Return Policy

Introduction

At Radiantwrist (ABN: 16 065 645 936), we are committed to providing high-quality products and services that meet your expectations. This Return Policy outlines your rights and our obligations regarding returns, refunds, repairs, and replacements in accordance with the Australian Consumer Law.

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law or other applicable consumer protection legislation. Where this policy is inconsistent with the Australian Consumer Law, the Australian Consumer Law will prevail.

Your Rights Under Australian Consumer Law

Under the Australian Consumer Law, consumers have automatic rights and guarantees when purchasing goods and services. These consumer guarantees cannot be excluded and apply regardless of any manufacturer's warranty or our return policy. The consumer guarantees include:

For Goods

• Products must be of acceptable quality, fit for purpose, and match their description
• Products must be safe and durable
• Products must match any samples or demonstrations
• You own the goods once you purchase them
• Extra parts and repairs must be reasonably available

For Services

• Services must be provided with due care and skill
• Services and products resulting from them must be fit for the specified purpose
• Services must be delivered within a reasonable time when no time is set

Remedies for Failures

If our products or services fail to meet these consumer guarantees, you are entitled to a remedy. The type of remedy depends on whether the failure is major or minor:

Major Failures

A major failure occurs when:

• The product has a problem that would have stopped someone from buying it if they had known about it
• The product is significantly different from the description, sample, or demonstration model
• The product is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time
• The product is unsafe
• For services, the problem is so bad that the service cannot be used

For a major failure, you can choose to:

• Reject the product and receive a full refund
• Reject the product and exchange it for a product of the same type
• Keep the product and seek compensation for the reduction in value

Minor Failures

If the failure is minor and can be easily fixed, we can choose to provide a free repair instead of a replacement or refund. We must repair the product within a reasonable time. If we fail to do so, you can:

• Reject the product and choose a refund or replacement
• Have the product repaired elsewhere and recover reasonable costs from us

Custom-Made Products

As our blinds and curtains are custom-manufactured to your specific measurements and requirements, different terms apply compared to standard retail products:

Change of Mind

Because our products are made to order specifically for you, we cannot accept returns, exchanges, or provide refunds for change of mind, including if you:

• Change your mind about design, color, or style after ordering
• Find the product cheaper elsewhere
• Decide you no longer want or need the product
• Provided incorrect measurements or specifications

We encourage customers to carefully review all specifications, measurements, colors, and styles before finalizing orders. We offer consultation services and samples where appropriate to help you make informed decisions.

Manufacturing Defects

If your custom product has a manufacturing defect or does not meet specifications that we confirmed in your order, we will provide an appropriate remedy under Australian Consumer Law. Manufacturing defects may include:

• Faulty materials or workmanship
• Products that do not match confirmed specifications
• Products that cannot be properly installed due to manufacturing errors we caused
• Mechanisms that fail to operate correctly

Claims for manufacturing defects must be made within a reasonable time after delivery. Our standard inspection period is 7 days from installation or delivery, whichever is earlier.

Return Process

If you believe your product is faulty or does not meet consumer guarantees, please follow this process:

1. Contact us as soon as possible with your order number, description of the issue, and supporting evidence such as photographs
2. We will assess your claim and may arrange an inspection of the product
3. If your claim is valid under Australian Consumer Law, we will offer an appropriate remedy
4. If a return is required, we will provide instructions on how to return the product safely
5. We will cover reasonable return shipping costs for products that fail to meet consumer guarantees

What We Need From You

To process your return or warranty claim efficiently, please provide:

• Original order number and invoice
• Clear photographs showing the defect or issue
• Detailed description of the problem
• Date the issue was discovered
• Any relevant correspondence or documentation

Refunds

When you are entitled to a refund under Australian Consumer Law:

• Refunds will be processed to the original payment method within 14 business days of approval
• The refund amount will include the product price and any reasonable costs incurred as a result of the failure
• If you have had some use of the product before the failure, we may deduct a reasonable amount for that use
• Installation costs may be refunded where the product failure made installation useless

Repairs and Replacements

Where appropriate under Australian Consumer Law, we may offer repair or replacement instead of a refund:

Repairs

• Repairs must be completed within a reasonable time and at no cost to you
• Repaired products must not have reduced function, performance, or value
• We will arrange collection and return of products requiring workshop repairs
• On-site repairs will be scheduled at a mutually convenient time

Replacements

• Replacement products will be manufactured to the same specifications as the original order
• Replacements will be provided within a reasonable timeframe, typically matching standard manufacturing schedules
• Installation of replacement products is included where the original installation was paid for

Product Warranties

In addition to your rights under Australian Consumer Law, we provide the following voluntary warranties on our products:

Timber Blinds

• 5-year warranty on slats and mechanisms against manufacturing defects
• Excludes normal wear and tear, sun damage from extreme exposure, or damage from improper use

Aluminium Blinds

• 7-year warranty on slats and powder coating
• 5-year warranty on mechanisms
• Suitable for high-moisture environments when properly maintained

Thermal Drapes

• 3-year warranty on fabric and thermal backing integrity
• 5-year warranty on hardware and installation components
• Care instructions must be followed to maintain warranty coverage

Motorised Systems

• 10-year warranty on motor mechanisms
• 2-year warranty on remote controls and electronic components
• Software updates provided for smart home integration where available

These voluntary warranties are in addition to your consumer guarantee rights and do not limit those rights in any way. If a product fails during the warranty period, we will repair or replace it at no cost to you, provided the failure is covered by the warranty terms.

Exclusions

Our return policy and warranties do not cover:

• Damage caused by improper installation not performed by us
• Damage resulting from accidents, misuse, abuse, or negligence
• Exposure to extreme or unusual conditions beyond normal Australian climate variations
• Modifications or repairs performed by unauthorized third parties
• Normal wear and tear consistent with regular use over time
• Color fading from exposure to direct sunlight beyond reasonable expectations
• Failure to follow care and maintenance instructions
• Products damaged by pests, flooding, fire, or other force majeure events

These exclusions do not affect your rights under Australian Consumer Law where the failure is due to a problem with the product itself rather than external factors.

Timeframes

Under Australian Consumer Law, there is no set time limit for making a claim if a product fails to meet a consumer guarantee. However, the timeframe in which you can take action depends on the type of product and how long it should reasonably last. For our products:

• Major structural issues: Up to 10 years depending on product type
• Mechanisms and operating systems: 3-7 years depending on product
• Aesthetic issues: Reasonable period based on expected product life

We recommend inspecting products upon delivery or installation and notifying us of any issues within 7 days to ensure prompt resolution.

Shipping and Handling

For returns authorized under this policy:

• We will cover return shipping costs for products that fail to meet consumer guarantees
• Products must be packaged securely to prevent damage during transit
• We may arrange collection service for large or fragile items
• You are responsible for products until they reach us, so we recommend using tracked, insured shipping
• Products returned without authorization may not be accepted

Cancellations

Before Manufacturing Begins

Orders can be canceled for a full refund if manufacturing has not yet commenced. Please contact us immediately if you wish to cancel an order.

After Manufacturing Begins

Once manufacturing of custom products has begun, orders cannot be canceled without incurring costs. Cancellation fees will reflect the work completed and materials used up to the cancellation point. We will provide a detailed breakdown of applicable charges.

Cancellation by Us

We reserve the right to cancel orders in exceptional circumstances, such as:

• Inability to source specified materials
• Significant errors in pricing or product specifications
• Force majeure events preventing manufacturing or delivery

If we cancel your order, you will receive a full refund of any payments made, plus reasonable compensation for any costs you incurred in reliance on the order.

Dispute Resolution

If you have a complaint or dispute regarding a return, refund, or warranty claim:

1. Contact us directly to discuss the issue. Most concerns can be resolved through direct communication.
2. If we cannot resolve the matter to your satisfaction, you may escalate to our management team.
3. For unresolved disputes, you may contact your state or territory consumer protection agency or Fair Trading office.
4. You may also seek independent advice or lodge a complaint with the Australian Competition and Consumer Commission (ACCC).
5. As a last resort, disputes may be resolved through state tribunals or courts.

We are committed to resolving all disputes fairly and in accordance with Australian Consumer Law.

Contact Us

For returns, refunds, warranty claims, or questions about this policy, please contact us:

Changes to This Policy

We may update this Return Policy from time to time to reflect changes in our practices or legal requirements. The updated version will be posted on our website with a revised "Last Updated" date. Your rights under Australian Consumer Law remain unchanged regardless of policy updates.