Damaged, Incorrect or Missing Items

Damaged or Not as Described

Email us immediately if an item arrives damaged or is not as described. Please include photos of:

• The item
• All packing materials
• The shipping label

We will advise you of any inspection requirements and the next steps.

Shortages or Missing Items

• Notify us within 48 hours of delivery.
• Keep all packaging until the matter has been resolved.

Manufacturer Warranty Faults

• Items may need to be returned for inspection.
• Warranty coverage applies to manufacturing faults and does not generally cover normal wear and tear, misuse or damage caused by improper handling.

Incorrect Size & Exchanges

• The item must be unworn and in its original condition with all tags, stickers and packaging.
• The return must be initiated within 3 business days of receipt.
• Once the original item has been received, we will ship the replacement size, where the replacement shipment is up to 0.5 kg, free of charge.
• The customer is responsible for return shipping.

Exchange & Restocking Fees

Non-standard or special-order sizing is final sale and cannot be returned.

How to Return an Item

1. Request an RMA number. Email support@craftsmanhardware.com.au before sending the item. Returns without a Return Authorisation number may be rejected.
2. Include the required information in the parcel.
   • Your original invoice
   • A note explaining whether you are requesting an exchange, refund or warranty assessment
   • The RMA number clearly shown inside the parcel
3. Pack the item securely.
   • Use the original packaging where possible
   • Remove or cover previous shipping labels
4. Use a tracked return service. Email us the tracking or consignment number after lodgement. We cannot verify the location of lost untracked returns.

Refunds

• Refunds apply only to items that comply with our returns policy.
• Certain items are non-refundable, including sealed liquids, fasteners and products that are not in resalable condition, except where required by law.
• Items must be in their original, unopened packaging unless the item is defective.
• Refund processing may take up to 10 business days.
• You will receive an email confirmation once the refund has been processed.
• Shipping charges are non-refundable unless the return results from an error by Craftsman Hardware or where otherwise required by law.

Shipping estimates shown at checkout depend on carrier availability, destination and product weight. Many freight services are weight-based, and product weights are shown on relevant product pages.

Delivery Problems

Tracking Shows Delivered, but the Parcel Cannot Be Found

• Check around the property, mailbox, neighbouring properties and, where applicable, building management or reception.
• Verify the delivery address shown on your order confirmation.
• If Authority to Leave was selected, refer to the applicable delivery conditions.
• Contact us if you require assistance with a carrier investigation.

No Tracking Scans or Delayed in Transit

• Weather, peak freight periods, customs processing and other carrier delays may affect delivery.
• Once the shipment is eligible for investigation, we can lodge a trace with the carrier.

Failed Delivery or Returned to Sender

• We will notify you once the parcel has returned to us.
• Re-delivery requires payment of the applicable re-shipping costs.
• Original shipping charges are generally non-refundable.

Sale, Clearance & Discontinued Items

Items purchased at a reduced sale, clearance or discontinued price are considered final sale for change-of-mind purposes.

Change of Mind & Incorrect Size

• Sale items cannot be returned or exchanged because you have changed your mind.
• Please select sizing carefully before purchasing, as incorrect size selection is not eligible for voluntary exchange or refund on sale items.
• This includes selecting the wrong size, colour, model or quantity where the item supplied matches the product ordered.
• Sale items cannot be exchanged for another size simply because the selected size does not fit as expected.

Faulty, Damaged or Incorrectly Described Items

• Your rights under the Australian Consumer Law continue to apply to sale items.
• If an item is faulty, unsafe, damaged, does not perform as reasonably expected, or does not match its description or representations made at the time of sale, please contact us.
• Depending on the circumstances and the requirements of the Australian Consumer Law, you may be entitled to a repair, replacement, refund or other remedy.
• Our sale-item policy does not exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

Known or Disclosed Faults

• Where a particular fault, defect, cosmetic issue or other limitation was clearly disclosed before purchase, a return cannot generally be made solely because of that disclosed issue.
• Your Australian Consumer Law rights may still apply if the item develops a different problem that was not disclosed at the time of purchase.

Important Return Conditions

• Retain return tracking information until the return, exchange or refund has been finalised.
• Items returned without an RMA number may be refused.
• Hygiene-sensitive and special-order products may not be eligible for voluntary returns.
• Damage caused by inadequate return packaging may affect refund or exchange eligibility.

Last updated: 12 August 2025.