Refund policy

1. If there is any damage on arrival(DOA). It means the items are damaged during delivery. Please contact us within 30 DAYS after delivered date. You need to send it back to us, unless we confirm you could keep the item. We will exchange the same products for you or issue refund to you. In this condition, you do not need to pay the return postage. We will issue prepaid return label to you. Fully payment will be refunded (if necessary).
2. If you receive the item without any damage, but does not works as excepted (maybe manufacture faulty). Please contact us within 30 DAYS after delivered date. You need to send it back to us, unless we confirm you could keep the item. After we receive the item, we will check the item to confirm whether it is faulty. The result is accounted by us only. In this condition, you do need to pay the return postage. If we confirm the item is manufacture faulty, we will repay you the return postage. Then you could ask for refund or exchange. If we confirm the item is in good condition, we will not repay you the return postage. But you could ask for refund or exchange. The extra cost maybe occur, if we resend the items to you. In this condition, you need to handle return postage and return the item by yourself.
   
3. If you change your mind or order the wrong products after make payment. Please contact us immediately. We accept item return within 30 DAYS after order date. 1)We could issue fully payment refund to you, if we do not ship the item. 2)If you inform us after we ship the item, the refund amount is debited the “Order Cancel Fee”. The “Order Cancel Fee” is vary, which depends on the size of the items. We will inform you the “Order Cancel Fee” before you start the return. In this condition, you need to send the item back to us, and pay return postage by your own. The refund will be issued after we receive and check the return item. For you to meet refund requirements, please ensure to keep the return items in undamaged, unused, resell condition. Please well pack the return items. And follow the return instruction (details will be given before start return process).
   
4. If you miss the delivery and items return to us. It means courier company awaiting you pick up the parcel within 14 days, but you do not attend. Then, the courier company sends the items back to us. In this condition, you could ask to resend the items or cancel the order. If you ask for resending the items, the extra postage will occur. If you ask for cancel the order and refund, the refund amount is debited the “Order Cancel Fee”. The “Order Cancel Fee” is vary, which depends on the size of the items. We will inform you the amount of “Order Cancel Fee” before we cancel your order.
   
5. We do not accept any return and refund after 30 DAYS (by delivered date).
   
6. If you purchase items in store, please bring everything back to store in order to get refund. These includes receipt, your credit card (if you paid by credit card), all parts of product, package, all documents inside package. DO NOT just bring the item or parts of items. It does not help with return.
   
7. If you purchase items online, please send enquire to "admin@doublebayhardware.com.au". Please included order number to help us locate your order. Then our service team will help you to process the return.
   

The refund money will be paid through the same method you paid to us. If you paid through Paypal, we will refund money to your same Paypal account. If you paid through online transfer, we will refund money to your same bank account. If you paid by credit card or debit card, we will refund money to your same card.