Refund policy

Please check your order when it arrives. If an item was damaged in transit, we sent you the wrong item, or you discover a fault, please contact us as soon as possible.

1. Items damaged in transit or sent in error. Please contact us with your order number before returning the item. If a return is needed, we’ll provide a prepaid return label or arrange collection at our expense. Please keep the item and any packaging you still have while we confirm the next steps. We’ll arrange a replacement or refund as appropriate.

2. Faulty items. If you believe an item is faulty, please contact us with your order number or proof of purchase and a description of the problem. We may need to inspect the item before determining the appropriate remedy. Depending on the circumstances, you may be entitled to a repair, replacement or refund under the Australian Consumer Law. If we confirm the item is faulty and you’ve already paid reasonable return costs, we’ll reimburse those costs. For large, heavy or difficult-to-return faulty items, we’ll arrange collection or cover the cost of return as required by law. Please contact us before posting the item and keep any postage receipts.

3. Online change-of-mind returns or orders placed in error. If you change your mind or ordered the wrong item, please contact us promptly. You can return the item within 30 days of the date you placed your order. If your order hasn’t been dispatched, we can cancel it and issue a full refund. If it has already been dispatched, you’re responsible for the return postage and an Order Cancellation Fee may be deducted from your refund. The fee varies depending on the size of the items, and we’ll tell you the amount before you proceed with the return. Items must be unused, undamaged and in resaleable condition, with their original packaging. Please pack the items securely and follow the return instructions we provide. We’ll process any refund after we receive and inspect the returned items.

4. Missed deliveries and uncollected parcels. If Australia Post takes your parcel to a local post office after a missed delivery, please check the collection deadline on the delivery notice or tracking page. If the parcel is returned to us because it wasn’t collected, you can ask us to resend it or cancel the order. Additional postage applies if you choose redelivery. If you choose to cancel, an Order Cancellation Fee may be deducted from your refund. The fee varies depending on the size of the items, and we’ll tell you the amount before cancelling the order.

5. Australian Consumer Law. The 30-day period in section 3 applies to online change-of-mind returns, including when you ordered the wrong item. Your rights and remedies under the Australian Consumer Law continue to apply.

6. In-store change-of-mind returns. If you bought an item in our physical store and changed your mind, please bring it back with your receipt, all parts, the original packaging and any documents included with the item. The item must be unused and in its original condition. Eligible in-store change-of-mind returns are processed as store credit.

7. How to contact us about an online order. Email us at admin@doublebayhardware.com.au and include your order number so we can locate your order and explain the next steps.

Refunds are issued to the original payment method. Where appropriate, we can issue store credit if you agree.

1. Log in to your account: 

• In the "Email" field, enter your email address, and then click "Continue".
• In your email box, open the email sent from our store and copy the six-digit verification code included in the email.
• Go back to the online store, and then enter a six-digit verification code.

2. Click "Request return" for the order that you want to submit the return for.

• If your order has more than one item, then select the items that you want to return.
• Select a return reason and add a note for the store.
• Click "Request return".

3. If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.