Your Rights To Return A Product
No refunds, credit or replacements are available if you have simply changed your mind about a product, made an incorrect choice, or failed to verify and accurately provide your information when placing an Order.
We will accept returns and provide a refund (or if you prefer, an exchange) on incorrectly supplied products, in the particular circumstances indicated below ("Defects and Problems with Products”) or where otherwise required under the Australian Consumer Law. Please contact our customer service representative by email to info@ zerofireaustralia.com.au or phone 1300 78 14 13.
Shipping/handling charges for returns will not be refunded unless the item has been returned because the reason the return is required is solely our error.
Where a refund is provided, the appropriate tax amount will be included with your refund.
If a promotional code or discount was used to purchase the item, only the actual price paid will be refunded.
Refunds will be processed within seven to 14 days of receiving your returned item. We will notify you via e-mail as soon as your refund is processed.
Defects and Problems with Products
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 goods fail to be of acceptable quality and the failure does not amount to a major failure.
The term "major failure" is defined in the Australian Consumer Law and includes but is not limited to;
Where the goods are substantially unfit for the purpose for which such goods are commonly supplied and cannot easily and within a reasonable time be remedied to make them fit for such a purpose; or where the goods are unsafe.
We will refund or replace a product as the case may be (with us or you deciding and determining the action to be taken according to whether the failure is major or non-major, as stated above) in the circumstances and to the extent required under the Australian Consumer Law if the product you receive does not match the sample or description, is substantially unfit for its intended or disclosed purpose, is not of acceptable quality (as defined in the Law), is unsafe, or if the alleged issue with the product is such that a reasonable consumer aware of the issue would not have acquired the product.
Where a refund or replacement is to be provided under the terms of this warranty, we may to the extent permitted under the Law require the return of the product to us before refunding or replacing it. We will pay for, or reimburse you for, any shipping costs to return the original product to us, provided you do so within 14 days of receipt. Otherwise, you will be responsible for such costs.
Replacement products are subject to the same warranties as the original.
You must retain your proof of purchase for any manufacturer warranty claims.
Refunds will be issued by direct deposit, cheque or refund to your chosen credit card at our discretion.
In order to obtain these remedies you must notify us within a reasonable time of supply of the goods. In this context a 'reasonable time' is from the time of supply until a time that it would be reasonable to expect the relevant failure to become apparent, considering the nature of goods. In many cases this will be 7 to 14 days, but in some circumstances may be longer. Please contact us via the help centre. Once contacted, we will advise you of the best way to return any products. We may not accept products returned without a Return Authorisation Number.
Except if and to the extent the Australian Consumer Law requires otherwise, replacement of products or refund and reimbursement of freight costs will not be made until the original product is received by us and your claim verified.
We aim to process refunds and replacements within 28 days of receipt by us of the original product.
We will not refund or replace a product where in our reasonable opinion the product has following sale to you become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with manufacturer's instructions, using it in an abnormal way or failure to take reasonable care.
Goods Return Authorisation - A Must Have
A Goods Return Authorisation (GRA) is required for both replacement of products and refunds. We will not unreasonably withhold the issue of a GRA.
To obtain a GRA or make a warranty claim, please call or email us:
info@ zerofireaustralia.com.au, or phone 1300 78 14 13
Organising the Return of Defective Products
Defective Products must be returned whenever we agree to replace the product or provide you with a refund.
Where you received a Defective Product by Australia Post, our Customer Service will email you a GRA code, Order number and contact details which you must affix to the product. It is your responsibility to organise return of the product. We will refund your shipping costs in the circumstances set out above.
When a Replacement Product is arranged:
Where a product is to be replaced (in accordance with the above procedures) a replacement for the same product that you ordered will be shipped to you at our expense after we have received your returned product.
Typically the delivery time for the replacement product will be the same as stated for the original product.
Replacement Products are provided with the same Warranty as the product returned.
When a Refund is given:
Refunds include all shipping and associated costs for the defective product.
No refund will be given to you until Zero Fire has received the defective product from you.
Refunds will be issued by credit to your credit card account.