Table of Contents

How we work.

We thank you for supporting our family-owned business, and I hope that we can further support yours.
If you’ve purchased from Barn Light and have a return to make, our easy to understand conditions are listed below for your convenience.

Why you might not need to make a return.


Firstly – We’re all human, mistakes happen, and we’ve all purchased the wrong thing in the past.
  • There are times when processes fail us, should that be a gooseneck that’s slightly wonky to one side, or a glaringly obvious black spec of powdercoat that has caught your eye on your new Flat White Shade.
  • Please call us, we’ll rectify the problem to the best of our ability. You won’t be requires to send us an electricians report, just their phone number so we can identify the issues/cause. 95% of problems can be resolves over the phone, the remainder with replacement hardware.
  • We use ISO-9001:2008 processes to alliviate risk and process wherever we can. If you are in the designer/specifier/builder group of customers – we even get audited.
Secondly – We’re here to help.
  • We’re honest about our intentions and for that reason we’ve NEVER had a credit-card charge-back initiated against the company.
  • We don’t pay for product or company reviews. We know our competitors do, and while we can’t tell you who they are, you’ve likely got a good guess.
  • We manufacture our lighting, we test our lighting against Australian/New Zealand standards, and we use quality materials. We’ve also got replacement parts for all of our lighting product.
  • Our standard 3-year warranty expects our product to last 6x that based on internal testing.
Thirdly – Once we commited to 180-Day returns (Jan 2023), we’d expected a lot refunds than we’ve actually processed.
  • Given the fact that we ship approximately 100 manifested orders per month, with each order averaging 2-3 boxes (consisting of more product that that!) – We’re looking at a 1% return rate since we started our 180-Day return program.
  • Chances are, you’ve come to look at our Returns & Refund policy because you’ve been burnt in the past buying online and take a habit of checking these days… We know why!

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Cash Refunds WITHIN 90 Days of Despatch

You may return unused items by post WITHIN 90 calendar days for a PARTIAL or FULL REFUND by adhering to these conditions.

PRODUCT CONDITION
  • The product return request (RMA) must be initiated within the 90 day calendar timeline. Items initiated after 90 days, please see “Credit Returns within 180 Days of Despatch
  • The product must be unused/never installed by an electrician or had wires cut/crimped/marked in such a way to make it unsellable in the current condition.
  • The products must arrive back at Barn Light Australia in perfect condition (as it was sent out). We highly recommend insurance where-ever possible as returns are typically demanaged in transit (30% of Parcels are typically affected).
  • Customers are responsible for the cost of return unless otherwise agreed to return at Barn Light Australia’s incurred expense (our return cost is always cheaper than over-the-counter).
PRODUCT VALUE 
  • The product value must not exceed $1,500 for a cash refund unless authorised by the Managing Director.
  • Amounts over $1,500 will be supplied as a credit (see Credit-Returns within 180 Days of Despatch
  • Refunds are eligible only back to the ORIGINAL FORM OF PAYMENT unless authorised by the Managing Director (Fraud Prevention)
EXCLUSIONS
  • Only items that have been purchased directly from us (and not resellers) are eligible for return.
  • Orders that are not part of our “Most Popular Colour” range will incur a 20% Restocking Fee. (We can’t usually easily recycle these parts into production pieces)
  • USA Imports – Where products were imported for your exclusive purchase.

Credit Returns with 180 Days of Despatch

You may return unused items by post WITHIN 180 calendar days for a PARTIAL or FULL CREDIT by adhering to these conditions.

PRODUCT CONDITION
  • The product return request (RMA) must be initiated within the 180 day calendar timeline (not after).
  • The product must be unused/never installed by an electrician or had wires cut/crimped/marked in such a way to make it unsellable in the current condition.
  • The products must arrive back at Barn Light Australia in perfect condition (as it was sent out). We highly recommend insurance where-ever possible as returns are typically demanaged in transit (30% of Parcels are typically affected).
  • Customers are responsible for the cost of return unless otherwise agreed to return at Barn Light Australia’s incurred expense (our return cost is always cheaper than over-the-counter).
PRODUCT VALUE
  • Only items that have been purchased directly from us (and not resellers) are eligible for return.
  • The product value must not exceed $5,000 for a credit towards different products.
    • Credit is transferrable and must be used within 365 Days from issue unless otherwise authorised by the Managing Director. 
    • A unique code can be supplied or otherwise invoiced credit-note supplied as proof-of-credit.
EXCLUSIONS
  • Only items that have been purchased directly from us (and not resellers) are eligible for return.
  • Orders that are not part of our “Most Popular Colour” range will incur a 20% Restocking Fee. (We can’t usually easily recycle these parts into production pieces)
  • USA Imports – Where products were imported for your exclusive purchase.

Commercial / Specifier Returns

You may return unused items by post WITHIN 90 calendar days for a FULL CREDIT by adhering to these conditions.

RETURN PURPOSE
  • Please be aware that we do not accept “Change of Mind / Change of Project” given the discounting level provided to your respective organisations.
  • The product return request (RMA) must be initiated within the 90 calendar timeline (not after) via email ([email protected]). (Emails sent to a “noreply” email address does not count)
PRODUCT CONDITION
  • The product must be unused/never installed by an electrician or had wires cut/crimped/marked in such a way to make it unsellable in the current condition.
  • The product must arrive back at Barn Light Australia in perfect condition (as it was sent out) at your cost.
CREDIT TERMS
  • Products will be credited to the original credit-line supplied
  • Only items that have been purchased directly from us (and not resellers) are eligible for return.
ADDITIONAL TERMS – We reserve the right to resupply or charge at the cost incurred.
  • For missing products, ie. Light Bulbs, Broken in Transit, or Missing Items.
  • For incorrectly quoted or otherwise incorrectly specified items, a surcharge relative to the replacement value + GST + freight to rectify to you/r clients requirements.
EXCLUSIONS
  • Only items that have been purchased directly from us (and not resellers) are eligible for return.
  • Orders that are not part of our “Most Popular Colour” range will incur a 20% Restocking Fee. (We can’t usually easily recycle these parts into production pieces)
  • USA Imports – Where products were imported for you/r clients exclusive purchase.

The Returns Policy with the Jargon.

1) Phone (03) 8743 5500 OR email us ([email protected]) to request a return.
2) Once a return is approved via voice or email, please post back to the address listed further down the page.

Ship your item back to Us

Keep this in mind: If we do not approve the return, and you opt to return the goods at your discretion, and for whatever reason – No refund will be made.

Please ensure your packages are insured as we are not liable if the product is damaged in transit.
The return address for all parcels:


BARN LIGHT AUSTRALIA PTY LTD
7 FIBRE PLACE,
CARRUM DOWNS, VIC 3201

EMAIL: [email protected] (TRACKING ADVICE)
PHONE: 0499 635 473 (TRACKING ADVICE).

Barn Light Australia Return Address


1. DECLARATION / WE UNDERSTAND

Barn Light Australia is committed to excellence in online retailing. Customer satisfaction is an integral part of this commitment and this is reflected in our Returns Policy. We are not required to provide you with a copy of your original receipt to facilitate an exchange, refund, insurance or warranty claim unless required by law.

Barn Light Australia will assess the condition and age of all Goods sold to be returned prior to offering a repair, exchange or refund. If the Goods are not faulty or has been damaged due to misuse, a repair, exchange or refund may be refused. This Return Policy does not exclude or replace your rights given under relevant consumer law or regulations.

If we make a mistake on your order, we will correct the mistake and get you the correct products at no charge to you. We will arrange to pick up the incorrect items to be shipped back to our warehouse at no cost to you. It is our goal to exceed your expectations and ultimately your purchase.

2. CHANGE OF MIND

If you have simply changed your mind and you are able to provide a valid receipt, Barn Light Australia may offer you an exchange or refund provided that the Goods:

(a) Is in saleable condition

(b) Has not been installed with all original packaging and stickers attached

(c) Is not subject to the exclusions listed below and exchange or refund is sought within 180 days of purchase

If you are unable to provide a valid receipt and/or 180 (one-hundred and eighty) days has passed since the original purchase date, Barn Light Australia reserves the right not to offer an exchange or refund for change of mind. Barn Light Australia may, at its discretion, provide you with an exchange to the current value of the Goods.

3. EXCLUSIONS

Please choose carefully when purchasing Bulky Goods as an exchange or refund may not be provided. Barn Light Australia may, at its discretion, offer you an exchange or refund provided that the product is in saleable condition, unworn with all original packaging and stickers attached and the exchange or refund is sought within 180 (one-hundred and eighty) days of purchase.

4. GIFT OR BONUS WITH PURCHASE

Where Goods were purchased with a gift certificate or bonus Good, the gift certificate or bonus good must also be returned unless otherwise stated. If you are unable to return the gift or bonus or it is not in saleable condition, the value of a refund will be reduced by the value of the gift or bonus at retail prices.

5. BONUS GIFT CARD WITH PURCHASE

Where a bonus Gift certificate is issued at the time of purchase, the bonus Gift certificate credit must also be returned with the Goods to qualify for a full exchange or refund. Where the bonus Gift certificate has been fully or partially redeemed, the amount redeemed will be deducted from any refund.

6. GIFT CERTIFICATES

A Gift certificate is considered a valid receipt where the code is visible and can be used to make an exchange or return.

7. PURCHASES

This policy applies to all purchases made from Barn Light Australia.

You will need to present or quote the Order Confirmation number (Emailed) and/or Gift certificate receipt number you received with the Goods to obtain an exchange or refund. Change of mind returns, as outlined above, must be requested within 180 (one-hundred and eighty) days of the sale. When the Order Confirmation number is presented and a refund is to be given, it will be processed to the same credit card. In the event the credit-card has expired, we will require additional details depending on the preferred refund method requested.

With Gift certificates, if a refund is to be given, the payment will be returned to the same credit card used to make the original Gift certificate purchase (for the avoidance of doubt, only the person who purchased the gift certificate is eligible for a full refund)

8. PRIVACY WHEN MAKING A RETURN

Barn Light Australia is committed to protecting your privacy. You may be asked to email photo identification so that we can record your name and verify your signature. Acceptable identification must also include your full name with a future expiry date. For example, Australian Driver’s Licence or Passport. Please note, when returning Goods totalling $1,000 or more and requesting a Tax Adjustment Note, your name, address and ABN (if applicable) will be required. Information collected will be securely stored for a reasonable period of time. It may be used for fraud protection activities and for the purpose of Barn Light Australia research and analysis. It may be disclosed to state and territory departments upon request, as required by law.

If you wish to access a copy of your information held by Barn Light Australia, in relation to returns or otherwise, please contact our sales staff on (03) 8743 5500 or via [email protected] for further information.

9. RETURNS

The following rules apply to all orders:

  1. A RMA (Return Goods Authorisation) Number must be completed within 180 (one-hundred and eight) days of despatch of the product.
  2. Returns must be received by Barn Light Australia within 180 (one-hundred and eighty) days of the issued RMA date. Returns will incur a 20% restocking fee.
  3. Shipping charges will not be refunded, where product is “shipped free of charge / free shipping” the cost of “Call for Return” will be extracted from the total price. You may opt to return the package at your own cost for a full refund.
  4. Goods are be in saleable condition (clause 2a)
  5. Goods have not been installed with all original packaging and sticker attached (clause 2b)
  6. Is not subject to the exclusions listed (clause 3)
  7. The customer is responsible for ensuring the return shipment has paid insurance meeting or exceeding the original order value.
  8. The customer is responsible for all return shipping charges where “Call for Return” is refused.
  9. Refunds will be issued upon inspection of the Goods and after Goods are placed back into inventory. Refunds are typically processed on the first day of the following calendar month.

10. NON RETURNABLE ITEMS

The following list is considered a continuation of Exclusions (clause 3)

  1. Installed or altered merchandise are not eligible for return or refund
  2. Damaged Goods will not be refunded.
  3. Clearance, End-of-Line, Discounted or Customised Items are not eligible for return.
  4. International Orders will not be refunded.
  5. Commercial Orders will not be refunded.

11. CANCELLATIONS

Barn Light Australia endeavours to ship Goods within seven to fourteen business days from receipt of payment, for this reason payments made via Credit-Card typically arrive sooner than direct-deposit payments

Orders placed with Barn Light Australia will receive no penalty provided order has not yet been shipped, and;

  1. An email was received AND/OR phone call/voice-mail is left within twenty-four (24) hours of ordering.
  2. In the event of order placement after Friday 5pm or during the weekend, within (36) hours from ordering.
  3. There is reasonable and justifiable cause to demonstrate why the penalty should not apply.
    i.e. The customer mistakenly added additional units from a prior shopping session mistakenly. We are human!

In the event that the order has already been shipped, the customer is responsible for:

  1. The completion of an RMA (Return Goods Authorisation)
  2. The cost of returning shipment to Barn Light Australia.
  3. the cost of shipment insurance meeting or exceeding the original order value.

12. HOW DO I RETURN GOODS

Barn Light Australia offers an chain-of-confirmation/helpdesk portal, available 365 days per year.

In order to submit a return to this portal, please follow the following steps.

  1. Send an email using our Contact Form
  2. Fill out the information available on that page.
  3. Enter “Return Request” into “Your Message” field and provide the ORD# or INV- number located on your order. We’ll cross reference this value with the customer contact information
    1. In the event that this data does not match – We will call the customer whose ORD or INV number matches to verify that you/r agents are acting on behalf of.
    2. If the ORD# or INV- Number matches, we’ll send a confirmation email to you to include in the returned parcels.
  4. Mail the packages back to use noting the ORD# or INV Number clearly (we can’t refund what we can’t identify)

Once you are ready to return the Goods;

  1. Affix the original invoice to the box/parcel, close to the new shipping label.
  2. When shipping the box/parcel ensure that
    • (a) The Goods are packaged securely, and where possible, with the original packaging material.
    • (b) Full insurance is reflected within the shipping cost.
    • (c) A Tracking number is made available as part of the shipment.
  3. Ship the box/parcel to the following Address:

    Barn Light Australia Pty Ltd
    7 FIBRE PLACE, 
    CARRUM DOWNS, VIC 3201

  4. Email [email protected] the tracking number for our reference.
  5. Please wait until we have received your box/parcel for a response, please refer to Returns (clause 9) for further information.

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