RETURNS  

Urban Steel will not be accountable or held liable for incorrect information provided by you, your builder or any other party in relation to your order which results in the door or window being the wrong size when delivered or not fitting correctly due to incorrect sizing. We reserve the right that all payments are final and there will be no refunds given on our part due to incorrect information provided to us. Please make sure the measurements and or plans you provide to us reflect the correct and true dimensions for the door frame/door we need to construct. 

Once we obtain your order it will leave our factory within two weeks of purchase date. All doors are to be paid in full, by purchasing a door you are agreeing to the terms and conditions and door size that has been selected. We do not do refunds for wrong doors sizes. 

Each door is photographed before it leaves our studio to ensure it meets quality and urban steel standards.  

In accordance with ACCC guidelines you can request a free repair, replacement or refund, but you may not be entitled to one. For example, the consumer guarantees do not apply if you got what you asked for but just changed your mind, found it at a lower price somewhere else, decided you did not like or need the purchase. 

Exceptions to guarantees 

Consumer guarantees do not apply if you: 

  • got what you asked for but simply changed your mind, found it cheaper somewhere else, decided you did not like the purchase or had no use for it 
  • misused a product in any way that caused the problem 
  • knew of or were made aware of the faults before you bought the product 
  • asked for a service to be done in a certain way against the advice of the business or were unclear about what you wanted. 

https://www.accc.gov.au/consumers/consumer-rights-guarantees/consumer-guarantees 

If you have a small problem with one of our entry hinge or pivot doors, we will help you rectify or offer a free repair. 

If the problem with the hinge or pivot door is minor, you must accept a free repair. 

If we fail to give you a free repair within a reasonable time or cannot fix your problem, you can: 

  • get it done elsewhere and pass on the costs to the us 
  • ask for a replacement 
  • ask for a refund 
  • recover compensation for the drop in value below the price paid. 

When you have a large problem with one of our hinge or pivot doors, you have the right to ask for your choice of a replacement or refund. Any replaced hinge or pivot door will be exactly the same as the one you purchased. Any replaced hinge or pivot door will have a manufacture and delivery time of approximately 8 weeks. 

What is a large problem? 

A product or good has a major problem when: 

  • it has a problem that would have stopped someone from buying it if they’d known about it 
  • it is significantly different from the sample or description 
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time 
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or 
  • it is unsafe. 

If your hinge or pivot door does indeed have a major problem, we will be responsible for paying the shipping costs or collecting the product within a reasonable time of being notified of the problem.  

If the product is found not to have a problem, you may be required to pay the transport or inspection costs. An estimate of these costs will be provided to you before the product is collected.   

 

Warranty 

Urban Steel Windows and Doors come with a 2 year manufacturer’s warranty. Your warranty period starts from the date of delivery. This warranty is given in addition to consumer guarantees and does not exclude them. 

If any door (or part of them) are defective, we will repair or replace hinge or pivot door (or part of them) 

Please see returns for exceptions to warranty 

 

Shipping 

We use a freight service for delivery once your product is completed in our Geelong factory. We aim to have every order made and delivered to you within 12 weeks from order confirmation date. In Melbourne & Geelong the turn around times will be shorter due to local delivery as freight times can vary from states to state.   

We offer free delivery to Melbourne/ Geelong areas 

PRICES BELOW EXCLUDE INSTALLATION, GLASS/GLAZING. WE RECOMMEND YOU CONTACT YOUR LOCAL HANDYMAN & GLAZIER FOR THESE. IF YOU LIVE IN THE MELBOURNE/GEELONG AREA AND WOULD LIKE THESE COSTS TO BE INCLUDED PLEASE CONTACT US FOR A CUSTOMISED QUOTE  

DELIVERY COSTS (PER ORDER EX GST) METRO AREAS 

SYDNEY & ADELAIDE:$1500, BRISBANE & HOBART:$3000, PERTH:$4000 

CONTACT US FOR COUNTRY REGIONAL LOCATIONS