Refund policy
Refund Policy
Warranties
Statutory Conditions and Warranties
Strathalbyn H Hardware provides a voluntary warranty and applies the Conditions and Warranties required by law.
For all products sold, Strathalbyn H Hardware provides conditions and warranties contained in the Commonwealth Competition and Consumer Act 2010. Where the 30 Day Change-of-Mind Period has elapsed, the conditions provide that unless the product has defects which Strathalbyn H Hardware specifically bring to your attention before the sale, the product is of merchantable quality—that is,
- the product is free from manufacturing defects and faults and reaches a basic level of quality given the price of the product and any description that is provided with the product;
- the product is fit for the purpose or job for which it is normally supplied or to which Strathalbyn H Hardware agreed before the sale.
- the product matches any description provided on our website or on labelling or packaging (See “Changes to Product”); and
- you receive clear title to the product
The warranties provide that the product is clear of finance or encumbrances; and you will have free title to the product.
If the product does not fulfil any of these conditions or warranties then, provided the claim is made within a reasonable period after the sale, you may be entitled, at your discretion, to a refund, replacement of the product or to have it repaired. A reasonable period depends on the circumstances of each sale including but not limited to the nature, quality, and price of the product.
Any refund agreed to may be less than the purchase price depending on any use or consumption of the product which has occurred or any contribution that use by you has made to the cause of the claim.
Customer Service will consider each claim on its merits on a case-by-case basis and, if required, will negotiate a solution that is acceptable to Strathalbyn H Hardware and you including any costs involved.
For more information about your rights as a consumer, see the ACCC website at www.accc.gov.au or download a free copy of the Warranties and Refunds Guide at www.accc.gov.au/content/index.phtml/itemId/322947.
Exceptions
Strathalbyn H Hardware does not provide a refund, credit or exchange if you have:
- Damaged the product by using it in a way it was not meant to be used.
- Had a defect drawn to your attention before you purchased the product, for example, when products are clearly labelled as seconds or faulty.
- The 30 Day Change-of-Mind period has elapsed and the product matches the description provided on our website and is free from manufacturing defects or faults.
Voluntary Warranty Policy
All products sold by Strathalbyn H Hardware have a "dead on arrival" (DOA) warranty. This means that if the product is damaged during delivery and a claim is made within 7 days from the date of receiving the goods, Strathalbyn H Hardware will replace or repair the product at our discretion and our cost.
If Strathalbyn H Hardware has no further stock of the item and it cannot be repaired, Strathalbyn H Hardware will replace it with a similar product or offer you a full refund.
If the damage is discovered outside the 7-day period, contact Customer Service who will determine whether circumstances are such that you can still proceed with a claim. You can take advantage of this offer for up to twelve months after sale. This warranty does not apply to damage to packaging only and does not detract from your statutory rights.
Manufacturers Voluntary Warranty
Many of the products supplied by Strathalbyn H Hardware are covered by a Manufacturer's voluntary warranty. The terms and conditions of such warranties are beyond our control and it is your choice whether to use such warranties. Where possible the time of such warranty will be shown on our website. For some products, it may be more efficient for you to contact the manufacturer rather than Strathalbyn H Hardware. A manufacturer's warranty does not detract from your statutory rights.
Making a Claim
To make a claim you must:
- Provide us with a copy of your tax invoice or similar proof that the item was purchased from us.
- Describe accurately the problem you have encountered and provide evidence (e.g., a photograph) to support your claim.
- State whether you are requesting a replacement, repair, refund, or credit.
Return of Product for Warranty Claim
Where the 30 Day Change-of-Mind period has elapsed and where Customer Service has determined that, on the facts you have provided, a claim may be granted. We will not accept the return of a product without approval from our Customer Service Team. The product must be returned to us within 30 calendar days from the approval date. Where possible, the product must be packed in the original, unmarked packaging including any accessories, manuals, documentation, and registration that was delivered with the product.
We reserve the right to test any returned product, and to ask you to demonstrate that the problem with the product was not your fault. After the product has been returned a final decision on granting the claim will be made by Customer Services. Where it is agreed that the claim is valid a replacement or repaired product will be returned to you at our expense. Where upon receipt of the returned product we determine that the product did comply with the warranties and conditions and the condition of the product was misrepresented to us by you, the expense for the return of the product to us and the expense of returning the product to you will be deducted from your account as well as a $30.00 handling and administration fee.
Refunds or Credit Under Warranty
Where a warranty claim is granted any refund will include all delivery and related costs for the product. Where a non-warranty claim is granted any refund will be for the cost of the goods only and will exclude all related costs. No refund or replacement will be given until we have received the product from you. Refunds will be issued by cheque or EFT.
Replacement
Where a replacement is agreed to after a warranty claim is granted, the replacement will be delivered to you at our expense after we have received your returned product. Where a non-warranty claim is granted, the replacement will be delivered to you at your expense.
Resolving Your Concerns
If you have any concerns with, or do not understand, our Terms and Conditions, we encourage you to contact us and we will make every endeavour to resolve your concerns.
Our contact details are below and we will respond to your query as soon as possible.
Email: strath.h.hardware@live.com.au
Phone: 08 85 364 333
Return Address:
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at Info@strathalbynhhardware.com.au. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Info@strathalbynhhardware.com.au.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Info@strathalbynhhardware.com.au.
Strathalbyn H Hardware
37 East Terrace,
Strathalbyn, SA, 5255