RETURNS POLICY

We understand shopping online means you may select something that doesn’t quite fit or maybe just looks a little different to what you thought. With this in mind and to make shopping with us easy we’re happy to accept returns for an exchange or credit but not refund.

Here’s the simple procedure for return or exchange or (refund if item is faulty) of goods purchased online:

  • We only accept returns by mail.  
  • Approved returns can be exchanged or issued a credit note for future shopping.
  • Refunds for a faulty item will be returned to the Credit Card or PayPal account that was used for the original transaction.

To request a return, please email us at sales@level4grates.com.au to notify us of your intended return or exchange.  We will then issue you with a returns form and address.  Please note that returns are unable to be accepted without the returns form.

Here are some conditions we think are fair: 

  • All returns/exchanges must be requested within 14 days of purchase
  • Items must be undamaged and unused with any original tags/labels attached
  • All returned/exchanged items are subject to inspection.  If the item has been damaged or altered in any way the return will be refused
  • All credit notes issued are valid for one year
  • Any shipping costs are the responsibility of the customer and cannot be refunded (unless the item is faulty)
  • Return with tracking is advisable as we are not responsible if returned items are lost in transit
  • Please get in touch with us if you have any further questions

To ensure the preferred item for exchange is held while the returning order is in transit, we recommend emailing sales@level4grates.com.au in advance with the below information:

Name

Contact Number

Email Address

Customer Order Number (located on your invoice)

Desired Item for Exchange (Item name, Size, Colour)

PLEASE NOTE: We will not be held responsible if there is a delay in delivery. 

Customers will be responsible for the return shipping and handling charges.
You will need to send the original or a copy of your invoice with your order. In the event that your product is lost in transit, we will not be held liable and therefore recommend that you send all returns via Registered Post with tracking.
We ask that you allow up to 7 business days from the day we receive your returned package for your account to be credited – for faulty items only.

WARRANTY

Lauxes grates are carefully designed and manufactured to the highest standard with meticulous attention to detail. It is because of this care we stand behind your recently purchased unique, cost effective and rust proof product.

Damages arising from improper/insufficient/negligence care or installation, not in accordance with AS/NZS 3500.2 or manufacturers specifications will void the product warranty.

RUSTPROOF WARRANTY             

A lifetime rustproof warranty is offered on all Lauxes floor grates to the original owner of the product. This guarantees that should all or part of the installed Lauxes floor grate* develop rust to the physical structure of the grate; Lauxes Products shall replace all or part of the warranted product at no cost to the consumer, provided the steps below have taken place:

  • Lauxes floor grates** were installed by a licensed tradesman and in accordance with AS 3740-2010.
  • Primary clean must also take place immediately after installation as outlined in our Care & Maintenance information.

 

* All Lauxes floor grate kit is inclusive of End Caps and Pop Waste
**All Lauxes floor grates are certified plumbing products in compliance with AS/NZ 3500.2

For more information or to receive a Warranty Claim Form, please email us at sales@level4grates.com.au