Refund policy

RETURNS AND REFUNDS POLICY This policy applies to purchases from sbdsupply.com, sold by 4 In 1 Supply Pty Ltd trading as SBD Supply (ABN 60 674 034 256). Please read it together with our Shipping Policy. YOUR RIGHTS UNDER THE 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 those rights. The change-of-mind conditions and restocking fees below do not apply to items that are faulty, damaged in transit, or not as described, or where we sent the wrong item. FAULTY, DAMAGED OR INCORRECT ITEMS 1. Check your order when it arrives, before installing anything. Please tell us within 2 business days about transit damage, missing items or wrong items. That is how long we have to claim from our suppliers and carriers. A fault that shows up later is still covered; just contact us as soon as you notice it. 2. Email sales@sbdsupply.com or call 0406 947 433 with your order number, a description of the problem and photos or a video. For a fault after installation, please also include the installer's invoice if you have one. 3. Please don't send anything back until we have given you return instructions. We will pay or reimburse reasonable return costs for faulty or incorrect items. For large, heavy or installed items, we may arrange an inspection or collection instead. 4. Once the problem is confirmed, we will repair, replace or refund the item as the Australian Consumer Law requires. For a major failure, you choose between a refund and a replacement. Please don't install an item that is visibly damaged. Electrical products must be installed by a licensed electrician, and tapware and plumbing products by a licensed plumber. A fault caused by incorrect installation, misuse, accident or normal wear and tear is not a product fault. MANUFACTURER WARRANTIES Many of our brands give a manufacturer's warranty in addition to your Australian Consumer Law rights. Make warranty claims through us, as your place of purchase. Keep your receipt or order confirmation, because proof of purchase is required. Warranty periods vary by product, so check the product page or packaging. Examples: • Cougar Lighting: 1 year for indoor household fittings, 2 years for outdoor household fittings and 3 years for LED household fittings. Commercial use is covered for 1 year. Globes are not covered, and proof of installation by a licensed electrician is required. • SBD Supply (our own brand): 1 year from the date of purchase. • Hellycar Tapware: taps, mixers, showers, outlets and accessories are covered for 7 years in chrome (1 year for other finishes), with 15 years on mixer ceramic cartridges (parts only) and 1 year of labour on leaks. Other products are covered for 1 year. • Tapart: mixers, outlets and accessories are covered for 7 years in chrome (2 years for other finishes), with a lifetime warranty on mixer ceramic cartridges (parts only). • Eli & Co. Lighting: most products have 12 months (including fans with retractable blades and compact fans), fixed-blade ceiling fans have 2 years, and Avis motion sensors and Vent sensor lights have 5 years. • Dexton: 5 years, if installed in line with electrical wiring rules. • Security products (SecuSafe range): periods depend on the brand and product, for example HiLook cameras and recorders have 3 years. Other products have 1 year unless stated otherwise. • USOR: 2 years. • CLA, Telbix, 3A and Lawell: as stated on the product page or packaging. • Micron security products: 1 year from the date of purchase, the same as our SBD Supply standard warranty. • Any brand or product without its own published warranty (for example QZAO): 1 year from the date of purchase, the same as our SBD Supply standard warranty. Manufacturer warranties usually cover replacing the product or its parts, not the cost of an electrician or plumber to remove or reinstall it. This doesn't affect any compensation you are entitled to under the Australian Consumer Law. CHANGE-OF-MIND RETURNS If you change your mind or ordered the wrong item, we can accept a return (except for Micron products, see below) when all of these apply: • you contact us within 14 days of delivery or pickup and we approve the return before you send it • the item is unused and has not been installed, assembled, wired or plumbed in • it is complete, with all parts, manuals and accessories • it is in its original packaging, which must be undamaged and unmarked. Don't write on the box or put labels or tape on it; use an outer carton for shipping. • you include your order number or receipt Security and CCTV products must also be unopened, with the original seals intact. ITEMS WE CAN'T ACCEPT FOR CHANGE OF MIND • Micron security products: Micron does not accept change-of-mind returns, so these can only be returned if faulty, damaged or incorrect • special-order, custom, made-to-measure or configured items • clearance, sale, discontinued, ex-display or "as is" items • items that have been installed or used • items with missing or damaged original packaging • activated software or licences, and opened consumables (for example globes, batteries and sealants) • fragile items such as glass shelves, once they have been delivered • commercial-quantity orders (more than 10 of the same item), unless we agree in writing RESTOCKING FEES AND FREIGHT ON CHANGE-OF-MIND RETURNS A restocking fee of 25% of the item price applies to all approved change-of-mind returns, for every brand. • You arrange and pay for the return freight. Please use a tracked, insured service. The item is your responsibility until we, or the supplier, receive it. • Shipping charges from your original order are not refunded. • We will tell you where to send the return. It may be our Warwick Farm address or the brand's warehouse. Returns sent without approval may not be accepted. • If the item arrives back used, damaged or incomplete, we may refuse the return or reduce the refund to reflect its condition. CANCELLING AN ORDER Please contact us as soon as possible. If the supplier hasn't dispatched the order, we will cancel it and refund you in full. After dispatch, the order is treated as a change-of-mind return. Special orders can't be cancelled once we have placed them with the supplier. REFUNDS We will email you once we have received and inspected your return, and let you know whether the refund is approved and the amount, after any fees above. Approved refunds go back to your original payment method. Your bank may take a few extra business days to show the refund. EXCHANGES The quickest way to change an item is to return it under this policy and place a new order for the item you want. CONTACT US Phone: 0406 947 433 Email: sales@sbdsupply.com 4 In 1 Supply Pty Ltd trading as SBD Supply, ABN 60 674 034 256 8/72-74 Orange Grove Road, Warwick Farm NSW 2170