Returns & consumer guarantees.

Your rights

This policy explains returns for purchases from Cabinet Hardware Direct (CHD). It does not exclude, restrict or replace rights or remedies you have under Australian law.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Change of mind

CHD does not offer returns, exchanges or refunds simply because you change your mind, order the wrong item or quantity, or no longer need the goods. This includes special-order and custom goods. This does not affect your rights if goods are faulty, incorrectly supplied, misdescribed or otherwise fail to meet a legal requirement, including where you relied on advice we provided.

Reporting a problem

Contact CHD at support@cabinethardwaredirect.com.au. Describe the product and problem and provide proof that you bought it from CHD. An invoice or order number is helpful, but other reasonable evidence, including a payment record that identifies the purchase, is accepted. We may request further information to identify the purchase and assess the issue.

Photos can help where available, but are not the only way to establish a problem. Original packaging is not required for a consumer-guarantee claim. Please report delivery damage or missing or incorrect items promptly; there is no five-day cutoff on your statutory rights.

Please contact us before posting goods so we can explain the appropriate return or assessment arrangements. This request does not make your legal rights conditional on prior approval. For installed, heavy or difficult-to-return goods, contact us to discuss collection or assessment before arranging removal.

Assessment and remedies

CHD may assess the goods before determining the appropriate remedy. Where the Australian Consumer Law applies, a major failure gives you the choice of a refund or replacement, subject to the law's conditions. You may instead keep the goods and claim compensation for their reduced value.

For a minor failure that can be remedied, CHD may choose an appropriate repair, replacement or refund, without charge. If the failure is not remedied within a reasonable time, further remedies are available under the law. Statutory refunds are not restricted to store credit.

A manufacturer's warranty period does not set the duration of your consumer-guarantee rights. Those rights depend on the goods and circumstances. Problems caused by your misuse do not create a consumer-guarantee entitlement for that damage; this does not remove rights for an unrelated defect.

Return and assessment costs

Goods that can be readily posted or returned should be returned for assessment. If a covered problem is confirmed, CHD reimburses reasonable return costs already paid; please retain evidence of those costs. For faulty goods that are large, heavy or difficult to remove, CHD bears the reasonable collection or shipping costs required by law.

If assessment finds no problem with the goods, reasonable collection and inspection costs may be payable only where lawful and after we have supplied an estimate before collection or assessment and obtained your agreement. There is no automatic assessment or restocking fee for a statutory remedy.

Manufacturer warranties

Some products may have a separate manufacturer's warranty. Any such additional cover is governed by that manufacturer's actual terms for the product. This policy does not create an additional CHD warranty. You can contact CHD about your rights against CHD without first pursuing the manufacturer.

Cancellations and backorders

We do not offer a general right to cancel an accepted order for a change of mind. Contact us promptly to request a cancellation; acceptance depends on the order's circumstances and your legal rights. No blanket cancellation fee applies under this policy.

Backorder and delivery estimates do not remove your legal rights. If supply is delayed or unavailable, contact us to discuss the appropriate solution, including a refund where required by law. Any proposed substitute or revised arrangement requires your agreement.

Trade purchases

Having an ABN or a trade account does not, by itself, remove consumer rights. Whether the consumer guarantees apply depends on the purchase and its purpose. This policy does not exclude any other rights that apply to your transaction.