Delivery and refunds
Delivery fees and times vary for different products and are calculated based on the size and weight of your order and its destination. The delivery price for each order will be displayed during the checkout process, prior to payment and order confirmation and included in the total price of your order. Changes made to delivery address or delivery time after placing an order may incur additional charges, which we reserve the right to request to add to your original delivery charge. Delivery estimates calculated at checkout are based on delivery to the front door of a ground floor. Approval for requests to have items delivered past this point must be requested prior to an order being placed. This is a request and cannot be guaranteed. The request is based on courier availability and payment of this service.
Risk in the products passes to you on commencement of delivery. We do not accept liability for any loss, theft or damage to the products after delivery.
Delivery methods & locations
We work with a number of delivery partners and courier companies in order to deliver nationwide. Delivery is to a ground floor; if the delivery is in a multi-story building the delivery company will not travel past the ground floor front door.
For larger high value items, we may be able to offer alternate delivery service, however this is not available for all items and all areas. Our customer care team can confirm if this is available to your order and area, applicable fees and charges will apply for this service.
Our delivery partner may leave a card at the address and you will need to pick up the delivery from an Australia Post outlet or contact the courier company to arrange for redelivery.
We reserve the right to refuse delivery to specific locations for items we deem at high risk of loss or damage, and also areas that are inaccessible with standard courier and delivery services. In this case, you may choose to have an item delivered using your own couriers, in which case all insurance for loss or damage to the order caused by the delivery will be your responsibility.
You agree to pay any shipping and handling charges presented to you at the time you make a purchase.
We deliver most products Australia-wide. In some cases, we will only be able to deliver products in metropolitan areas. This information will be shown on the product listing. We are not able to accept orders for international delivery at this time.
It is important that you verify your information is correct before placing your order, especially your delivery address. If the address provided is incorrect and the package is returned, you will be billed for the additional shipping charges in order for your delivery to reach you. You agree to this by placing an order with us, we reserve the right to pass on applicable charges to you if you provide wrong address information. We also require a contact phone number, which may be used by the courier to arrange delivery. If we and our delivery partner have been unable to deliver your order due to your error or fault after 21 days or 2 attempts (whichever is sooner), we reserve the right to cancel your order. In these circumstances we will refund you the price of your order, less the delivery and handling fees incurred by us.
Our returns policy is in addition to your rights under the Australian Consumer Law. In general, we do not accept any return request due to reasons like change of mind or carefulness selection.
In addition to manufacturers' guarantees on selected products, BW Shutters provides a guarantee of acceptable quality on every product, by law. However, if for any product quality issue that occurs within an acceptable period of time or under the product warranty, you should contact our customer service within 24 hours after the issue occurs. We will review case by case.
Refunds and exchanges will not be accepted without a valid invoice.
Incorrect or missing items
If you have received an incorrect item or an item was missing, please contact our customer service within 24 hours of delivery.
Due to the nature of the following products, we will be unable to provide a refund or exchange on:
l Custom made and personalised products.
l Clearance items.