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Stop Sound and Heat
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Cart0
  • Products
    • Sound Dampening Mats
    • Carpet Underlays
    • Heat Solutions
    • Install Equipment
    • Doors, Tapes and more
    • Paints
  • Brands
  • Buying Guides
  • Blog
  • Contact Us
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  • Returns Policy

Returns Policy

WHAT can be returned?
Any product which has arrived in a faulty condition as per the Australian Consumer Law.

WHEN do items need to be returned by?
We need to be informed by email of any fault, including photos of the damage, within 3 business days of receiving the product.

WHERE do items need to be returned to?
All returned items need to be sent to 11/155 Canterbury Rd, Kilsyth, 3137.

HOW do I return items?
Once you have emailed us with photos of the fault we will make contact with you to discuss the logistics of returning the product.

Packing materials?
Items need to be in orginal packaging for returns.

 

Refund Policy of Stop Sound and Heat

This Refund Policy ("Policy") applies to the following purchases: Online and Website Orders 1. General

  1. (a)  We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy ("Policy").

  2. (b)  Any benefits set out in this Policy may apply in addition to consumer's rights under the Australian Consumer Law.

  3. (c)  Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.

2. Australian Consumer Law

  1. (a)  Under the Australian Consumer Law:

    1. (i)  Our goods and services come with guarantees that cannot be

      excluded under the Australian Consumer Law. For major failures with the service, you are entitled

      1. (A)  to cancel your service contract with us; and

      2. (B)  to a refund for the unused portion, or to compensation for

        its reduced value.

    2. (ii)  You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. 

  2. (b)  We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law.

  3. (c)  The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.

  4. (d)  If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is an inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.

  1. (e)  Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.

  2. (f)  If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund.

  3. (g)  If a product or service which you purchased from us has a failure which does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.

3. Cancellation and Change of Mind

(a) We do not offer any refund if you change your mind, or find the same product or service cheaper elsewhere.

4. Products Damaged During Delivery

  1. (a)  In the event that the product you ordered has been damaged during delivery:

    1. (i)  Please contact us as soon as possible.

    2. (ii)  Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.

  2. (b)  We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 days from the date of receiving the product.

5. Exceptions

(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:

  1. (i)  You misused the said product in a way which caused the problem.

  2. (ii)  You knew or were made aware of the problem(s) with the product or

    service before you purchased it.

  3. (iii)  You asked for a service to be done in a certain manner, or you asked for

    alterations to a product, against our advice, or you were unclear about

    what you wanted.

  4. (iv)  Any other exceptions that apply under the Australian Consumer Law.

6. Shipping Costs for Returns

  1. (a)  In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the "Returned Product") back to us, as well as any cost of shipping any replacement product to you.

  2. (b)  If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.

  3. (d)  In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time

(a) We aim to process any requests for repairs, replacements or refunds within 7 days of receipt.

8. How to Return Products

  1. (a)  You can contact us at the end of this Policy to discuss a return using the information.

  2. (b)  Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.

  3. (c)  To be eligible for a refund, repair or replacement, you must provide proof of purchase.

  4. (d)  You may be required to provide a government issued identification to qualify for a refund, repair or replacement.

9. Returns

If for any reason you are not completely happy with your goods, please contact us within 7 days to resolve the issue. We reserve the rights to evaluate goods upon return for defects or misuse. "Stop Sound and Heat" reserves the rights to replace or refund the "buyers" purchase after evaluating the goods. 

If a "buyer" wishes to change their mind after a product is dispatched, a 15% re-stocking fee will be charged by "Stop Sound and Heat".

10. Contact Us

(a) If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us at: sales@stopsoundandheat.com.au.

 

 

 

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Terms & Conditions

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Stop Sound and Heat’s relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term ‘Stop Sound and Heat’ or ‘us’ or ‘we’ refers to the owner of the website. The term ‘you’ refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time, this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of Australia.

Privacy Policy

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

What we collect

We may collect the following information:

  • name and job title
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping.
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Controlling your personal information

You may choose to restrict the collection or use of your personal information in the following ways:

  • whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.

We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.