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Returns Policy

1. Background

HomePal Technology Pty Ltd (ACN 627 330 214) (HomePal or we) supplies various goods, including appliances, decorations, furniture and lighting and we want you to be completely satisfied with your purchase.

We recommend you read our returns policy prior to making a purchase from HomePal, so you are familiar with:

(a) our policy on refunds, returns and repairs; and

(b) your rights under the Australian Consumer Law (ACL).

2. Change of mind

When you buy, you should choose carefully. You do not automatically get a refund for simply changing your mind or making an incorrect purchase. We may, at our discretion, decide to agree to this on a case by case basis.

3. Consumer Guarantees

Where the ACL applies, our goods come with guarantees that cannot be excluded under the ACL, which cannot be excluded, including guarantees that the products will be of acceptable quality (Consumer Guarantees).

You are entitled to a replacement or refund for a major failure (the product is unsafe) 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.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

4. Remedies available

All products sold by HomePal come with warranties provided by the manufacturers. We will arrange for the repair or replacement (at our discretion) of any defective parts of goods or defective goods directly purchased from us.

Many manufacturers have dedicated support centres designed specifically to deal with issues in relation to their products and may even provide in home support and advanced troubleshooting. You may therefore prefer to contact the manufacturer direct rather than HomePal, although you are not obliged to do this.

If we elect to replace the defective goods, we will replace the goods with the same type of goods or a comparable or close equivalent, taking into account features, quality, specifications and availability of the goods.

If HomePal is unable to repair or replace the defective goods, we will provide you with credit for the value of the price paid for the goods, unless we are required to provide a refund under the ACL.

5. Conditions for claiming a refund

To claim a refund or a credit, the following additional conditions must be met:

(a) you must have installed the goods properly;

(b) you must have used, handled, installed, maintained and operated the goods in accordance with our instructions and, if applicable, the manufacturer’s instructions, in normal environmental conditions;

(c) you must provide us or our agent, at our request, with easy access to the goods and any fixtures used to operate them;

(d) you must be the original purchaser of the goods from us;

(e) you must provide proof of purchase of the goods (eg order number, receipt or invoice);

(f) you must follow the claim procedure outlined in section 6below; and

(g) the goods must not have been subject to accident, neglect, abuse, abnormal use or stress (such as operating the goods in environments in excess of recommended temperatures, excessive switching cycles and operating hours), misuse, acts of God, improper installation or storage, fire, vandalism or other force majeure event.

6. Claims procedure

You should follow the following steps to make a claim for refund or credit:

(a) contact the HomePal customer support team on 1300 988 600 during business hours or at support@homepal.com.au;

(b) provide proof of purchase of the goods (eg order number, receipt or invoice); and

(c) provide complete details about the issues you are experiencing with the goods.

HomePal needs to be satisfied that the product is faulty, the cause of the fault and that the problem with the goods was not your fault. HomePal reserves the right to have returned goods assessed within a reasonable timeframe by the manufacturer to determine this, including whether the goods are defective or simply require some form of basic troubleshooting. Where a product is damaged through misuse, accident or abnormal use, the ACL or any manufacturer’s warranty may not apply, and HomePal may choose not to provide a refund, exchange or repair (if applicable).

7. Limitations

HomePal’s returns policy does not cover the following:

(a) costs associated with return freight, transportation or delivery of the goods, unless expressly authorised by us at our discretion;

(b) costs associated with the installation and dismantling of the defective goods, or re-installation of the repaired or replaced goods;

(c) any damage to, or loss of, goods that occurs during transportation, installation, dismantling or re-installation of the goods;

(d) any physical damage to the goods that is not caused by us;

(e) damage to goods caused by misuse or negligence, whether accidental or intentional, including damage caused by failure to routinely maintain the goods;

(f) fair wear and tear, including but not limited to, rusting, corrosion or mould; and

(g) repairs carried out by repair agents that are not expressly authorised by us.

Despite the above, we may be required to pay some of the above costs under the ACL.

8. Contact us

For any questions about HomePal’s returns policy, please contact us on 1300 988 600, or at support@homepal.com.au.

 

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