At Hammer Roo, we want you to be confident in what you buy. The below outlines when returns are accepted and how they are handled.
Change of Mind (7-Day Policy)
If you change your mind, you may request a return within 7 calendar days of:
- Receiving your order (for delivered items), or
- Purchase date (for in-store purchases)
Approved returns will be issued as a store credit equal to the purchase price of the goods (excluding original shipping and insurance).
To be eligible:
- Items must be unused, unopened, and in original condition
- Items must be in original, undamaged packaging suitable for resale
- Items must not be installed, modified, or tested
Return shipping is the responsibility of the customer.
The customer assumes all risk for the goods until they are received by Hammer Roo.
We do not generally offer refunds for change of mind. However, at our discretion, a refund may be approved and may incur a restocking fee of up to 25%.
Faulty or Damaged Goods
If you believe your item is faulty, this will be handled under our warranty process and in accordance with Australian Consumer Law.
- For minor faults, we may repair or replace the item within a reasonable time.
- For major failures, you are entitled to choose a refund, replacement, or repair.
Items that have been damaged due to misuse, improper use, or abnormal conditions are not eligible for return, repair, or replacement.
Non-Returnable Items
The following items cannot be returned.
Custom Made Goods
- Customers may not return goods that have been modified to meet their needs, for example - sandpaper cut to length, custom made furniture etc.
- Custom made or modified goods are unable to be returned unless agreed in writing by Hammer Roo Management.
Special Order / Non-Stocked Items
- Special order products which aren't normally stocked in store cannot be returned, exchanged or cancelled once the order has been placed. If the item is on back order we will contact you with an estimated time frame.
Clearance / Final Sale Items
- Products that are marked as final sale, discontinued or clearance are also ineligible.
Epoxy, Finishes, Glues & Liquids
- Customers may not return under any circumstances epoxy, finishes, glue & other liquids due to risk of improper storage and/or contamination.
PPE & Personal Products
- Due to the possible health implications, customers may not return under any circumstances any PPE or Personal Products that have been opened or used in any way. Including but not limited to: masks/respirators, gloves, glasses/goggles etc.
Returns Process
To request a return:
1. Contact us first at info@hammerroo.com.au to request approval
2. Wait for confirmation and return instructions
3. Package the item securely:
- Do not attach labels directly to product packaging
- Ensure the item is protected during transit
4. Clearly include your name and contact details inside the package
5. Send the item back using a trackable method
Once received and inspected:
- If approved, your store credit will be issued
- If the item does not meet return conditions, it may be rejected and returned to you at your cost
