Project Description

RETURNS

This policy sets out the circumstances in which goods or services (“Goods”) supplied by Diamond Surface Armour Pty Lid (“Stone Guys or Stone Guys International”) to a customer (“you”) will be accepted for return.

AUSTRALIAN CONSUMER LAW

The sale of Goods by Stone Guys will be subject to certain laws including, without limitation, the Australian Consumer Law (“ACL”). Our Goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable 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.

This policy is in addition to any rights you have at law including under the ACL which is Schedule 2 of the Competition and Consumer Act, 2010 (“Act”).

RETURNS POLICY

NO CHANGE OF MIND RETURNS

Please choose carefully as Stone Guys does not accept return of goods or refund of services booked and/or confirmed by but not limited to; the return of signed paperwork, signed quotation, email acceptance, verbal acceptance. Because you change your mind or make a wrong decision about Stone Guys’s goods or services.

ASSESSMENT OF GOODS & SERVICE/ REPAIRS FOR RETURN or RECTIFICATION

Stone Guys reserves the right to assess the eligibility of Goods, Services and Repairs for return or inspection (including the condition and age of the goods, service or repair) or eligibility of a service fault or claim including workmanship, visual, aesthetic, expectation or finish, BEFORE accepting them as returned. All Goods, Services and Repairs which a customer wants assessed for return or inspection must be:

1. accompanied by proof of purchase from Stone Guys either by providing a receipt or other proof of transaction; and

2. unmarked and complete with instruction books and accessories such as cloths, compounds, pads, batteries, battery chargers, connectivity cables and any other out of box accessories supplied as part of the purchase.

Services which a customer wants assessed or inspected for claim, chargeback, alteration or rectification must be:

1. accompanied by proof of purchase from Stone Guys either by providing a receipt or other proof of transaction including the booking and service or repair date; and

2. unmarked, unaltered, untouched from the date of repair or service.

3. any other products or services supplied as part of the purchase of service or repair.

4. contact must be made via email within 48 hours of the service or repair being completed or the scheduled date, whichever is sooner.

5. supply the original photos as per the original quotation and inquiry along with the photos of any service or repair claim for assessment from the same angles and distance

Please note that it may be necessary for the manufacturer, supplier or repair agent of the Goods, Services or Repairs to inspect the Goods, Services or Repairs in order to assess eligibility for return or claim. Stone Guys will endeavour to procure such assessment within a reasonable time.

While Goods, Services or Repairs are being assessed, Stone Guys will not be deemed to have accepted the Goods, Services or Repairs for return or inspection or a claim.

WHEN GOODS, SERVICE or REPAIRS WILL BE ACCEPTED FOR RETURN

Except where required under the ACL or other applicable consumer protection laws or regulations, Stone Guys will accept Goods for return or inspection in accordance with this Returns Policy and only after assessment as set out above, where the Goods, Service or Repairs are returned in the compliance with 1. and 2 or 1. – 5. above and:

1. fail to meet a consumer guarantee under the ACL; or

2. are subject to any express warranty given by:

(a) Stone Guys; or

(b) the manufacturer of the goods;

and the goods, service or repairs are returned or inspection in accordance with the terms of that warranty.

Returns Policy

WHEN GOODS OR SERVICES WILL BE ACCEPTED FOR RETURN OR REPAIR

Except where required under the ACL or other applicable consumer protection laws or regulations, Stone Guys will accept Goods for return in accordance with this Returns Policy and only after assessment as set out above, where the Goods are returned in the compliance with 1. and 2. above;

or Except where required under the ACL or other applicable consumer protection laws or regulations, Stone Guys will accept Service for a repair service call in accordance with this Returns Policy and only after assessment as set out above, where the Service has been inspected in the compliance with 1. and 5. above and

1. fail to meet a consumer guarantee under the ACL; or

2. are subject to any express warranty given by:

(a) Stone Guys; or

(b) the manufacturer of the goods;

and the goods are returned in accordance with the terms of that warranty. All services requests or claims must be made with in 48 hours of the initial repair or booking date, whichever is sooner.

WHAT HAPPENS WHEN GOODS OR SERVICES ARE ACCEPTED FOR RETURN OR SITE INSPECTION?

Subject to any obligation of Stone Guys at law to the contrary, when Stone Guys accepts Goods or Service for return or inspection:

1. for a failure to comply with a consumer guarantee which is not a “major failure”, Stone Guys may either:

(a) have the goods replaced provide an identical replacement ; or

(b) provide a refund of the amount paid for the goods;

within a reasonable time.

2. for a failure to comply with a consumer guarantee which cannot be remedied or a “major failure” (as defined in the ACL), you may either:

(a) reject the goods and choose a refund or identical replacement or one of the same type and similar value (if reasonably available);

(b) keep the goods and get compensation for any drop in value of the goods caused by the failure; or

(c) agree with Stone Guys to a repair of the service provided; and

3. under express warranty, Stone Guys may either repair or replace the goods or offer a refund in accordance with the express warranty.

A “major failure” is defined in the ACL and broadly is one where a reasonable consumer would not have acquired the goods had the consumer been fully aware of the failure, the goods are unsafe, substantially unfit for purpose or departed significantly from the demonstration model or sample. In this regard you should refer to the ACL.

If you reject goods purchased from Stone Guys in accordance with the ACL, you must return the goods to Stone Guys. If the goods cannot be returned without significant cost to you as prescribed under the ACL, you may ask Stone Guys to collect the goods.

If goods are accepted for repair, Stone Guys will undertake such repairs within a reasonable time.  All repairs will be undertaken as prescribed under the ACL.

If you are entitled to a refund under the ACL, your refund will be issued by credit card, cheque, EFT or PayPal depending on your original payment method for the goods.

WHAT HAPPENS AFTER YOUR GOODS OR SERVICE ACCESSED FOR CLAIM?

After your Goods have been access as a claim or services to be repaired. Replacement Goods become available, as the case may be, Stone Guys will contact you to make arrangements for delivery of your Goods. Stone Guys will only pay for delivery of the Goods if they were repaired or replaced because of a major failure or if Stone Guys is required by law to meet the delivery cost. In the case of a service or repair approval of claim, Stone Guys will contact you within a reasonable time to arrange a service or repair call. All approved service or repair claims must be repaired within 28 days from the date of approval. Older than 28 days will void any previous claim approval or chargeback.

THIRD PARTY PRODUCTS

Certain third party suppliers such as Diamond Surface Armour sell goods directly to customers utilizing premises and systems provided by Stone Guys (“Third Party Sale”). Please refer to the relevant supplier for the return of Goods purchased under a Third Party Sale.

NON RETURNABLE GOODS OR SERVICES

Except where required under the ACL or other applicable consumer protection laws or regulations, the following products are not eligible for return:

• Electronic software downloads;

• Subscriptions to the software update programmes;

• Opened products has been used, copied or disclosed;

• Gift Cards and recharge cards to extent they have been used or expired.

Except where required under the ACL or other applicable consumer protection laws or regulations, opened software cannot be returned if it contained a seal with the software license on the outside of the package and you could read the software license before opening its packaging.

PRESCRIBED INFORMATION REGARDING REPAIR OF GOODS OR SERVICES

Goods or Services returned or inspected for repair which are capable of retaining “user-generated data” as defined under the Act, may as a result of the repair, be subject to loss of data.

Goods or Services presented for repair or inspection may have similar repairs made of the same type made. Refurbished parts may be used to repair services.

ONLINE SALE RETURNS

The process for return of Goods purchased from Stone Guys online is set out in this Returns Policy with the additional requirement that you need to first obtain a Tracking Number (“TN”) to identify your Goods.

If you purchased Goods online via Stone Guys’s website and you would like to return them, you should first contact our Customer Services Department @ sales@stoneguys.com.au who will give you a TN “”and indicate where the Goods should be sent for assessment of eligibility for return.

If you reside within NSW or the QLD, you may return the Goods to a Stone Guys outlet of your choice provided you first contact the Customer Services Department to obtain a TN and otherwise meet the requirements of this Returns Policy.

STATUTORY RIGHTS NOT AFFECTED

This Returns Policy will not affect your statutory rights including those under the ACL.  To the extent of any inconsistency between this policy and your statutory rights, your statutory rights will take precedence.

FURTHER INFORMATION

If you have a question in relation to this Returns Policy or believe that Stone Guys or any of our staff have not observed your rights under the ACL, please do not hesitate to contact Stone Guys by writing to:

Customer Service

Stone Guys International

Clontarf DC Auspost

Clontarf DC. QLD. 4019

Stone Guys International
ABN 12 615 493 742

FREE QUOTE

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