This policy explains how to contact Win Win Building Supplies about a return, damaged product or refund. Your rights under the Australian Consumer Law are not excluded or limited by this policy.
Your rights under Australian Consumer Law
Products sold to consumers come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the problem, you may be entitled to a repair, replacement, refund or another remedy. The appropriate remedy depends on the circumstances, including whether a failure is major or minor.
Nothing in this policy changes the consumer guarantees or remedies available to you under applicable Australian law.
Incorrect, damaged or faulty products
If an item arrives damaged, is different from what you ordered, or appears faulty, contact our team as soon as practical. Please provide your order number, a description of the issue and photos where available. Photos can help us assess the issue, but are not a condition of your statutory rights.
We will review the issue and discuss an appropriate remedy in accordance with Australian Consumer Law. Please contact us before arranging a return so we can advise the safest way to handle large, heavy or sharp building materials.
Change of mind and order mistakes
Please double-check product profiles, colours, thicknesses, measurements, quantities and delivery details before submitting an order. If you change your mind or selected the wrong item, contact us promptly to ask whether the order can be changed or a return can be arranged. Change-of-mind returns are not automatically guaranteed; any voluntary return requires our prior agreement and may depend on the item and its condition.
Cut-to-length, custom and special-order materials
Some products are cut to your measurements or specially ordered. These products may not be eligible for a voluntary change-of-mind return once preparation has started. However, this does not reduce your rights if the products fail to meet applicable consumer guarantees.
How to request a return or refund
- Contact us with your order reference and the product concerned.
- Tell us what happened and whether you are requesting a refund, replacement, repair or assistance.
- We will explain the next steps and, where relevant, how collection or return transport will be arranged.
Refund timing and delivery costs
Where a refund is due, we will process it through an appropriate payment method. Timing depends on the payment provider or bank. Return, collection or delivery costs will be handled as required by applicable consumer law and the circumstances of your claim.
Contact our team
For return enquiries, please include your order number and contact details: admin@winwinbuildingsupplies.com.au