Easy Refunds & Returns

60 Day Returns

Our 60 Day Returns policy applies for items purchased through our online store. Purchasing on the internet can be convenient and easy, but we know sometimes, for whatever reason you may need to return you purchase.

Maybe you purchased too many, the wrong size or you've changed your mind... whatever!

We've made it really easy for you to return your item to us or obtain a refund.  Some conditions still apply, so please check out these key points below...

Should you be unhappy with your choice of product upon receipt, you are welcome to return them to us at your cost within 60 days of receipt for an exchange or refund. No questions asked.  

A refund, less the following deductions (if applicable) will be provided once the goods have been returned, inspected and confirmed suitable for resale:

  • our incurred shipping costs for your transaction. If other items have been purchased, then a value based commensurate portion of our shipping costs will deducted
  • Any PayPal fees charged, typically 2.5-3% of the total return value. Note: The reason for this is PayPal do not refund transaction fees to us for refunds we provide to you.

Instructions for Returns

Please contact us first by phone or email before returning any goods. 

You must provide us with a receipt acknowledging the purchase from us. 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. When a refund is granted, we will refund the original purchase price less the deductions as outlined above via the previous method of payment indicated on the receipt.

Please address your return to:

Better Hardware
14A Levanswell Road
Moorabbin VIC 3189

Please include a print out of your sale order confirmation, payment receipt or tax invoice to allow us to identify your return once we receive it.

Please ensure you use a tracked shipping service, such the service provided by Australia Post. Don't forget to keep a record of the tracking number in case it needs to be folowed up. Please also send us the tracking number for our records to track the return.

Returns and Refunds for Bundled Items

Some items are considered bundled items which are items comprised of individual items. These bundled items may be known as, but are not limited to terms such as, kits or packs. Refunds for returns of individual items from a bundled item will not be issued as the bundled item is considered a full item, and for resale purposes. Refunds may be issued only if all of the items in the bundle are returned. Please contact us before returning to see if the items are eligible for return, however full returns of bundled items are usually eligible. Should you wish to purchase individual items then do so as individual items. Other conditions apply.

Returns and Refunds on Discounted Orders, Discounted Items and Promotions

Discounted items or orders may not be eligible for a full refund. Discounts are sometimes issued based on, but are not limited to, volume, total order discounts, promotions. Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. Credits, exchanges or other funds are not applicable for promotional offers or discounted items or discounted orders. Returns may not be accepted for discounted items, including promotional offers. Returns and refunds for like orders during or surrounding promotions may not processed, Better Hardware reserves the right to refuse returns and refunds on like products during these times.  Orders placed within 60 days of a promotional offer may be returned at a promotional rate if an order for similar items is placed during the promotional period.

Returns on Commercial Quantities

We cannot guarantee we can accept returns on commercial quantities. Commercial quantities may include, but are not limited to, quantities over the amount regularly stocked. Please contact us before returning to see if the items are eligible for return.

Returns on Special Orders, Special Order Items, Imports and Indent Orders

We cannot guarantee we can accept returns on Special Orders, Special Order Items, orders requiring imports, external manufacturing and Indent Orders. These items are not regularly stocked. Please contact us before returning to see if the items are eligible for return.

Returns on Bespoke Orders, Custom Lengths, Custom Manufacturing and Made-to-Order Products

We do not accept returns or issue refunds for Bespoke Orders, Custom Lengths, Custom Manufacturing, Made-to-Order Products or products of a similar nature. The products are not suitable for resale and involve labour components.

Other Returns

We cannot guarantee we can accept returns for non-website orders processed manually by our staff, items on sale, clearance items.

Any return requests under these conditions will be dealt with on a case-by-case basis.  Should you have a fault, defect issue or warranty claim, please contact us.

The goods must be securely packaged, unused and in the original undamaged packaging (including any manuals and accessories) suitable for resale upon arrival. Upon receipt of the goods in such condition and satisfactory inspection a refund will be processed or a replacement product dispatched.

We can arrange for one of our couriers to pick up your return order from you... just let us know and we'll quote you on the return cost.  Simple and easy!

Please contact us on 1300 309 764 for your relevant returns address as we have multiple state based warehouses.

Our 60 Day Returns policy excludes in-store purchases from our Moorabbin, VIC outlet. We gladly accept returns for change of mind for a store credit however.

Your Rights under the Australian Consumer Law

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.

Where a failure does not amount to a major failure, Better Hardware is entitled to choose between providing you with a repair, replacement or other suitable remedy. Your rights 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. Better Hardware adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary on how long it takes you to return the product to us.

Where the product fault is difficult or potentially dangerous to determine, we may need to consult with the manufacturer or repair agent to determine the fault and resolution. Unfortunately, Better Hardware cannot offer a refund or exchange where the product has parts missing or has sustained damage due to abnormal use, misuse, improper installation, connection to the wrong voltage or other abuse or misuse, whether that has been identified by Better Hardware, the manufacturer or repair agent. We are not responsible for the shipping and handling fees for any non-faulty returned items.

Manufacturer’s Warranty

For items with a manufacturer's warranty, please contact the manufacturer regarding service and support under their warranty terms. These terms may limit our ability to accept returns, provide refunds, repairs or replacement options.

Return Authorisation

When wishing to return a product for whatever reason, please contact us by replying to the order confirmation email you received, or call us with your order details on 1300 309 764.  Please note if you return the product due to changing your mind, any cost incurred by you will be borne by you.  Sound fair? We think so too.

Returns for Faulty or Damaged Goods

Please contact us to arrange a return for damaged or faulty goods. Better Hardware reserves the right to assess the goods for faults and damages before providing remedies and to determine where the case falls under the returns policy clauses and whether and which remedies may or may not be applicable. Returns for faulty or damaged goods remains in accordance with the Australian Consumer Law.

Should you require replacement items please contact us as these may be arranged at cost to you while the claim for a faulty or damaged item is underway.

Refunds for Services

Refunds are not applicable for services or custom-made products involving service work should those works be underway or completed. Exceptions may apply. Please contact us for more information.

Refunds for Hired Equipment

We cannot guarantee refunds for Hired Equipment and Tools. Refunds are not issued for early returns of the hire as it has been booked over a certain period. Cancellations of Hire must occur at least 24 Hours prior to the agreed Hire Start Date, or payment may be forfeited. This may also be applicable should you be contacted about confirmation of your hire over the agreed dates. There are limited hire equipment available and other people may be missing out. We are willing to work with you for your project so please contact us about you hire should you wish to rearrange anything.

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