Classic Woodcraft – Returns, Refunds & Consumer Guarantees Policy

Effective: 16 July 2025
(This policy is designed to comply with the Australian Consumer Law and applicable Victorian building legislation where relevant.)

1. Overview

At Classic Woodcraft, we stand behind the quality of every post, beam and turning we supply. Nothing in this policy limits or replaces the non-excludable consumer guarantees provided under the Australian Consumer Law (ACL) (Schedule 2 of the Competition and Consumer Act 2010). For more information, visit Consumer Affairs Victoria or the ACCC.

2. Your statutory rights (ACL)

If a product is faulty, unsafe, not as described, or unfit for purpose, you may be entitled to a repair, replacement or refund in line with the ACL.

• Major fault: you may choose a refund, replacement, or compensation for any reduction in value.

• Minor fault: we may offer a repair within a reasonable time. If we cannot repair within a reasonable time, you may choose a refund or replacement.

These rights apply in addition to, and do not affect, any rights you may have under other applicable legislation.

3. Change-of-mind returns (14 days)

We offer a voluntary 14-day change-of-mind return from the date you receive your item. This is in addition to your statutory rights. To qualify, goods must be:

• Unused, uninstalled and uncut;

• In original, resaleable condition with tags and protective packaging intact; and

• Accompanied by the original receipt or proof of purchase.

Restocking fee

A 5% restocking fee applies to approved change-of-mind returns. This fee applies only to voluntary change-of-mind returns and does not apply where the ACL requires a remedy.

Return shipping

For change-of-mind returns, customers are responsible for return freight and suitable transit protection/insurance (recommended for high-value or bulky items). Original outbound shipping charges are non-refundable for change-of-mind returns.

We reserve the right to refuse a change-of-mind return for items that cannot be resold in “as-new” condition.

4. Items that cannot be returned (unless faulty)

The following items cannot be returned for change of mind (but your ACL rights remain unaffected if the item is faulty):

• Custom-made, bespoke or size-to-order products (e.g., posts cut to your specified length or diameter);

• Products that have been cut, drilled, finished, stained, sealed, installed or otherwise altered;

• Final sale / clearance items and gift cards;

• Any items that are not in resaleable condition.

5. Special notes for building materials

Once a timber product is fixed, glued, bolted or otherwise integrated into a structure, we cannot accept a change-of-mind return. Your consumer guarantee rights for faulty goods may still apply after installation in line with the ACL, provided the issue is not caused by installation, misuse, abnormal conditions, or external factors.

6. How to lodge a return or warranty claim

Please contact us first to obtain a Return Authorisation (RA):

Email: peter@woodturn.com.au
Phone: +61 3 9738 0266

Please provide your order number, photos (if damaged/defective) and a brief description of the issue. We will email you an RA number and instructions, and where applicable provide a prepaid return label.

Return address: 2/60 Jersey Rd, Bayswater, VIC 3153, Australia
Items returned without an RA may be refused or returned to sender.

7. Assessment & remedies

We aim to inspect returns within 5 business days of arrival.

• If approved, refunds are processed to your original payment method within 10 business days (bank processing times may vary).

• If we decline your claim, we will explain why and arrange to return the goods at your cost (or dispose of them with your consent).

• If you have not received your refund 15 business days after approval, please contact us.

8. Exchanges

If you need a different item, the quickest method is to place a new order and return the original item under this policy (if eligible). Exchanges are otherwise processed as a refund and a new purchase.

9. Freight, insurance & charges summary

• Change-of-mind return: customer pays return shipping; 5% restocking fee; outbound shipping not refundable.

• Faulty or incorrect item (where ACL applies): Classic Woodcraft covers return shipping where required; no restocking fee; outbound shipping refunded where required.

10. Damage in transit

Please inspect deliveries as soon as reasonably possible. Where visible damage is present, note it on the carrier’s documentation and notify us as soon as reasonably possible (ideally within 48 hours). This helps us lodge claims with carriers and does not limit your rights under the ACL.

11. Contact & further assistance

Questions? We are here to help.

Email: peter@woodturn.com.au
Phone: +61 3 9738 0266
Post: 2/60 Jersey Rd, Bayswater, VIC 3153, Australia

12. Policy updates

We may update this policy where required by law or due to operational changes. Updates will be posted on our website and apply to new purchases from the date of publication. Updates do not affect your rights in relation to purchases made prior to the update.