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Returns & Claims

Sometimes plans change or things do not go as expected.
When you need to return a product or submit a claim, our team is here to make the process as clear and straightforward as possible. We will guide you through each step, helping you get back to creating a space you are proud of.

How to Make a Return Claim

Is there something wrong with the product or your order? At IronHart, we aim to make the returns and claims process as simple and hassle-free as possible. It’s important to choose the right option for your situation. Returns & Claims are for issues before installation.

  • Returns & Claims cover change-of-mind or ordering errors before installation. It also addresses issues with your order, like damages in transit or incorrect items.

If your product was already installed, and you are experiencing issues, you need to make a Warranty Claim. To do that, click here.

Please note, returns can only be submitted by our merchants. Once a return is initiated, we’ll promptly arrange a return authority and email it to the customer for use when returning the product.

To ensure a smooth process, include proof of purchase and photos of the product and packaging. 

Terms & Conditions

All claims for faults, damages or shortages must be submitted in writing (email accepted) to Ironhart within 48 hours of delivery to original delivery address. Failure to submit in writing in this time frame will waiver any claim made. All damages or product shortages will not be recognised if deliveries are made by a third party organised by the retailer. Any damage or shortage claims will not be accepted if deliveries occur between the retailer and the customer. It is the responsibility of the retail store to ensure all products are checked for damage, faults or shortages and items are correct before they deliver to the consumer. 

Proof of purchase is necessary to claim, and photos may be required. Ironhart cannot offer warranty/replacement products after the initial faulty/ damaged item has been installed. 

Return of goods due to incorrect or cancelled orders will incur a 20% restocking fee plus the cost of the return freight to Ironhart. Return of goods to Ironhart due to incorrect or cancelled orders is the responsibility of the purchaser at their expense. Credits will not be applied for any goods returned to Ironhart that are not in original packaging and saleable condition. 

If an order is cancelled, but has already been invoiced, then it is too late to cancel the order and the order must go through the returns and claims process incurring the restocking fee. 

Ironhart reserves the right to refuse or reduce customer credits for specialised orders. For stone or timber top orders, once the stone has been cut for the order, it is unable to be cancelled or returned for a credit. 

If your Ironhart representative collects the returned goods, the customer will not need to pay for return freight but is still liable for the 20% restocking fee. Please note that this may exclude any large items or non-metro locations. 

For all claims made where Ironhart is at fault, you are still required to lodge a claim in writing and proof of purchase is required. However, Ironhart will arrange to have the items returned to the closest warehouse. This can occur through a courier or arranged through the Ironhart representative. No restocking fees will apply in these situations. Ironhart will also, where necessary, re-issue correct items to you.

FAQs

  • A return applies to situations like a change of mind or ordering error before the product has been installed. If your product has already been installed, please refer to our Warranty process for assistance.

  • A claim is submitted when there’s an issue with the order, such as damages in transit (DIT), missing items (MIT), or incorrect products. Claims are also for problems identified before installation.

  • Warranty applies to products that have already been installed and are experiencing issues. Returns and Claims are used for pre-installation situations.

  • Only our merchants can submit return or claim requests. Each store has its own return policies for end users, and these can vary. If you’re an end user, please contact the store where you purchased the product directly.

    • Contact your store of purchase to initiate a return or claim request.
    • After the request has been submitted by the store and falls within our policy time frame, IronHart will issue a return authority.
    • The return authority will be emailed to the customer and must be printed and included with the product for the return.

  • To ensure a smooth process, provide the following:

    • Proof of purchase, such as your store invoice.
    • Photos of the product’s packaging.
    • Photos that clearly show the damage or issue.

  • Once the return or claim request is submitted and approved, IronHart will process the request and issue a return authority within 24-48 hours.

  • Depending on the situation, IronHart will take one of the following actions to resolve the issue:

    • Replace the faulty or incorrect product.
    • Arrange for a licensed service agent to repair or replace the product.
    • Work with the store to arrange a refund for major failures (within the warranty period). Refunds are processed after the product with major failure has been returned.