Business information

CORRESPONDENCE ADDRESS ONLY

WOODUPP AUSTRALIA PTY LTD

Phone: 1300 966 387

Mail: info@woodupp.au

Address: WOODUPP AUSTRALIA PTY LTD

1/7 McPhail Rd,

Coomera, QLD 4209

ABN: 63686803574

ACN: 686 803 574

 

Guarantee

Warranty Coverage
The Company warrants that its products, spare parts, and associated services will be free from material defects in design, materials, and workmanship for a period of 12 months from the date of delivery.
For any parts replaced under warranty, the warranty period is 6 months from the date of replacement or the balance of the original 12-month warranty period (whichever is longer).

Exclusions
This warranty does not cover:

• Normal wear and tear;
• Damage caused by storage, installation, use, or maintenance that is inconsistent with the Company’s instructions or standard industry practice;
• Repairs, alterations, or modifications not performed by the Company or its authorised agents;
• Damage caused by events outside the Company’s control.

Making a Claim
If you believe your product has a defect during the warranty period, you must notify the Company in writing within a reasonable time after discovering the defect.
You must provide details of the defect as reasonably requested by the Company.

Inspection and Assessment
Within a reasonable time after receiving your warranty claim, the Company will assess the product to determine whether the defect is covered by this warranty.
The Company may require you to return the defective product or part for inspection.

• You will bear the cost and risk of transporting the product to the Company.
• If the defect is confirmed as covered by this warranty, the Company will bear the cost and risk of returning the repaired or replacement product or part to you.

Remedy
If a defect is covered by this warranty, the Company will, within a reasonable time:

• Repair or replace the defective product or part; or
• Supply replacement parts to you for installation.

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

Panels and Samples

To ensure complete satisfaction, we highly recommended ordering a sample prior to placing an order for panels. Please be aware that the colors of the panels displayed on computer screens may vary due to differences in computer resolutions and settings. We strive to provide accurate representations of our products, but we cannot guarantee an exact color match on digital devices. Additionally, as wood is a natural product, the tonal colours and textures of the wood may differ from the sample received. All products labeled as “rustic” will exhibit the inherent characteristics of wood, such as knots, open knots, pips, cracks, splits, and medullary ray. While we make every effort to provide accurate representations, these natural variations contribute to the unique charm and character of the wood.

It’s important to note that not all samples will show the true character of the wood. By ordering a sample, customers can assess the actual colours, textures, and natural characteristics of the panels before making a final decision. Please note that there may be slight variations in colour, texture, and appearance between the sample and the actual product, and by the ordering products from us, customers acknowledge and accept this possibility.

Free Products and Discounts with Minimum Purchase Value:

During special promotions, customers who spend a certain amount may qualify for extra benefits, like a free product or discount. These offers only apply during specific campaigns.

If you return part of your order and your new order total falls below the required amount to unlock the discount or free product, we’ll adjust your refund. This means your refund will be reduced by the non-discounted sales value of any free products or discounts you no longer qualify for.

Customer Satisfaction and 60 - Day Return Policy

We are committed to ensuring your satisfaction with every purchase from us. Our 60-Day Returns Policy offers you the opportunity to return or exchange items under the following conditions:

Return Eligibility

• To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.
• The 60-Day Returns Policy starts from the date you receive your item.
• You will have 30 days from the receipt of shipment to request a return or exchange. Once the return or exchange request has been accepted, you have a further 30 days to return the order to us.
• Only regular priced items may be refunded. Unfortunately, sale items are not eligible for a return.
• Items marked as final sale are not eligible for returns or exchanges.

Return Process

• You have 30 days from the date you receive your order to request a return or exchange.
• Once your return or exchange request is approved, you will have a further 30 days to return the item(s) to us.
• Items can only be exchanged once.

Instructions on how to Return items

• To initiate a return or exchange, please visit our return/exchange portal [here].
• Please do not send back product without requesting a return first, as the shipment won’t be booked in with our warehouse and therefore could be unidentifiable or misplaced on arrival, leading to delays in your refund or exchange.
• Ensure that the item(s) you are returning are securely packaged in the original packaging.

Refunds

• Once your return is received and inspected, we will issue a refund to your original method of payment.

Right of Withdrawal Policy

When you shop at Woodupp.au, you are entitled to a 30-day right of withdrawal, allowing you to return your purchased item if you regret the purchase. Here are the detailed terms and conditions:

1. Duration:

The 30-day period starts from the day you receive the item.

If the deadline falls on a public holiday, Saturday, Constitution Day, Christmas Eve, or New Year’s Eve, it is extended to the next working day.

To exercise your right of withdrawal, notify us clearly via our online portal [here] within 30 days of receiving the item.

2. Handling of Goods:

Upon receipt, you may handle the goods only to determine their nature, properties, and functionality.

You are liable for any depreciation in the item’s value due to excessive handling. Items handled beyond the necessary extent to determine their nature, properties, and functionality are considered “used”, this also includes any alterations made to electrical products. Used items typically have no market value, and refunds for such items may be significantly reduced or not provided at all.

3. Return and Exchange Costs:

For straightforward returns or exchanges, you are responsible for the return shipping costs.

Comparatively, if the item is faulty or damaged, we will cover the cost to send the exchanged item to you.

4. Risk and Liability:

You bear the risk for the item from the moment it is delivered to you.

Upon return, you are responsible for ensuring the item is packed properly.

5. Non-Receipt Refusal:

Simply refusing to receive the item does not constitute a valid exercise of the right of withdrawal. Clear notification must be provided.

If you notify us of your intention to withdraw and a refund has been issued but do not return the goods, a new invoice for the refund amount will be issued and must be settled within 30 days of delivery.

By adhering to these guidelines, you can ensure a smooth process for exercising your right of withdrawal and managing returns or exchanges with Woodupp.au.

Custom Orders

• If we have produced goods specifically for you, they will not be eligible for return.
• If a deposit has been taken and the goods have entered production, we will therefore not be able to issue a refund or credit against the deposit.

Return Address

Returned items are sent to:

1/7 McPhail Rd,

Coomera, QLD, 4209

Note: All deliveries need to be prearranged by visiting our returns portal [here], prior to delivery, or they risk being refused. 

Refund Process

Once the goods have been returned to us in accordance with our return policy, a refund will be processed.

Should you have any questions or concerns regarding the refund calculation, please do not hesitate to contact our customer service team for further assistance [here].

We appreciate your understanding and cooperation in adhering to these terms and conditions. Your satisfaction is of utmost importance to us, and we strive to provide a smooth and satisfactory shopping experience.

Note! Any deliveries that require payment will be refused. Remember that the item must always be returned in the original packaging.

Contact us

If you want to contact us, you can do so by email: info@woodupp.au or by phone: 1300 966 387

 

Our terms and conditions supersede all those of anyone who purchases from us.