1. Our Commitment
At Hardware Direct we have a large selection of brands you know and trust. We want you to be completely satisfied with your purchase and, if not, our Returns Policy will address any concern you have with your purchase, particularly if it is defective or faulty.
The benefits given to you by our Returns Policy either reflect our obligations to you under the Australian Consumer Law or are otherwise in addition to the rights and remedies you may have under the Australian Consumer Law.
2. Returning a Product
For all returns please email us at firstname.lastname@example.org ensuring you provide information about the product and your preferred contact details.
With Proof of Purchase
The tax invoice, docket or receipt you received with the Product at point of sale is the best proof of your purchase (although it is not necessarily the only one).
Where you have proof of purchase, we will provide you with a refund in the form of the previous payment method of payment.
Without Proof of Purchase
If we cannot be satisfied that you purchased the Product from us then, under the law, we are entitled to elect whether or not to accept your product for return and refund the purchase price.
However, should we elect to accept your Product return without proof of purchase, we will give you a refund of the purchase price in the form of store credit (which must be used for purchases within 6 months of issue).
How long do I have?
Your rights to a remedy under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Hardware Direct adopts the same approach. As you can appreciate, this type of remedy we can offer may also vary on how long it takes you to return the product to us. At Hardware Direct we will always take a fair and reasonable approach.
3. Have You Simply Changed Your Mind?
We will give you a refund where you have changed your mind providing you return the Product to us unopened in its original packaging with your Proof of Purchase.
Change of mind exceptions
We will not give you a refund or exchange where you have changed your mind for:
- Custom made products (for example fabricated windows or plantation shutters)
- Any product/s specifically cut to size at your request (For example timber or aluminium)
- Tinted Paint
4. Your Statutory Rights
In addition to our change of mind policy, you also have rights under the Australian Consumer Law. In relation to such rights, we must tell you that:
“Our Goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Goods repaired or replaced if the Goods fail to be of Acceptable Quality and the failure does not amount to a major failure”.
In addition, we note that:
Where a failure does not amount to a major failure, Hardware Direct is entitled to choose between providing you with a repair, replacement or refund.
If you suffer losses as a result of our failure to comply with a guarantee, you may be able to recover those losses from us.
To obtain compensation, you would need to provide documentary evidence of the loss or damage suffered, and documentary evidence that such loss or damage was a reasonably foreseeable consequence of our failure to comply with a consumer guarantee under Australian Consumer Law. Such evidence may include photographs, statutory declarations, receipts or reports (e.g. from your doctor), depending on the loss or damage.
We are not obliged under the Australian Consumer Law to give you a refund, replacement or arrange for a Manufacturer's repair in all circumstances - the Australian Consumer Law provides for some exceptions.
For example, your use of goods can affect their durability and the guarantee of acceptable quality will not apply if you:
- use the goods abnormally;
- cause the quality of the goods to become unacceptable;
- fail to take reasonable steps to avoid the quality becoming unacceptable.
Abnormal Use is not specifically defined in the Australian Consumer Law, however an example of abnormal use might include using a small electric lawnmower to mow four hectares every fortnight. Another example would be using the product contrary to a manufacturer's instructions.
5. Product Repairs and Service
Where you wish to have your Product repaired or serviced in circumstances where the Product has not suffered a failure that would amount to a breach of one of the consumer guarantees under the Australian Consumer Law, we can refer you to the Manufacturer for repairs and service of the Product, often at your own cost. For example, you may require a repair due to:
- the Product suffering from normal wear and tear;
- the Product having a problem that occurs after the expiry of the Product's expected life (having regard to quality, price and other similar factors); or
- the Product having a problem that arises because of excessive use or failure to take reasonable care to maintain the Product in good working order and condition; or
- the Product requires a repair due to Abnormal Use (see paragraph 3 above).
While we are not obliged to offer you a repair free of charge in such circumstances, you should be aware that you can choose to have such repairs or product servicing performed at your own cost.
To assist you in doing so, the Australian Consumer Law provides that the Manufacturer of a Product should have, for a reasonable period of time and having regard to the expected life of the product, facilities to repair the Product and/or have adequate spare parts.
6. Product Assessment
Once we have established proof of purchase we will need to assess the product to determine the nature of the issue and how we can help you, be it a refund, repair or exchange.
Any cost incurred by you in bringing the item back to us will be borne by you.
If your product cannot be returned, removed or transported without significant cost to you because of the nature of the failure or the size, height or method of attachment of the product, please contact us and we will arrange for the product to be assessed.
If the product has suffered a major failure (as defined in the Australian Consumer Law) and you wish to reject the product and obtain a refund or replacement, we will collect the product at our expense.
We may need to send your Product to the Manufacturer for an assessment of any repair work required to be done and/or the nature of the Product's problem.
If the Product is assessed as failing to meet one of the consumer guarantees under the Australian Consumer Law (e.g. it is defective or faulty), repair work will not be at your cost.
Depending on whether the defect or fault is assessed as either major or minor in nature then you may either get the Product repaired or be entitled to a refund or replacement.
As you will appreciate, it can take some time, often 6 weeks or more, to assess a product fault, undertake repair work and return the product to you.
If the Manufacturer concludes that the Product has not failed to meet one of the consumer guarantees under the Australian Consumer Law, we will contact you to ask whether you would still like the repair or product servicing work to be carried out by the Manufacturer or their servicing facilities. Such repair or product servicing work would be at your own cost.
In some circumstances, particularly if some time has passed since the date of your purchase and if the product fault is unlikely to be a defect, we will recommend to you that you speak to the Manufacturer direct for repair or servicing work - this will make it easier to make arrangements with you for repair or return of the product to you if the Product is assessed not to have failed to meet one of the consumer guarantees under the Australian Consumer Law.
You may have entered into a delivery contract with Hardware Direct for services relating to the product you have purchased.
If you are entitled to a return and receive a refund of the purchase price of a product to which that contract relates under this Returns Policy, you will receive a refund of any amounts you have paid under the services contract and that contract will terminate.
If you are entitled to a refund of an amount you have paid for services under the delivery, you may return the product to which the contract relates and we will provide a refund of the purchase price of the product to which the services contract relates.
Where you return an item to us and that item requires a repair, you should be aware that the repair of that item may result in loss of any user-generated data stored on the item.
You should also be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
7. Access to Your Personal Information
Our respect for your right to privacy of your personal information is paramount. We have policies and procedures in place to ensure that all personal information no matter how or where it was obtained is handled sensitively, securely, and in accordance with the National Privacy Principles.
We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes.
8. Contact Us
For further information on anything contained within our website please contact us directly via the details below.