Return and Refund Policy
This Return and Refund Policy outlines the process for returns, refunds and exchanges, including your rights under Australian Consumer Law and any exclusions that may apply.
This Return and Refund Policy applies to purchases from Joinery Supplies Tasmania made in-store, by phone, by email, through quote acceptance, or through this website, unless separate written terms apply to the relevant order, project, or trade account.
1. Your rights under Australian Consumer Law
Nothing in this Policy excludes, restricts, or modifies any rights or remedies you may have under the Australian Consumer Law.
If a product or service supplied by us fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund, re-supply, or other remedy depending on the nature of the issue and the law.
2. Change of mind
We do not generally offer refunds for change of mind.
However, at our discretion, we may consider a return request for certain standard stocked items where:
the item is unused, uninstalled, unopened where applicable, and in original packaging;
the item is in resalable condition;
you provide proof of purchase; and
the item is not a special-order, custom, clearance, or non-returnable item.
Any approved change-of-mind return may be subject to freight, handling, inspection, or restocking charges.
We may refuse a change-of-mind return at our discretion.
3. Non-returnable items
Unless required by law, we do not accept returns for:
custom-made, made-to-order, cut-to-size, machined, fabricated, or specially sourced goods;
products ordered to your specific measurements, finish, colour, brand, or specification;
clearance, discontinued, or sale items sold on an “as is” basis;
samples, swatches, or display-clearance items;
goods that have been installed, cut, fabricated, used, altered, or damaged after delivery or collection;
goods not stored, handled, or maintained in accordance with product instructions; or
opened adhesives, sealants, silicones, consumables, or similar products unless they are faulty.
4. Faulty, damaged, incorrect, or incomplete goods
If you believe goods are faulty, damaged, not as ordered, or incomplete, you must notify us within a reasonable time after becoming aware of the issue and, where practicable, before the goods are installed, cut, fabricated, or used.
To help us assess the issue quickly, please provide:
your invoice number or proof of purchase;
a description of the issue;
photographs where relevant; and
details of whether the goods have been delivered, collected, installed, cut, or used.
If you suspect a product is faulty or incorrect, do not install, cut, fabricate, or continue using it until the issue has been assessed.
4A. Installation and use
You must not install, cut, fabricate, or otherwise use goods where a fault, damage, or discrepancy is known or reasonably identifiable.
To the extent permitted by law, we are not liable for any loss, damage, or costs arising from the installation, processing, or use of goods after such an issue becomes apparent.
5. Inspection and assessment
We may inspect the goods, request further information, or require the goods to be returned before determining the appropriate remedy.
Where permitted by law, we will assess whether any issue constitutes a major or minor failure and determine the appropriate remedy, including repair, replacement, refund, re-supply, or another lawful outcome
6. Delivery damage and shortages
You should inspect goods immediately on delivery or collection.
If goods appear damaged in transit, short supplied, or incorrectly supplied, please notify us within 48 hours or as soon as reasonably practicable.
This request is to assist prompt investigation and does not limit any rights you may have under law.
7. Return process
Please do not return goods without contacting us first.
If a return is approved:
we will advise the return method and location;
goods must be returned in the condition directed by us;
you are responsible for safe packaging and transport unless the return is due to our error or a confirmed fault; and
we may reject, refuse, or return any goods that do not comply with the approved return condition or process.
This Policy should be read together with our Terms and Conditions, which include provisions relating to risk, title, limitation of liability, and supply.
8. Return costs
If goods are confirmed faulty, wrongly supplied, or otherwise returnable under the Australian Consumer Law, we will cover reasonable return costs or arrange collection where appropriate.
For discretionary returns, including approved change-of-mind returns, you are responsible for return freight, handling, and any applicable restocking or administration charges.
9. Manufacturer warranties
Some goods supplied by us may also come with a manufacturer’s warranty. Any manufacturer warranty applies in addition to, and does not replace, your rights under the Australian Consumer Law.
10. Contact us
To discuss a return, refund, or product issue, contact Joinery Supplies Tasmania using the contact details published on our website as soon as possible after the issue arises.
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