Return and Refund Policy
Last Updated:
1. Overview
This Return and Refund Policy applies to services and products provided by Honestlinesafe. This policy complies with the Australian Consumer Law (ACL) and your statutory rights as a consumer.
2. Your Rights Under Australian Consumer Law
Under the Australian Consumer Law, you have certain rights that cannot be excluded:
- Consumer Guarantees: Services must be provided with due care and skill, fit for purpose, and delivered within a reasonable time
- Products: Products must be of acceptable quality, fit for purpose, and match their description
- Remedies: If we fail to meet these guarantees, you may be entitled to a repair, replacement, refund, or compensation
3. Service Cancellation
Before Service Commencement
If you cancel a service before work has commenced, you may be entitled to a full refund of any deposit paid, less any reasonable costs we have incurred in preparation for the service.
After Service Commencement
If you cancel a service after work has commenced:
- You will be charged for work completed up to the cancellation date
- Any remaining balance will be refunded
- Materials already purchased specifically for your project may be charged at cost
4. Defective Services
If our services do not meet the consumer guarantees under the ACL, we will:
- Rectify the issue at no additional cost
- Provide a refund if rectification is not possible or reasonable
- Compensate you for any consequential losses where applicable
You must notify us of any defects within a reasonable time after discovery. We will assess each case individually and provide appropriate remedies.
5. Product Returns
Faulty Products
If a product we supply is faulty or does not meet consumer guarantees:
- We will repair or replace the product at no cost
- If repair or replacement is not possible, we will provide a refund
- You may also be entitled to compensation for any consequential losses
Change of Mind
For products purchased but not yet installed:
- You may return unused products within 14 days of purchase
- Products must be in original condition and packaging
- A restocking fee of 10% may apply
- Custom or made-to-order products cannot be returned for change of mind
6. Warranty Claims
Our installations come with warranties as specified in your service agreement:
- LED Lighting Systems: 5-year warranty on installation and components
- Irrigation Systems: 3-year warranty on installation, manufacturer warranties on components
Warranty claims must be made within the warranty period. We will assess and repair or replace defective items covered by warranty at no cost to you.
7. Refund Process
If you are entitled to a refund:
- Refunds will be processed within 14 business days of approval
- Refunds will be made to the original payment method where possible
- You will receive written confirmation of the refund
8. Exclusions
The following are excluded from returns and refunds:
- Services that have been completed to specification and you have accepted
- Custom-made or personalised products
- Products damaged due to misuse, neglect, or unauthorised modifications
- Normal wear and tear
- Services cancelled more than 30 days after completion
9. Dispute Resolution
If you are not satisfied with our response to a return or refund request:
- Contact us in writing with details of your complaint
- We will investigate and respond within 10 business days
- If unresolved, you may contact:
10. Contact Us
For return or refund requests, please contact us:
Honestlinesafe
58 Readshaw Rd, Duncraig WA 6023, Australia
Phone: +61 478 745 524
Email: light@honestlinesafe.world
Please include your order reference number, date of service/purchase, and reason for return/refund request.
11. Changes to This Policy
We may update this Return and Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.