Refund policy

1. Returns and refund policy

1.1 Consumer Guarantees

Our Products 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in these Terms and Conditions shall be read or applied so as to exclude, restrict or modify or have the effect of excluding, restricting or modifying any condition, warranty, guarantee, right or remedy implied by law (including the Australian Consumer Law) which cannot by law be excluded, restricted or modified.

1.2 Change of mind returns

1. Subject to the other terms of this clause, if you purchase a Product from us, and you want to return it because you have changed your mind about the purchase, we are pleased to offer you a full refund on such Product provided that:
  1. you contact us within 7 days of when the order is received by you;
  2. you complete your return following the process set out under clause 1.2(b); and
  3. the item is unopened and in original condition and packaging.

A restocking fee of 7% applies to all items returned under this clause.
There may be some items that are non-returnable, please email orders@detailsupplieswarehouse.com.au to find out.

1. To complete your return:
  1. please email us first for approval and we will provide an authorisation number;
  2. once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and deduct any restocking fees;
  3. if you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 days (subject to bank delays).

If you fail to comply with the above then the Product will be returned to you at your expense. This change of mind policy for returns does not limit or apply to any returns made for defective products in accordance with the other terms of this clause.

1.3 Defective Products Returns

Subject to the following terms, you may return Products where they are defective/not of acceptable quality/not fit for their intended purpose in accordance with the Australian Consumer Law. To return Products which breach the requirements of the Australian Consumer Law, you must:
1. present to us your receipt or other adequate proof of purchase;
2. comply with the notification and inspection requirements set out under clause 1.4; and
3. return the Products to us in accordance with clause 1.5, and they must be assessed by us as being defective in accordance with clause 1.6.

1.4 Notification and inspection

You must inspect all Products immediately on receipt of the Products and before use.
You may reject any Products as defective provided that you give us notice of such defect including information of your Products and the fault:
1. in the case of a fault that is apparent on normal visual inspection, within 24 hours of receipt or before use (whichever is first); or
2. in the case of a latent defect (being a defect that is not apparent on an initial visual inspection), within a reasonable time of the latent defect having become apparent and within an acceptable period as required by the Australian Consumer Law unless some other time is described on the Product listing on the Website.
You must do all that is reasonable to prevent the Products from becoming defective or mitigate any further harm or damage. Products must be stored in a manner that does not cause any further harm or damage to the Products. Products (whether defective or not) must be stored and handled in the same manner as if they had no fault.
We may require that you provide us with proof of the fault including by way of photographic or video evidence before you send it to us. In providing this information to us you authorise our use and disclosure to those third parties that may assist us in assessing the fault (such as the supplier or third party service providers).

1.5 How to return Products

Once we have received the information about the fault and consider it likely that there may be a defect in the Products, we will provide you with instructions on how to send the Products back to us. Please note that we reserve the right to assess the Products before providing a replacement or refund in accordance with clause 1.6.
In sending the Products back to us:
1. ensure the Products are packaged and stored in a way that will not cause any further harm or damage to the Products. We are not responsible for any damage caused during return transit due to inadequate protection or storage methods;
2. ensure that the Products are packaged and delivered with registered post (or a similar service). We will not be responsible for any Products lost in the post;
3. certain costs may be incurred by you in returning the Products to us, including postage or freight costs. We are not liable for those return costs (although if we accept that a Product is defective, we may reimburse you the costs of return upon receipt of evidence of the costs incurred); and
4. you must return the Products in the way as instructed by us or we will be unable to process your return and your Products may be forfeited.

1.6 Products being assessed

We reserve the right to assess the condition and age of the Products before providing a replacement or refund. We will not be liable for or required to accept any return for any fault or damage where such fault or damage is caused or partly caused by or arises as a result of:
1. your acts or omissions, including where you fail to take reasonable steps to prevent them from becoming defective or you fail to follow our/ or manufacturer instructions or standard practice for products the same as or similar to the Products;
2. your continued use after discovering fault, or attempting to alter the Products without our consent (or by an unauthorised repairer). If a component of a product becomes defective, you must not attempt to repair it yourself. Doing so may cause damage which is not covered by this warranty;
3. you failing to maintain the Products in accordance with any care & maintenance booklets provided with the Products;
4. wilful damage, negligence or abnormal use or storage or working conditions; or
5. fair wear and tear.
For some Products that we cannot assess ourselves, we may arrange for the Products to be sent to our suppliers for assessment. In these circumstances, depending on the Products, please be aware that it may take several weeks to complete this process.
If there is a minor fault and the Products can be repaired, we will repair it for you or refund the purchase price, at our discretion.
If there is a major fault, you may choose to receive a refund, replacement or repair.
In the event that we do not find a fault in the Products, the replacement or refund will be refused, and the Products will be returned to you at your cost.
In the event that you fail to comply with any of your obligations set out under this clause, including in respect of the return of Products, we reserve the right to refuse to provide you with a replacement or refund of the Products in our discretion (acting reasonably).

1.7 General

The warranty noted under this clause is provided to the original purchaser only and is non-transferrable.
Any refunds provided under this clause will be issued to the same payment method which was used for the purchase and will be processed within 3 weeks of confirmation that the conditions of refund have been met.
You are solely responsible for ensuring the Product is appropriate for your use.
A Product will not be deemed defective simply because the colour of the Products is different to what is shown on the Website. Product colours may vary from what is shown on the Website.