Refund policy
Return Policy
At Solid Motif, we want you to feel complete confidence in the solid weight, knurled texture, and finish of our architectural hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high vulnerability of polished, brushed, and matte electroplated metal finishes to tool scratches and installation wear, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.
2. Change of Mind Eligibility & Conditions
To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:
- The handles, pulls, door stops, or wall hooks must be completely uninstalled, unused, and in their original, brand-new condition.
- Installation & Surface Integrity Notice: Hardware cannot be returned if screws have been driven into thread taps, or if handles have been mounted against drawer faces. Thread holes must be completely stripped-free with zero torque marks, metal burs, or screwdriver slips. Metal surfaces and knurling must show zero hairline scratches, nicks, or impact dents.
- Each piece of hardware must remain inside its individual protective soft foam sheath or polybag to prevent metal-on-metal rubbing during return transit.
- All original mounting hardware (standard M4 breakout screws, drywall anchors, mounting plates) and outer packaging cartons must remain complete inside the return parcel.
- Items showing signs of jobsite use, power tool marks, stripped internal threading, or damaged packaging will be strictly rejected during our quality inspection.
3. Australian Consumer Law (ACL) Guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
4. Return Shipping Costs
For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the substantial weight of solid brass and forged metal goods, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Solid Motif cannot guarantee receipt of returned items without tracking proof.
5. How to Initiate a Return
- Contact our customer concierge team at support@solidmotif.shop within 30 days of delivery. Please include your order number, hardware model, quantity, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized individual protective repackaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.
Return Policy
At Solid Motif, we want you to feel complete confidence in the solid weight, knurled texture, and finish of our architectural hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to the high vulnerability of polished, brushed, and matte electroplated metal finishes to tool scratches and installation wear, please review our return conditions below carefully.
1. Return Window
Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.
2. Change of Mind Eligibility & Conditions
To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:
- The handles, pulls, door stops, or wall hooks must be completely uninstalled, unused, and in their original, brand-new condition.
- Installation & Surface Integrity Notice: Hardware cannot be returned if screws have been driven into thread taps, or if handles have been mounted against drawer faces. Thread holes must be completely stripped-free with zero torque marks, metal burs, or screwdriver slips. Metal surfaces and knurling must show zero hairline scratches, nicks, or impact dents.
- Each piece of hardware must remain inside its individual protective soft foam sheath or polybag to prevent metal-on-metal rubbing during return transit.
- All original mounting hardware (standard M4 breakout screws, drywall anchors, mounting plates) and outer packaging cartons must remain complete inside the return parcel.
- Items showing signs of jobsite use, power tool marks, stripped internal threading, or damaged packaging will be strictly rejected during our quality inspection.
3. Australian Consumer Law (ACL) Guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
4. Return Shipping Costs
For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Due to the substantial weight of solid brass and forged metal goods, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Solid Motif cannot guarantee receipt of returned items without tracking proof.
5. How to Initiate a Return
- Contact our customer concierge team at support@solidmotif.shop within 30 days of delivery. Please include your order number, hardware model, quantity, and reason for return.
- Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized individual protective repackaging instructions.
- Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.