1. Australian Consumer Law
All HARIO products come with guarantees under the Australian Consumer Law (ACL). Customers are entitled to remedies, including repair, replacement or refund, where required by law.
Nothing in this policy limits or excludes your statutory consumer rights.
2. Change-of-Mind Returns & Cancellations
For approved change-of-mind returns or cancellations, the following restocking fees apply:
- Standard Products: 10% of the total order value.
- Custom-Made Products: 50% of the total order value.
All change-of-mind returns require prior approval from HARIO and are subject to applicable law.
3. Return Conditions
Change-of-mind returns are accepted only for unused products in their original condition.
Products that have been installed, used, scratched, drilled, damaged or modified are not eligible for change-of-mind returns.
These conditions do not affect your ACL rights.
4. Custom-Made Orders
A 50% deposit is required upon acceptance of a custom-made order quotation.
The deposit is fully refundable until final 3D drawings are approved. Once approved, production may commence and the deposit becomes non-refundable for change-of-mind cancellations, subject to applicable law.
Custom-made orders are also subject to the cancellation terms in Section 2.
5. Return Freight & Shipping
- Faulty or Damaged Products: HARIO covers reasonable return freight costs where required under the ACL.
- Change-of-Mind Returns: Customers pay return freight, and original shipping charges are non-refundable, subject to law.
6. Freight Damage & Delivery Inspection
Customers should inspect products and packaging before signing for delivery, photograph any visible damage, record it on delivery documents and notify HARIO promptly.
Failure to report visible damage before signing may affect freight insurance claims but does not limit your ACL rights.
7. Return Authorisation
Customers must contact HARIO and obtain approval before returning any products.
Unauthorised change-of-mind returns may be refused. This does not affect statutory consumer rights.
8. Return Packaging
For change-of-mind returns, customers must securely package products using original or equivalent protective packaging.
Damage during customer-arranged return transport may affect refund eligibility. HARIO may refuse change-of-mind returns received damaged or no longer in original condition.
This does not affect ACL rights.
9. Return Requests & Refund Processing
To request a return, email sales@utehario.com.au with your order number, reason for return and relevant photographs.
HARIO will review your request and provide return instructions.
Approved change-of-mind refunds will be assessed after the returned products are received and inspected, with applicable fees deducted. Eligible refunds will be processed using the agreed payment method within a reasonable timeframe.
All statutory remedies will be provided in accordance with the ACL.
10. Contact Us
For all return, refund or cancellation enquiries:
HARIO Customer Support
Email: sales@utehario.com.au