At The Reno Co, your satisfaction is important to us, and we want you to shop with complete confidence. This Refund and Return Policy explains your rights and the process for returning products, requesting refunds, arranging exchanges, and making warranty claims. It should be read together with our Terms and Conditions. Nothing in this Policy limits or excludes any rights or remedies you may have under applicable consumer protection laws, including the Australian Consumer Law, that cannot be lawfully excluded.
Our products 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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights apply in addition to, and are not limited by, the voluntary returns options described below.
We understand that sometimes a product is not quite right for your project. Where permitted, we are happy to accept change-of-mind returns subject to the following conditions. The request must be made within the eligible return period communicated at the time of purchase. The product must be unused, uninstalled, in its original and undamaged condition, and in its original packaging with all tags, labels, manuals and accessories included. Proof of purchase, such as your order number or receipt, must be provided. Please note that change-of-mind returns may be subject to a restocking fee, and the cost of return shipping is generally the customer's responsibility unless we agree otherwise.
If you receive a product that is faulty, damaged in transit, or different from what you ordered, please contact us as soon as possible and within a reasonable time of receiving your order. To help us resolve the matter quickly, please provide your order number, a description of the issue, and clear photographs of the product and its packaging where relevant. Depending on the circumstances and your rights under consumer law, we will arrange a repair, replacement or refund. We may ask you to return the item, and where the item is confirmed to be faulty, damaged or incorrect, we will cover the reasonable cost of return.
For health, safety, practical or contractual reasons, some products are not eligible for change-of-mind returns. These typically include products that have been custom-made, cut, mixed or specially ordered to your specifications; products that have been installed, used or modified; products that have been removed from sealed packaging where return is not hygienic or safe; clearance or final-sale items clearly marked as non-returnable; and products that have been damaged through misuse, incorrect installation or improper storage after delivery. This exclusion does not affect your rights in relation to products that are faulty or not of acceptable quality.
Starting a return is simple. First, contact our team through our website at therenoco.net or by email at enquiries@therenoco.net with your order number and the reason for your return. Second, our team will review your request and, if it is eligible, provide you with return instructions and any necessary authorisation. Third, carefully package the product to prevent damage in transit, including all original packaging and accessories, and return it according to the instructions provided. Please do not send any product back to us without first contacting us, as unauthorised returns may not be accepted or processed.
Where a return relates to a faulty, damaged or incorrect product, or where you are otherwise entitled to a remedy under consumer law, we will cover the reasonable cost of returning the product. Where a return is due to change of mind, the cost of return shipping is generally your responsibility, and we recommend using a tracked and insured delivery method, as we cannot be responsible for products that are lost or damaged on their way back to us.
Once we receive your returned product, our team will inspect it to confirm its condition and verify the reason for the return. We aim to complete this inspection promptly. We will keep you informed throughout the process and will notify you of the outcome, including whether your return has been approved for a refund, replacement or exchange. If a returned product does not meet the conditions of this Policy — for example, if a change-of-mind item is returned used or damaged — we may decline the return or offer a partial refund reflecting the diminished value of the product.
Approved refunds will be processed back to your original payment method unless otherwise agreed. Once your refund is approved, we will initiate the payment promptly; however, the time it takes for the funds to appear in your account depends on your payment provider or financial institution and is outside our control. Refunds may exclude original delivery charges and any applicable restocking fees in the case of change-of-mind returns, except where you are entitled to a full refund under consumer law. We will always provide a clear breakdown of any refund so you know exactly what to expect.
If you would like to exchange a product for a different size, colour, variant or item, please contact us and we will let you know whether an exchange is possible and how to proceed. Exchanges are subject to product availability. In some cases, it may be quicker and simpler to process a return and place a new order, and our team will advise you on the best option for your situation.
We take great care in packaging your order; however, damage can occasionally occur during delivery. If your order arrives damaged, please retain all packaging and contact us immediately with photographs of the damage. Prompt reporting helps us investigate with our delivery partners and arrange a suitable remedy for you as quickly as possible. We recommend inspecting your order as soon as it arrives so that any issues can be identified early.
Many of our products are covered by manufacturer warranties in addition to your consumer rights. The terms, duration and coverage of these warranties vary by product and manufacturer. If you experience a fault that you believe is covered by a manufacturer warranty, please contact us with your order details and a description of the issue, and we will assist you in progressing your claim with the relevant manufacturer where applicable. We recommend keeping your proof of purchase and any product documentation, as these are often required to support a warranty claim.
Once a refund has been approved and initiated by us, the time it takes to reach you depends on the payment method and the policies of your financial institution. Card refunds typically appear within a number of business days, while other payment methods may take longer. We will always initiate approved refunds without unnecessary delay, and we will provide confirmation once the refund has been processed on our end. If a refund has not appeared after a reasonable period, please contact your bank or payment provider first, as funds can sometimes be held during their internal processing, and then contact us if you still need assistance.
For eligible change-of-mind returns, a restocking fee may be applied to cover the costs associated with processing, inspecting, repackaging and returning a product to saleable inventory. Where a restocking fee applies, we will clearly inform you of the amount before you proceed, so there are no surprises. Restocking fees do not apply where you are exercising your rights under consumer law in relation to a faulty, damaged or incorrect product.
We carefully check every order before it leaves us, but mistakes can occasionally happen. If your order arrives with an item missing, an incorrect item, or a quantity that does not match your order, please contact us promptly with your order number and details of the discrepancy. We will investigate without delay and arrange to send any missing or correct items, or to provide an appropriate remedy. Reporting discrepancies soon after delivery helps us resolve them quickly and accurately.
Returns involving bulk quantities, trade orders or large or heavy items may require additional handling arrangements, particularly where specialised transport is needed. If you need to return such an order, please contact us so that we can discuss the most practical and cost-effective way to manage the return. We will work with you to find a fair solution that takes into account the nature of the products and the reason for the return.
Our team is here to make returns, refunds and exchanges as smooth as possible. If you have any questions about this Policy or about a specific order, please contact us through our website at therenoco.net or by email at enquiries@therenoco.net. We are committed to treating every request fairly, promptly and in accordance with your rights, because building lasting trust with our customers matters more to us than any single transaction.
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