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🚫 Refund & Returns Policy
Effective Date: 22/07/2025
At James Hardie Online, we take pride in delivering high-quality building materials with care and reliability. Please review the following policy to understand our approach to returns, refunds, and replacements.
No Change of Mind Returns
Due to the nature of our industry and freight handling, we do not offer refunds, exchanges, or returns for:
- Orders that have been correctly fulfilled as placed
- Products that arrive in good, undamaged condition
We ask that you review your order carefully — including product types, sizes, and quantities — before finalising your purchase. If you’re uncertain, our support team is happy to assist prior to checkout.
Damaged or Incorrect Items
If your delivery arrives with damage or contains incorrect products, please notify us within 48 hours of receiving your order.
To submit a claim, email info@jameshardieonline.com.au with the following details:
- Your order number
- Clear photos of the issue
- A short description outlining the problem
Once verified, we’ll organise a replacement or credit, depending on the situation.
Eligibility Criteria
Refunds or replacements may be issued if:
- The issue is reported within 48 hours of delivery
- The product has not been installed, altered, or used
- The product and packaging are left intact for inspection
Freight & Delivery Responsibility
We will liaise with freight partners to resolve any delivery damage caused during transit. However, incorrect or incomplete delivery information provided at checkout may result in delays or failed deliveries, which may incur additional charges and are not eligible for automatic refunds.
Contact Us
If you believe you are eligible for a refund or replacement, or need assistance with your order:
James Hardie Online
Email: info@jameshardieonline.com.au
Business Address: PO BOX – 305 Horsley Park NSW 2175
Your Rights Under Australian Consumer Law
This policy does not affect your rights under the Australian Consumer Law (ACL). You are entitled to a refund or replacement if a product is faulty, not fit for purpose, or does not match its advertised description — provided the issue was not caused by misuse or improper installation.