Refund policy
At Royal Formwork Solutions & Hire, we strive to provide excellent customer service and ensure your satisfaction with every purchase. We understand that sometimes a product may not meet your expectations or requirements. This policy outlines our guidelines for returns and refunds on orders placed through our website, formworksolutions.com.au, including the options available to you.
1. Return Period
We accept returns within 7 days from the date of purchase. To be eligible for a return, the item must be in its original condition, unused, and in the original packaging. Please keep your order number, as we will need it as proof of purchase.
2. How to Make a Return
Before bringing an item back, please contact us on (02) 9642 2200 or at royalmail@formworksolutions.com.au. Have your order number ready. You will find it in your order confirmation email.
Online orders are returned to our Sydney Trade Centre at 14 Cosgrove Road, Strathfield South NSW 2136, where they are collected. If you ordered by phone through one of our trade centres, please return the item to that trade centre.
3. Options for Returns
a) Exchange: We are happy to offer you an exchange for a different item of equal or lesser value. If the new item is of greater value, you will need to pay the price difference.
b) Store Credit: Alternatively, we offer the option to receive a store credit for the returned item. This will allow you to make a future purchase with us. The store credit will be issued for the full amount paid for the original item.
4. Refunds
We understand that there may be circumstances where you prefer a refund rather than an exchange or store credit. Refunds will be issued to the original form of payment within 3 business days from the date the returned item is received and inspected. Depending on your bank or card provider, it may take a few more business days for the refund to appear in your account. Please note that any delivery or handling fees are non-refundable.
5. Exceptions
Certain items are excluded from our return policy due to hygiene, safety, or other reasons. The following items are non-returnable unless they are defective, or damaged when you collect them or when they arrive on site:
- All PPE (personal protective equipment)
- All boots
- Any custom-made product
- All columns and pier tubes
6. Condition of the Product
Returned items should be in their original condition, including any packaging, tags, and accessories. We reserve the right to refuse a return, or to charge a restocking fee, if the item has been used, damaged, or is not in its original condition.
7. Damaged or Defective Items
Please check your order when you collect it. If an item is damaged or defective when you collect it or when it arrives on site, please let our team know straight away. We will arrange for a replacement, exchange or refund, depending on the specific circumstances, at no additional cost to you.
8. Final Sale or Clearance Items
Certain products may be marked as "Final Sale" or "Clearance" and are not eligible for returns unless they are defective. This will be clearly indicated on the product page or during the checkout process.
9. Your Rights Under the Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer 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.
We believe that this policy allows flexibility while ensuring fairness and customer satisfaction. If you have any further questions or concerns regarding our returns and refunds policy, please don't hesitate to contact us on (02) 9642 2200 or at royalmail@formworksolutions.com.au.
Royal Formwork Solutions & Hire reserves the right to modify or update this policy at any time without prior notice.