Product Claims

At Horgans, we handle returns and refunds in accordance with the Australian Consumer Protection legislation. Please choose carefully as we do not give refunds, credits or accept returns for change of mind or making a wrong decision.

In the unlikely event that an item arrives damaged or faulty, please notify Horgans’ Sydney office within 7 days of receipt of goods for a replacement (if available/suitable), store credit or refund.

Please submit details of the faulty product request with this form.
Please note: Failure to claim within this 7 day period constitutes full acceptance of the goods. 

Important Information

Returns and credits apply only if authorised by Horgans head office and notification is received within 7 days of receipt of goods, with a valid reason for the return. Horgans sales representatives and sales agents will not accept return of claimed goods unless authorisation from Horgans head office is given.

If you are reselling Horgans product, it is the responsibility of the reseller to inspect the goods received within 7 days of receipt of the delivery and prior to reselling Horgans product. 

If the reseller fails to claim or notify Horgans of any damage or faulty goods within this period, this constitutes acceptance. In the event of damaged or faulty product being received and rejected by the reseller and Horgans are notified within 7 days for receipt of goods, Horgans reserves the right to replace the goods (if available/suitable). If a product is on sold to the end customer without prior inspection of the reseller, liability for any fault or damage claim passes to the reseller.

To expedite claims, please include a detailed description of reason for claim and include any images of faults. Returns & credits apply only if authorised by Horgans head office. When returning an authorised item, it must be in the original packaging in which they were shipped.

We do not refund or replace a product that you have bought and received where, in our reasonable opinion, the product has: become of unacceptable quality due to fair wear and tear; misuse; failure to use in accordance with manufacturer's instructions; and Horgans Care Instructions; using it in an abnormal way; or not the way the product was intended for use; or failure to take reasonable care.

If upon return to Horgans Sydney office it is evident the claim is invalid, a restocking fee may be applied. Horgans will not discount goods if the purchaser sells goods at a discount before authorisation is given by Horgans. Any refund is made back to the payment option you used for your original order. No refunds or credits for incorrect choice or change of mind.

If a product is to be returned which had been installed in a property and needs to be dismantled, deconstructed or removed from a wall etc - Horgans are not responsible for any damage to the property as a result of the install, nor is Horgans responsible for any damages or make good needed as a result of the removal of products for return.

Horgans.
Stories of design.
Since 1983.