Returns Policy

Bowens will happily assist customers who wish to return or exchange goods purchased from any of our stores across Australia or online. Our returns policy is in addition to your rights under the Australian Consumer Law.

When returning or exchanging products in store, please speak to a Bowens staff member upon entry and you’ll be directed to our counter where we will provide you with assistance.

Change of mind returns/exchanges

We are pleased to offer change of mind returns or exchanges.

With a receipt or tax invoice:

• We can provide a refund
• All returned goods must be unused, in original packaging and in saleable condition
• Receipts and tax invoices must be valid and intact. All refunds will be provided back in the original tender. Cheques will be refunded as cash (once bank processing of the cheque has occurred) and credit card refunds must be processed back onto a credit card. Note: A credit card must be present to receive a refund.

Without a receipt:

We will record your proof of identification (e.g drivers’ licence) when processing change of mind returns without a receipt. Without this, we may not be able to accept your return.

• We can provide an exchange voucher or an exchange for ‘like’ goods
• All goods for exchange must be unused, in original packaging and in saleable condition
• Exchange vouchers are valid from time of issue and are redeemable at any store. These vouchers are not redeemable for cash or gifts cards.

30 Day Trade account returns/exchanges

If you’re an account customer and presenting goods for return or exchange, a copy of the original invoice must be presented in-store along with the goods to arrange an account credit. Large quantities are not generally available for change of mind returns or exchanges.

Online purchases & exchanges

Online purchases can be returned either in-store with the tax invoice or by contacting our Customer Support team via help@bowens.com.au for assistance.

Exceptions

Unfortunately, we cannot offer a change of mind refund or exchange on the following items:

• Specials buy-Ins
• Custom made products (i.e. specialty doors)
• Any product/s specifically cut to size at your request
• If packaging has been opened
• Tinted paints

These products can still be returned if they are faulty, not fit for purpose or do not match the sample or description.

Other returns & exchanges

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You’re entitled to a replacement or refund for a major failure and compensation for other reasonably foreseeable loss or damage. You’re also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality but the failure does not amount to a major failure.

We will accept product returns and provide you with a replacement, refund or repair where:

• The product is faulty or is not of acceptable quality; or
• The product is not fit for its intended purpose; or
• The product does not match its sample or description.

We recommend you retain your receipt, as we may require proof that you purchased the product from us. Bowens will be able to advise you whether a refund, exchange, repair or replacement is available.

Product recall

Find out more about product recalls.

When to return a product

You are entitled to a replacement, credit or refund where item(s) are:

• Faulty;
• Wrongly described; or
• Different from a sample shown to you.

How long do I have to return a product?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels. Our Branch Managers can assist you with further information about the warranty period for the product you return.

Expenses relating to product returns

Any expenses relating to the return of products are to be paid by the consumer.

Some products need to be assessed

We may need to assess your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer / supplier or their repair agent for assessment.

You should contact your local Bowens branch in the first instance. If you are unable to contact your nearest Bowens branch, please contact help@bowens.com.au for assistance along with an order confirmation number.

Liaising with the manufacturer or Supplier

For some product assessments you may have the option to liaise directly with the manufacturer or their repair agent. Our staff can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We will offer a refund or replacement if the product is assessed as having a major failure.

Exclusions

In some case’s a refund, replacement or repair may not be offered if you:

• Substantially modify the product;
• Misuse the product contrary to user installation instructions or packaging labels; or
• Simply change your mind.

Certain products are usually excluded under our Returns Policy unless they are faulty, these may include:

• Custom made products (i.e. specialty doors)
• Any product/s specifically cut to size at your request
• If packaging has been opened
• Tinted paint
• Clothing (Underwear), footwear and socks; and
• Gift-cards, vouchers, credit vouchers.

Special procedure for the return of certain products

For safety reasons, please contact your nearest Bowens store before returning any bulky products. We may be able to assess or organise a supplier or sales representative to inspect the products at your site. This may include:

• Cladding
• Flooring; and or
• Decking

Where to return an online product?

Item(s) purchased online can either be returned to any Bowens store or please contact help@bowens.com.au for assistance along with an order confirmation number for all online deliveries.

What information will be requested to complete the online return?

To complete your return online, you will need to provide the following details:

• Online order ID;
• The name of the person that placed the order as shown on the order confirmation;
• An email address where we can send updates on the progress of the return;
• An Australian mobile phone number, should we need to contact you.

Incorrect item received?

In the event you receive an item that differs from what you have ordered, you should contact your local Bowens branch in the first instance. If you are unable to contact your nearest Bowens branch, or if they are unable or unwilling to accept a return, please contact help@bowens.com.au for assistance along with a order number

We can investigate further and advise the quickest way help@bowens.com.auto have it resolved.

How to return a product in person?

You may return online purchases to your nearest Bowens store. Please take the Tax Invoice you received via email. You can check our Store locations here.

Refunds will be processed via the original payment method. If you paid via debit or credit card, please ensure you have your card with you.

How to return a product via mail under 10kg?

In the event you wish to return the product, you should contact your local Bowens branch in the first instance. If you are unable to contact your nearest Bowens branch, or if they are unable or unwilling to accept a return, please contact help@bowens.com.au for assistance along with a order number.

How to return a product via mail over 10kg?

For parcels over 10kg that were ordered online, you should contact your local Bowens branch in the first instance. If you are unable to contact your nearest Bowens branch, or if they are unable or unwilling to accept a return, please contact help@bowens.com.au for assistance along with a order number to arrange a possible courier pickup.

When will my refund be processed?

Your refund will be processed as soon as the product you have returned is inspected by our quality assurance team and confirmed that it fits within our returns policy. This quality check can take up to 2 weeks, though generally less. Once the return has been approved, it takes 1-2 days for the refund to be made by Bowens to your financial institution (for example your credit card provider).

Returning Item(s) purchased in store?

Item(s) purchased in store must be returned to a Bowens store and cannot be returned online. If you are unable to contact your nearest Bowens branch, or if they are unable or unwilling to accept a return, please contact help@bowens.com.au for assistance along with a statement number.

What information will be requested to complete my instore return?

• Show your receipt or other proof of purchase at the front desk (e.g. bank statement / transaction history);
• Return the product in the same condition as it was purchased (including manuals, accessories, tags attached and or original packaging); and
• Provide us with any extra information we may need to process your return.

Repair assistance with a receipt

For a repair we will ask for your name, telephone number, address details and signature in addition to your receipt. This helps us follow up with manufacturers on your behalf and to take other steps to improve our service to you.

To reduce the risk of fraud, all purchases made on a debit/credit card will be credited back to the original card used. Please have your card with you.

Repair assistance without a receipt

If you don’t have a receipt, we ask for and prefer to sight and record photo identification showing your name, address and signature. This information will be kept secure. You can help us determine proof of purchase by providing a Bank Statement or similar. This can help us establish and confirm the price you are likely to have paid for the goods and allow us to process your return.

If you cannot provide satisfactory proof of purchase, Bowens may, at its discretion, provide you with an exchange or a Gift Card or Credit your 30 Day Trading Account to the current value of the item, or the value that applied at the time of sale (if that can be substantiated).