Refund policy
NanoMiix Pty Ltd | Returns Policy
We understand that sometimes you may wish to return a product you have purchased from NanoMiix Pty Ltd (NanoMiix). To assist you, we have outlined the NanoMiix Returns Policy with key points that you should be aware of.
Your rights under the Australian Consumer Law
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 for 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.
Where a failure does not amount to a major failure, NanoMiix Pty Ltd is entitled to choose between providing you with a repair, replacement, or other suitable remedy.
Your rights under the Australian Consumer Law are not limited by a defined time. However, the Australian Consumer Law recognizes that the relevant time period can vary from product to product, depending on factors such as the nature of the product and the price. NanoMiix Pty Ltd adopts the same approach. The type of remedy NanoMiix can offer may also vary depending on the time taken to return the product.
For any product return, please contact NanoMiix Pty Ltd by phone or email to establish initial contact and reasons for the return. This includes products that carry a manufacturer’s warranty. Any cost incurred in returning items that are not eligible for warranty will be borne by the consumer.
Returns Procedure
Please retain your receipt. To obtain a refund, exchange, or repair for a product purchased from NanoMiix Pty Ltd, including those products covered by a manufacturer’s warranty, clear proof of purchase must be provided – typically, but not always, a receipt.
If satisfactory proof that the product was purchased from NanoMiix Pty Ltd cannot be provided, under the law, NanoMiix Pty Ltd is entitled to elect whether or not to accept the product for return.
However, if the product is a NanoMiix Branded Product, NanoMiix Pty Ltd will offer you a repair, exchange, or returns credit at the value of the item at the lowest recorded system price if its purchase date cannot be determined.
For loss prevention purposes, we will need to record the personal details of the consumer. For further information, see our Privacy Policy.
Product assessment
Once proof of purchase has been established and the product fault can be safely and clearly determined in-store, NanoMiix Pty Ltd will offer you either a refund, exchange, repair, or returns credit notice. The available remedy will depend on whether the fault amounts to a major failure. When the product fault is difficult or potentially dangerous to determine in-store (for example, if it is an electrical item or requires lab testing), the manufacturer or repair agent will be consulted to determine the fault and resolution.
The manufacturer or their agent will determine whether a product has incurred a major or minor fault. Where a product has been sent to the manufacturer, the manufacturer will determine whether:
There is no fault found;
There is a minor fault that can be easily repaired within a reasonable timeframe;
There is a major fault found, and the customer is to be offered a replacement or a refund; or
The product has been damaged or abused through misuse.
Where no fault is found, the product will be returned to the Store to be returned to the consumer.
When assessing product faults, it is the consumer’s choice whether to deal with NanoMiix Pty Ltd or the manufacturer directly. When the product is sent to the manufacturer or their repair agent, NanoMiix Pty Ltd will request them to assess the product and provide their assessment within a reasonable timeframe.
NanoMiix Pty Ltd cannot offer a refund or exchange where the product has sustained damage due to abnormal use, whether identified by NanoMiix Pty Ltd, the manufacturer, or repair agent. NanoMiix Pty Ltd does not provide any warranty for goods damaged intentionally or unintentionally by the user outside the course of normal operation of the product. Please refer to instructions from the specific product packaging and relevant specific datasheets available online or from the manufacturer.
If the product does not match its advertised description, NanoMiix Pty Ltd will provide a choice between a refund or returns credit to the value of the item purchased.
NanoMiix Pty Ltd’s liability shall be limited to the actual cost of the product, i.e., replacement or refund. In no event shall NanoMiix Pty Ltd be liable for any further direct, incidental, special, or consequential damages.
What should I do if I am having difficulties getting my product to work?
If you are experiencing problems operating the product, it is strongly recommended that you contact the manufacturer’s customer helpline. The contact number is typically provided within the product packaging or warranty card. Alternatively, NanoMiix Pty Ltd can be contacted to assist in providing the relevant contact details.
What should I do if I have changed my mind and want to return a product?
Ensure the product is in its original condition and packaging (including manuals and accessories) and is not on the Product Exclusion List (please see below). If you meet these conditions but are returning a product outside the 14-day return period, NanoMiix Pty Ltd will offer an exchange or a Returns Card credited with the value of the item purchased.
Product exclusions list
The following products may not be returned unless they breach a guarantee under the Australian Consumer Law:
Tinted Paint/Ink
Gift Cards;
Opened Paint Cans;
Made/built-to-order products;
Additional information
What should I do if I have fixed or bulky items to return?
If the product cannot be easily returned to NanoMiix Pty Ltd due to the nature of the fault, the size of the product, or if the product is affixed to your premises, please contact us for further information on how to resolve your issue.
What is a gift card and when would I receive one?
A Gift Card provides a credit to the value of the goods returned. A Gift Card may be elected instead of a refund when the product is declared faulty or does not match the advertised description. A Gift Card may also be provided for 'change of mind' returns. The Gift Card is not redeemable for cash and is valid for six months from the date of issue.
If NanoMiix Pty Ltd requests my personal information during the refund or exchange process, what do they do with the information?
Our respect for the consumer’s right to the privacy of their personal information is paramount. We have policies and procedures to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely, and in accordance with the National Privacy Principles. We may collect personal information during the refund or exchange process to comply with our fraud identification processes. We do not disclose any personal information collected to third parties.
For more information, see our Privacy Policy.
What happens if I have purchased a product online and want to return it because I have changed my mind?
Most online purchases can be returned or exchanged by mail. Any cost incurred by the consumer in sending return & exchange items due to change of mind will be borne by the consumer, accompanied by a 25% restocking fee.
If I can't find my receipt, can I use a bank statement as proof of purchase instead?
NanoMiix Pty Ltd will not accept a bank or credit card statement unless the amount shown on that statement directly corresponds to the amount at which the product in question was purchased. Where multiple items were purchased in one transaction, our ability is limited to establishing proof of purchase. NanoMiix Pty Ltd cannot provide copies of receipts if lost or misplaced.
Please note: When a refund is granted, NanoMiix Pty Ltd will refund the original purchase price via the method of payment indicated on the receipt.
For further information, please contact NanoMiix Pty Ltd on email info@nanomiixpaint.com.au