Refund & Warranty Policy

At Auswide Frameless Pty Ltd Customer Satisfaction Is Our Priority

We offer remedies in accordance with the Australian Consumer Law and on the terms set out in this Policy.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. You may be entitled to a repair, replacement, refund or other remedy depending on whether the issue is minor or major and the circumstances of your purchase.

Any benefits set out in this Policy apply in addition to your rights under the Australian Consumer Law.

Please read this Policy before making a purchase so that you understand your rights and what you can expect from us if there is a problem with your order.

We understand that sometimes things do not work out. If you need to return an item, please review the following conditions.

Change Of Mind Returns

We do not offer refunds for change of mind except as expressly set out in this Policy for eligible stocked items. We do not offer refunds simply because you found the same product or service cheaper elsewhere.

30-day returns on eligible stocked items. To be eligible, items must be returned within 30 days from the date of purchase, unused, undamaged, in their original packaging, and with any accessories or components supplied. All returned items must be in a resalable condition.
Custom orders are final. Custom glass, cut-to-size items, made-to-order items, and specially procured items are non-returnable and non-refundable for change of mind.
Returns that do not meet these criteria may not be accepted.

Restocking Fee

Approved change-of-mind returns of eligible stocked items will incur a 10% restocking fee calculated on the value of the returned item(s).
The restocking fee will be deducted from the refund issued.
This fee does not apply where a product is faulty, not as described, or otherwise required to be remedied under the Australian Consumer Law.

Order Cancellations

The following cancellation terms apply to orders cancelled after payment but before collection or dispatch:

Orders up to $500: $25 cancellation fee
Orders from $500.01 to $2,000: $50 cancellation fee
Orders from $2,000.01 to $5,000: $100 cancellation fee
Orders over $5,000: $150 maximum cancellation fee
Any cancellation fee will be deducted from the refund issued.
If an order is cancelled after dispatch, it will be treated as a return and any applicable restocking fee will apply once the goods are received back and inspected.

For custom glass, cut-to-size items, made-to-order items, or specially procured items, orders are non-cancellable and non-refundable once manufacture, cutting, processing, or supplier ordering has commenced. If cancellation is accepted before that stage, any refund may be reduced by administration costs and any supplier, manufacturing, freight, or other unrecoverable costs already incurred by us.

We recommend carefully inspecting your order upon delivery or collection and contacting us promptly if there are any concerns.

Products Damaged During Delivery

If a product you ordered is damaged during delivery:

Please contact us within 48 hours of delivery and provide photo evidence if goods are damaged during delivery. Prompt notice helps us assess the issue and make a claim with the relevant carrier where applicable.
Any damaged product should be kept in the condition it was in when you received it, together with any packaging and other items supplied with it.
We will assess the issue and, where appropriate, organise a replacement, repair, or refund in accordance with the Australian Consumer Law.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, not of acceptable quality, not fit for purpose, or not as described, please contact us as soon as reasonably possible. We will assess the issue and provide a remedy in accordance with the Australian Consumer Law, which may include repair, replacement, refund, or another appropriate remedy depending on the circumstances.

Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service you purchased where permitted by law, including if:

you misused the product in a way that caused the problem
you knew of the problem before purchasing the product
you requested that a service be performed in a particular way or requested alterations against our advice, and that caused or contributed to the problem
the issue arose due to abnormal use, accidental damage, improper installation, failure to follow care or maintenance instructions, or fair wear and tear, where applicable
any other exception applies under the Australian Consumer Law

Shipping Costs For Returns

If a product fails to meet a consumer guarantee under the Australian Consumer Law, we will bear any reasonable costs of shipping, collection, or returning the product to us, as well as any reasonable costs of supplying a repair, replacement or refund remedy.
If the returned product can easily be posted or returned, you may be responsible for organising its return to us in the first instance. If the product is confirmed to be eligible for a repair, replacement or refund under this Policy or the Australian Consumer Law, we will reimburse your reasonable postage, shipping or transportation costs.
If the returned product is too large, too heavy, or too difficult to return by you, and it appears to be eligible for a remedy under this Policy or the Australian Consumer Law, we may organise collection, transportation or return at our cost.
If we organise and pay for inspection, postage, shipping, transportation or collection of a returned product and it is later found not to be eligible for a repair, replacement or refund under this Policy or the Australian Consumer Law, you may be required to pay the reasonable costs incurred.

Response Time

We aim to acknowledge return, replacement, repair and refund requests within 2 business days. Assessment and resolution time may vary depending on the product, the nature of the issue, and whether further information, inspection or supplier input is required.

How To Return Products

Please contact us first to discuss the return, repair, replacement or refund request using the details at the end of this Policy.
You must provide proof of purchase in order to be eligible for a refund, repair or replacement.
We may request photographs, supporting information, or access to inspect the product before determining the appropriate remedy.
Where a refund is approved, we will generally process it to the original payment method unless otherwise agreed or required by law.
You may be asked to provide identification where reasonably necessary to process the request and protect against fraud.

Warranty

All of our products come with guarantees under the Australian Consumer Law that cannot be excluded.
In addition, selected products may come with a 12-month warranty or another stated warranty period as specifically advertised or supplied with the product.
Our aluminium & PVC fencing products come with a 7-year limited warranty, subject to the applicable product terms, correct installation, proper use, routine care, and reasonable maintenance.
All warranty claims are assessed individually, having regard to matters such as installation method, maintenance, cleaning practices, usage conditions, and the surrounding environment, as these factors can affect product durability and performance.
Any express warranty provided by us operates in addition to your rights under the Australian Consumer Law.

Contact Us

If you wish to speak to us about this Policy or about any return, refund, repair, replacement or warranty claim, you may contact us at: [email protected]