Return and Replacement of Products

 

To lodge a return of product or replacement product request please log into the online ordering system, or download the required PDF form below and follow the instructions.

 

Online Reworks System Manual | Download form

 

To lodge a rework order online, a user log in with full access is required. 

Please contact the sales team or customer service if you require assistance.

 

Product Returns | Download form

Ensure you have completed all required information on your product return form and email to returns@totalwindowconcepts.com.au. Once this has been received a docket will be raised and issued.

Please note that return goods will generally be collected on the following run. A pick up can only be requested if the docket(s) are placed flat and visible for scanning on goods that are packed and ready for collection. Returned blinds must be sent back in the same manner in which suppled, as TWC will not be responsible for any damages caused due to poor packaging.

 

Product Reworks | Download form

Ensure you have completed all required information on your product return form and email to reworks@totalwindowconcepts.com.au. Once this has been received a docket will be raised and issued. Photographic evidence will be accepted as a valid tool for rework – if the photo clearly shows the fault, the rework will be processed at no charge.

Please note: Orders or products that were missed are no longer conceived as a rework. They are now treated as a new order.

 

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Other relevant documents:

 

Minimum Cut back Information | Download document

 

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TWC will not warrant any blinds:

• Ordered outside normal specifications or price grids
• Defects caused by misuse, abuse and alterations not carried out by TWC
• Nominal wear and tear
• Maintenance and care not in accordance with recommended instructions
• Incorrect installation
• TWC’s liability shall be limited to the original invoiced value of the defective goods.
• TWC will not be responsible for any further costs or subsequent loss/damage eg: Installation costs and other expenses
• TWC must be given an opportunity to repair any faulty or damaged goods
• If fabric is puckered due to railroading
• Railroaded

Returned Goods:

• Returned goods will only be accepted with prior authorisation from TWC
• No claims for damage will be recognised after 21 days from receipt of goods
• Where a remake of the product is requested it will be invoiced at normal price. Upon return to TWC, the original goods will be inspected and if established to be the error of TWC a credit will be issued. If a photo clearly shows the fault or flaw, the remake will be invoiced at no charge.