Returns policy taken from excerpts of the terms and conditions agreement between National Hotel Supplies Pty Ltd and you the customer.
NB: WE PHOTOGRAPH ALL ORDERS BEFORE THEY ARE DESPATCHED TO ENSURE WE ARE RESPONSIBLE FOR ANY MISTAKES WE HAVE MADE.
14. Returns
14.1 No refunds, credits or replacements are offered if you have changed your mind about the ordered products, make an incorrect choice, or failed to verify and accurately provide information when placing an order.
14.2 Faulty, Damaged or Defective Product & Product Return
A product is considered faulty if it does not work when first taken from its packaging or if it shows signs of failure within 14 days of delivery.
If you receive a damaged or faulty product, we will arrange for it to be repaired or replaced for you. A refund is only available if the product is no longer available.
Products damaged in transit must be reported to us within 48 hours of receipt of the product.
If you receive a product that you think is defective, you are to immediately contact our Customer Service Team who may provisionally determine whether the product is defective. You have 14 days from the date of delivery to report a defective product.
Where a product is provisionally determined to be defective we will arrange to replace the product.
Where we have provisionally determined your product is defective, return shipping may be arranged at our expense.
If the product is deemed by customer service/supplier not to be defective, we may, in our absolute discretion, refuse to replace the product or offer a refund.
We reserve the right to test any returned defective product. If the condition of the product was misrepresented to us by the customer, we may impose a $100 handling, testing and administration fee.
Products must be returned whenever we agree to replace the product or provide you with a refund.
Where you have received a faulty, damaged or defective product by our freight service, we may make arrangements with you to collect the product.
Please ensure that all original items including packaging are returned.
It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return delivery to our warehouse.
If we agree for you to return a product and it is not defective, you are responsible arranging and paying for the freight to return the items. If the product deems to be used or soiled in any way you will not be credited for the product. This must be done within a strict14 day period.
14.3 When a Replacement Product is arranged
A replacement for the same product ordered will be delivered at our expense after we have received the original faulty, damaged or defective product.
The delivery time for the replacement product may be the same as stated for the original product.
Replacement products are provided with the same warranty as the original product.
14.4 When a Refund is arranged
No refund will be processed until we have received the product from you.
Refunds will only be issued to the same credit card, debit card, PayPal or bank account used for the original purchase.
14.5 Proof of purchase
You must, if at any time requested, provide us with the invoice we issued to you for your order to make a claim under this clause. If you fail to do so, then we may reject or deny your claim.
We are fair and equitable and committed to providing 100% customer satisfaction and excellent customer service.
Updated 2/7/2018
