Koncepts Bathroom and Kitchen Renovations NSW Pty Ltd ("Koncepts") we understand that sometimes you may need to return a product you have purchased from a Koncepts store, to assist you, we have set out below Our Policy key points that you should know.
Our Returns Policy includes the rights you have under the Australian Consumer Law and other relevant laws.

Your Rights under the Australian Consumer Law 

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 for 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.

Where a failure does not amount to a major failure, Koncepts is entitled to choose between providing you with a repair, replacement or other suitable remedy.

If you suffer losses as a result of a failure of Koncepts to comply with guarantees, you can recover those losses from Koncepts. This type of loss is often known as "consequential loss". The losses that are recoverable are limited to those that are "reasonably foreseeable" to result from the failure. In other words, you can recover those losses that are a probable consequence of the failure. An example is where a shower head installed by us falls off the wall and damages your bath. In that case, Koncepts may be required to compensate you for the damage to your entertainment unit. However, Koncepts would not be required to pay money to you for problems unrelated to Koncepts own conduct or the goods that it has supplied.

Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law does recognise that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. Koncepts adopts the same approach. As you can appreciate, the type of remedy we can offer you may also vary depending on how long it takes you to return the product to us.

For any product return, please contact us on 02 9420 0037. This includes products that carry a manufacturer's warranty. Any cost incurred by you in bringing the item to the service desk will be borne by you.

Please retain your receipt in order to obtain a refund, exchange or to repair a product purchased from Koncepts, including those products which carry a manufacturer's warranty, you must have clear proof of purchase - typically, but not always, a receipt.

If we cannot be satisfied that you purchased the product from us then, under the law, we are entitled to elect whether or not to accept your product for return.

For loss prevention purposes we will need to record your personal details. 

Product Assessment

Once proof of purchase has been established, if the product fault can safely and clearly be determined, we will offer you either a refund, exchange, repair. The available remedy will depend on whether the fault amounts to a major failure. Where the product fault is difficult or potentially dangerous to determine in-store, we will need to consult with the manufacturer or repair agent to determine the fault and resolution.

The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:
- There is no fault found
- There is a minor fault which can be easily repaired within a reasonable time frame
- There is a major fault found and the customer is to be offered a replacement or a refund
- The product has been damaged or abused through misuse.
- Where there is no fault found, the product will be returned to the Store to be returned to the customer.

Where the manufacturer's assessment finds that there is no fault with the goods, or that the goods have been damaged due to misuse or abnormal use of the goods by you, we may require, at our option that you compensate us for any fee imposed on us by the manufacturer in relation to this assessment.

When assessing product fault, it is up to you whether you would prefer to deal with Koncepts or the manufacturer directly. It may be more convenient for you to liaise with the manufacturer directly (which may be more time efficient). You certainly have that option. Koncepts staff is happy to provide you with their relevant contact details to assist you.

When we send your product to the manufacturer or their repair agent, we will ask them to assess the product and provide their assessment within a reasonable timeframe.

Unfortunately, Koncepts cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether that has been identified by Koncepts Bathrooms and Kitchens, the manufacturer or repair agent.

What should I do if I have changed my mind and want to return a product?

Please choose carefully as Koncepts does not normally accept return of goods where you have simply changed your mind.

What should I do if I have if I have fixed or bulky items to return?

If your product cannot be easily returned to your local Koncepts store because of the nature of the fault, the size of the product or the product is affixed to your premises, please contact us and we will arrange for the product to be assessed.

If Koncepts requests my personal information during the refund or exchange process, what do they do with the information?

Our respect for customer's right to privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely and in accordance with the National Privacy Principles. We may collect personal information during the refund or exchange process in order to comply with our fraud identification processes. 

If I can't find my receipt, can I use a bank statement as proof of purchase instead?

Unfortunately Koncepts will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in that transaction, it limits our ability to establish proof of purchase. Koncepts cannot provide copies of receipts if lost or misplaced.

Please note: When a refund is granted, we will refund the original purchase price via the previous method of payment indicated on the receiptFor further information on anything contained within this brochure please discuss with your local Koncepts Store Manager, or contact us here.

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