Returns & Exchanges

At Barwon Timber, we are happy to assist customers who wish to return or exchange goods purchased online. Our returns policy is in addition to your rights under Australian Consumer Law.

Return Timeframe: All returns must be made within 30 days of receiving your item.

Conditions for Returns: To be eligible for a return, the item must be:

• Unused
• In its original packaging
• In saleable condition

Returning Online Purchases: You can return online purchases in-store with the tax invoice, or by contacting our Customer Support team at online.sales@barwontimber.com.au for assistance.

Return Expenses: The customer is responsible for any costs associated with returning products.

Exceptions: We cannot offer a change of mind refund or exchange on the following items:

• Special order goods
• Custom-made products (e.g., specialty doors)
• Products specifically cut to size at your request
• Items with opened packaging
• Tinted paints

These items may still be returned if they are faulty, not fit for purpose, or do not match the sample or description.

Other Returns & Exchanges: Our products come with guarantees under Australian Consumer Law. If a product fails to meet these guarantees, you are entitled to a replacement, refund, or compensation for any reasonably foreseeable loss or damage.

We will accept returns and offer a replacement, refund, or repair if:

• The product is faulty or of unacceptable quality
• The product is not fit for its intended purpose
• The product does not match the sample or description

Please keep your receipt as proof of purchase, as it may be required for returns. Our staff can guide you on whether a refund, exchange, repair, or replacement is appropriate.

Product Assessments: Some products may need to be assessed before a refund, replacement, or repair can be processed. Certain items may be sent to the manufacturer or their repair agent for evaluation.

Liaising with Manufacturers or Suppliers: In some cases, you may need to contact the manufacturer or their repair agent directly for product assessments. Our team can provide you with the necessary contact information.

Products determined to have a minor fault will be repaired and returned to you within a reasonable time. If the product has a major failure, we will offer a refund or replacement.

Product Recalls: There are no product recalls at this time. For information on Australian product recalls, please refer to the Australian Competition and Consumer Commission (ACCC).