1. Cutsbydesign Returns Policy
We want you to love your purchase, but if you have changed your mind you can return most unused or unwanted items purchased online, as long as you have your receipt or proof of purchase and they meet our returns conditions below.
Our policy including the change of mind limits do not exclude or replace your rights under Consumer Guarantees of the Australian Consumer Law, regulations or otherwise as required by law.
2. In-store & postage returns
Items may be returned in store or via post (postage fees apply), see below address details, please ensure it meets our return policy below.
Mitchell Group Australia
Attention: Cuts By Design
32-38 Redwood Drive Dingley Vic 3172.
Hours Mon to Friday from 9am – 4pm, excluding public holidays.
3. Change of mind
If you have changed your mind, we may offer you a refund provided that the refund is made within 30 days of purchase; and you are able to provide satisfactory proof of purchase (see below); and the merchandise is in saleable condition, that is it is unused with all original sealed packaging including protective masking and the item is not subject to the exclusions listed below. Our team members will assess the item (in-store and online returns) to determine whether a refund will be offered in accordance with our Returns Policy. Please note that delivery costs are non-refundable for change of mind returns including colour selection returns.
4. Excluded Change of mind
Please choose carefully when purchasing merchandise designated as a clearance or sale item (either marked as clearance, sale or reduced to clear) as change of mind returns will not be accepted, refunded or exchanged in these situations.
Refunds, returns and exchanges will not be provided on the following types of merchandise unless the product fail to meet a consumer guarantee:
- Sale or Clearance items
- Off cuts of any type, colour or thickness
- Custom made, altered or cut items
- Mirror acrylic shapes
5. Proof of purchase
Refunds,exchanges or repair requests must be accompanied by any one of the following proof of purchase documents for change of mind:
Original register receipt tax invoice (electronic or photograph will be accepted)
Online Tax Invoice (order confirmations will not be accepted)
Packing slip included in all online purchases
Please note that our team members are not responsible for proving your purchase. You must supply the proof of purchase, which our team members can validate.
6. Consumer Guarantees
As a consumer, you are entitled to certain guarantees in respect of goods and services purchased from Cutsbydesign. These guarantees are called Consumer Guarantees and are not impacted by the change of mind policy or limited by a defined timeframe. The Australian Consumer Law, however does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).
Where you believe an item is faulty or defective, it may be necessary for us to send your goods to the material supplier or their service agent for it to be assessed within a reasonable period of time. If the goods or service has a major failure, you may reject the good or service and seek a refund, exchange or repair or you may keep the item and seek compensation for any drop in value. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time.
Where an item is damaged through misuse, neglect or abnormal use, Cutsbydesign will not provide a refund, exchange or repair.
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.
Cutsbydesign will require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
7. Specific material Guarantees
In addition to the above consumer guarantee, see below additional warranty information:
7.1 ECHOSPEX™ & ECHOPANEL® products are suitable for interior use only, warranty is limited for interior use only. The product must be maintained in accordance with its specific care instructions. The warranty does not extend to the colourfastness where the product has been exposed to sunlight. Warranty claims are executed at the discretion of Custbydesign following full assessment of the said claim.
7.2 PERSPEX® Shapes products are suitable for both interior and exterior use. Cutsbydesign will provide a limited warranty of 10 years on specific PERSPEX® only products valid from date of delivery, for normal wear and tear subject to the following restrictions:
1) Warranty does not include acts of vandalism or any other treatment which could be considered inappropriate for the intended use.
2) The guarantee covers the quality of the PERSPEX® sheet as delivered and in particular:
a) The guarantee does not cover any failure attributable to causes not usually associated with the normal use of Perspex acrylic sheet and in particular does not apply to harm caused by chemical agents, cleaning fluids, unsuitable sealants or decorative materials.
b) High standards of workmanship shall be used in fabrication and installation and INEOS will not be liable for any failure attributable to poor standards of such workmanship.
3) If any Perspex shall be shown to cutsbydesign satisfaction to have failed to comply with the said performance specifications within the stipulated time limit cutsbydesign shall replace the failed sheet with an equivalent amount of Perspex or other suitable alternative sheet to be delivered free of charge by cutsbydesign, but shall under no circumstances be responsible for any other damage or loss howsoever arising whether directly or indirectly.
4) OUTDOOR AGEING BEHAVIOUR OF PERSPEX CAST ACRYLIC SHEET
-
- Elastic Modulus: The rigidity of Perspex will remain substantially unchanged in service. This means that the elastic modulus of a sample cut from a section of Perspex will not be less than 2500 MPa as delivered and for ten years after delivery (test method: ISO 178 measured on specimens removed from the exposed Perspex installation).
- Tensile Strength: Perspex will suffer no unacceptable change in brittleness. This means that the tensile strength as delivered and for ten years after delivery of a sample cut from a section of Perspex will not be less than 50 MPa. (test method: ISO R 527 measured on specimens, removed form the exposed Perspex).
- Colourfastness: During a ten year outdoor exposure period all coloured surfaces can be expected to exhibit at least some degree of change. Cutsbydesign, guarantees that any changes in colour of the Perspex sheet will be so small as to pass undetected by the casual observer at street level.
8. Return tender
Refunds for all purchases will be given using your original payment method (online purchases will automatically be refunded to the account used to pay once appropriate details have been provided by email)
9. Privacy
Cutsbydesign is committed to protecting your privacy. You may be asked to present and record photo identification so that we can record your name, identification type, identification number and expiry date and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport.
Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Cutsbydesign research and analysis. It may be disclosed to state and territory departments upon request, as required by law.
If you wish to access your information held by Custbydesign in relation to returns, please contact the Custbydesign Customer Service Centre on 03 9558 0800