Refund policy
Flexible 90-Day Returns for Confident Design Decisions
Selecting door hardware online should feel considered—not uncertain.
Our 90-day return window gives you the flexibility to ensure each piece works seamlessly within your space.
If something isn’t quite right, our team will guide you through the process clearly and efficiently.
Returns at a glance
- 90 day returns on eligible items
- Change-of-mind returns accepted on unused, uninstalled products in original packaging
- Customers are responsible for return shipping costs for change-of-mind returns
- Faulty or incorrect products will be replaced, refunded, or resolved at no cost to the customer
- Returns require prior approval via hello@assemblydoorware.com
90-day returns
We accept returns for both faulty and change-of-mind purchases within 90 days of delivery.
Returns are accepted for non-defective products, provided items are returned in original, unused condition and in their original packaging.
To be eligible for a return, items must be:
- Unused and uninstalled
- In original, undamaged packaging
- Complete with all components, fixings, and internal packaging
Your order number and proof of purchase are required.
To request a return, please email hello@assemblydoorware.com with your order details and a brief note outlining the reason for return.
Once approved, we will issue a Return Authorisation and confirm the correct return address.
Items sent back without prior approval will not be accepted.
Return shipping costs are the responsibility of the customer unless the item is faulty.
Change of mind returns
If your selection isn’t right for your project, you can return eligible items in line with the conditions above.
For change-of-mind or incorrect choice returns:
- Return shipping is the customer’s responsibility
- Original shipping charges are not refunded
Restocking fees don’t apply to most of our products.
If a supplier does require one, we’ll confirm this with you upfront and guide you through the next steps before proceeding.
Condition & packaging requirements
To ensure products remain suitable for future customers, all returned items must arrive in resalable condition.
Returns will be declined if:
- The product has been installed, used, or altered
- Internal packaging has been opened or removed
- Items are scratched, marked, or damaged
- Original packaging is damaged, marked, or missing
Items must be returned inside a protective outer carton.
Shipping labels or tape must not be applied directly to product packaging.
Any items returned with damaged or marked packaging will not be accepted.
Items damaged in return transit will not be refunded or exchanged.
Faults, damage or incorrect items
Please inspect your order as soon as it arrives.
If an item is faulty, damaged, or incorrect, contact us immediately with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Once confirmed, we will arrange a replacement, repair, or refund in line with your rights under the Australian Consumer Law.
Customers are responsible for return shipping costs for change-of-mind returns. For faulty or incorrect items, return shipping costs will be covered by Assembly Doorware.
Non-returnable items
The following items are not eligible for return:
- Custom or made-to-order products
- Special finishes or non-standard configurations
- Installed or altered items
- Items not returned in original packaging
- Clearance or final sale items
- Gift cards
If you’re unsure, we recommend checking with us before placing your order.
Exchanges
If you’d like to exchange an item—such as selecting a different finish or function—the simplest approach is to:
- Request a return for the original item
- Place a new order for your preferred item
This ensures availability and keeps the process moving efficiently.
Return process
Once your return is approved:
- A Return Authorisation will be issued
- The correct return address will be provided (this may vary depending on the supplier or brand)
- Your return must be sent in accordance with the provided instructions
Orders containing multiple brands may require separate returns.
Processing & refunds
Once your return arrives, please allow up to 7 business days for inspection and processing.
We will confirm once your return has been assessed.
If approved:
- Refunds are issued to your original payment method within 10 business days
- Any confirmed restocking fee will be deducted from the refund
- Original shipping charges are not refunded unless the item is faulty or supplied in error
Your bank or payment provider may take additional time to process the transaction.
If more than 15 business days have passed since your refund was approved, please contact hello@assemblydoorware.com.
Need help?
If you need guidance—whether selecting the right product or organising a return—our team is here to help, every step of the way.