Returns Application Form
This Returns Goods and Refunds Policy (“Policy”) applies to the following purchases: Standard stock items only
Important Note: This Policy specifically excludes any custom cut and processed materials i.e., cut-to-size stair nosings and entrance mats; custom sourced materials and finishes; indent products and/or consultative services. All returns goods are to be in accordance with CAG Terms and Conditions of Trade, and Classic reserves its discretionary right to agree to, or to refuse to accept return goods.
- CUSTOMER SATISFACTION IS OUR PRIORITY
At Classic Architectural Group, customer satisfaction is our priority.
We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law. Please read this Policy before making a purchase, so that you understand your rights as well as what you can expect from us in the event that you are not happy with your purchase. - AUSTRALIAN CONSUMER LAW
a. Under the Australian Consumer Law:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with the service, you are entitled:
- to cancel your service contract with us; and
- to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
b. We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.
c. The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
d. If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
e. Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
f. If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
g. If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
Classic Architectural Group Pty Ltd, Returns Goods and Refunds Policy Document No. 48001 Revision No: 3. Issue date: 01.06.2022 Page 2 of 3
- CHANGE OF MIND
In the event that you receive the products or services which you purchased, as stated, but you simply change
your mind, we may, at our discretion, offer you a refund or exchange provided that:
a. You notify us within 7 days of receipt using the contact details at the end of this Policy.
b. In the case of products, the said product has not been used.
c. In the case of products, the said product has not been damaged in any way.
d. In the case of services, the services have not already been performed.
e. The following additional conditions are also satisfied:
Customer must notify Classic of intent to return goods and must fill out the Returns Goods and Refund Application Form from the website and return this to Classic with the goods so the return process can begin.
Classic reserves the right to approve or deny, including upon inspection of the said product. - PRODUCTS DAMAGED DURING DELIVERY
In accordance with the Terms and Conditions of Trade, Clause 15, the Customer must inspect all Goods on delivery and must within seven (7) days of delivery notify Classic in writing complete with photos of any evident defect/damage, shortage in quantity, or failure to comply with the description or quote.
Upon such notification the Customer must allow Classic to inspect the goods should they deem it necessary.
In the event that a product which you ordered is damaged during delivery:
a. Please contact us within the noted 7 days, using the contact details at the end of this Policy.
b. Any damaged product must be returned in the condition it was in when you received it, together with any
packaging and other items which you received with the damaged product.
c. We will organize to repair the damaged product or to collect it and replace it with an equivalent product, or to provide a refund, provided that you contact us within the following time from the date you received the product: within 2 business days
In the event that Classic is required to replace under this clause but is unable to do so:
d. Classic may refund any money the Customer has paid for the Goods in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion. - EXCEPTIONS
This Returns and Refund Policy specifically excludes any custom cut and processed materials i.e., cut-to-size stair nosings, entrance mats; custom sourced materials and finishes; indent products and/or consultative services. Such items may be returned but will not be eligible for any refund.
In accordance with the Terms and Conditions of Trade, Clause 15, Classic shall not be liable for any defect or damage which may be caused or partly caused by or arise as a result of:
a. You failing to properly maintain or store any Goods.
b. Misuse, including using the Goods for any purpose other than that for which they were designed.
c. Your continuance in the use of any Goods after any defect became apparent or should have become apparent to a reasonably prudent operator user.
d. You failing to follow any instructions or guidelines provided by Classic.
e. Fair wear and tear, any accident, or act of God.
Classic Architectural Group Pty Ltd, Returns Goods and Refunds Policy
Document No. 48001 Revision No: 3. Issue date: 01.06.2022 Page 3 of 3
Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement, or refund for a product you purchased if:
f. You knew or were made aware of the problem(s) with the suitability of the product before you purchased it.
g. You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
h. Any other exceptions apply under the Australian Consumer Law.
- SHIPPING COSTS FOR RETURNS
a. In the event that a product you purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law we will bear any costs of shipping the said product (the “Returned Product”) back to us, as well as any costs of shipping any replacement product to you.
b. If the Returned Product can easily be posted or returned, then you are responsible for organizing for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping, or transportation costs for the Returned Product.
c. If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement, or refund under the terms of this Policy
(including under the Australian Consumer Law), then we will organize for the postage, shipping,
transportation, or collection of the Returned Product, at our cost.
d. In the event that we organize and pay for the inspection, postage, shipping, transportation, or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement, or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation, or collection of the Returned Product. - RESPONSE TIME
We aim to process any requests for repairs, replacements, or refunds within 5 business days of receipt. - HOW TO RETURN GOODS
You may contact us to discuss a return using the details at the end of this Policy, however the process will proceed as follows.
a. Customer must provide prior notification to Classic of intent to return goods and must fill out the Returns
Goods and Refund Application Form and return this with the goods so the return process can begin.
b. You must provide proof of purchase in order to be eligible for a refund, repair, or replacement. You may
also be required to present a government issued ID document.
c. The Goods are to be returned within a reasonable time at the Customers cost (refer Point 6.) and must be returned in as close a condition to that in which they were delivered as is possible.
d. Once the Goods have been returned, we will inspect the quality, quantity, and type of the Returned Goods. In the case that Classic has agreed to accept the Returned Goods:
e. Classic may in its absolute discretion require the Customer to pay handling and re-stocking fees of up to fifteen percent (15%) of the value of the returned Goods plus any freight costs
f. We will pay any refunds in the same form as the original purchase or to the same account or credit card as was used to make the original purchase, unless otherwise determined in our sole discretion. - CONTACT US
If you wish to speak to us about this Policy or about any refund, repairs or replacements, you may contact us at:
Customer Service Phone: 1300 244 377 Email: info@classic-arch.com