Refund and Guarantee Policy

Business Refund and Guarantee Policy

  1. Introduction

At The Braid Family Trust, we are committed to providing high-quality products and services to our valued customers. We want you to be completely satisfied with your purchase and experience. This Refund and Guarantee Policy outlines our guidelines for refunds, returns, and guarantees, ensuring compliance with the Australian Competition and Consumer Commission (ACCC) guidelines.

  1. Refunds for Products

2.1 Eligibility for Refunds

We offer refunds on products in the following circumstances:

  1. Defective or Faulty Products: If the product you receive is defective, faulty, or not as described, you are eligible for a full refund.
  2. Change of Mind: In accordance with ACCC guidelines, we are not obligated to provide a refund or exchange due to a change of mind. However, we understand that situations may arise, and we may, at our discretion, offer a refund or exchange on a case-by-case basis.

2.2 Return Process

To initiate a refund for a product, please follow these steps:

  1. Contact our customer support within [5] days of receiving the product and provide details of the issue.
  2. If required, we may request supporting documentation, such as photographs or videos, to assess the issue.
  3. Our customer support team will guide you through the return process, including providing you with a return address if necessary.
  4. Please ensure that the product is returned in its original condition, including all accessories, manuals, and packaging.
  5. Once we receive the returned product, we will assess its condition and process the refund within [10] business days.
  6. Refunds for Services

3.1 Eligibility for Refunds

We offer refunds on services in the following circumstances:

  1. Service Non-Performance: If we fail to provide the service as agreed, you are eligible for a full refund.

 

  1. Unsatisfactory Service: If you are unsatisfied with the quality or outcome of the service, we may, at our discretion, offer a partial or full refund.

3.2 Refund Request

To request a refund for a service, please follow these steps:

  1. Contact our customer support within [5] days of receiving the service and explain the reason for your dissatisfaction.
  2. Our customer support team will assess your request and may require additional information or clarification.
  3. If a refund is deemed appropriate, we will process it within [10] business days.
  4. Guarantees

4.1 Consumer Guarantees

We acknowledge and honour the consumer guarantees as outlined by the ACCC. These guarantees include, but are not limited to, guarantees of acceptable quality, fitness for purpose, and matching the description of the product or service.

4.2 Warranty Period

We provide a warranty period for our products and services as required by the ACCC guidelines. The length of the warranty period will be clearly stated for each product or service, and it begins from the date of purchase or completion.

4.3 Warranty Claims

If you believe a product or service is not meeting the consumer guarantees or experiences issues within the warranty period, please follow these steps:

  1. Contact our customer support and provide details of the issue.
  2. Our customer support team will guide you through the warranty claim process, which may include providing supporting documentation.
  3. If the claim is approved, we will repair, replace, or refund the product or service, as per ACCC guidelines, within [10] business days.
  4. Contact Information

For any questions, concerns, or assistance related to refunds, returns, guarantees, or this policy, please contact our customer support team at [contact details].

Note: This refund and guarantee policy is intended as a general guide and may need customization to fit your specific business requirements. It is advisable to seek legal advice to ensure compliance with the latest ACCC guidelines and regulations.