Returns Policy
Online Warranty Returns
Jaha Tiles offers warranty periods vary according to product. Warranty claims in most instances will be handled by the manufacturer’s agents in the customers home state. Warranties only apply to goods supplied within Australia for personal use.
Warranty covers manufacturing faults or defects in the original product. Damage or faults occurring from fair wear and tear, improper use, failure to follow instructions, failure to follow care and maintenance instructions, accidental damage, commercial use, alterations, severe weather events, animals, insects and acts of god are not covered by warranty.
As displayed on the warranty section of some of our products, certain brands offer a lifetime warranty of the product. The term Lifetime is determined by the average lifetime of the fabrics, material and components of the product. As with all items, over time they will wear from use at a natural rate and from exposure to the elements, the lifetime guarantee of our products will depend on how well they are cared for and how they are used.
The first step to get a warranty return under way is to contact Australian Preparedness with your details, a description of the problem and some photos of the issue. From these details Australian Preparedness will be able to advise the next course of action which will usually be to either provide replacement parts or to initiate a return.
When an item is returned it will be inspected by Australian Preparednessor the manufacturer to confirm its eligibility for a warranty claim. Once deemed as a warranty issue it will be classified by Australian Preparedness or the manufacturer as either a minor or major fault. In the case of a minor fault the item will be repaired or replaced and for a major fault the item will be either replaced or refunded.
If the returned item is not found to be faulty upon inspection, the shipping fees to return the item to the customer is at the customer’s expense.
If a product is found to be faulty within 28 days of delivery, and Australian Preparedness is notified within this time frame, Australian Preparedness will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
If a product is found to be faulty after 28 days from delivery Australian Preparedness will offer the use of our great freight account rates and any shipping required will be charged to the customer. Alternatively, the customer can make their own shipping arrangements to return the item at their expense.
Damaged in Transit
If a product arrives and is found to be damaged within 14 days of delivery, and Australian Preparedness is notified within this time frame, Australian Preparedness will cover the cost of any shipping required to or from the original delivery location in order to resolve the issue.
Depending on the type and extent of the damage Australian Preparedness may decide to send the customer spare parts or the customer will be given a choice of either a replacement or a discount on the damaged item.
Lost in Transit
An item is deemed as lost in transit once it cannot be tracked by the carrier for a continuous week (14 days) after being initially identified as missing by Australian Preparedness. Once deemed as lost in transit Australian Preparedness will organise for a replacement to be shipped or a refund to be processed and the original items returned to sender once found.
Note the Coronavirus pandemic has cause transit delays across Australia. Please be patient during this period.
Online Returns Procedure
In all instances Australian Preparedness must be contacted prior to a return being sent so that a Return Merchandise Authorisation (RMA) number can be provided. This ensures that all returns are dealt with as quickly as possible. Failure to adhere to these instructions may result in delays processing your return or additional costs.
Step 1: Contact Australian Preparedness for RMA and detailed return instructions
Step 2: Address and repackage the item/s securely to avoid any damage in shipping
Step 3: Item/s put into transport and tracking details sent to Australian Preparedness
Step 4: Item/s received into the Australian Preparedness warehouse and item/s condition checked
Step 5: Upon item/s confirmed being saleable; a refund, credit or exchange will be processed
To start a Return contact Australian Preparedness with your order number and details of what you would like to return and why.
Returns Shipping Costs
All associated freight costs for change of mind returns are at the customer’s expense.
Australian Preparedness will pay return freight costs provided all of the following conditions are met:
– the goods supplied were not what you ordered
– you contactedAustralian Preparedness for return authorisation
– you followedAustralian Preparedness’s return instructions
– items are in the original packaging, unused and in new, saleable condition
Returns Shipping Methods
In all instances where the customer is responsible for return shipping costs they may choose:
- To make their own shipping arrangements to Australian Preparedness’s Warehouse address.
- To ask Australian Preparedness to organise return shipping using Australian Preparedness carriers. In these cases, the shipping cost will be deducted from the refund or charged directly to the customer. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carrier used and customers location.
In an instance where Australian Preparedness is responsible for return shipping costs,Australian Preparedness will organise the return with a selected carrier. This may result in a collection from an attended address or require the item to be dropped off at a shipping point depending on the size of the item/s, carriers available and customers location.
General Returns
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Express Courier Delivery
Order before 2pm, Monday – Friday for next business day delivery *
Australian Post Express
Order before 2pm, Monday – Friday for delivery within 1-3 working days *
Regular Shipping
Delivered via Australia Post or Courier
Order before 2pm, Monday – Friday for delivery within 2-10 working days *
Free Delivery
Order before 2pm, Monday – Friday for delivery within 14 working days *
International Courier
Order before 2pm, Monday – Friday for delivery within 7 working days *
International Airmail
Order before 2pm, Monday – Friday for delivery within 2-4 weeks *
*Standard delivery estimate for metro areas, please refer to the shipping info below. Delivery time is subject to network delivery area. Visit their website for further information.
Our warehouse operates from Monday to Friday.
Your address is used to calculate shipping costs, you will see the exact cost of your shipping once items have been added to your cart and you add your address.
Australian destinations are trackable – we will send you these details after your order confirmation email.
Care and Handling
Items are packed with durable packaging. All items are checked prior to packing and handled with great care, to ensure that each item is guaranteed to be dispatched in perfect condition. Australian Preparedness is not directly liable for any loss, theft, or damage to any goods whilst in transit; however, if your item arrives damaged please contact us at service@auprep.com.au
We will use recycled packaging where possible.
Important Shipping Information
Shipping times are provided as a guide only – they are not guaranteed delivery times. Australian Preparedness cannot be held responsible for delays in parcels arriving at their destinations late. This includes but is not limited to: delays with any nominated carriers or carrier agents/representatives, delays in customs processing and clearance, delays resulting from industrial strikes/protests/wars/natural disasters, road, traffic or busy periods with freight companies.
Import Tax/Duty
The payment of any customs duty/import tax is the responsibility of the purchaser and should be investigated with their local customs or postal department to see what duties are payable. Check your local import duty/tax before ordering.
