Restoration Warehouse Pty Ltd (ABN 87 662 163 886)
9/35 Learoyd Road, Acacia Ridge QLD 4110 Phone: 07 3568 4925 · Email:
sales@restorationwarehouse.com.au
Last updated: 30 September 2026
This policy covers products bought from Restoration Warehouse.
Equipment hire isn’t covered here. It falls under the hire terms
confirmed with your hire quote.
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.
Our services also come with consumer guarantees under the Australian
Consumer Law.
Nothing in this policy excludes, restricts or changes any right or
remedy you have under the Australian Consumer Law or any other law that
can’t be excluded. If anything in this policy is inconsistent with those
rights, your rights under the law apply.
Start with a Return
Authorisation (RA)
Every return needs our approval and a Return Authorisation (RA)
number before it’s sent back.
- Contact us. Call 07 3568 4925 or email
sales@restorationwarehouse.com.au. - Give us the details. Include your order or invoice
number, the product, the problem, and photos or video where
relevant. - Wait for our instructions. If we approve the
return, we’ll give you an RA number and return instructions. - Label the parcel. Write the RA number clearly on
the outside of the parcel.
We may refuse to accept a return that arrives without an RA number,
or send it back to you at your cost. If your item is faulty, contact us
anyway and we’ll deal with it under the Australian Consumer Law.
Please don’t send back any chemical, liquid, aerosol,
battery, contaminated item or other regulated product without our
written instructions.
Faulty products
Contact us if you believe a product is faulty, unsafe, not as
described, or not fit for a purpose you told us about before you bought
it.
Inspection first. We may need to inspect or test the
product ourselves, or have the manufacturer or an authorised service
agent do it, before we decide on a remedy. We’ll keep you informed
during the assessment.
If the product is confirmed faulty:
- Major failure: you can choose a refund or a
replacement. Where it applies, you can instead keep the item and claim
compensation for the drop in value. - Minor failure: we may choose to repair it, replace
it, or refund you.
Freight for faulty products. If a product is
confirmed faulty, we’ll pay the reasonable freight to return it. Please
contact us before sending anything so we can arrange freight through our
account. If we’ve approved you arranging freight yourself, we’ll
reimburse the reasonable cost once the fault is confirmed. If a product
can’t be returned without significant cost, such as a large machine,
we’ll arrange collection or on-site inspection where the law requires us
to.
No fault found. Sometimes an inspection finds no
fault, or finds the problem came from misuse, accidental damage,
incorrect installation, incompatible use, lack of maintenance,
contamination, unauthorised modification or normal wear and tear. In
that case:
- a remedy may not be available under this policy;
- you’re responsible for freight both ways; and
- an inspection or testing fee may apply.
We’ll tell you about any inspection, testing or repair charge before
chargeable work goes ahead.
Damaged, short or wrong
deliveries
Please check your delivery as soon as you can after it arrives. If
the carton is visibly damaged, take photos before you open it. Keep the
product, carton, labels and packing materials.
We ask that you tell us within 2 business days of
delivery. That’s a request to help us claim from the carrier.
It isn’t a condition, and it doesn’t limit your rights under the
Australian Consumer Law. Please include:
- your order or invoice number;
- the affected product and quantity;
- photos of the product, packaging and delivery label; and
- any courier reference or delivery note.
Change-of-mind returns
The Australian Consumer Law doesn’t require us to give a refund,
exchange or credit if you change your mind, order the wrong item, find
it cheaper elsewhere, or no longer need it.
Change-of-mind returns are entirely at our
discretion. If we do accept one:
- Time limit: you must ask for the return within
30 days of delivery or collection. - Approval first: you need our approval and an RA
number before you send it. - Condition: the item must be unused, unopened,
uninstalled and in resaleable condition, in its original packaging with
all accessories, manuals and labels, and with proof of purchase.
Change-of-mind costs:
- You pay all freight, including the return freight. Original delivery
charges aren’t refunded. - A restocking fee of up to 15% of the item price may
apply. - If the item arrives back used, damaged, incomplete or not in
resaleable condition, we may refuse the return and send it back to you
at your cost, or reduce the refund to cover the loss in value. - If you’d like us to supply a return label, the full label cost is
payable by you. We’ll deduct it from your refund, or ask you to pay it
upfront.
Approved change-of-mind returns are refunded once the item has been
received, inspected and approved. The refund is less any restocking fee
and freight costs. We may offer a refund to your original payment method
or a store or account credit, at our choice.
Items not accepted for
change of mind
We don’t accept change-of-mind returns for:
- any dangerous goods, including sealed and unopened
items; - opened chemicals, liquids, powders, aerosols or other
consumables; - used, installed, assembled, activated or commissioned products;
- personal protective equipment, hygiene products or contaminated
goods; - special-order, made-to-order, indent, custom, configured or
cut-to-length items; - clearance, discontinued or final-sale items marked as such before
purchase; - products missing packaging, parts, manuals, accessories, seals or
labels; and - hire equipment, which is covered by your hire terms.
This list applies to change-of-mind returns only. It doesn’t affect
your rights if a product is faulty.
Proof of purchase
We may ask for proof you bought the product from us. That can be an
invoice, receipt, order confirmation, card statement or transaction
reference.
Refunds
- Faulty products: where you’re entitled to a refund
under the Australian Consumer Law, we’ll refund you to your original
payment method. - Trade accounts: refunds can be applied as a credit
to your account. Where the law gives you a right to a refund, you can
ask for it to your original payment method instead. - Change of mind: see “Change-of-mind returns”
above. - Timing: refunds are processed once the return has
been received, inspected and approved. Your bank or payment provider may
take extra time to show the refund on your account.
Manufacturer and supplier
warranties
Some products also come with a manufacturer or supplier warranty. How
long it lasts, what it excludes and how to claim all vary by product. We
can help point you to the right process.
A manufacturer or voluntary warranty is extra to your rights under
the Australian Consumer Law. It doesn’t replace them.
Chemicals and dangerous
goods
Chemicals and other regulated products may need special packaging,
carrier approval or disposal. Don’t post, courier or drop them back
without our written instructions.
Keep the product sealed, upright and away from anything it could
react with. Check the label and the current safety data sheet for
storage, spill and emergency information.
Pricing and listing errors
We take care to get prices and product details right, but mistakes
can happen. If a product is listed at the wrong price or with incorrect
details because of an error, we may do one of the following before
dispatch:
- contact you with the correct price or details and let you choose
whether to go ahead; or - cancel the order and refund anything you’ve paid for it in
full.
Limitation of liability
Nothing in this section excludes, restricts or changes any guarantee,
right or remedy you have under the Australian Consumer Law or any other
law that can’t be excluded.
Indirect and consequential loss. To the extent
permitted by law, Restoration Warehouse isn’t liable for indirect or
consequential loss arising from the supply or use of our products, or
from delays in delivery. That includes:
- loss of profit, revenue, jobs or contracts;
- equipment downtime;
- labour costs; and
- third-party claims.
Resale and trade use. Where goods are bought for
resale, or to be used up or transformed in a trade or business, the
consumer guarantees may not apply. In that case, and to the extent
permitted by law, our liability is limited to one of the following, at
our choice:
- replacing the goods or supplying equivalent goods;
- repairing the goods; or
- paying the cost of replacing or repairing the goods.
Equipment hire, servicing
and repairs
Equipment hire, workshop servicing, repairs, calibration and
special-order work are covered by the terms, quote or hire conditions
confirmed with you when you book. Those terms don’t exclude any right
that can’t lawfully be excluded.
Contact us
Phone: 07 3568 4925 Email:
sales@restorationwarehouse.com.au Address: 9/35 Learoyd
Road, Acacia Ridge QLD 4110