Refund policy
At btchardware.shop, we want customers to shop with confidence.
This Return and Refund Policy explains how we handle change-of-mind returns, faulty products, damaged products, incorrect items, missing items, exchanges, cancellations, and refunds.
This policy applies to purchases made directly through btchardware.shop.
Nothing in this policy excludes, restricts, or modifies any right, consumer guarantee, or remedy that cannot legally be excluded under the Australian Consumer Law.
Australian Consumer Guarantees
Products supplied to eligible Australian consumers come with statutory consumer guarantees.
Depending on the circumstances, these guarantees may require that goods are of acceptable quality, fit for applicable purposes, safe, durable, and consistent with their description or representations made about them.
When a product experiences a major problem, the customer may have the right under Australian Consumer Law to choose between an appropriate replacement and a refund.
When a problem is minor, the business may generally have an opportunity to provide an appropriate remedy within a reasonable period.
Our voluntary return conditions operate in addition to these statutory rights.
30-Day Voluntary Change-of-Mind Returns
In addition to statutory rights, btchardware.shop generally accepts eligible voluntary change-of-mind return requests made within 30 days after delivery.
For a voluntary change-of-mind return, the product should ordinarily be unused, clean, undamaged, substantially in the same condition as when received, and accompanied by all significant accessories, components, manuals, and other materials originally supplied with it.
Original packaging should be retained where reasonably possible.
The customer should also provide reasonable proof of purchase.
Products may be inspected before a voluntary change-of-mind refund is approved.
The 30-day period applies only to our additional voluntary return policy. It does not impose a 30-day limit on mandatory rights that may exist under Australian Consumer Law.
Change-of-Mind Exclusions
Subject to mandatory consumer rights, we may decline voluntary change-of-mind returns for personalised products, custom-made products, goods modified according to customer instructions, materially used products, products damaged after delivery through misuse, goods missing significant components, opened hygiene-sensitive goods where resale would be inappropriate, and products expressly identified as final sale for change-of-mind purposes.
These exclusions do not prevent a customer from seeking a statutory remedy where a product is faulty, unsafe, materially different from its description, or otherwise fails an applicable consumer guarantee.
Faulty or Defective Products
If you believe a product is faulty, defective, unsafe, or does not operate as reasonably expected, contact us at:
Please provide your order number and a clear description of the problem.
Photographs or videos may be requested where they are reasonably useful for assessing the issue.
We will review the claim and provide an appropriate remedy in accordance with applicable law.
Depending on the circumstances, a remedy may include repair, replacement, refund, reimbursement of reasonable costs, or another legally required solution.
Products Damaged During Delivery
If an order arrives damaged, please contact us as soon as reasonably possible.
Where practical, customers should retain the product and packaging while the matter is being investigated.
Photographs of the product, external packaging, internal packaging, shipping label, and visible damage may help us determine what occurred.
We will not impose unreasonable evidence requirements where a customer otherwise has a valid statutory claim.
Incorrect Items
If you receive an item that is different from what you ordered, please contact us promptly at info@btchardware.shop.
After confirming the issue, we will provide an appropriate solution.
This may involve supplying the correct product, providing return instructions for the incorrect product, or issuing a refund where appropriate.
Customers will not be required to bear unreasonable return expenses resulting from an error made by us.
Missing Products or Components
If an order arrives with an item or significant component missing, please contact us and provide the relevant order details.
Some orders may be shipped in more than one parcel, so customers should first review available tracking information where applicable.
If an item is confirmed missing, we will provide an appropriate remedy according to the circumstances.
How to Request a Return
Before sending a product back, contact info@btchardware.shop.
Please include your order number, the product concerned, the reason for the return, and any information reasonably necessary for us to assess the request.
After reviewing the request, we will provide appropriate return instructions.
Customers should not return goods to an arbitrary supplier, warehouse, carrier, or other address without first receiving return instructions from btchardware.shop.
Sending a product to an unauthorised destination may delay processing of the return.
Return Shipping Costs
For an approved voluntary change-of-mind return, the customer is generally responsible for the cost of returning the product.
For faulty, damaged, incorrectly supplied, or otherwise non-compliant goods, return costs will be handled in accordance with applicable Australian Consumer Law requirements.
Where a customer has reasonably paid return expenses for a product that is confirmed to have a qualifying problem, reimbursement may be provided where required by law.
Customers arranging their own voluntary return shipment should retain proof of shipment and tracking details.
Inspection of Returned Products
Returned products may be inspected after they arrive.
For voluntary change-of-mind returns, a refund may be declined where the product has been materially used, damaged after delivery by the customer, materially altered, returned without significant components, or otherwise does not satisfy the voluntary return conditions.
This inspection process does not restrict statutory remedies for products that fail applicable consumer guarantees.
Refund Method
Approved refunds will normally be issued to the original payment method used to purchase the product.
If the original payment method is unavailable, an alternative may be agreed where appropriate and legally permitted.
Once we have submitted a refund, the customer's bank, card issuer, or payment service provider may require additional processing time before the funds become visible.
Such external processing times are outside our direct control.
Refund Amount
Where a full refund is legally required for a major product failure, it will be handled in accordance with Australian Consumer Law.
For voluntary change-of-mind returns, the amount refunded will depend on whether the returned product satisfies the applicable voluntary return conditions.
Standard shipping on eligible orders is free, so there is ordinarily no standard outbound shipping fee to refund.
Exchanges
Customers may request an exchange where appropriate.
Exchange availability depends on current stock.
If a requested replacement is unavailable, we may provide another appropriate option, such as a refund or alternative product where agreed.
Statutory remedies are not dependent on the availability of our voluntary exchange program.
Order Cancellations
If you wish to cancel an order, contact info@btchardware.shop as soon as possible.
We will make reasonable efforts to accommodate a cancellation request received before fulfilment has begun.
Once an order has entered fulfilment, been packed, transferred to a carrier, or dispatched, cancellation may no longer be technically possible.
If cancellation cannot be completed, the customer may need to receive the order and follow the applicable return procedure.
Lost Orders
If an order has not arrived within a reasonable period after the expected delivery timeframe, contact us.
We may investigate the shipment with the relevant carrier or fulfilment provider.
If a parcel is confirmed lost or cannot reasonably be delivered, an appropriate remedy will be provided according to applicable law and the circumstances.
Refused or Unclaimed Deliveries
Customers are responsible for providing accurate delivery information and taking reasonable steps to receive their orders.
Where a parcel is returned because it was refused or remained unclaimed, we will assess the circumstances and advise the customer of the available options.
Any additional charge or deduction will only be applied where lawful and reasonable.
Misuse and Customer-Caused Damage
Australian consumer guarantees do not generally require a business to provide a remedy where a product problem was caused solely by customer misuse or damage after delivery.
Where relevant, we may reasonably assess the condition of a returned product before determining the appropriate remedy.
Proof of Purchase
We may ask customers to provide reasonable proof that a product was purchased from btchardware.shop.
Acceptable proof may include an order confirmation, order number, transaction record, payment record, or another reasonable form of purchase evidence.
Fraudulent Returns
We reserve the right to investigate suspected fraudulent return activity, including deliberate substitution of products, fabricated evidence, intentional damage, or knowingly false claims.
Nothing in this provision allows us to reject a legitimate statutory consumer claim.
Your Statutory Rights Continue Beyond Our Voluntary Period
The expiration of our voluntary 30-day return period does not automatically eliminate a customer's rights relating to faulty or non-compliant products.
The duration and nature of statutory consumer rights depend on the relevant circumstances and applicable Australian law.
Contact Us
For questions regarding returns, refunds, exchanges, faulty products, damaged goods, incorrect items, or cancellations, contact:
btchardware.shop
Email: info@btchardware.shop
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