At Ball Mason Australia, we want our customers to be completely satisfied with their purchase and aim to remedy any warranty faults as quickly as possible.
Please familiarise yourself with our policy on refunds, returns and repairs and your rights under the Australian Consumer Law.
We also recommend you immediately inspect any goods that we deliver to you to ensure you are completely satisfied with the goods, including that the goods are of acceptable quality, and match the description we have provided to you. Please check your order upon receipt to ensure that it is consistent with the goods ordered. Product errors, shortfalls or any other issues with your order must be notified to us in writing within 7 days of receipt of your delilvery.
Change of Mind
Please choose carefully as refunds are not normally provided where you have simply changed your mind, made a wrong selection or found the goods cheaper elsewhere. Please preview any orders before adding them to your shopping cart and proceeding with your order. In some circumstances we will accept exchanges provided the goods are returned in pristine condition with their original packaging with freight paid by the purchaser. A 20% restocking fee will be applicable. Orders cancelled prior to packing will incur a $5.50 administration fee to cancel the order. This fee may be waived where a credit is held on your account to use against subsequent orders.
Goods Damaged in Transit
If any goods arrive damaged, please contact us as soon as possible. We may arrange to have the damaged goods returned to Ball Mason Australia and either arrange for a replacement of the goods or refund the price to you or grant a shop credit. In the case of broken products, if the value of the breakages is less than $20 excluding GST, we will not send individual replacements, and will issue refunds or credits only, provided that the additional transit insurance has been purchased.
Refunds will be made via the method of payment you used to make your online purchase. Refunds will normally be processed within seven (7) days.
If goods must be returned to Ozfarmer for assessment, you are responsible for the delivery charges to have the product returned to us. We recommend using a delivery method that allows tracking of your shipment to ensure that your product reaches us.
If we assess that the goods are covered by a manufacturer’s warranty and are able to be repaired or replaced, Ball Mason Australia will meet the cost of returning the goods to you.
Returns and Repairs
Goods must be returned within a reasonable time. This timeframe may vary from product to product and may depend on the type of product you purchased and the price you paid.
Goods returned for repair will be assessed and/or repaired within a reasonable time. You may be provided with an indicative repair time, which time may vary due to reasons beyond ours or the repairer’s reasonable control, such as part availability and incorrect fault description.
You may be required to pay labour, assessment and/or freight fees, such as where goods are assessed to have been damaged by misuse or accident, or where your rights under the Australian Consumer Law or any manufacturer’s warranty do not apply. We may provide you with an indicative fee, which fee may vary due to reasons beyond our control.
In some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
Where goods are replaced under warranty, the warranty period is not renewed but is deemed to start from the original purchase date.