Warranty policy.

A refund or replacement will not be provided if products are misused, mishandled or mistakenly installed. Customers are responsible for following the instructions and advice given by the manufacturers.

All products sold through the Wholesale-Plus Platform come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition to a customer’s rights under the Australian Consumer Law, Wholesale-Plus offers a 12-month warranty on products sold through the Wholesale-Plus Platform that are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

1. If expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period.
2. About accessories or bonus gifts (as noted as such in a product listing) or
3. if the fault or damage is due to:
1. Normal wear and tear,
2. Damage arises from improper assembly or modification of the product,
3. Damage arising from abnormal use or abuse of the product,
4. Damage, wear and tear as a result of improper or lack of maintenance and/or care of the product (e.g., of fabric, leather or timber) or
5. damage to external product packaging only.

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

1. Send missing parts (if applicable).
2. Suggest a method of self-repair (if applicable).
3. Replace the product (subject to availability).
4. Offer an alternative product or
5. a partial or complete credit voucher or refund.

Making a warranty claim for damaged goods or missing parts.

1. Warranty claims should be sent to us via the Wholesale-Plus website - “Contact Us page”.
2. The following should be included in the message:
1. Order number.
2. the quantity of each product and/or part missing, faulty or damaged; and
3. an image or video (of acceptable quality) of the product that clearly shows:
1. the fault or damage (if applicable)
2. what part is missing (if applicable);
3. the product in the original packaging (if applicable); and/or
4. The product’s instruction manual indicates the fault or damage and/or missing part, for example, by circling the area damaged or from which a part is missing (if applicable). In addition, please briefly explain the fault or damage and what the customer requests, i.e., a refund, credit, or replacement of parts/product.
3. All images and videos should be of acceptable quality, allowing us to assess the claim. Thumbnail images are not considered sufficient quality as they do not clearly show alleged faults or damage.
4. Customers should not dispose of items before a warranty claim has been made and finalised, as we may ask for items to be inspected. We reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement, or refund in cases where the customer disposes of goods before a warranty claim has been finalised. Please do not attempt to return the item without our approval.
5. We will provide a return label When we need the product returned. Any postage cost incurred by the customer for return postage will not be refunded if it is found that there is no valid warranty claim and/or the return label has not been provided.

Refund, return and replacement procedure for damaged/faulty goods or missing parts.

1. If a customer is entitled to a refund, please send the request via the Wholesale-Plus website's “Contact Us page.” We will advise if the customer needs to return the product. Refunds will be issued using the original payment method. We cannot issue refunds to an account or credit card other than the one used to place the relevant order.
2. If a customer is entitled to a replacement or spare part, please send the request via the Wholesale-Plus website - “Contact Us page”- and we will advise if the customer needs to return the product. If a customer is entitled to a replacement product or spare part but:

• There is an address discrepancy with the order (which is due to your or the customer’s error) such that the product/part is returned to us, a cost of Return to the Sender (if applicable), and we will impose a re-delivery fee on you for any products returned to us as the sender; and/or
• If an incorrect product is returned to either Wholesale-Plus’s or the Supplier’s warehouse, neither Wholesale-Plus nor the Supplier will be responsible for these products or obligated to return them to the customer.

2. Product recalls

1. We will advise you of the relevant procedure for a product recall.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.