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Refund policy

NO GOOD? NO WORRIES

We can't stand the thought of you not being 100 percent happy with your new Cassini additions. That's why our No Good, No Worries policy lets you send back any product within 30 days of delivery, for any reason or no reason at all. Difficult returns policies are our all time bugbear, so we go out of our way to keep this simple.

(Yes, some people take advantage of us from time to time, but hey that's their conscience not ours)

Change of mind returns

To return a product because you've changed your mind, just get in touch within 30 days of delivery. The product needs to be unused and returned with its original packaging intact, even if it's been opened.

You can return your item two ways:

  • By post. Contact us first and we'll walk you through it. Return postage for change of mind returns is at your cost.
  • Drop it off. If you're local, you're welcome to drop your item back to our headquarters at 143 Allingham Street, Golden Square VIC 3555 during business hours.

There is no restocking fee. Once we've received and checked your return, we'll process your refund, credit or replacement within 5 business days.

To get started, email hello@dorsetaustralia.com.au or call us on 1300 121 800 with your proof of purchase handy (your order number or tax invoice).

Faulty or not as described

Change of mind conditions don't apply here. If a product arrives faulty, damaged or not as described, contact us and we'll sort it out. Cassini covers return freight on approved faulty claims, and your rights under the Australian Consumer Law apply in full, as set out below.

Your rights under the Australian Consumer Law

Our goods 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 the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. These rights are in addition to, and not limited by, anything in this policy.

Cassini Product Warranty

Cassini stands behind the quality of everything we make. We provide a three year warranty against defects on all Cassini products, covering defects in materials and workmanship under normal domestic use.

If a Cassini product is found to be faulty within three years of the date of purchase, we will replace the faulty product, or the faulty part, free of charge. This warranty is a replacement warranty. It covers the supply of a replacement product or part only. It does not cover the cost of removing the faulty product, installing the replacement, or any related plumbing, labour, on-site attendance, or freight to site. Cassini does not carry out on-site repairs, removals, or installation.

What this warranty covers
This warranty applies to defects in materials and workmanship in Cassini products that are properly installed and used for normal residential purposes, for a period of three years from the date of purchase shown on your proof of purchase.

What this warranty does not cover
This warranty does not apply to:

  • normal wear and tear, including the gradual ageing or deterioration of finishes and surfaces over time
  • damage caused by incorrect installation, or installation not carried out by a licensed plumber where one is required by law
  • damage caused by misuse, neglect, accident, or failure to follow our care and installation instructions
  • damage caused by abrasive or unsuitable cleaning products, chemicals, or cleaning methods
  • damage or fault caused by water quality, debris, or water pressure outside the recommended operating range
  • products used in a commercial or non-residential setting, unless we have agreed otherwise in writing
  • products that have been modified, altered, or repaired by anyone other than Cassini or a person we authorise
  • damage occurring after delivery during handling, storage, transport, or installation by you or a third party

How to make a claim
If you believe a product is faulty, please stop using it and contact us within the warranty period at hello@dorsetaustralia.com.au or call 1300 121 800. To assess your claim we will need your proof of purchase (your order number or tax invoice), along with a description and clear photographs of the fault. We may ask you to return the product, or the faulty part, to us for inspection at 143 Allingham Street, Golden Square. VIC 3555.

Who pays for what
Cassini will supply the replacement product or part and cover the cost of standard delivery of that replacement to you. [You are responsible for the cost of returning the faulty product to us / Cassini covers return freight on approved claims.] and for any costs of removing the faulty product and installing the replacement, including any plumber's fees.

Your rights under the Australian Consumer Law
The benefits given to you by this warranty are in addition to other rights and remedies you have under the Australian Consumer Law and any other applicable law. Nothing in this warranty limits or replaces those rights. In particular, for a major failure you may be entitled under the Australian Consumer Law to choose a refund or replacement, and to compensation for any other reasonably foreseeable loss or damage.

Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

 

THE TEDIOUS LEGAL STUFF

1. Defects, Warranties and Returns, Competition and Consumer Act 2010 (CCA)

1.1

The Buyer must inspect the Goods on delivery and must within seven (7) days of delivery notify the Seller in writing of any evident defect/damage, shortage in quantity, or failure to comply with the description or quote. The Buyer must notify any other alleged defect in the Goods as soon as reasonably possible after any such defect becomes evident. Upon such notification the Buyer must allow the Seller to inspect the Goods. These timeframes do not limit your rights under the Australian Consumer Law.

1.2

Under applicable State, Territory and Commonwealth Law (including, without limitation the CCA), certain statutory implied guarantees and warranties (including, without limitation the statutory guarantees under the CCA) may be implied into these terms and conditions (Non-Excluded Guarantees).

1.3

The Seller acknowledges that nothing in these terms and conditions purports to modify or exclude the Non-Excluded Guarantees.

1.4

Except as expressly set out in these terms and conditions or in respect of the Non-Excluded Guarantees, the Seller makes no warranties or other representations under these terms and conditions including but not limited to the quality or suitability of the Goods. The Seller’s liability in respect of these warranties is limited to the fullest extent permitted by law.

1.5

If the Buyer is a consumer within the meaning of the CCA, the Seller’s liability is limited to the extent permitted by section 64A of Schedule 2.

1.6

If the Seller is required to replace the Goods under this clause or the CCA, but is unable to do so, the Seller may refund any money the Buyer has paid for the Goods.

1.7

If the Buyer is not a consumer within the meaning of the CCA, the Seller’s liability for any defect or damage in the Goods is:


(a) limited to the value of any express warranty or warranty card provided to the Buyer by the Seller at the Seller’s sole discretion;


(b) limited to any warranty to which the Seller is entitled, if the Seller did not manufacture the Goods;


(c) otherwise negated absolutely.

1.8

Where the Seller is acting as an agent for a manufacturer or supplier, the Seller shall not be liable for any alteration, repair or variation in the Goods which is carried out by an unauthorised party without the Seller’s consent.

1.9

Subject to this clause 13, returns will only be accepted provided that:


(a) the Buyer has complied with the provisions of clause 13.1; and


(b) the Seller has agreed that the Goods are defective; and


(c) the Goods are returned within a reasonable time at the Buyer’s cost (if that cost is not significant); and


(d) the Goods are returned in as close a condition to that in which they were delivered as is possible.

1.10

Notwithstanding clauses 13.1 to 13.8 but subject to the CCA, the Seller shall not be liable for any defect or damage which may be caused or partly caused by or arise as a result of:


(a) the Buyer failing to properly maintain or store any Goods;


(b) the Buyer using the Goods for any purpose other than that for which they were designed;


(c) the Buyer continuing the use of any Goods after any defect became apparent or should have become apparent to a reasonably prudent operator or user;


(d) the Buyer failing to follow any instructions or guidelines provided by the Seller;


(e) fair wear and tear, if used in an exterior application, any accident, or act of God.

1.11

The Seller may in its absolute discretion accept non-defective Goods for return in which case the Seller may require the Buyer to pay handling fees of up to ten percent (10%) of the value of the returned Goods plus any freight costs.

1.12

Notwithstanding anything contained in this clause if the Seller is required by a law to accept a return then the Seller will only accept a return on the conditions imposed by that law.