Returns

From a practical point of view – we want you to be delighted with the product, the results of the project, and a proud promoter of Low Cost Wire…

So if there is EVER a problem – please contact us

• with a free call 1300 601 514 or +61 2 9979 5812, or
• directly through email Customer Service…

and we will do everything within reason to make it right. Our returns and refunds policy operates in addition to your rights under the Australian Consumer Law, because we want you to be happy with your purchase, whether in-store or online. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

This process description deals with fault-free product returns. The process dealing with products considered faulty is described under our Warranty section.

Please note without a valid and intact proof of purchase, Low Cost Wire may not be satisfied that you purchased the product directly from us, by law, we are entitled to elect whether or not to accept your product for return and refund of the purchase price.

To request a return:, you must contact sales@lowcostwire.com.au directly to organise the exchange. Please include your order number and the items you wish to exchange in this email. Please review the acceptable criteria for Return carefully before acting.

• Acceptable Criteria for Return
  • Change of mind: Low Cost Wire Pty Ltd is not required by law to provide a refund or replacement if you change your mind about a purchase. However, we want you to love our products as much as we do, so we may within our discretion offer an exchange or issue an exchange voucher to the value of the item in specific circumstances, providing the following criteria are met:
    • It is within 14 days of the purchase date;
    • You provide a valid and intact proof of purchase;
    • The goods are unused, in saleable condition and in their original packaging with tags attached; and
    • The product does not fall into any of the exclusion categories listed below.
  • Unused excess items: Sometimes plans change or you simply bought too much stuff.  We will try to help with all normally stocked items and full (uncut) reels of wire. (Items such as a ‘custom cut’ length of wire, a special order, a custom build or a used item – fall into our Exclusion Categories and all have special conditions spelled out below.  If in doubt – please ask.) We will consider your request, providing the following criteria are met:
    • It is within 90 days of the purchase date;
    • You provide a valid and intact proof of purchase;
    • The goods are Brand New – possibly out of the package, but unused – and non-electrical normal stock
    • The product does not fall into any of the exclusion categories listed below.
• Unacceptable Criteria for Return
  • Damaged in Shipping: – (for example – your order has been damaged by the courier) – then you must refuse to accept the shipment if it is not acceptable. Signing for a shipment from a courier means that you have inspected the shipment and found it to be free of damage. Please be careful.
  • Products with Electrical Components: Electrically powered items sold by Low Cost Wire Pty Ltd and its trading entities, are tested and confirmed fit for purpose at the time of shipping / dispatch. Once opened, products with electrical components sold by Low Cost Wire Pty Ltd and its trading entities, are not refundable.
  • Request received greater than 90 days after Purchase: Please contact us directly through Customer Service, and we will consider the situation and your request. If we approve the return, we reserve the right to charge a minimum 50% restocking fee as well as applying the constraints of a return within 90 days…

If the item does not meet the Acceptable Criteria for return, it is deemed an Unauthorized Return. Low Cost Wire will inform the client in writing.  Unauthorized Returns will be held for 7 days after the client has been informed. If the client wants the item returned, they must inform Low Cost Wire in writing within the 7 day holding period. Clients will be charged return postage for any unaccepted return. Unauthorized Returns – without a written request for return -will be considered abandoned and disposed of following the 7 day period.

Exclusion Categories:

• Custom Cut: If its Wire that has been cut to a length (less than a whole standard factory reel), then Low Cost Wire will apply a 50% cost recovery fee as the wire will require repackaging and handling with the ensuing wastage that results. So when you buy a cut length of wire – please be careful.
• Special Order: If a non-website listed item or a commercial quantity of a listed item specifically sourced for a single order, then it is a special order and Low Cost Wire will apply a 50% cost recovery fee as the wire will require repackaging, restocking, and handling. So when you make a special order with us – please be careful. If in doubt – please ask.
• Custom Build: If the item or order is a special order that has a service including fabrication, swaging, machining, or fitting applied – then no returns or refunds are accepted, unless the item does not match the written specifications. A replacement will be offered that meets the written specifications. If in doubt – please ask.
• Used Items: If the item purchased is sold as ‘used’… no  refunds are accepted. All are used merchandise is sold as-is. We are meticulous in specifying any problems with the items that would affect their intended function. Used items will not have original packaging and may not be perfect, but they represent great value.

All accepted returns will be refunded in the same tender as the original transaction as a direct disbursement against the original purchase. Disbursements will be completed within 14 days after the return is accepted.

Provided the above conditions are met, we will be in touch to help find an appropriate solution.

If your goods are deemed faulty and a refund is the most appropriate course of action, it will be issued in the same tender as the original transaction.