Refund policy

At Amarra DIY Hub, we want you to be happy with your purchase. This Returns, Refunds & Exchanges Policy applies to purchases made from Amarra DIY Hub and is in addition to any rights and remedies you may have under the Australian Consumer Law.

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Change-of-Mind Returns

Amarra DIY Hub offers change-of-mind returns within fourteen (14) days of you receiving your Product, subject to the conditions below.

To be eligible for a change-of-mind return:

• the return request must be made within fourteen (14) days of receiving the Product;
• the Product must be unused and uninstalled;
• the Product must be in a saleable condition;
• the Product must be returned in its original packaging, unopened where applicable, and with all accessories, components, attachments, manuals and other items originally supplied with it; and
• you must provide proof of purchase from Amarra DIY Hub.

Amarra DIY Hub reserves the right to decline a change-of-mind return where these conditions have not been met.

The fourteen (14) day change-of-mind period does not limit any rights you may have under the Australian Consumer Law in relation to faulty or defective Products.

2. Shipping Costs for Change-of-Mind Returns

Customers are responsible for the cost of returning Products to Amarra DIY Hub for a change-of-mind return.

Any shipping or delivery charges paid by you on the original order are non-refundable for change-of-mind returns.

Where your original order qualified for Free Shipping, Amarra DIY Hub still incurs a cost to deliver the order to you. If you subsequently return all or part of that order under our change-of-mind policy, the actual shipping cost incurred by Amarra DIY Hub in delivering the returned Product(s) to you may be deducted from your refund.

Amarra DIY Hub will only deduct the actual shipping cost reasonably attributable to the returned Product(s) and, upon request, will provide reasonable evidence of that cost.

For example, if your order qualified for Free Shipping but Amarra DIY Hub incurred a $15 delivery cost to send the Products to you, that $15 may be deducted from the refund for a change-of-mind return.

This deduction applies only to change-of-mind returns. It does not apply where a Product is faulty, defective, incorrect or where you are otherwise entitled to a remedy under the Australian Consumer Law.

3. How to Request a Return

To request a return, refund or exchange, please contact our customer service team at enquire@amarradiyhub.au.

Please provide:

• your order number or proof of purchase;
• the Product(s) you wish to return;
• the reason for the return; and
• any photographs, videos or other information reasonably required to assess your request, where relevant.

Please do not return a Product to us until your return request has been reviewed and you have received return instructions from Amarra DIY Hub.

For change-of-mind returns, Amarra DIY Hub will assess whether the return meets the conditions of this policy and notify you of the outcome by email.

4. Returning Change-of-Mind Products

Once a change-of-mind return has been approved, you are responsible for safely returning the Product to the return address provided by Amarra DIY Hub.

We strongly recommend using a tracked and adequately insured shipping service. Amarra DIY Hub is not responsible for Products lost or damaged while being returned to us by a customer for a change-of-mind return.

Products remain your responsibility until received by Amarra DIY Hub.

If a Product returned under our change-of-mind policy does not meet the return conditions set out above, Amarra DIY Hub may decline the refund. Where reasonably practicable, we may arrange for the Product to be returned to you at your expense.

5. Refunds for Change-of-Mind Returns

Once an approved return has been received and inspected, we will notify you of the outcome.

Where a refund is approved, the refund will generally be made to the original payment method used for the purchase.

The refund amount will be the amount paid for the approved returned Product(s), less any applicable original shipping costs as described in Section 2 of this policy.

Any promotional discounts applied to the original purchase will be reflected in the amount refunded. You will not be refunded more than the amount actually paid for the returned Product.

Please allow a reasonable period for the refund to be processed. Once issued by Amarra DIY Hub, the time taken for funds to appear in your account may depend on your bank or payment provider.

6. Faulty, Defective, Damaged or Incorrect Products

Our Products come with guarantees that cannot be excluded under the Australian Consumer Law.

If you believe you have received a Product that is faulty, defective, damaged, not as described, not fit for its intended purpose, or different from the Product you ordered, please contact Amarra DIY Hub as soon as reasonably practicable.

We may ask you to provide photographs, video or other information to assist us in assessing the Product and determining the appropriate remedy.

Where necessary and permitted by law, Amarra DIY Hub may inspect or assess the Product before providing a remedy.

Your rights and the remedy available will depend on the circumstances and the requirements of the Australian Consumer Law.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy limits or excludes these rights.

The conditions applying to our voluntary change-of-mind policy — including the fourteen (14) day return period, original packaging requirements and deductions for shipping costs — do not apply where doing so would limit or exclude a right or remedy available to you under the Australian Consumer Law.

8. Return Shipping for Faulty or Incorrect Products

If a Product is confirmed to have a fault or other problem covered by the Australian Consumer Law, Amarra DIY Hub will comply with its obligations regarding reasonable return costs.

Where you have reasonably incurred return postage or transportation costs for a Product that is confirmed to have a problem, Amarra DIY Hub will reimburse those reasonable costs where required by the Australian Consumer Law.

For large, heavy or difficult-to-return Products, please contact us before arranging return transportation so that we can determine an appropriate return or collection method.

Original shipping costs will not be deducted from a refund where doing so would reduce a refund or remedy to which you are entitled under the Australian Consumer Law.

9. Products Damaged Through Misuse or Incorrect Installation

A Product will not generally be considered faulty or defective where the issue has arisen because of:

• fair wear and tear;
• misuse, abuse or neglect;
• accidental damage after delivery;
• failure to follow instructions or warnings supplied with the Product;
• use of the Product in an abnormal or unintended manner;
• incorrect or improper installation;
• modification of the Product; or
• failure to take reasonable care of the Product.

However, nothing in this section excludes any rights you may have under the Australian Consumer Law.

10. Exchanges

Where Amarra DIY Hub agrees to an exchange under our change-of-mind policy, the replacement Product will generally be dispatched after the returned Product has been received, inspected and approved.

Customers are responsible for return shipping costs associated with a change-of-mind exchange and may also be responsible for the cost of shipping the replacement Product.

Where an exchange relates to a faulty, defective or incorrect Product, shipping costs will be handled in accordance with the Australian Consumer Law.

If there is a difference in price between the returned Product and the replacement Product, you may be required to pay the difference before the replacement Product is dispatched.

11. Partial Order Returns and Free Shipping

If you received Free Shipping on an order and return only part of that order under our change-of-mind policy, Amarra DIY Hub may deduct from your refund the actual shipping cost reasonably attributable to delivering the returned Product(s).

We will not use the return to retrospectively charge you an arbitrary shipping fee or penalty. Any deduction will be based on the actual shipping cost incurred by Amarra DIY Hub and reasonably attributable to the returned Product(s).

Upon request, Amarra DIY Hub will provide reasonable evidence supporting the shipping amount deducted.

This section applies only to voluntary change-of-mind returns and does not limit your rights under the Australian Consumer Law.

12. Contact Us

If you have any questions regarding a return, refund or exchange, please contact:

Amarra DIY Hub
Email: enquire@amarradiyhub.au

Please include your order number and sufficient information for us to identify your purchase and assist with your request.