At Williams Brothers, we prioritise your satisfaction. Hopefully, you'll become one of the many customers who contact us to share the joy of their experience with us. However, if you receive a product with a manufacturing defect, you can rest assured that you are eligible for a return or exchange under Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).

Williams Brothers Return and Refund Policy

We’re proud to offer a simple and straightforward process. Here’s everything you need to know:

The Australian Consumer Law (ACL) and New Zealand Consumer Guarantees Act (CGA) and Your Rights

The Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA) protect consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill.

These rights, which the ACL and CGA say automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’.

Our goods come with guarantees that cannot be excluded under the law. You are entitled to a replacement or refund for a major failure and for 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 failure does not amount to a major failure.

Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.

Williams Brothers Refund and Warranty Policies

Williams Brothers offers a refund, replacement, or repair under two conditions:

Unused & Unopened, packaging in good condition (product not faulty) - eg: cancellation, change of mind, wrong product, never arrived, exchanges: If you're not completely satisfied, your purchase is covered by our Extended 30-Day Money-Back Guarantee (below).

•  Policy: 100% Refund of the original product price
•  Time Limit: 30 days of receiving your order

Faulty or Damaged Product with packaging in any condition or packaging discarded: If the item has a manufacturing defect through no fault of your own.

•  Policy: Refer to Minimum Voluntary Warranty Policy Guide. (below)
•  Time Limit: 90 days of receiving your order. Refund may be available after 90 days if breach of Consumer Guarantees.

Extended 30-Day Money-Back Guarantee

According to Australian Consumer Law (ACL) and New Zealand Consumer Guarantees Act (CGA), return requests for change of mind must be made within 7 days of receiving the product and customers are responsible for return shipping costs for change-of-mind returns.

At Williams Brothers, we go beyond the legal requirements by offering an "EXTENDED 30-DAY MONEY-BACK GUARANTEE". If you're not completely satisfied, our support team offers a hassle-free return process.

Eligibility:

• To request a refund, please contact us within 30 days of receiving your order. You must return the item to our Australian warehouse and provide proof of purchase from Williams Brothers.
•  Customers are responsible for return shipping costs.
• IMPORTANTE: Your item must be unused, unworn, and in its original condition with all packaging and tags intact, including any unbroken seals.

• Once we have received your unused product, Williams Brothers or the manufacturer will inspect the item at no cost to the customer to determine if it meets our resalable condition standards.
• IMPORTANTE: The product must be undamaged and in resalable condition.
• If the product packaging, tags, and seals are determined as in good condition, then the customer can request an exchange or a full refund of the original product price, excluding any delivery costs.  

If your product never arrived: First, track you order on our Tracking Page. Then review our timeframes on our Delivery Policies. If you still need assistance contact us at hello@williamsbrothers.com.au.

Williams Brothers Minimum Voluntary Warranty Policy

Under Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA), you are entitled to a refund, replacement, or repair if a product has a major defect or does not function as expected, regardless of the 7-day return policy.

Our Minimum Voluntary Warranty Policy ensures consumer these guarantees, even if no explicit warranty is offered. 

Eligibility:

• It applies to all products purchased from Williams Brothers. If you believe your item has a manufacturing defect, please contact us to assess the best solution.
• To request a repair, remedy, or refund, you must return the item to our Australian warehouse and provide proof of purchase from Williams Brothers.
• The return of the item to be repaired will be the customer’s responsibility until it reaches us. Customers are responsible for return shipping costs.  

• Once we have received your product, Williams Brothers or the manufacturer will inspect the item at no cost to the customer to determine whether the product is faulty and the cause of the fault within a reasonable time frame:

1. 1.  If the claim is done within 90 days of receiving your order: 
      the customer can request an exchange or refund of the original purchase price, excluding the delivery cost (if any). Alternatively, customers can request repair free of charge in accordance with the manufacturers warranty.
      
   2. If the claim is done within no more than 12 months of receiving your order:  the customer can request repair free of charge by an approved manufacturer’s repairer:

• • • > If a problem is minor, we may offer a repair within a reasonable timeframe, at no cost to the consumer.
    • >If the issue is major, and If the goods cannot be repaired within a reasonable time frame the customer has the right to choose between a replacement or repair. Williams Brothers will then replace the product with a new or used product that has similar features.

• In some circumstances, the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price, excluding the delivery cost (if any). 
  
• These terms also apply to Extended Warranty claims (if applicable) within the time limit set by the store or manufacturer of each product.
  

Extended Warranties

Extended Warranty Claims: When applicable, details will be provided on the product page. If offered by the store or manufacturer, a refund, replacement, or repair may be granted based on the specified duration for each product and according warranty terms of our Williams Brothers Minimum Voluntary Warranty Policy.

Return Shipping Costs:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

Delivery of returned product due to a product defect covered by the ACL or CGA, we will provide the free delivery shipping.

Exceptions

• Some items may not be eligible for return due to hygiene reasons or custom orders.
• Some products may be eligible for a longer return period depending on the product. Please check the product page for specific return conditions.

Note: If there’s no specific note on the product description stating that returns are not accepted, or no note at all, it means you are eligible for a return or refund.

Consideration:

Whilst individual circumstances may vary and the law is uncertain, the policies set out above are intended to provide you with remedies that Williams Brothers believes in most circumstances to be consistent with your statutory rights under the ACL and CGA in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under a law in relation to the goods sold by Williams Brothers. If you're not satisfied with a remedy under the Williams Brothers Minimum Voluntary Warranty Policy, please contact us to discuss your concerns for further consideration by Williams Brothers. 

Important Links:

For more information regarding Consumer Guarantees, Your Rights and the Australian Consumer Law visit the Australian Competition & Consumer Commission (ACCC) website: http://www.accc.gov.au/consumers/consumer-rights-guarantees

For information regarding consumer rights in New Zealand, refer to the Consumer Guarantees Act (CGA). You can visit the New Zealand Commerce Commission (NZCC) website for more details: https://comcom.govt.nz/consumers/your-rights-as-a-consumer

 How to Get Your Refund

Step 1:

Contact us at hello@williamsbrothers.com.au to start your return. Our Support Team will guide you through the process.

Step 2:

Return the product to the closest address provided by our team. We recommend using a trackable service to ensure the item reaches us safely.

Step 3:

Once we receive and inspect the returned product to confirm it meets the requirements, we’ll proceed with your refund or exchange usually in 5 business days (up to 30, it depends on the original payment method).

Step 4:

We’ll send you an email to confirm when the refund has been processed or the exchange is complete. 

How to Return your Product

• Customers are responsible for return shipping. Return the product to the nearest address provided by our team. You'll be enquired to provide proof of purchase from Williams Brothers.
• If you need any assistance with the process, please don’t hesitate to reach out.

For change-of-mind returns:

• Please ensure the item is unused, unworn, and in its original condition with all packaging and tags intact, including any unbroken seals.

• The product must be in resalable condition and undamaged.

NOTE: We recommend insuring valuable items to ensure they reach us safely. If the product doesn’t arrive, we can’t issue a refund or exchange.

To ensure a smooth return process, please contact our support team before sending your item. Once your return request is confirmed and registered, we will provide the return address via email.

 The Refund Process

Once we receive your return, we will inspect it to ensure it meets the requirements. If everything checks out, we’ll process your refund or exchange up to 30 days, but usually 5 business days. It depends on the original payment method.

Refund & Exchange Options

• Exchange for another product in stock.
• Store Credit equivalent to the value of the returned product.
• Full refund - 100% Refund of the original product price into your original payment method (only applicable for defective products under ACL & CGA).
• Extended 30-day money-back guarantee: we offer a hassle-free, no-questions-asked refund process with 100% Refund of the original product price. 

Refund Processing Time:

• Refunds typically take up to 30 days to be processed after approval.
• Depending on your payment provider, the refunded amount may take additional time to reflect in your account.

Need Help?

If you have any questions or need further assistance, we’re here to help. Contact us anytime at hello@williamsbrothers.com.au or you can reach us through WhatsApp at +61 414 906 070. We’ll stay in touch every step of the way and  guide you through the process.