At Perth Garage Door Parts, we want customers to receive products that are supplied correctly and perform as reasonably expected.
This Returns, Refunds & Exchanges Policy applies to purchases made through perthgaragedoorparts.com and orders delivered within Australia.
Our Returns Policy
Perth Garage Door Parts accepts returns for products that are faulty, defective, damaged, incorrectly supplied, not as described, or otherwise fail to meet applicable consumer guarantees under the Australian Consumer Law.
We do not accept returns for change of mind or incorrectly ordered products where there is no fault with the product.
Depending on the circumstances and your rights under the Australian Consumer Law, an eligible product may be repaired, replaced, exchanged or refunded.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under the Australian Consumer Law.
Faulty, Defective or Damaged Products
If you believe a product you have received is faulty, defective, damaged or not operating as it should, please contact Perth Garage Door Parts as soon as reasonably possible.
Where possible, we recommend contacting us within 30 days of receiving your order so that we can investigate and resolve the issue promptly.
The 30-day notification period does not limit your rights under the Australian Consumer Law. Depending on the product, nature of the fault and surrounding circumstances, your statutory rights may continue beyond this period.
To assist us with assessing the issue, we may ask you to provide your order number, proof of purchase, photographs, videos, details of the fault and any other information reasonably required to investigate the problem.
Please do not dispose of, dismantle, modify or unnecessarily damage the product while your claim is being assessed.
Incorrect Products Supplied
If Perth Garage Door Parts has supplied a product that is different from the product you ordered, please contact us as soon as possible.
Once confirmed, we will provide instructions for returning the incorrectly supplied product and arrange an appropriate replacement, exchange or other remedy.
Where the incorrect product was supplied as a result of our error, you will not be required to pay reasonable return shipping costs.
Exchanges and Replacements
We accept exchanges and replacements for eligible products.
An exchange or replacement may be offered where a product is faulty, defective, damaged, incorrectly supplied, not as described or otherwise covered by the Australian Consumer Law.
If an exchange is approved, we will provide you with return instructions and advise how the replacement product will be supplied.
We do not provide exchanges simply because a customer has changed their mind, no longer requires the product or has ordered an incorrect product.
Where an identical replacement is unavailable, we will discuss an appropriate alternative remedy with you.
Your rights to a refund or replacement in circumstances where the Australian Consumer Law gives you that choice are not affected by this policy.
Change of Mind Returns
Perth Garage Door Parts does not accept returns, refunds or exchanges for change of mind.
This includes situations where a customer has changed their mind after purchasing, no longer requires the product, finds the product cheaper elsewhere or has purchased the wrong product.
Customers are responsible for checking product descriptions, specifications, dimensions and compatibility before placing an order.
If you are unsure whether a garage door remote, opener, motor, component or replacement part is compatible with your garage door system, we recommend contacting us before ordering.
Our team can assist with product selection; however, customers remain responsible for ensuring that the information they provide to us is accurate.
This change-of-mind policy does not affect any rights available to you under the Australian Consumer Law where there is a genuine problem with the product.
Products Ordered Incorrectly by the Customer
If you receive the exact product that you ordered but subsequently determine that it is unsuitable or incompatible with your garage door system, this will generally be considered an incorrectly ordered product rather than a defective product.
Returns or exchanges are therefore not normally available in these circumstances.
However, if the product was incorrectly recommended by us based on accurate information you supplied, or the product does not match its description or advertised specifications, please contact us so that we can assess the circumstances.
Requesting a Return
Before returning any product, please contact Perth Garage Door Parts and request a return assessment.
You can contact us through our website or by calling 0450 656 448.
Please provide your order details and information about the issue. We may request photographs, videos or additional information before authorising the return.
Our team will generally respond to return requests within 2 business days.
If a return is required, we will provide you with return authorisation and the correct return address.
Please do not send products to an address that has not been provided or confirmed by us, as this may delay the processing of your return.
Return Method
Approved returns are generally returned to us by post or courier.
The appropriate return address and shipping instructions will be provided after your return request has been assessed.
For large, heavy or difficult-to-return faulty products, we may arrange collection or provide alternative return arrangements where required under the Australian Consumer Law.
Return Shipping Costs
For products that can reasonably be posted or returned, customers may initially be asked to send the product to us for assessment.
If the product is confirmed to be faulty, defective or otherwise covered by the Australian Consumer Law, Perth Garage Door Parts will reimburse reasonable return shipping costs where required by law.
Please retain receipts or other evidence of your return shipping expenses.
For large, heavy or difficult-to-return faulty products, Perth Garage Door Parts will arrange collection or otherwise cover the reasonable cost of return where required by Australian Consumer Law.
If, after assessment, the product is found not to have a fault and is functioning as described, return or additional shipping costs may remain the customer’s responsibility where permitted by law.
Prepaid Return Labels
Where available, Perth Garage Door Parts may provide a prepaid return label for an approved return.
If the product is confirmed to have a fault or problem covered by the Australian Consumer Law, the cost of the prepaid return label will not be deducted from an eligible refund.
If the product is assessed and found not to be faulty, reasonable shipping or assessment-related costs may be payable by the customer where permitted by law.
Preparing Products for Return
Customers should package returned products safely and securely to prevent additional damage during transport.
A faulty product does not need to be in its original packaging for a customer to exercise applicable Australian Consumer Law rights.
Where original packaging is still available, we recommend using it where practical because it may help protect the product during transport.
Please include sufficient information with the return for us to identify your order and return request.
Inspection and Assessment
Once the returned product has been received, our team will inspect and assess it.
We generally aim to complete assessments within 10 business days of receiving the returned product.
Some assessments may take longer where technical testing, manufacturer assistance, supplier assessment or additional information is required. If additional time is required, we will endeavour to keep you informed.
Following assessment, we will advise you of the outcome and the available remedy.
Repairs, Replacements, Exchanges and Refunds
The remedy available will depend on the nature and seriousness of the problem and the requirements of the Australian Consumer Law.
For a minor problem, the product may generally be repaired or otherwise remedied within a reasonable period.
Where there is a major problem with a product, Australian Consumer Law may provide the customer with the right to choose between a refund and replacement.
Depending on the circumstances, the appropriate remedy may therefore be a repair, replacement, exchange, refund or another remedy required by law.
Refund Processing
Where a refund has been approved, we generally aim to process the refund within 10 business days after the assessment has been completed.
Refunds will normally be issued using the original payment method wherever reasonably possible.
The time taken for the funds to appear in your account after we issue the refund may depend on your bank, payment provider or card issuer.
No restocking or administration fee will be deducted from a refund where the customer is exercising a right to a refund for a product covered by the Australian Consumer Law.
When a Return, Refund or Exchange May Not Be Available
A return, refund, repair or exchange will generally not be available merely because you changed your mind, found the product cheaper elsewhere, no longer require the product or ordered an incorrect product.
A remedy may also not be available where the problem resulted from misuse, abnormal use, incorrect installation, accidental damage, unauthorised modification or failure to follow the manufacturer’s instructions, provided the problem was not caused by an underlying defect for which we are responsible.
A remedy may also not be available for a fault that was specifically disclosed to you before purchase.
These exclusions apply only to the extent permitted by Australian Consumer Law. The ACCC identifies change of mind, consumer misuse and faults disclosed before purchase as circumstances where consumer guarantees generally don’t provide a repair, replacement or refund.
Sale, Clearance and Used Products
Products purchased on sale or clearance are still covered by applicable Australian Consumer Law guarantees.
Used products are also covered by applicable consumer guarantees having regard to matters such as their age, condition, price and any faults or limitations disclosed before purchase.
If a specific fault or condition was clearly disclosed before purchase, a customer may not be entitled to a remedy in relation to that particular disclosed issue.
Manufacturer Warranties
Some products may also be covered by a manufacturer’s warranty.
Manufacturer warranties operate in addition to, and do not replace, rights available under Australian Consumer Law.
Where appropriate, we may assist you with information required for a manufacturer warranty claim.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing contained in this Returns, Refunds & Exchanges Policy is intended to restrict or exclude your statutory consumer rights.
Further information about consumer guarantees, faulty products, refunds, repairs and replacements is available from the Australian Competition and Consumer Commission (ACCC).
Contact Us
If you believe there is a problem with an item purchased from Perth Garage Door Parts, please contact us before returning the product.
Perth Garage Door Parts
Website: perthgaragedoorparts.com.au
Phone: 0450 656 448
Please have your order number and details of the issue available so that we can assist you as quickly as possible.