Returns Policy for Defective Items
At Hankerie Ecommerce, we are committed to providing you with high-quality products. We understand that occasionally, a product may not be perfect. This policy outlines your rights and our process for returning items that are defective or faulty, in line with the Australian Consumer Law (ACL).
Your Rights Under the Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer1 Law. If an item you purchase from us is defective, you are entitled to a remedy.
Under the ACL, you have a right to a repair, replacement, or refund if a product has a major fault. A major fault is when the item:
- has a problem that would have stopped someone from buying it if they had known about it.
- is significantly different from the description,2 sample, or demonstration model shown.
- is substantially unfit for its common purpose and cannot easily be made fit within a reasonable time.
- is substantially unfit for a purpose that you told the supplier about, and cannot easily be made fit within a reasonable time.3
- is unsafe.
If the fault is minor, we may choose to offer a repair, replacement, or refund at our discretion.
You are generally responsible for returning the product if it is safe and easy to do so. However, you are entitled to recover reasonable costs of returning a defective item from us.
How to Return a Defective Item
If you receive an item you believe is defective, please follow these steps:
- Contact Us: As soon as you notice the defect, please contact our customer service team immediately at [[email protected]]. Provide your order number, a description of the defect, and ideally, clear photos or a video showing the issue.
- Assessment: We will assess your claim. We may ask for more information or request that you return the item to us for inspection.
- Returning the Item: If we require the item to be returned, we will provide you with instructions on how to send it back. We will cover the reasonable cost of return shipping for confirmed defective items. Please retain proof of your shipping costs.
- Resolution: Once we receive and inspect the item, we will determine if there is a defect.
- If the fault is minor, we will decide whether to repair, replace, or refund the item.
- If the fault is major, you have the right to choose between a replacement or a full refund.
- Processing: We will process the agreed-upon resolution (repair, replacement, or refund) as quickly as possible, typically within 10 business days after receiving the returned item or agreeing on a resolution. Refunds will be issued to the original payment method used for the purchase.
Important Notes:
- Please do not attempt to repair the item yourself or have it repaired by a third party before contacting us, as this may affect your rights.
- Keep your proof of purchase (e.g., order confirmation email or invoice) as it will be required to process your return.
- This policy applies to items that are genuinely defective and does not cover damage caused by misuse, neglect, accident, or normal wear and tear.
This policy is in addition to your rights under the Australian Consumer Law. If you have any questions about a return for a defective item, please do not hesitate to contact us.