At Williams Architectural, your satisfaction is our top priority. We take pride in the quality of our products and are committed to resolving any issues promptly and fairly.

1. Standard Orders (Non-Custom Items)

We accept returns and exchanges for standard items that are unused and in their original condition within 30 days of delivery, unless otherwise stated.

Conditions:

1. The product must be unused, in original packaging, and include all manuals, parts, and accessories.
2. Shipping costs are non-refundable, and customers are responsible for return freight unless the return is due to an error by Williams Architectural.
3. If the return is due to our error or a faulty product, we’ll cover all return shipping costs.
4. Refunds will be processed after inspection and approval of returned items.

This policy does not affect your rights under 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.

2. Damaged or Defective Items

If your order arrives damaged in transit or defective, please contact us within 48 hours of delivery.

To assist with a delivery claim:

1. Take clear photos or a short video showing the damage at the time of delivery.
2. Email the media along with your order number to info@hardwarefittings.com.au.

After review, we’ll assist with a replacement, repair, or refund and coordinate the claim with our delivery partner.

3. Custom / Personalised Orders

Custom-made or personalised items are non-returnable and non-exchangeable, as they are produced to your unique design and specifications. Exceptions apply only if the item is faulty or incorrectly supplied.

4. Shipping & Fees

1. All returned items must be prepaid and insured by the customer.
2. A prepaid return label can be provided upon request; the label cost will be deducted from your refund.
3. Williams Architectural is not responsible for returns that are lost, stolen, or damaged in transit.

5. How to Initiate a Return

To arrange a return or exchange:
- Call +61 2 9160 7795 (Monday – Friday, 9 am – 6 pm Sydney time), or
- Email info@hardwarefittings.com.au with your order number, item details, and reason for return.

Our Customer Care team will guide you through the return or exchange process.

6. Refunds & Timing

1. Refunds are issued after inspection and approval of returned items.
2. Refunds are typically processed within 5–7 business days after receiving and inspecting your return.
3. Refunds include applicable taxes, duties, and VAT at the original exchange rate (for international orders).
4. We reserve the right to refuse refunds for items returned in used or unsalable condition.

7. International Orders

Please note that returns or exchanges are not available for international orders. We are unable to provide prepaid return labels or accept returned goods from outside Australia. If your international order arrives damaged or incorrect, please contact our Customer Care team for assistance, and we will work with you to provide an appropriate resolution.