Refund policy

Returns and Refunds Policy

 

Introduction

 

At Eastern Auto Paints, we are committed to ensuring customer satisfaction with every purchase. This Returns and Refunds Policy sets out the procedures, conditions, and consumer rights applicable to returns, repairs, replacements, and refunds. It is designed to provide a transparent and fair process for our valued customers and operates in accordance with the Australian Consumer Law (ACL).

Our website states: “Satisfied or refunded. If the product has been used correctly and you are still unsatisfied, we will refund you.” This statement reflects our commitment to resolving genuine concerns where a product has been applied strictly in accordance with instructions and for its intended purpose. Any such claim will be assessed on its merits and in accordance with the ACL and the terms outlined in this policy.

 

 

Your Rights Under Australian Consumer Law

 

Under the Australian Consumer Law, consumers are provided with automatic guarantees that goods:

  • Are of acceptable quality (safe, durable, and free from defects);
  • Are fit for their intended purpose;
  • Match their description, sample, or demonstration model; and
  • Correspond with any representations made by the supplier.

These consumer guarantees cannot be excluded, restricted, or modified.

For automotive paint products, acceptable quality generally means that the paint must correspond with the ordered colour code and specifications, be suitable for standard automotive refinishing applications, and be free from manufacturing defects that would prevent proper use.

Goods must also be fit for any purpose expressly communicated to us at the time of purchase. Where a customer specifies a particular application (for example, basecoat, clear coat, or a specific vehicle type), the product supplied must be reasonably suitable for that purpose.

These statutory guarantees apply in addition to any voluntary warranties offered by Eastern Auto Paints.

 

 

Entitlement to a Remedy

If a product fails to meet a consumer guarantee under the ACL, you may be entitled to a remedy. The type of remedy depends on whether the failure is considered major or minor.

 

Major Failure
A major failure occurs where:

  • The product is significantly different from its description;
  • The product is substantially unfit for its intended purpose and cannot be remedied within a reasonable time;
  • The product is unsafe; or
  • The issue is so serious that a reasonable consumer would not have purchased the product had they known of the defect.

In the case of a major failure, the customer is entitled to choose between a full refund or a replacement. Refunds will be provided in the original form of payment unless otherwise agreed.

 

Minor Failure
If the issue is minor and capable of being rectified within a reasonable time, Eastern Auto Paints may elect to provide a repair, replacement, or refund. If the issue cannot be resolved within a reasonable timeframe, the customer may then elect to receive a refund or replacement.

 

Eastern Auto Paints’ Returns Policy

 

Eligible Items

We generally accept returns of unused products in new condition with original packaging intact. This ensures returned items can be safely restocked.

However, where a product fails to meet a consumer guarantee under the ACL, a return may still be accepted even if original packaging is unavailable.

 

 

Specific Conditions for Paint Products

Due to the specialised nature of automotive paint products, the following additional conditions apply:

 

Custom Mixed Colours
Custom mixed paints are produced to the colour code and specifications provided at the time of order. If a custom mixed colour does not match the supplied specifications and cannot be corrected to the satisfaction of a qualified professional, Eastern Auto Paints will rectify the issue and return corrected product at no additional cost.

 

Colour Assessment
If a customer believes a colour has been incorrectly mixed, the product must be returned to Eastern Auto Paints for assessment. Return freight may initially be payable by the customer. If we determine that the product was incorrectly mixed, reasonable return freight costs will be reimbursed.

 

Testing Requirement
Customers are strongly advised to test a small quantity of paint on a test panel or inconspicuous area before full application. Failure to conduct appropriate testing may affect eligibility for returns relating to colour dissatisfaction where the product itself is not defective.

 

Touch-Up Paint
Touch-up paint that has been applied using the supplied brush will not be eligible for refund unless it is clearly established that the colour supplied is entirely different from the ordered specification.

 

Timeframe
Products must generally be returned within 30 days of receipt to be eligible for assessment under our voluntary returns policy. This does not limit rights available under the ACL.

 

 

How to Return an Item

To initiate a return:

  1. Contact our customer service team via email with the subject line “Return”.
  2. Provide your full name, order number, and a detailed explanation of the issue.
  3. Securely package the item to prevent transit damage.
  4. Clearly display your name and order number on the exterior of the package.
  5. Send the item to:

 

Eastern Auto Paints
20 London Dr

Bayswater Vic 3153

 

 

 

Refunds Policy

Refunds may be issued where products are confirmed to be:

  • Faulty;
  • Incorrectly supplied by Eastern Auto Paints.

 

Refund Method

Approved refunds will be processed to the original payment method unless otherwise agreed.

 

Store Credit or Replacement

In some circumstances, such as minor rectifiable colour discrepancies or discretionary returns, we may offer replacement goods or store credit. However, where a major failure exists under the ACL, customers retain the right to elect a refund.

 

Processing Time

Refunds, replacements, or store credits will generally be processed within two (2) business days following inspection and approval of the returned item. Processing times for funds to appear in your account may vary depending on your financial institution.

 

Non-Refundable Costs

Original shipping costs are non-refundable unless the return is due to a confirmed fault, major failure, or an error made by Eastern Auto Paints.

 

 

Change of Mind

The Australian Consumer Law does not require businesses to provide refunds for change of mind, incorrect selection, or price comparisons.

At our discretion, Eastern Auto Paints may consider change-of-mind returns where:

  • The product is unused;
  • The product is in original packaging;
  • The return is requested within 30 days of receipt.

 

Approved change-of-mind returns may incur return shipping costs and any applicable re-shipping fees for exchanged items, and re-stocking handling charges. Custom mixed products are generally not eligible for change-of-mind returns.

 

Shipping Costs for Returns

 

Faulty or Incorrectly Supplied Products
Where a return is due to a fault or error on our part, Eastern Auto Paints will cover reasonable return shipping costs and may provide a prepaid label or organise collection.

 

Colour Assessment Returns
Return freight may initially be payable by the customer; however, costs will be reimbursed if an error in mixing is confirmed.

 

Change of Mind or Customer Error
Customers are responsible for all return shipping costs where the return is due to change of mind or incorrect ordering. If an exchange is requested, customers are also responsible for shipping costs associated with the replacement item.

 

 

If you require clarification regarding this policy or your rights under the Australian Consumer Law, please contact Eastern Auto Paints for further assistance.