Refund and Returns Policy
HD BLINDS AUSTRALIA
STANDARD TERMS, WARRANTY & RETURNS POLICY
1. About HD Blinds
1.1 These terms and conditions apply to all purchases from HD Blinds Australia (HD Blinds, we, us, our).
1.2 By placing an order with us (online or otherwise), you agree to be bound by these terms and conditions, together with any written quote, invoice or warranty we provide to you.
1.3 Nothing in these terms limits any rights you have under the Australian Consumer Law (ACL) or any other applicable legislation. If any part of these terms is inconsistent with those laws, that part will not apply to the extent of the inconsistency.
2. General Website Use
2.1 The content on our website is for general information only and may change without notice.
2.2 We aim to keep information accurate and up to date, but we do not guarantee completeness, suitability or accuracy. You acknowledge that information may contain errors or omissions and, to the fullest extent permitted by law, we are not liable for such errors.
2.3 Your use of any information or materials on our website is entirely at your own risk. It is your responsibility to ensure that any products or information meet your specific requirements.
2.4 The design, layout, images, and other content on our website are owned by or licensed to HD Blinds. You must not reproduce, adapt or use them without our prior written consent, except as permitted by law.
2.5 Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
2.6 From time to time, our website may include links to other websites. These links are provided for your convenience only. They do not mean that we endorse those websites, and we are not responsible for their content.
2.7 You must not create links to our website from another website or document without our prior written consent.
3. Applicable Law
3.1 These terms are governed by the laws of Victoria, Australia, and you submit to the non-exclusive jurisdiction of the courts of Victoria and Australia.
4. Products & Manufacture
4.1 HD Blinds supplies products that are new and made-to-order, unless we clearly state otherwise (for example, ready-made stock items).
4.2 Some products may be manufactured by overseas suppliers. In those cases, HD Blinds acts as the Australian agent and provides local warranty and guarantees as set out in these terms and under the Australian Consumer Law.
4.3 For products requiring a check measure, additional charges may apply where:
extra equipment (such as scaffolding) is required
access is difficult or non-standard
windows are unusually high, angled, corner, bay or otherwise non-standard
existing blinds or fittings need to be removed.
We will advise you of any such charges where reasonably possible before proceeding.
5. Pricing & Payment
5.1 Unless stated otherwise, all prices shown are inclusive of GST.
5.2 Payment is only accepted by the following methods (subject to availability):
Stripe
Zip or other “buy now, pay later” provider that we approve
Bank transfer
Any other payment method we notify or approve in writing.
5.3 A payment is treated as received:
for bank transfer – once the funds have cleared into our nominated bank account
for card or online payments – when the transaction is approved.
5.4 We may refuse or cancel an order if payment is not made, is reversed, or is suspected to be fraudulent.
6. Transfer of Title & Risk
6.1 Ownership of the goods passes to you when we receive full payment for those goods.
6.2 Risk in the goods (including loss, damage or theft) passes to you when the goods are dispatched for delivery or collected, even if HD Blinds arranges delivery.
6.3 Once risk has passed, you are responsible for insuring the goods if you wish.
7. Colour, Samples & Variations
7.1 We make every effort to ensure the finished product closely matches samples and swatches. However, dye lots and manufacturing batches can vary slightly, especially across different production runs.
7.2 We cannot guarantee an exact colour match between:
samples and final product, or
products ordered at different times.
7.3 Minor colour variations will not be considered a defect, and we do not offer refunds or replacements for small, reasonable differences.
7.4 It is your responsibility to check that the colour name or code on your quote/invoice matches your selection before approving an order.
8. Cancellations & Changes
8.1 Because most of our goods are custom-made, orders cannot be cancelled or changed once manufacturing has commenced.
8.2 If we accept a cancellation or change at your request, you may be liable for:
any costs already incurred by us; and/or
a reasonable cancellation or administration fee.
8.3 If an installer attends your property as arranged and you decide not to proceed with the installation, a non-refundable call-out/installer fee may apply (e.g. $250 or as otherwise advised).
8.4 Uncollected or undeliverable goods held by us for more than 3 months may be disposed of or resold. Any deposits or payments may be forfeited to cover our costs.
9. Age Restrictions
9.1 You must be at least 18 years of age to place an order with us.
9.2 By ordering through our website or in person, you confirm that you are over 18.
9.3 If we suffer loss or damage because a person under 18 places an order, we reserve the right to seek compensation from their parent or guardian.
10. Returns & Refunds Policy
10.1 To qualify for a return under our policy (in addition to your rights under the ACL), goods must:
be in their original packaging, and
include all accessories, fittings and documentation.
10.2 Made-to-measure / custom products
Custom-made items are manufactured to your measurements and specifications and generally cannot be returned, exchanged or refunded simply because you change your mind or decide you ordered the wrong size, colour or style. This does not limit your rights under the Australian Consumer Law if the goods are faulty or not as described.
10.3 Ready-made products – 14 Day Money Back Guarantee
For selected ready-made products, HD Blinds offers a 14 day money-back guarantee from the date of delivery, provided:
the product is unused and in saleable condition
you return it with proof of purchase
return freight or delivery charges (if any) are paid by you, unless otherwise agreed.
We reserve the right to inspect returned goods before approving a refund or exchange.
11. Promotions, Discount Codes & Free Delivery
11.1 From time to time, we may offer promotions, discount codes or special offers. Unless we state otherwise:
promotions apply to new orders only
offers cannot be combined with other promotions or discounts
discount codes do not apply to sale items, clearance ranges, delivery charges or certain product ranges (for example, some plantation shutters).
11.2 Limits may apply, such as:
one use per customer
minimum spend
restrictions on product types or fabrics.
11.3 Any flyer coupons or codes do not apply to overseas-manufactured plantation shutters unless specifically stated.
11.4 Free delivery offers (if any) will be clearly described. Unless specified, free delivery does not apply to plantation shutters or oversized/special items.
12. WARRANTY – BLINDS & SHUTTERS
Subject to the terms below and your rights under the Australian Consumer Law, HD Blinds warrants that the following products (Goods) will be free from defects in materials and manufacturing for the periods set out in this section.
Please read this warranty carefully so you understand when it applies and how to make a claim.
12.1 Blinds
This warranty applies to the following blinds:
Roller blinds (Holland blinds)
Vertical blinds
Venetian blinds
Roman blinds
Panel glide blinds
Motorised blinds
Awning blinds
Twin blinds
What is covered
12.1.1 Subject to the exclusions below, HD Blinds will:
for five (5) years (unless we specify a shorter period in writing), provide replacement of defective materials and parts;
for one (1) year, provide replacement of defective materials and parts on goods manufactured overseas;
for one (1) year, provide labour to:
repair or replace defective parts or materials
address puckering of material where the fabric width is under 2 metres
rectify manufacturing faults.
What is not covered (Blinds)
12.1.2 This warranty does not cover:
marks, holes, runs, fraying or other fabric damage that appears more than three (3) months after installation
broken chains, cords or mechanisms occurring more than three (3) months after installation
blinds that shrink, expand or distort due to humidity, heat, cold or other weather conditions
puckering of material where the width is over 2 metres
blinds manufactured under 600mm in width (minimum width limitations apply)
blinds installed into plasterboard or any non-standard structure, including where the substrate is not timber or aluminium frames/architraves and is not suitable to support the product.
12.2 Plantation Shutters
This warranty applies to:
Fauxwood (PVC) plantation shutters
Timber plantation shutters (e.g. basswood, paulownia)
Aluminium plantation shutters
What is covered
12.2.1 Subject to the exclusions below, we will:
for five (5) years, cover consistent fading or peeling across the inside and outside of panels and frames;
for one (1) year, cover defects in parts and mechanisms (including screws, hinges and control bars) and labour;
where noticed within seven (7) days of installation, cover broken blades, cracks in frames or panels, paint blemishes or dents.
What is not covered (Shutters)
12.2.2 This warranty does not cover:
inconsistent fading or peeling (for example, only on the outside surfaces)
minor imperfections that are not visible from a normal viewing distance of around 1.5 metres
broken blades, cracks, dents or paint blemishes reported more than seven (7) days after installation
shutters pulling away from the wall or architraves due to building movement, structural issues or fixings into unsuitable surfaces.
12.2.3 If we replace timber shutters due to fading or discolouration of a stained finish, the warranty will not apply to any further replacements if you choose another stain colour. To remain covered, replacement shutters must be ordered in:
a white or painted timber finish; or
an approved PVC alternative (as advised by us at the time).
12.3 General Warranty Exclusions
Despite anything else in this document, the warranty does not apply to:
normal wear and tear
goods that have not been paid for in full (other than where finance arrangements legally require otherwise)
damage or defects caused by:
misuse, abuse, or neglect
improper cleaning products or methods
failure to follow instructions or care guides provided or recommended by HD Blinds
unauthorised repairs, alterations or modifications
damage caused by pets, children, impact, or external events such as storms or flooding
labour costs after 12 months from the date of installation
any loss or damage that is indirect, consequential, or economic in nature (for example, lost profits or loss of use), except where you are entitled to such compensation under the ACL
DIY or online orders where:
measurements supplied by you are incorrect; or
installation is carried out incorrectly or into unsuitable structures.
12.4 Making a Warranty Claim
12.4.1 To make a claim under this warranty, you must, within 14 days of becoming aware of the issue:
notify HD Blinds of the defect (including photos, if possible); and
provide proof of purchase and reasonable details of the original order.
12.4.2 We may ask to inspect the goods at your premises or request that you return the goods or part of the goods to us for assessment.
12.5 Service Fee
12.5.1 HD Blinds may charge a service fee (for example, $110 including GST – subject to change) to attend your premises to inspect goods under a warranty claim.
12.5.2 The service fee will be refunded if:
the defect is covered by this warranty and the claim is made within 12 months of installation; or
a consumer guarantee applies under the Australian Consumer Law.
12.5.3 If the defect is not covered by this warranty or the ACL, or the claim is made more than 12 months after installation, the service fee will not be refunded and you will also be responsible for the cost of any labour and parts if you ask us to proceed with repairs.
12.6 Repair or Replacement
12.6.1 Where this warranty or the ACL applies, HD Blinds will, at our option:
repair the goods
replace the goods or relevant components; or
provide another remedy required by law.
12.6.2 Repairing or replacing goods under this warranty does not restart or extend the original warranty period. Any replacement parts or products are covered only for the remainder of the original period.
13. Important Information About Your Blinds & Shutters
To help you get the best out of your products:
There will usually be small gaps between the fabric and the frame/architraves for inside-mounted blinds, corner windows or where blinds meet/butt together. This is normal and not a defect.
Many windows are not perfectly square, so blinds may not always appear perfectly level or flat in all positions.
Operate blinds smoothly and gently to help extend their life.
We generally do not recommend Roman blinds on doors, as they can sit low and may be brushed by people walking through. Roller blinds or other suitable products are usually a better option for doors.
Venetian blinds are not designed to be lifted up and down frequently. For daily use, tilt the slats rather than fully raising the blind.
By law, blinds with cords or chains must have child safety devices installed. HD Blinds installs blinds in accordance with child safety requirements.
Subject to the ACL, our liability under this warranty is limited to the cost of repair or replacement of the goods and will not exceed the original purchase price paid.
14. Australian Consumer Law – Your Rights
14.1 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.
14.2 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.
14.3 Any limitations or exclusions in this document apply only to the extent permitted by law and do not override your rights under the ACL.
15. HD BLINDS PRIVACY POLICY (SUMMARY)
This is a practical, plain-English summary of how we handle personal information on our website. You may wish to have your lawyer or privacy adviser review it.
15.1 Personal Information We Collect
When you visit https://www.hdblinds.com.au/ (the Site) or place an order, we may collect:
Device information – such as your IP address, browser type, time zone, and information about cookies installed on your device.
Usage information – pages you view, products you browse, how you arrived at the Site (e.g. search terms, referral links) and how you interact with the Site.
Order information – your name, billing and shipping address, contact details, payment details (processed via our payment providers), and any notes you provide with your order.
We refer to Device Information and Order Information together as Personal Information.
We use technologies such as cookies, log files, tags and pixels to help us understand and improve how customers use the Site.
15.2 How We Use Your Personal Information
We use your Personal Information to:
process and fulfil your orders (including payment, delivery and confirmations)
communicate with you regarding orders, support and enquiries
screen orders for potential fraud or security issues
improve and optimise our Site and marketing (for example, by generating analytics about how visitors browse and interact with the Site)
provide you with information or advertising about our products and services where you have consented or where permitted by law.
15.3 Sharing Your Personal Information
We may share your Personal Information with third parties who help us operate our business, such as:
Shopify (our ecommerce platform)
analytics providers (such as Google Analytics)
payment service providers
logistics and courier companies.
These providers use your information in accordance with their own privacy policies.
We may also disclose information if required by law, court order, or to protect our legal rights.
15.4 Behavioural Advertising
We may use your Personal Information to show you targeted ads or marketing messages we think may be relevant to you, using platforms such as Facebook, Google or other ad networks.
You can usually manage your preferences or opt out of targeted advertising via the settings on those platforms or via industry opt-out tools (for example, the Digital Advertising Alliance).
15.5 Do Not Track
Some browsers send a “Do Not Track” signal. At this time, our Site does not change its data collection practices in response to these signals, but you can manage cookies through your browser settings.
15.6 Data Retention
We retain order records and relevant Personal Information for as long as necessary to:
process your orders
comply with our legal and tax obligations
handle disputes, complaints or warranty claims.
You may contact us if you wish to request deletion of your Personal Information, subject to our legal obligations to retain certain records.
15.7 Minors
Our Site is not intended for use by children under the age of 5. We do not knowingly collect personal information from young children.
15.8 Changes to this Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements or the operation of our Site. The latest version will always be available on our website.
15.9 Contact Us
If you have any questions, requests or complaints about our terms, warranty or privacy practices, please contact us:
Email: sales@hdblinds.com.au
Post: PO Box 385, Epping VIC 3076, Australia
