Refund policy
REFUNDS & RETURNS FOR SALE ITEMS
Consumer Guarantees
Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at www.consumerlaw.gov.au.
If a product has a minor defect, we will provide a repair or offer you a replacement or a refund. If a product has a major defect, you are entitled to:
Reject the goods and receive a refund.
Reject the goods and receive an identical replacement, or one of similar value if reasonably available.
Have the goods repaired, if a repair is available on the goods.
Keep the goods and receive compensation for the drop in value caused by the problem.
If you think that a product is defective you should contact us and we will assist you. A photo may be requested to assist with the assessment of your claim. Where a product is defective and needs to be replaced or repaired, return shipping will be arranged at the expense of The Festoon Guys. If a product is replaced, your replacement product becomes your property and the returned product becomes our property. When a refund is given, the returned product becomes our property. Refunds or replacement product will not be issued until the defective goods are received by The Festoon Guys.
The Festoon Guys Warranty
The Festoon Guys (The Festoon Guys) also offers a standard 1 year warranty for domestic use and 3 months for commercial use against defects on all products. This is our warranty. You also have consumer guarantees under the Australian Consumer Law (see above).
If you believe that a The Festoon Guys product has an unsatisfactory defect, please contact us for assistance. The Festoon Guys will then determine whether to make a refund or provide a repair or replacement. We encourage the notification of claims under this warranty within 90 days by offering to pay for the return of a product where a claim is notified within that time and we determine that the product is defective. Other cases will be considered on their merits. Where claims are made more than 90 days after delivery, we will need full details about the way the product has been used and it may be necessary for us to make further enquiries. Where a refund is given for a product, and the claim is not covered by a consumer guarantee, it may be given as a Refund Credit to Your Account.
Replacement products are covered by the same warranty as well as by consumer guarantees (see Consumer Guarantees above).
Damage to products during the delivery process
Any problems that you may experience with your The Festoon Guys product will be rectified with priority. If you receive your product and it is damaged or faulty from the shipping process we will arrange for your product to be replaced or a refund or store credit will be issued if a replacement is not available. If you receive a damaged item, please notify us within 48 hours by email (enquiries@nationalhiresupplies.com.au) and we'll take care of the rest.
Returning a Product if You Change Your Mind
If you change your mind about a purchase or make an incorrect choice, we may at our discretion provide you with a store credit within 14 days of delivery for unopened products. This credit does not include delivery costs or costs incurred to process original order payment such as credit card and PayPal fees. Please note that a restocking fee of 20% may also apply if the goods are returned. A restocking fee will be determined on a case-by-case basis.
Cancelling an order if You Change Your Mind
If you change your mind about a purchase or make an incorrect choice after an order has been placed, please contact us to advise us that you wish to cancel your order. If the order has not been dispatched we may at our discretion provide you with a refund or store credit. This refund or credit does not include costs incurred to process original order payment such as credit card and PayPal fees. If your order has been dispatched please see above - Returning a Product if You Change Your Mind.
Return Authorisation Number - Required
A Return Authorisation (RA) number is required for replacement products and refunds.
Where The Festoon Guys has provisionally determined that a product is defective, The Festoon Guys will issue you with an RA number. Products cannot be returned without an RA. The product should be returned to The Festoon Guys within 30 calendar days of the issuance of the RA. Where possible, all products should be packed in the original, unmarked packaging including all accessories, manuals, documentation and registration that shipped with the product. If the accessories are not included, only a partial refund will be applied.
Organising the Return of Products
Products must be returned whenever we agree to provide you with a refund or replacement. Where you have received a defective product, we will make arrangements with our courier service for collection of the product, and will notify you when they will collect this from you. Pickup times are between 9am and 5pm, Monday to Friday. The Festoon Guys will email you a PDF voucher containing an RA which you must affix to the product for collection.
When a Replacement Product is arranged
A replacement for the same product that you ordered will be shipped to you at our expense after we have received your returned product. The delivery time for the replacement will be the same as stated for the original product.
Our Liability
To the extent permitted by law:
We will not be liable for any loss of income, loss of profits, loss of contracts or for any indirect or consequential loss or damage of any kind howsoever arising and whether caused by tort (including negligence), breach of contract or otherwise.
Our maximum aggregate liability for any product supplied to you whether in contract, tort (including negligence) or otherwise shall in no circumstances exceed the amount payable by you to us in respect of the product(s) in question.
WARRANTY INFORMATION FOR SALE ITEMS
The benefits conferred by the The Festoon Guys (The Festoon Guys) warranty are in addition to all implied warranties, other rights and remedies in respect of the product which the consumer has under the Trade Practices Act and similar State and Territory Laws. The original purchaser of the The Festoon Guys product is provided with the following warranty, subject to the following conditions. This product is warranted for a period of 1 year from the date of purchase for all parts defective in workmanship or materials. Should an instance occur where the product is deemed faulty, the product will need to be returned to The Festoon Guys to be repaired, replaced or refunded. In order to obtain this warranty, proof of purchase must be presented and the following warranty conditions met.
Warranty Conditions
This warranty is only valid for products used according to the manufacturer’s instructions.
This appliance must not be unscrewed, modified or changed in any way.
Connection must be to the voltage requirements as specified in the rating label located on the products.
The manufacturer does not accept liability for any direct or consequential damage, loss or other expense arising from incorrect use, misuse or incorrect installation, assembly and operation of the product.
Warranty will only be given where proof of purchase is provided, e.g. original invoice.
If you believe that an The Festoon Guys product has a defect, please contact us for assistance. The Festoon Guys will then determine whether to make a refund or provide a repair or replacement. We encourage the notification of claims under this warranty within 90 days by offering to pay for the return of a product where a claim is notified within that time and we determine that the product is defective. Other cases will be considered on their merits. Where claims are made more than 90 days after delivery, we will need full details about the way the product has been used and it may be necessary for us to make further enquiries. Where a refund is given for a product, and the claim is not covered by a consumer guarantee, it may be given as a Refund Credit to Your Account.
Replacement products are covered by the same The Festoon Guys warranty as well as by consumer guarantees (see Consumer Guarantees below).
Consumer Guarantees
Consumer guarantees apply under the Australian Consumer Law. Nothing in these Terms and Conditions excludes the application of those guarantees. For more information about your rights as a consumer, see the Australian Consumer Law website at www.consumerlaw.gov.au.
If a product has a minor defect, we will provide a repair or offer you a replacement or a refund. If a product has a major defect, you are entitled to:
Reject the goods and receive a refund
Reject the goods and receive an identical replacement, or one of similar value if reasonably available
Have the goods repaired, if a repair is available on the goods
Keep the goods and receive compensation for the drop in value caused by the problem.
If you think that a product is defective, please contact The Festoon Guys for assistance. A photo may be requested to assist with the assessment of your claim. Where a product is defective and needs to be replaced or repaired, return shipping will be arranged at the expense of The Festoon Guys . If a product is replaced, your replacement product becomes your property and the returned product becomes the property of The Festoon Guys. When a refund is given, the returned product becomes the property of The Festoon Guys. Refunds or replacement product will not be issued until the defective goods are received by The Festoon Guys.