Return, Refund or Cancellation of Goods
The Monart Pty Ltd returns, refund & cancellation policy is in addition to the Australian Consumer Law.
Monart Pty Ltd will accept returns and provide you with a refund, repair or replacement when;
- The goods are returned faulty or the goods do not match the description on your invoice.
- The goods are not fit for use upon our guidance.
- The goods come under Monart’s Warranty clause.
Monart Pty Ltd will not accept returns or provide a refund, repair or replacement when;
- The goods have been misused.
- The goods have been stored incorrectly.
- The customer has changed their mind.
- The intended use has changed.
- Installation/application instructions were incorrectly followed or not followed at all.
- There have been unavoidable delays in outsourced goods or in house manufacture.
In the event the Customer elects to return goods or cancel goods on order, the Supplier at its absolute discretion, reserves the right to charge a 20% handling fee on the amount involved.
No reimbursements for return of goods will be processed, without prior approval of the Supplier in writing.
Website Order Cancellation
Monart Pty Ltd reserves the right to cancel, at any time before delivery and for whatever reason, an Order that it has previously accepted. Monart Pty Ltd may do this for example, but without limitation, where:
- Monart Pty Ltd’s suppliers are unable to supply Goods that they have previously promised to supply.
- An event beyond Monart Pty Ltd’s control, such as storm, fire, flood, earthquake, terrorism, power failure, war, strike or failure of computer systems, means that Monart Pty Ltd is unable to supply the Goods within a reasonable time.
- Goods ordered were subject to an error on the Website, for example, in relation to a description, price or image, shipping calculation which was not discovered prior to the Order being accepted.
Cancellation by Customer
Signing / paying a deposit is considered as acceptance of a contract. We understand that circumstances change, often without notice, and will refund part of the deposit paid if cancellation notice is received within 7 working days of the payment. Monart Pty Ltd will retain 5% Administration & stocking fee, as well as such amounts outlaid on goods already under construction.
This excludes special orders / indent items.
Notice of cancellation is required by phone and in writing within 7 days of payment of the deposit.
Please refer to the Returns Policy for full details.
Defects & Retentions
At Monart Pty Ltd, we prioritise the delivery of products and services that meet the highest standards of quality and functionality ensuring the satisfaction and confidence of our clients. However, should any concerns or issues arise, we are committed to addressing them promptly and comprehensively. We empower our clients with the ability to retain a maximum of 5% of the contract sum for works completed. This retention serves as a safeguard, allowing our clients to withhold a portion of payment until they are fully satisfied with the delivered work.
Within this, we implement a ‘fit-for-purpose clause’ stipulating that our products and services are not considered defective if they fulfil their intended functions effectively and as described. If this is the case procedures will commence only after all outstanding payments have been made by the client. This policy underscores our dedication to fair and transparent business practices, as well as our commitment to maintaining the integrity of our products and services.
In the event of minor concerns or defects, we are more than willing to address them promptly and without additional charges. However, it’s important to acknowledge that there may be instances where the extent or complexity of the issue necessitates additional time and resources to rectify. In such cases, while we endeavor to minimize any inconvenience to our clients, there may be a point where additional charges become necessary to cover the associated costs. Rest assured, any decisions regarding charges for defect rectification will be communicated transparently and discussed collaboratively with our clients to ensure fairness and mutual understanding.
Furthermore, in cases where significant costs are incurred to rectify any identified issues not in the scope of works, we reserve the right and may choose to invoice the customer a “do & charge” fee for the work done. This will be discussed at the time of notice.
Our goal is to foster trust and long-term partnerships with our clients by providing effective solutions and upholding our commitment to quality excellence.
Retention of Title
Until all invoices are paid in full, and all monies have been receipted and cleared, ownership of the goods remain with the supplier. This risk passes to the customer on delivery.
The customer indemnifies and saves harmless the supplier, or its agents in relation to loss or damage, from retaking the possession of the goods.
In the event the supplier exercises its right of retaking possession of the goods, the customer grants power of sale to the supplier to resell the goods and the customer acknowledges that any shortfall owing after the goods are resold will be the responsibility of the customer.
Warranties
All Monart Pty Ltd goods carry a 12 month guarantee on the quality of workmanship and finish.
Outsourced components come with manufacturers’ warranties that will be included in handover documents.
Materials are deemed free from faulty workmanship for a period of twelve months from date of delivery.
All Monart Pty Ltd warranties exclude:
- Components supplied by other supplier.
- Damage caused by neglect or misuse of materials supplied.
- The fading of powder coating.
- Installation of materials less than 500m from any marine environment (salt water, ocean or lake).
- Labour costs associated with installation or removal of defective product
- Corrosion that is caused from chemicals, e. brick cleaning acids.
- The supplier will not accept goods returned for warranty work, unless the freight is prepaid by the customer.
No warranty work will be completed whilst the customer’s account is in default of the agreed trading terms.