A minimum 12 month warranty is applicable to all products unless stated otherwise (in the unlikely event that the item arrives damaged it must be reported with in 6 working days of receiving the item).
Warranty Claims:
ALL Claims need to be sent via email ( info@barstoolsplus.com.au ) To prevent unnecessary claim delays, we ask that the following is included in the initial claim email:
- Manual with missing parts indicated (if applicable)
- Images/Video clearly showing fault (if applicable)
- Images/Video clearly showing goods in the original packaging (if applicable)
- Note: All images and videos must be attached to emails at an appropriate size, we are not able to make a clear assessment of image thumbnails.
- Please do not dispose of items before contacting us. We may ask for items back to be inspected. We will not provide credit/refund in cases where goods have been disposed of before submitting a claim to us.
Faulty or Damaged in Transit Products:
- Send an email including pictures or video of the product received to info@barstoolsplus.com.au demonstrating the fault (If applicable, also include the manual with the part needed circled and inform the quantity). Also, provide a brief explanation of the fault and what you would prefer in the way of compensation or replacement parts/product.
- We will assess each situation on a case-by-case basis. We will advise on whether we will send replacement parts, offer a full or partial refund, or replace the product.
- Please do not to return the product to us unless instructed to do so. If we need the product returned, we will provide a return label. Any postage cost incurred by you the customer for return postage will not be refunded if a return label has been provided.
Missing or Damaged Parts under 12-month warranty:
- If a single part is missing or damaged, please specify using the instruction manual of what part they are missing or is damaged and the quantity needed. If possible mark the part in the manual and send us pictures of it.
- Once we receive the details of what is needed, we can issue for a part to be sent as soon as possible. We will send an email containing tracking information when it is available.
- Dispatch of spare parts from our warehouse can take up to 2 working days.
- If no spare part is available, we will provide an alternative resolution in line with Australian Consumer Law
Returns and Refund Procedure:
Refund will be back at the original way. Paid by PayPal- refund back to PayPal; paid by credit, refund back to credit. In all cases, please email us and we will advise if the product needs to be returned.
NOTE: We cannot refund to a different PayPal account or Credit card.
Return Due to change of mind ( 7 days )
We’re committed to helping you find that perfect piece. After receiving your item, if you decide it isn’t right for your space, or you just changed your mind, we understand.
We handle (“change of mind”) on a case-by-case basis with the ultimate goal of satisfying our customer. Any return requests can only be considered when submitted within 7 days of receiving your item.
Please send an email including pictures or video of the condition of the product received and an explanation on why they would like to return the product and to see if the item is eligible for return.
- We prefer that returns due to a change of mind are done so at the customer's ( your ) arrangement.
- If the return label provided to you, we will refund the total order amount MINUS initial postage, return postage, and restocking fee of 15%
- If the return label NOT provided to you, we will refund the total order amount MINUS initial postage and restocking fee of 15%
- If the customer ( You ) change their mind before the item is received and require the action of RTS (Return to Sender), we will refund the total order amount MINUS initial postage and restocking fee of 15%
- All items that are returned due to incorrect or incomplete delivery information will be treated as Change of Mind returns including items Returned to Sender due to being unclaimed
Recalls:
- In the event of a recall, we will advise of the procedure.