Return Policy
Australian Consumer Law
BG Coatings’ goods come with consumer guarantees that cannot be excluded under the Australian Consumer Law (ACL).
Nothing in this Returns, Refunds & Exchanges Policy is intended to exclude, restrict or modify any rights or remedies available to a consumer under the Australian Consumer Law.
If a product has a major problem, consumers may be entitled to choose a refund or replacement in accordance with the Australian Consumer Law.
Where a problem is not major, BG Coatings may provide an appropriate remedy in accordance with the Australian Consumer Law.
Consumer guarantee rights are not subject to an arbitrary fixed return period. The period during which a remedy may be available depends on factors including the nature of the product, its price, its expected life and the circumstances of the problem.
Change of Mind Returns
Please choose products, quantities and colours carefully.
BG Coatings does not accept returns, refunds or exchanges simply because a customer:
- changes their mind;
- orders the wrong product or quantity;
- no longer requires the product;
- is unhappy with their colour choice; or
- purchases an unwanted item.
This does not affect any rights a customer may have under the Australian Consumer Law where goods are faulty, damaged, incorrectly supplied or otherwise fail to meet a consumer guarantee.
Tinted Paint and Custom Colours
Paint that has been tinted or custom-coloured to a customer’s selection cannot be returned, refunded or exchanged because of a change of mind, incorrect colour selection or because the customer no longer requires the product.
However, this exclusion does not apply where tinted or custom-coloured paint is faulty, damaged, incorrectly supplied or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Customers should carefully check colour selections and quantities before placing an order.
Faulty, Damaged or Incorrectly Supplied Products
If you believe a product supplied by BG Coatings is faulty, damaged or incorrectly supplied, please contact us as soon as reasonably possible.
For products damaged during delivery or where an incorrect product has been supplied, we recommend notifying BG Coatings within 7 days of delivery so the matter can be investigated promptly.
The 7-day notification period for delivery problems does not limit your rights under the Australian Consumer Law in relation to faulty products or other failures to meet a consumer guarantee.
BG Coatings may request photographs, product information, batch details, proof of purchase or other reasonable information to assist in assessing the problem.
Online Purchases
Products purchased through the BG Coatings online store are not eligible for change-of-mind returns.
Online purchases may be returned where the goods are faulty, damaged, incorrectly supplied or where another remedy is available under the Australian Consumer Law.
Return Procedure
Before returning any paint or coating product, please contact BG Coatings.
This is particularly important because some paint and coating products may be subject to transport, dangerous-goods or courier restrictions.
BG Coatings will provide appropriate return instructions after discussing the issue with the customer.
Approved returns may be returned:
- by an appropriate courier or freight service as instructed by BG Coatings; or
- in person to BG Coatings at U4/34 Truganina Road, Malaga WA 6090.
Please do not send products back without first contacting BG Coatings.
Proof of Purchase
BG Coatings may request reasonable proof of purchase when assessing a return or consumer guarantee claim.
Proof of purchase may include an original receipt, invoice, order confirmation, bank or card statement, or another reasonable record of the purchase.
Original packaging is not required when exercising rights in relation to a faulty product under the Australian Consumer Law.
Return Freight Costs
For change-of-mind returns, BG Coatings does not accept the return and therefore does not cover return freight costs.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, BG Coatings will cover or reimburse reasonable return costs where required under the Australian Consumer Law.
Customers should contact BG Coatings before arranging return freight so that an appropriate return method can be agreed.
Where faulty goods are large, heavy or otherwise difficult to return, BG Coatings will make appropriate arrangements in accordance with its obligations under the Australian Consumer Law.
Refunds and Replacements
Once returned goods or other evidence have been assessed and the claim approved, BG Coatings will provide the remedy required or available under the Australian Consumer Law.
Depending on the circumstances, this may include a replacement, refund or other appropriate remedy.
Approved refunds will be made to the original payment method where reasonably possible.
Proposed processing timeframe: approved refunds will normally be processed within 5 business days after the claim has been approved.
Financial institutions may require additional time for refunded funds to appear in the customer’s account.
Exchanges
BG Coatings does not offer exchanges for change of mind, incorrect product selection or colour choice.
This does not affect a customer’s right to receive a replacement where a replacement is an appropriate remedy for faulty, damaged or incorrectly supplied goods under the Australian Consumer Law.
Contact BG Coatings
If you need assistance with a return, refund or product issue, please contact us before returning the goods.
BG Coatings Pty Ltd
U4/34 Truganina Road
Malaga WA 6090
Australia
Phone: 1300 894 994
Email: sales@bgcoatings.com.au