Returns Policy - Hello Fencing
Hello Fencing

Returns Policy


In addition to any rights a Customer has under the Australian Consumer Law (set out in paragraphs 3.8 to 3.10 below), HF allows returns and replacements of Products on the following terms and conditions.

  1. Change of Mind Returns
    1. The following products are not accepted for change of mind return:
      1. fencing systems, gates and other fabricated or customised Products;
      2. HF products which have been obtained via auction sites such as eBay;
      3. products in relation to which the Customer cannot produce a HF invoice number.
    2. All other Products may be returned for a refund of the Purchase Price less a 20% restocking fee, provided that:
      1. a return request is placed via the Site, by email, or telephone within 10 business days of the date of delivery or collection of the Products;
      2. the Customer follows all instructions given by HF in relation to the return request;
      3. the Products are in a saleable condition;
      4. the Products have not been used; and
      5. the Products are in their original packaging.
    3. The Customer is responsible for the cost of returning the Products to HF.
    4. HF will refund the Purchase Price less restocking fee once the Products have been returned, inspected for compliance with these terms, and approved. The Purchase Price will be refunded by way of transfer into a bank account nominated by the Customer.
    5. HF will not refund any delivery charges which were paid by the Customer.
  2. Replacement of Defective Products Identified on Delivery
    1. Any claim that the Products are defective, damaged during delivery, are short delivered or otherwise not in accordance with the Customer’s Order, must be made to HF within 10 business days of the date of delivery or collection of the Products.
    2. If the Customer fails to make a claim within that time, then to the extent permitted by law, the Products are deemed to have been accepted by the Customer.
    3. The Customer must comply with all reasonable requests by HF in relation to the claimed defect. This may include providing photographs of the defective products, allowing access to the defective products, or returning the defective goods to HF.
    4. If a defect is confirmed by HF, then HF will replace the defective products at no cost to the Customer. All re-delivery costs will be covered by HF.
    5. If HF does not require the defective products to be returned, HF is not liable for any removal or disposal charges incurred by the Customer.

Frequently Asked Questions