Refund policy

Consumer Guarantees
Our goods and services come with guarantees that cannot be excluded under Australian Consumer Law.

You can always contact us for any return question at info@firedoorfactory.com.au or call 1300137368

"Am I entitled to a refund?" checklist
Not sure if you're entitled to a refund? Run through this checklist and you'll be able to work out if you can get a refund from our store under Australian law.

  • You're entitled to a refund, replacement, or repair if:
    • The item is faulty or damaged
    • You were sent the wrong item
    • You were sent the wrong size or color
    • The item doesn't work as a reasonable person would expect it to work 
    • The item is significantly different from the product images and description
  • You are NOT entitled to a refund because:
    • you misused the product or service in any way that contributed to the problem
    • you asked us for a service to be done in a certain way against our advice or you were unclear about what you wanted
    • the problem with a service or product was completely outside of our  control
    • changed your mind
    • found the product cheaper somewhere else
    • don't like the product
    • bought the wrong size or color
    • product has a fault, where the fault was listed anywhere on the product page
    • do not have any proof of purchase
      • according to the ACCC, proof of purchase is defined as:
        • A receipt can come in the form of a:
          • GST tax invoice or
          • A cash register or hand written receipt
      • Other types of proof of purchase include:
        • Credit or debit card statement
        • A lay-by agreement
        • A receipt or reference number is given for phone or internet payments
        • A warranty card showing the supplier’s or manufacturer’s details and the date or amount of the purchase
        • A serial or production number linked with the purchase on the supplier’s or manufacturer’s database
        • A copy or photograph of the receipt
        • As long as you have one of these, you are legally entitled to a refund if the item is faulty.


Damages and Faulty issues
It happens! Please inspect your order upon reception and contact us immediately if the item is faulty, defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. 

Please notify us of the above or related issues as soon as possible and reasonable to arrange for a refund or product exchange.

Please assist us and ensure you retain all the original boxes and packaging.

Exceptions / non-returnable items
Certain types of items cannot be returned, such as custom products, special orders, non stocked products that we purchase to fulfill your order.

Please get in touch if you have any questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to contact us at info@firedoorfactory.com.au if accepted, then return the item, and once the returned item is inspected and accepted, make a separate purchase for the new item.

Refunds
In order for your return to be processed as quickly as possible, please follow our returns procedure below.

Contact Customer Service for a return authorization
by emailing us at info@firedoorfactory.com.au or call 1300137368
Have your Order Number or Invoice number ready
If the item is faulty or damaged, please include relevant photos

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Next, we’ll send you instructions on how and where to send your package. Please note that items sent back to us without first requesting a return may not be accepted.

Pack the items securely to avoid damage in transit. We are not liable for any costs related to the loss of unregistered returned parcels or items

Please note, If your order has been shipped, or is in the process of being shipped, we will not be able to cancel your order. In this instance, you will need to follow the return instructions once you receive your package if faulty or damaged.

 

This Refunds and Returns Policy applies to the extent it is permitted by the ACL and nothing in this Policy excludes, restricts or modifies, or has the effect of excluding, restricting, or modifying: (a) the application of the ACL, (b) the exercise of a right conferred by the ACL; or (c) any liability of a person for a failure to comply with a consumer guarantee under the ACL.

Return Enquires should be directed to info@firedoorfactory.com.au or call 1300137368