Returns & Exchanges
Returns & Exchanges
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.
Exchanges
If you've ordered the wrong finish, size, or specification, we'll do our best to arrange an exchange.
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 or Exchange Request
- Complete the form below.
- Upload a photo if your item is damaged, faulty, or incorrect.
- Our team will review your request and respond within 1–2 business days.
- If approved, you'll receive return instructions and a reference number.
- Pack and send the item to our warehouse (address provided upon approval).
- Once received and inspected, your refund or exchange will be processed.
Need Help?
For all enquiries, email us at customercare@heritagebuilding.com.au .
Tues–Fri 9:00am–5:00pm