Returns & Refund Policy

I. Customer Responsibility Prior to Purchase

Customers are responsible for ensuring that all products ordered are correct and suitable for their intended application.

This includes:

• Verifying product dimensions, specifications, and finishes

• Ensuring compatibility between components

• Confirming compliance with project requirements

ARISTO does not accept responsibility for incorrect product selection made by the Customer.

II. Return Eligibility

To be eligible for a return:

• The request must be made within 30 days of receiving the Goods

• Items must be:

• Unused

• In original condition

• In original, undamaged packaging

• Proof of purchase must be provided

Returns will only be accepted once approved by ARISTO.

III. Non-Returnable Items

The following items are strictly non-returnable:

• Custom-made or cut-to-size products

• Made-to-order or project-specific items

• Products that have been installed, modified, or used

• Items that are scratched, damaged, or not in resalable condition

These exclusions are necessary due to the specialized and fabricated nature of our product range.

IV. Return Process

To initiate a return:

1. Contact us via email at admin@aristogroup.com.au
2. Provide:
   • Order details
   • Description of the issue or reason for return
   • Supporting photos (where applicable)

If approved, instructions will be provided for returning the Goods.

Items returned without prior approval will not be accepted.

V. Inspection on Delivery (Important)

All Goods must be inspected within 48 hours of delivery.

Customers must:

• Check for breakage, defects, or incorrect items

• Notify ARISTO immediately if any issues are identified

Failure to report issues within this timeframe may result in the claim being declined.

VI. Condition of Returned Goods

Returned Goods must be in a condition suitable for resale.

For glass products:

• Panels must be clean

• Protective materials (corner caps, packaging) must be intact

• Glass must be free from scratches, chips, or damage

For hardware:

• Items must be unused

• Packaging must be complete and undamaged

ARISTO reserves the right to:

• Reject returns that do not meet these conditions

• Apply cleaning or repackaging fees where required

VII. Restocking Fee

For returns that are not due to ARISTO’s error:

• A restocking fee of 10% or $30 (whichever is greater) may apply

This reflects handling, inspection, and administrative costs associated with processing returns.

VIII. Return Shipping

• Return freight costs are the responsibility of the Customer

• Original shipping costs are non-refundable

• ARISTO is not responsible for damage during return transit

Customers are encouraged to use insured and trackable shipping methods.

IX. Damaged, Defective or Incorrect Items

If you receive:

• Damaged Goods

• Defective products

• Incorrect items

You must:

• Notify ARISTO within 48 hours

• Provide clear photographic evidence

Upon verification, ARISTO will:

• Offer a replacement, repair, or refund in accordance with Australian Consumer Law

X. Exchanges

Where applicable, ARISTO may offer exchanges subject to:

• Product availability

• Price differences being settled

Exchanges follow the same conditions as returns.

XI. Refunds

Once a return is approved and received:

• Goods will be inspected

• If accepted, a refund will be processed to the original payment method

Refunds:

• Exclude original shipping costs

• May take 5–15 business days to appear depending on your financial institution

XII. Glass Handling & Storage Disclaimer

Glass products must be handled and stored correctly after delivery.

Customers must:

• Avoid stacking glass panels without proper spacing

• Protect panels from moisture and environmental exposure

ARISTO is not responsible for:

• Damage, staining, or deterioration occurring after delivery

• Issues caused by improper handling or storage

XIII. Australian Consumer Law

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL).

Nothing in this policy excludes, restricts, or modifies any rights you may have under applicable law.

XIV. Contact Information

For all return or refund enquiries:

📧 admin@aristogroup.com.au 📞 (08) 9418 8914