The team at Transport Hardware Australia want you to be totally satisfied with our products.
We only source our products from reputable suppliers and, wherever possible, our listings contain dimensioned drawings of our products so that our customers have enough information to make informed purchase decisions.
There may still be times when you wish to return a purchase. We are aware that one approach won’t suit all situations, so this Returns Policy has been designed with sufficient flexibility to resolve any issues in the most time effective method possible.
We will cover the postage cost of the return postage and the replacement product in instances where you need to return a product because:
• It has a manufacturing fault;
• It is substantially different to the description;
• It does not match the dimensioned drawing provided;,
• An incorrect product was shipped to you.
You will cover the postage cost of the return shipping in instances where you wish to return your product because:
• You have changed your mind;
• You have not adequately assessed whether the product would suit your particular application.
In many instances the product will need to be returned to us for assessment so we can determine whether a repair, replacement or refund is appropriate. On rare occasions the product may need to be sent to the manufacturer or their repair agent for assessment. Often we will request that you supply us with images to fast track the whole process.
For products were the manufacturer manages their own warranty process, you may have the option to liaise directly with the manufacturer, or their repair agent. We can provide you with the relevant manufacturer contact details in those instances.
A refund, replacement, or repair may not be offered if you:
• Modify the product or damage it during a trial fit;
• Misuse the product contrary to user instructions or packaging labels;
• Simply change your mind.
• Purchased ‘special order’ or custom made product that we specifically sourced for you.
Products returned for refund must be in the same condition as when it was purchased.
Trade customers purchasing in commercial quantities will be charged a re-stocking fee of 10% for change of mind or incorrect order placement. Trade customers cannot return ‘special order’ or custom made product that we specifically sourced for them.
We’ll request some basic information when you request to return a product, including Name, Telephone Number, Email Address, Invoice Number, and delivery date.
Refunds approved will be credited back using the original payment method eg. PayPal, Credit Card. This may mean we need to collect your card details again, as we do not hold them on file for privacy reasons.
Please note that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian consumer law.
Procedure to return a product:-
Please contact our customer service team first to outline the situation. They will advise the next steps.
Email: [email protected]
Phone: 07 3252 5566 between the hours of 9:00am and 4:30pm AEST Monday to Friday.