Shipping & Returns Policy

1.1 At Visage Architectural Hardware, we aim to make your experience seamless from selection through to installation. This policy outlines how we manage our Shipping, Returns and Refunds. It should be read together with our Terms & Conditions of Sale, our Special Order Products Policy, and applies to retail customers only.

1.2 Your statutory rights under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)) are not affected by this Policy. Nothing in this Policy excludes, restricts, or modifies any right or remedy you have under the Australian Consumer Law (ACL).

2.1 Delivery Locations: We ship Australia-wide. For international orders, please contact us Get in touch — we’re happy to assist.

2.2 Shipping Costs: Shipping costs are calculated at checkout based on:

• product size and weight;
• delivery location; and
• shipping method.

2.3 Dispatch Time frames: Dispatch times vary depending on the product:

• In-stock items: Usually dispatched within 2 business days. In the rare case the order cannot be fulfilled, lead times are typically 10–18 days and you will be notified promptly;
• Custom Finishes: Subject to Availability. If not currently in-stock, a lead time of 30–40 days may apply. You will be notified upon ordering; or
• Made-to-Order or Special-Order items: Time frames vary and will be confirmed with your order.

If an item becomes unavailable after purchase, we’ll contact you within 2 business days. You may choose to wait, select an alternative, or cancel the affected item for a refund.

2.4 Delivery Time frames: Delivery time frames are estimates only and may vary due to supplier delays, courier delays, or other factors outside our control. Available items may be shipped separately.

2.5 If an item is on back-order, we’ll notify you with an updated time frame. You may choose to wait, select an alternative, or cancel the affected item for a refund. While we always aim to meet expected time frames, delays can occur. To the extent permitted by the ACL, Visage is not liable for any costs resulting from delays (for example, contractor rescheduling or project delays). However, nothing in this clause limits your rights under the ACL.

2.6 Delivery Conditions: Delivery is considered complete when your order is delivered to the address provided, including where:

• goods are left in accordance with your delivery instructions; or
• goods are accepted by any person at the delivery address.

If you request delivery without a signature, you accept responsibility once the goods have been delivered.

3.1 All goods are required to be inspected upon delivery. Please contact us in writing at Get in touch within 48 hours of the delivery date if you believe the goods are damaged, defective, or incorrect.

After this time, goods will be treated as having been accepted in their delivered condition. However, this 48-hour period does not affect your rights under the ACL.

4.1 Change of Mind: We understand that decisions can change. We accept change-of-mind returns where all of the following conditions are met:

• (a) the item is unused and uninstalled;
• (b) the item is in its original packaging (including boxes, hardware, and protective wrapping);
• (c) a written return request has been submitted to info@visageah.com.au within 14 days of delivery; and
• (d) proof of purchase is provided.

While items are in your care, they remain your responsibility. Returns that arrive damaged or not in original condition may be declined.

Return shipping costs are the responsibility of the customer. Original shipping costs are non-refundable.

Returns must be sent via a tracked and insured postage method. Visage is not responsible for items lost or damaged in transit on return.

4.2 Items Not Eligible for Change of Mind Returns: Change-of-mind returns are not accepted for:

• Made-to-Order or Special-Order items (see our Special Order Products Policy);
• Samples; and
• Sale items.

5.1 If a product is faulty, damaged, or does not match its description, you may have rights under the ACL, including the right to a repair, replacement, or refund. Your rights depend on whether the failure is a major failure or a non-major failure:

• (a) Major failure: You are entitled to choose a full refund or replacement. A major failure includes where the goods:
  • are not of acceptable quality and a reasonable consumer would not have bought them knowing this;
  • are substantially unfit for their purpose and cannot easily be made fit;
  • are unsafe; or
  • differ significantly from the description or sample.
• (b) Non-major failure: We may choose to repair the goods, replace them, or provide a refund.

We may request photos or require the item to be returned for assessment before providing a remedy. Where a return is required due to a fault, we will cover reasonable return shipping costs. We will complete our assessment and advise you of the outcome within 10 business days of receiving the returned goods.

6.1 Architectural hardware finishes are an important design feature, and natural variation is part of their character. Finishes may vary in tone, texture, and appearance due to the nature of the materials and manufacturing process. Differences may occur between samples, images, and final products. These variations are not considered defects.

We strongly recommend ordering a sample to ensure suitability before purchase.

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

Nothing in this Policy limits any right you may have to bring a claim against Visage as a manufacturer or deemed manufacturer (including as importer) of goods under Part 3-5 of the ACL in respect of goods with a safety defect.

If you have a question about your rights under the ACL, you can contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state or territory fair trading authority.

8.1 Samples are available to help you make the right selection. Where a sample is returned in original condition within a reasonable time frame, the cost of the sample (excluding delivery) may be credited toward your order.

9.1 To request a return:

• Email us at Get in touch
• Provide:
  • your order number;
  • a brief description of the issue; and
  • photos (if applicable).

Please note that returns must be approved before being sent back.

Approved returns must be sent via a tracked and insured postage method.

Visage is not responsible for items lost or damaged in transit during the return.

Once your return arrives at our warehouse:

• Items are inspected to ensure they meet return conditions;
• Refunds are processed within 10 business days of the return being received and approved;
• Refunds are issued to your original payment method.

If your item has arrived faulty, damaged or incorrect, please reach out to our customer support team Get in touch for further assistance. See section 3 for inspection and notification requirements on delivery.

10.1 Once approved, refunds will be processed to your original payment method within 10 business days.

10.2 For change-of-mind returns, original shipping costs are non-refundable. No restocking fee applies. For goods returned due to a fault or ACL consumer guarantee failure, original shipping costs will be refunded.

11.1 Orders may be cancelled at any time prior to dispatch by contacting us at Get in touch. We will use reasonable endeavours to accommodate your request.

11.2 Orders cannot be cancelled if:

• (a) they are Made-to-Order or Special-Order items, and the order has been placed with the manufacturer or supplier (see our Special Order Products Policy);
• (b) production or supplier processing has commenced; or
• (c) they have been dispatched.

11.3 Sale items that are in-stock and have not been dispatched may be cancelled in accordance with this clause. The restriction in clause 11(a) applies to Made-to-Order and Special-Order items only.

11.4 Your right to cancel under this clause does not limit any rights you may have under the ACL, including the right to a refund where goods do not comply with a consumer guarantee.

For any queries relating to this Policy:

Visage Architectural Hardware Pty Ltd ACN 685 362 921 81‑83 Campbell Street, Surry Hills NSW 2010 info@visageah.com.au | www.visagearchitectural.com.au

For enquiries and complaints: Get in touch