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DELIVERY TIMES

All the following estimates are in business days. If you haven’t received your order within 10 days then please give us a call at 03 8401 3776 or contact us via email at sales@trekhardware.com.au with your order number in the message.

DELIVERY FEE

Your delivery cost will vary depending on the size, weight and delivery location. Delivery cost will be calculated at checkout.

DELIVERY ACCEPTANCE

All deliveries are registered and require a signature upon delivery. If there's no one at home, a card will be left with instructions to collect your order. Non bulky items can be delivered to the PO Box.

BULKY ITEMS:  Once the product has reached the nearest depot from the delivery address, the delivery company will contact you via the contact number you have provided at checkout to arrange a suitable time for delivery. If no one is home at the time of delivery, a second attempt will be made to deliver the item free of charge before you need to pick up the item yourself from the depot (a card will be left with the details of the depot).

SPLIT CONSIGNMENT / DELIVERIES

On occasions, an order may contain multiple items which may need to be delivered by multiple courier companies. Hence the products may arrive at different times.

SHIPPING DELAYS

There could be delays in delivery from time to time due to the following reasons:

• Public holidays
• Incorrect shipping address.
• Pandemic like situations where the supply chain is affected due to staff shortages at courier companies
• If the payment capture process is unsuccessful your order will be delayed until alternate payment arrangements can be made.
• Occasionally if a particular product is in high demand we may need to re-order the product from our suppliers.

There may be occasions when you will need to return your products. We have designed our returns policy to make this process very simple.

All goods purchased from Trek Hardware 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.

We offer replacement / repair / store credit / refund if the product is faulty such as:

• Major failure of a product
• The product you received doesn’t match what was described to you
• Don’t do what they are supposed to do

You must provide us with the proof of purchase (e.g. your Trek Hardware purchase receipt, online tax invoice, credit card or bank statements). Any refund will be provided via the same method of payment as the original purchase.

CHANGE OF MIND RETURNS

Any product purchased from Trek Hardware can be returned within 14 days from the time it was received. For change of mind returns, the product:

• must be in its original condition.
• must be unused.
• must have all the tags still attached to it (if any).

Buyer has to cover the cost of return postage for all change of mind returns. The return will only get processed once Trek Hardware has received and inspected the product. The delivery fee is non-refundable for change of mind returns. For change of mind returns, Trek Hardware will not be responsible if the item gets lost in transit during the return shipping.

Please note: Trek Hardware does not accept change of mind returns on any items sold as clearance.

EXCEPTIONS:

Following items are excluded from the change of mind returns:

• Sleeping Bags.
• Special Orders.
• Workshop assembled items if Trek Hardware was given the wrong measurements.

 RETURNS BY POST

If you decide to return the product contact us at 03 8401 3776 or via email at sales@trekhardware.com.au . We will send you a return label which can be used to send the product back to us.

For change of mind returns, Trek Hardware will not be responsible if the item gets lost in transit during the return shipping. 

RETURNS IN PERSON

Products can only be returned at the store they were purchased from. 

PROOF OF PURCAHSE

All returns and exchanges require a proof of purchase (e.g. Trek Hardware receipt, credit card / bank statement)

PRODUCT WARRANTIES

All products sold by Trek Hardware have varying warranty periods. The warranty period, provisions and the company providing the warranty will be specified on or inside the product packaging.  Please refer to the product manual and warranty documents to determine the terms and conditions of any additional warranty.

Download the Warranty form here