Warranty & Returns Policy

1. Our approach

HAZO supplies custom-made outdoor shading products and coordinates support for the Goods identified in the Customer’s Formal Order. This Policy explains:

• the HAZO express warranty;
• how different component and manufacturer warranties fit together;
• how to report an issue;
• the position on custom-made and change-of-mind returns; and
• rights under the Australian Consumer Law (ACL).

An express warranty is additional to statutory rights. It does not replace, reduce or exclude the consumer guarantees that apply under the ACL.

2. Which warranty applies to an order

The controlling warranty for a Customer’s Goods is the written warranty schedule identified in the Formal Quote or Formal Order and supplied with the Goods. The schedule should list the actual product, frame or mechanism, coating, fabric, motor, controls, sensors, lighting and any other warranted component.

Website product pages and general brochures must not be used to infer a longer warranty for a component that is not identified in the order schedule.

3. HAZO express warranty periods

The following additional express warranties begin on the date the Goods are delivered or collected. They apply to the HAZO-supplied component identified in the order-specific warranty schedule and are subject to this Policy.

HAZO gives these periods directly to the Customer. HAZO may seek recovery from a manufacturer or supplier internally, but a Customer is not required to pursue that third party before making a claim to HAZO.

No reduced commercial-use period applies unless the order-specific schedule clearly states an agreed, lawful limitation for a particular component. Nothing in that schedule reduces non-excludable ACL rights.

4. What the express warranty covers

Subject to the order-specific warranty schedule, HAZO’s express warranty covers a defect in HAZO-supplied materials or manufacture that appears during the stated period while the product is:

• used for its intended purpose;
• installed and connected by appropriately competent or licensed people;
• operated within the supplied limits and instructions; and
• reasonably inspected, cleaned and maintained.

HAZO may use order records, product labels, serial numbers, photographs, video, installation information and inspection to identify the cause and applicable component warranty.

5. What may not be covered by the additional express warranty

The following may fall outside the additional HAZO express warranty where they caused or materially contributed to the issue:

• incorrect measurement, installation, fixing, structural support, pitch, drainage, electrical work or commissioning not supplied by HAZO;
• use outside the product’s stated size, wind, weather, load or operating guidance;
• impact, accident, misuse, neglect, vandalism, storm debris, building movement, pests or another external cause;
• unauthorised modification, incompatible controls, third-party components or attempted repair;
• failure to carry out reasonable cleaning, inspection, tensioning or maintenance described in the supplied documents;
• corrosion or finish deterioration caused by an environment outside the confirmed coating specification or failure to remove salt, chemicals, pollutants or organic deposits;
• ordinary wear, fabric creasing, minor colour or texture variation within the accepted material tolerance, or replaceable-battery depletion; and
• damage arising after delivery because uninstalled Goods were left wet, unsupported, unsecured or incorrectly stored.

These exclusions apply only to the additional express warranty. They do not remove a Customer’s ACL rights. HAZO must assess the actual cause rather than reject a claim merely because an installer or third-party component is involved.

6. How to make a support or warranty request

Contact HAZO first. Do not contact a component manufacturer as a substitute for contacting the seller, unless HAZO asks the Customer to do so.

Send one complete message to Info@hazoworld.com with:

1. the Formal Quote, invoice or Formal Order reference;
2. Customer name, project address and current contact details;
3. product, size and affected component;
4. a clear description of what happened, when it began and whether operation has stopped;
5. overview and close-up photographs, plus video where movement, noise or controls are relevant;
6. installation date, installer details and electrical information where relevant;
7. maintenance history and any steps already taken; and
8. the outcome requested.

Do not dismantle, modify, discard or return the Goods without instructions from HAZO, except for reasonable action needed to make the area safe. Keep the affected Goods and relevant packaging while the matter is assessed.

7. Assessment process and service targets

HAZO will review a complete request within a reasonable period. HAZO may ask for essential missing information and may provide safe diagnostic instructions, arrange remote or on-site inspection, request return of a component, consult a supplier, or propose repair, component supply, replacement, refund or another remedy.

HAZO will provide an update when there is material progress or when the expected next step changes. No fixed public acknowledgement, assessment or update interval is promised because technical access, freight, inspections and third-party evidence vary by claim.

The appropriate remedy depends on the cause, the express warranty and the Customer’s statutory rights. HAZO will not require store credit where the law provides another remedy.

8. Claim and remedy costs

Where the ACL or an approved warranty claim requires HAZO to bear reasonable return, collection, inspection or remedy costs, HAZO will do so. A Customer should contact HAZO before incurring substantial transport, access, dismantling or repair expense, unless urgent work is reasonably necessary for safety or to prevent further damage.

For a manufacturer fabric or component warranty, the manufacturer may offer a material or component remedy that does not include removal, reinstallation, access equipment or labour. HAZO will explain that boundary before the Customer accepts a proposed manufacturer-warranty pathway. That boundary does not override any broader remedy the Customer is entitled to receive from HAZO under the ACL.

9. Delivery damage, missing packages or incorrect Goods

Before moving or installing the Goods, the Customer should count the packages, inspect all sides, ends and labels, photograph the complete delivery and any concern, and keep the Goods dry, secure and correctly supported.

Where practicable, report damage, missing packages or incorrect Goods within 5 business days using the Formal Order reference and available evidence. This is a notification and evidence target that helps HAZO investigate with the carrier. It is not a contractual cut-off and does not remove or reduce rights that cannot lawfully be excluded.

The Customer should not install a visibly incorrect or damaged item without HAZO’s written direction if installation could worsen the damage or make assessment difficult.

10. Custom-made Goods and change of mind

Most HAZO products are manufactured for one approved project using selected dimensions, colours, fabrics and options.

Before Formal Order confirmation, a Customer may choose not to proceed with a quote. After a Formal Order is issued, change-of-mind cancellation or return is not normally available. HAZO may consider a written cancellation request at its discretion and may deduct reasonable committed costs, material costs, work completed and non-recoverable freight.

Custom-made status does not limit rights where Goods are faulty, unsafe, materially different from the Formal Order, unfit for a disclosed purpose or otherwise fail an ACL consumer guarantee.

11. Non-custom stock returns

HAZO does not offer a voluntary change-of-mind return for non-custom or stock Goods. This does not limit rights or remedies for Goods that are faulty, unsafe, misdescribed, incorrectly supplied or otherwise fail an applicable consumer guarantee under the ACL.

12. Australian Consumer Law rights

This express warranty is given by HAZO WORLD PTY LTD, ABN 64 619 793 083, Level 5, 7 Eden Park Drive, North Ryde NSW 2113, Australia. Claims may be made at Info@hazoworld.com or +61 2 5501 3001 using the process in section 6. The Customer should contact HAZO before incurring substantial claim costs. HAZO will bear reasonable claim and remedy costs where required by this warranty or law.

Mandatory Australian Consumer Law statement

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.

These rights are in addition to this express warranty and may continue after an express warranty period ends. Proof of purchase may include an invoice, order record, bank record or other evidence reasonably demonstrating the transaction. Independent information is available from the ACCC consumer rights and guarantees information.

13. Transfer, replacement parts and repaired Goods

Unless the order-specific warranty schedule states otherwise, the HAZO express warranty applies to the original Customer and project address. This does not limit statutory rights available to another owner.

A replacement part or repaired item is covered for the remainder of the original applicable express warranty period or any longer period required by law. Replacing one component does not restart the express warranty for the entire system unless HAZO’s written remedy expressly says so.

14. Maintenance and records

The Customer should retain:

• the Formal Quote, invoice and Formal Order;
• the warranty schedule and product manuals;
• product and component labels or serial numbers;
• installer and electrician details;
• commissioning and maintenance records; and
• photographs taken at delivery and after installation.

Failure to keep a particular document does not automatically remove ACL rights if the purchase and issue can be established by other reasonable evidence.

15. Contact and complaints

Warranty and product support requests: Info@hazoworld.com
Phone: +61 2 5501 3001
Postal address: HAZO WORLD PTY LTD, Level 5, 7 Eden Park Drive, North Ryde NSW 2113, Australia

If a Customer is dissatisfied with the handling of a request, they should ask for internal review and explain the outcome sought. The Customer may also contact the applicable state or territory fair trading agency, tribunal or the ACCC for general information.

16. Version control

For every Formal Order, HAZO will create an order-specific warranty PDF identifying the product, supplied components, applicable periods and document version. The same controlled PDF is to be attached to the Formal Order email, retained in the Customer’s secure Order Portal and attached again to the dispatch notice.

The order-specific PDF controls the additional express warranty for the identified Goods. This website Policy is a general reference and is not a substitute for that PDF. A later website update must not silently reduce an existing Customer’s express warranty.