1. Introduction
At M&S Hardie Pty Ltd, trading as Twist Locks, we are committed to providing high-quality products and services. We understand that there may be occasions where you need to return a product. This Refund Policy outlines the conditions under which refunds will be processed.
2. Eligibility for Refunds
- Defective Products: If a product is found to be defective or not as described, you may be eligible for a refund or replacement. Please contact us within 14 days of receipt.
- Change of Mind: We do not offer refunds for change of mind or incorrect selection. Please ensure you review your order carefully before finalizing your purchase.
3. Conditions for Returns
- Products must be returned in their original condition, unused, and with all original packaging and documentation.
- Proof of purchase is required for all returns.
4. Process for Returns
- To initiate a return, please contact our customer service team at sales@twistlocks.com.au with your order details and reason for return.
- Once your return is approved, you will receive instructions on how to send the item back to us.
- A re-stocking fee of 20% applies to all returns, except for items that are defective or incorrect due to our error.
- The customer is responsible for return shipping costs unless the item is defective or incorrect.
- Once we receive and inspect the returned item, we will process your refund (minus the re-stocking fee) using the original payment method within 14 days.
5. Refund Processing
- Refunds will be processed using the original payment method within 14 days of receiving the returned item.
- Shipping costs are non-refundable unless the return is due to our error (e.g., wrong or defective item).
- A 20% re-stocking fee will be deducted from all refunds unless the product was defective or incorrectly supplied.
6. Exceptions
- Custom orders or specially manufactured products are non-refundable unless defective.
- Sale items are final sale and cannot be returned unless they are defective.
7. Contact Us
For any questions regarding this policy or to initiate a return, please contact us at sales@twistlocks.com.au.