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Returns Policy

Our Returns Policy is designed to assist you in returning your product.
We would like to remind you that the benefits given by our Returns Policy are in addition to other rights and remedies you may have under Australian consumer law.

We offer you a replacement , repair or refund where products have a factory fault such as:
Wrongly described
Do not do what they are supposed to do
To return products contact our customer service team for assistance on 1300 658 843

What information is needed to complete your return?
• Show your receipt or other proof of purchase (bank statement).
• Return the product in the same condition as it was purchased (including manuals, accessories and packaging).
• Provide us with any extra information we may need to process your return.

Assessment of your product: We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain products may need to be sent to the manufacturer or their repair agent for assessment


Exclusions
In some cases a refund, replacement, or repair may not be offered if you:
• Substantially modify the product;
• Misuse the product contrary to user instructions or packaging labels; or
• Simply change your mind.
Certain products are excluded under our Returns Policy unless they are faulty.


Further information
At any time you can discuss our Returns Policy with our customer service team on 1300 658 843.


Definitions
1. Deposit: The customer/purchaser shall pay a minimum of 50% deposit to Top Hat Marquees before the commencement of any custom printing. In the event of a cancellation of the goods & services by the customer, the deposit shall be forfeited to Top Hat Marquees as follows:
100% (one hundred percent) of the deposit shall be forfeited if cancelled after the commencement of printing or after the commencement of building/manufacturing, unless otherwise agreed in writing by Top Hat Marquees.

2. Payment: The customer shall pay the full outstanding balance of charges to Top Hat Marquees prior to dispatch. The charges unless otherwise stated inclusive of GST. The customer shall pay all sums due to Top Hat Marquees in terms of this agreement without any set-off, deduction, counterclaim, and/or any other withholding of monies.

3. Freight/Delivery: All freight/delivery costs shall be born by the customer and paid to Top Hat Marquees as per specified in the quote/tax invoice, prior to dispatch. In the case of a return for damaged and/ or faulty goods the return to Top Hat Marquees will be born by the customer and the freight/delivery back to the customer will be born by Top Hat Marquees.

4. Backordered goods: In the event that some or all goods ordered by the customer are not available for immediate dispatch those goods will be placed on backordered only after full payment was been received and delivered to the customer when available. Backordered goods can take up to 15 business days to arrive to the customer.

5. Loss or damage of goods: The customer shall be responsible for all damages and/or losses due to the customers negligence, misdirection and/or misuse of the goods. The customer undertakes to only use the goods for their intended purpose and in a safe & correct manner in accordance with any operating and/or safety instructions provided or supplied by Top Hat Marquees.

6. Wear & tear: Top Hat Marquees will not be responsible for general wear & tear except where wear & tear has been accelerated by manufacturing faults.