WARRANTY & RETURNS

WARRANTIES, REFUNDS, REPLACEMENTS & RETURNS POLICY.

  1. WARRANTY INFORMATION:
    1. Key Points:
      1. All furniture comes with a 12-month manufacturer or supplier warranty, unless stated otherwise.

      2. Some products will have an extended warranty which will be listed in the product information.

      3. Electronics and Appliances come with a 3-month manufacturer or supplier warranty.

      4. All other products come with a 45-day store refund policy. (See Clarke Trade Refund Policy (CTRP) Below)

      5. Warranty or policy periods begin at time of purchase.

    2. What Does The Manufacturer Or Supplier Warranty Cover?
      1. All Minor Faults (Including minor cosmetic damage, if not deemed DOA).

      2. All Major Faults.

      3. Wrong Product.

      4. Parts Missing.

      5. Incorrect Product Information (Eg: Product dimensions more than 20mm difference to provided dimensions).

    3. What Is NOT Covered In The Warranty?
      1. Delivery time or late delivery. (Late delivery IS covered in the CTRP)

      2. Damaged on Arrival or Lost in Transit (Don’t worry, DOA & LIT are covered by our carriers or the CTRP)

      3. Product misuse

      4. Expected signs of use, regular wear and tear (eg; finger prints or coffee marks)

      5. Negligence

      6. Wild, extreme or dangerous weather (Unless otherwise specified)

    4. 45 Day Clarke Trade Refund Policy (CTRP):
      1. Notes:
        1. The CTRP is not the same as a manufacturer’s warranty.

        2. The policy applies to any item which is not covered by the manufacturer or supplier.

        3. The policy may also apply to any product where the original warranty condition/s fail to comply with Australian Consumer Law.

        4. Our Store returns policy lasts 45 calendar days. If 45 days have gone by since your purchase, unfortunately we are unable to offer you a refund or exchange.

      2. Our store refund policy covers the following:
        1. Wrong Item or Item not as described (no return or restock fee).

        2. Very late delivery (15+ working days after purchase) (return or restock fee may apply).

        3. Item not fit for intended purpose (no return or restock fee).

        4. Damaged on Arrival.

        5. Lost in Transit.

        6. Minor faults (return or restock fee may apply).

        7. Major faults (no return or restock fee).

      3. Our store refund policy does NOT cover the following:
        1. Product misuse

        2. Expected signs of use, regular wear and tear (eg; finger prints or coffee marks)

        3. Negligence

        4. Wild, extreme or dangerous weather (Unless otherwise specified).

        5. Change Of Mind after 24 hours.

        6. Items on sale or ‘Clearance’ Items (unless damaged or faulty on arrival).

    5. Eligibility Criteria:
      1. In most cases to be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    6. Exemptions & Partial Refunds:
      1. There are certain situations where only partial refunds are granted (if applicable)
        1. Items with obvious signs of use.

        2. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

        3. Several other types of goods are exempt from being returned: Perishable goods such as (but not limited to) food, flowers, newspapers or magazines cannot be returned.

        4. We do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

        5. Additional non-returnable items: Gift cards, downloadable software products and some health and personal care items.

    7. Refunds, Returns & Replacements Processing:
      1. Refunds:
        1. In the event that spare parts or replacements are not available or practical to send, you may be offered a full or partial refund to keep the item in its current condition.

        2. In the event that you are entitled to a refund, you will be immediately notified and your refund processed.

        3. Clarke Trade reserves the right to withhold any funds until the item has been confirmed received by us.

        4. All refunds will be sent back through the same method used to pay for the order, If you prefer your refund amount in store credit, please advise us at the start of your claim.

        5. Depending on the payment method used the refund will generally be returned to your account within 24 hours, however please allow up to 7 days for it to arrive.

      2. Returns & Replacements:
        1. In the event that replacement parts are required, they will be sent as soon as possible, if available.

        2. In some cases it may be more practical or convenient for the customer to source their own replacement part/s, this is at the discretion of the customer and we cannot guarantee full reimbursement of any purchased replacement parts.

        3. In most cases, replacement units cannot be dispatched prior to a successful return.

      3. Change Of Mind (COM):
        1. Unfortunately, we do not offer a ‘Change Of Mind’ solution at this point.

        2. In the case of an error please get in touch ASAP, if it is within 24 hours of your order then we may still be able to cancel it for you without any restocking fee.

        3. If we cannot cancel your order, we may still be able to offer up to a full refund if the item is returned in the same condition it was dispatched.

        4. The customer may be liable for the cost of return shipping or restocking.

    8. Important Information, Customer Obligations & Good Practices:
      1. Please keep all original packaging for a minimum of 14 days.

      2. Please do not return any package without our prior approval (A return ID will be required for it to be received at the warehouse successfully).

      3. It is good practice to take a photo of the parcel (including any shipping labels) at the time it is received in the condition it was received in, even if it looks OK.

      4. Clarke Trade aims to respond to all claims received within 2 hours during any work day, however we are a small team and depending on the volume we cannot guarantee an immediate or timely response every time, if you have not received a response to your claim within 48 hours, please double check the address of your message (support@clarketrade.com) and then kindly contact us.

      5. You are required to notify us within 10 working days of your parcel being delivered in the unlikely event that the item arrives damaged, faulty, not as described or incorrect product.

      6. It is the customers responsibility to clearly and completely describe the full details of the issue and/or claim, Clarke Trade reserves the right to dispute any claims we believe to be untrue, fabricated or fraudulent.

      7. The total liability for any product will not exceed its final sale value.

      8. Any form of harassment toward Clarke Trade, its employees or associates will be immediately reported to the appropriate authorities, their claim may also be dismissed and closed.

  2. Creating A Warranty Or CTRP Claim With Clarke Trade:
    1. First, gather the following information regarding your claim:
      1. Order Number (You can find this in your order confirmation email).

      2. Images of all shipping labels on parcel/s.

      3. Item codes of missing items or manual with missing parts highlighted (If applicable).

      4. Images or video clearly showing goods how they arrived in original packaging (If applicable).

      5. Images or video clearly showing or demonstrating fault or issue (if applicable).

      6. Image / video max size 25mb.

    2. Once you have this information, create an email to support@clarketrade.com

    3. Submit the information to us along with any other relevant details and supporting documents.

    4. Please note: you cannot submit a claim using the contact us form, as it does not allow attachments which will be required to process your claim.

    5. Once we have received your claim a ticket will be created and if necessary or relevant to the claim; the details will be forwarded to the manufacturer, supplier or delivery partner for processing (otherwise it will be processed by us under our CTRP).

    6. you will be provided with the ticket ID for future reference.

    7. If the claim is successful, you will be notified about the result along with any required actions by you to complete the claim.

    8. If the claim is not successful you will be notified about the result including any reasoning or factors leading to the decision.

    9. Refunds, returns or replacements are processed according to the policies in the Refunds, Returns & Replacements Policy.

  3. Definitions:
    1. DOA: Damaged On Arrival
    2. LIT: Lost In Transit
    3. CTRP: Clarke Trade Refund Policy
    4. COM: Change Of Mind
    5. RRRP: Refunds, Returns & Replacements Policy.
    6. Work or Working Day/s: Monday, Tuesday, Wednesday, Thursday & Friday are Work Days, unless public holiday.
    7. Calendar Day/s: Any day of the week.