
Contact Us
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at: [email protected]