We want you to be totally satisfied with all products purchased from Förch Australia. If you have an issue or are not satisfied with your purchase, choose the most convenient option from our Returns Policy below.
Our Returns Policy is designed to assist you in returning your product/s. We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian Consumer Law.
In the unlikely event that you are not completely satisfied with your items we will refund your items within 14 days of purchase. In addition, we will happily refund the product or exchange your item provided:
- The goods are returned within 14 days from the date of purchase
- The goods are accompanied by the original receipt issued at the time of purchase
- The goods are returned in the same condition as it was purchased (in an original, unopened and re-sellable condition, including manuals, accessories and packaging)
- The goods are standard stock items (custom made products e.g. VARO Storage Systems are not included)
If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. The Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid, and any representations made about the goods (or service).
We will offer you a replacement, credit or refund where products have a major failure, such as:
- When they are faulty
- Found to be unsafe
- Wrongly described
- Different from a sample shown to you; or
- Do not do what they are supposed to do
Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, replacement or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.
If you believe your item is faulty, please contact our Customer Service Team during business hours (Monday to Friday 7:30am – 4pm, (AWST) on (08) 9303 9133, or visit your closest Förch Australia location.
In some cases, a refund, replacement, or repair may not be offered if you:
- Substantially modify the product
- Misuse the product contrary to user instructions or manufacturers recommendations
- Simply change your mind and do not return the item within the given 14 day period from purchase date
Förch Australia require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.
Damaged In Transit
If damage is only found upon unpacking, then please contact the Förch Australia location that fulfilled your order as soon as possible. Store details can be found on your order confirmation email.
Not As Advertised/Incorrect Item
If your order arrives and it’s not what you ordered, please contact our Customer Service Team during business hours (Monday to Friday 7:30am – 4pm, (AWST) on (08) 9303 9133.
Förch Australia has the right to cancel or not fulfil an order if:
- Förch Australia is made aware after order confirmation that the good/s are no longer in stock and cannot be supplied; or
- A pricing or product description error has occurred. Förch Australia will refund the amount paid in respect of any cancelled order.
Claims and Defect Requests
Förch Australia must be notified of any claims and defect requests within seven (7) business days of delivery or collection, specifying the alleged defect. No claims will be accepted after this time frame.
Goods will not be accepted for return unless agreed in writing by Förch Australia prior to return and then only upon conditions acceptable by Förch Australia. Returns are at the Customer’s entire risk for loss or damage and the Customer shall pay the insurance and freight costs.
The maximum liability of the Company for all claims made by the Customer, or any other parties shall not exceed the purchase price received by the Company for the Goods.
A 10% restocking fee may be payable by the Customer for undamaged Goods that the Company has agreed to accept for return.
Product Assessment
We may need to assess the product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as:
- Sound, electrical and motor driven products
- Compressors
- Power tools; and
- Customer orders – non-stock items
How long do you have to claim?
Consumer guarantees under the Australian Consumer Law & New Zealand Consumer Guarantee Act are not limited by a defined time period & can vary from product to product depending on factors such as the nature of goods, price & statements made on packaging & product labels. Our Store Managers can assist you with further information about the warranty period for the product you return.