Effective date: 31st July, 2026
Last updated: 31st July, 2026
1. Scope
This Policy applies to Goods purchased directly from Hexforge Industries.
Goods purchased from another retailer must generally be returned to that retailer, without limiting any rights you may have against a manufacturer.
2. Delivery locations
We deliver to locations made available during checkout or confirmed in a quotation.
For locations outside our standard delivery area, contact us for a shipping assessment.
International shipping may not be available for every product due to size, materials, carrier restrictions or legal requirements.
3. Processing and production times
Stocked Goods are generally prepared for dispatch within 2 business days.
Made-to-order and Custom Work are subject to the production timeframe stated in the quotation or Order confirmation.
Production time and carrier transit time are separate.
4. Shipping charges
Shipping charges are calculated using factors including:
- destination;
- package dimensions;
- weight;
- insurance;
- tracking;
- fragile handling; and
- carrier surcharges.
Any shipping charge will be displayed at checkout or included in the quotation before the Order is accepted.
5. Tracking
Tracking information will be supplied where available.
Tracking updates are generated by the carrier and may not always update in real time.
6. Delivery estimates
Delivery dates are estimates unless expressly guaranteed.
We are not automatically responsible for every carrier delay, but we will take reasonable steps to investigate and assist.
Where Goods are not supplied within an agreed or reasonable time, you may be entitled to an appropriate remedy.
7. Delivery addresses
You must provide a complete and accurate delivery address.
We are not responsible for additional costs caused solely by an incorrect address supplied by you.
Where possible, contact us immediately if an address requires correction. An address may not be changeable after dispatch.
8. Authority to leave
Where you expressly authorise unattended delivery, the carrier may leave the parcel at the nominated location.
We are not responsible for theft or weather exposure occurring after documented delivery at your authorised location, except to the extent required by law or where the delivery was not performed as instructed.
Fragile, high-value or custom Orders may require a signature and may not be eligible for authority to leave.
9. Failed delivery and returned parcels
Where delivery fails because:
- the address was incorrect;
- access was unavailable;
- the parcel was not collected;
- the recipient refused delivery without a lawful basis; or
- required import charges were not paid,
we may charge the reasonable cost of redelivery.
We will contact you before arranging redelivery or cancelling the Order.
10. Local collection
Collection is available only where confirmed in the Order.
You must collect Goods during an agreed time and provide reasonable proof of identity or authority.
Risk passes upon collection by you or your authorised representative.
11. International orders
International customers are responsible for customs duties, import taxes, brokerage charges and local regulatory requirements unless the quotation states otherwise.
We do not guarantee that a product is lawful to import into every country.
Where Goods are rejected or returned by customs because of information or restrictions that the Customer was responsible for checking, reasonable return and administration costs may be deducted from any refund.
This does not apply where the problem was caused by our incorrect declaration or unlawful conduct.
12. Transit damage
Inspect the parcel when it arrives.
Where practical, photograph:
- the unopened parcel;
- damaged packaging;
- the shipping label;
- internal packaging; and
- the damaged Goods.
Contact us as soon as reasonably practicable with the Order number and evidence.
Keep the Goods and packaging until we confirm whether they are required for carrier inspection.
A request for prompt notification assists our carrier claim but does not impose an unlawful time limit on your consumer rights.
13. Lost parcels
A parcel may be treated as lost after the carrier’s investigation or after a reasonable period without delivery.
Depending on the circumstances, we may:
- send a replacement;
- remake the Goods;
- provide a refund; or
- agree on another solution.
Custom Goods may require additional production time before replacement.
14. Incorrect items
Where we send an incorrect item, contact us and we will arrange an appropriate remedy, including reasonable return arrangements.
Do not use, alter or dispose of the incorrect item unless instructed.
15. Change-of-mind returns
Subject to the exclusions below, we offer change-of-mind returns for standard, non-custom stocked Goods where:
- you contact us within 14 calendar days after delivery;
- the Goods are unused;
- the Goods are undamaged;
- all parts and accessories are included;
- the Goods are in saleable condition; and
- reasonable proof of purchase is supplied.
Unless otherwise agreed:
- you are responsible for change-of-mind return shipping;
- original shipping fees are not refundable;
- the parcel remains your responsibility until received by us; and
- a refund is processed after inspection.
This voluntary change-of-mind policy is separate from your rights concerning faulty or non-compliant Goods.
16. Items excluded from change-of-mind returns
Change-of-mind returns are not ordinarily available for:
- personalised Goods;
- made-to-order Goods;
- custom-sized products;
- commissioned designs;
- commissioned miniature painting;
- customer-approved colour schemes;
- specially ordered materials;
- digital files already supplied;
- altered or installed products;
- clearance items expressly sold as final sale; or
- products that cannot be resold for hygiene or safety reasons.
These exclusions do not apply where Goods fail to comply with the ACL.
17. Faulty or non-compliant Goods
Contact us where Goods are:
- faulty;
- unsafe;
- materially different from their description;
- materially different from an approved sample;
- unfit for a purpose disclosed before purchase; or
- otherwise non-compliant with an applicable consumer guarantee.
We may request reasonable evidence and may inspect or test the Goods.
For a minor failure, we may choose to repair the Goods within a reasonable time.
For a major failure, the Customer may have the right to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss.
18. Returning faulty Goods
Goods that can reasonably be posted or returned should be made available for return.
Where the Goods are confirmed to have a covered problem, we will reimburse reasonable return costs.
For large, heavy, installed or difficult-to-remove Goods, contact us before arranging transport. Where required, we will arrange collection, inspection or an appropriate alternative.
If inspection establishes that the Goods do not have a defect and the issue was caused by misuse or another excluded cause, reasonable inspection or collection costs may be payable where we provided an estimate before incurring them.
19. Proof of purchase
Acceptable proof may include:
- receipt;
- invoice;
- Order confirmation;
- payment record;
- customer account history; or
- other reasonable evidence of purchase.
Original packaging is not mandatory for a faulty-product claim, although retaining packaging may assist with safe transport.
20. Refunds
Approved refunds will generally be made to the original payment method.
Where that is not practicable, we may agree to another method.
Processing time may depend on the bank or payment provider.
Refunds will include applicable delivery or return costs where required by law.
21. Exchanges and replacements
A replacement is subject to availability.
Where an identical replacement is unavailable, we may offer:
- an equivalent product;
- a remake;
- store credit where accepted by you; or
- a refund.
Store credit will not be imposed where you are legally entitled to a refund.
22. Service complaints
For problems involving design, installation, painting, repair or another Service, provide details of the issue and allow a reasonable opportunity to inspect or rectify it where appropriate.
Where there is a minor failure, we may rectify the Service within a reasonable time.
Where there is a major failure or a minor failure is not rectified within a reasonable time, additional remedies may apply under the ACL.
23. How to request a return or remedy
Contact:
Email: admin@hexforge.com.au
Telephone: +61435 833 788
Provide:
- your name;
- Order or invoice number;
- description of the issue;
- date the issue was discovered;
- photographs or video where relevant; and
- your preferred outcome.
Do not send a return until we provide return instructions.