Returns & Exchanges

Returns

We want you to be happy with your purchase. If something isn't right, here's how to get it sorted.

Hardware

(Door handles, knobs, hinges, locks, bathroom accessories)

  • We accept returns for incorrect purchases, damaged goods, and warranty claims.
  • Submit your request within 10 days of receiving your order.
  • Items must be in their original packaging, unused, and not specially manufactured or finished.
  • A 25% restocking fee applies to change-of-mind returns.
  • Return freight to our warehouse is at the customer's cost.

Not Eligible for Return

  • Custom-made or specially finished products
  • Special-order items
  • Clearance items marked as non-returnable

Doors

Doors are non-refundable unless a warranty or guarantee has been breached.

Please double-check your size and glass specifications before placing your order.

Where a return is possible, handling, transport, and restocking costs may apply.

Ordered the Wrong Item?

We do not offer a direct exchange service.

If you’ve ordered the wrong finish, size or specification, you can submit a return request for the original item, provided it meets our return eligibility requirements.

The correct item will need to be placed as a new order through our website or with our team. This allows your new order to be processed without waiting for the returned item to arrive and be inspected.

Any applicable refund for the returned item will be processed separately once it has been received and approved by our team.

Use the form below to submit your request, and our team will be in touch within 1–2 business days.

How to Submit a Return Request

  1. Complete the form below.
  2. Upload a photo if your item is damaged, faulty, or incorrect.
  3. Our team will review your request and respond within 1–2 business days.
  4. If approved, you'll receive return instructions and a reference number.
  5. Pack and send the item to our warehouse (address provided upon approval).
  6. Once received and inspected, any applicable refund will be processed.

Start Return

Need Help?

For all enquiries, email us at customercare@heritagebuilding.com.au .

Tues–Fri 9:00am–5:00pm