Return & Refund Policy

Last updated: 14 October 2026

At Zano Hardware, we pride ourselves on delivering premium, design-forward hardware crafted to elevate every space. Every piece is inspected with care before leaving our warehouse. If for any reason your order isn’t quite right, this policy explains what we’ll do.

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 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.

Nothing in this policy limits those rights. The conditions for change-of-mind returns in section 1 do not apply to faulty, damaged or incorrect items, which are covered in section 2.

1. Change of Mind Returns

We accept returns for change of mind within 30 days of delivery, provided all of the following conditions are met:

  • The item is unused, uninstalled, and in original saleable condition.
  • It is returned in its original packaging, including all screws, mounting accessories and protective wrapping.
  • The return is accompanied by proof of purchase (order confirmation or invoice).

Important notes for change-of-mind returns:

  • Return shipping is at the customer’s expense. We recommend using a trackable shipping method.
  • Original shipping costs are non-refundable.
  • Refunds are made to your original payment method once the returned items are received and inspected at our warehouse.
  • Sale items can be returned for change of mind under the conditions above.
  • Final Sale items are not eligible for change-of-mind returns or refunds. These are clearly marked “Final Sale” on the product page.
  • Custom, trade and bulk items are not eligible for change-of-mind returns (see section 6).
  • None of the above affects your rights if an item is faulty, damaged or incorrect (see section 2). This includes Final Sale items.

2. Faulty, Damaged or Incorrect Items

We stand behind the quality of our products. If an item is faulty, arrives damaged, or is not what you ordered, please email us at info@zanohardware.com as soon as you can after you notice the problem, with:

  • Your order number
  • Clear photos of the fault or damage (including the packaging if it was damaged in transit)
  • A brief description of the issue

You don’t need to send faulty or damaged items back. Once you have notified us and sent photos, you can safely dispose of the item. If we ever need to inspect an item, we will arrange and pay for its return.

What we will do:

  • Major failure (for example, the item is unsafe, doesn’t work as intended, or is significantly different from its description): you choose a replacement or a full refund.
  • Other faults: we will replace the item at no cost to you. If we can’t replace it within a reasonable time, you can choose a refund instead.
  • Wrong or missing items: we will send the correct item at no cost to you. If we need the wrong item back, we will pay for its return.
  • You may also be entitled to compensation for any other reasonably foreseeable loss or damage caused by the fault.
  • Refunds for faulty items include any delivery cost you paid for those items, and are made to your original payment method. We will only offer store credit if you would prefer it.

3. What Isn’t a Fault

The following are natural characteristics of our materials, or are not caused by a fault in the product, so they are not treated as faults:

  • Variations in natural stone such as veining, marbling, texture or tone. These are inherent features, not defects.
  • Natural patina: the gradual darkening or change in tone of brass with handling and exposure to air, as described on our product pages. Peeling, flaking, blistering or premature wear of a finish is not patina and is covered.
  • Damage caused by incorrect installation, misuse, neglect, accidents or modifications after delivery, and normal wear and tear consistent with the product’s age and use.

We strongly recommend reviewing product descriptions and images carefully, or reaching out to our team before ordering, if you have specific aesthetic requirements.

4. How to Start a Change-of-Mind Return

  • Email us at info@zanohardware.com with your order number and reason for return.
  • Our team will provide return authorisation and shipping instructions.
  • Pack your item securely in its original packaging. Items damaged in transit because of poor packaging may not be eligible for a change-of-mind refund.
  • Once your return is received and inspected, we will let you know whether your refund is approved.
  • Approved refunds will be issued within 5–10 business days.

5. International Orders (New Zealand)

For change-of-mind returns from outside Australia:

  • Shipping fees, import duties and taxes are non-refundable.
  • The customer is responsible for all return shipping costs, including any customs or import charges.
  • We recommend insured, trackable shipping, as we cannot refund change-of-mind return parcels that are lost or damaged in transit.

Faulty, damaged or incorrect items are handled under section 2. This does not limit any rights you have under New Zealand consumer law.

6. Trade, Bulk and Custom Orders

  • Trade, bulk and custom orders are not eligible for change-of-mind returns unless we agree otherwise in writing. If we agree to accept a change-of-mind return of these items, a restocking fee of 10% of the returned items’ price may apply to cover handling and inspection.
  • A restocking fee never applies to faulty, damaged or incorrect items.
  • If goods are faulty, damaged or incorrect, section 2 applies.

7. Zano Hardware Warranty

In addition to your rights under the Australian Consumer Law, Zano Hardware provides the following warranty against defects on all products:

  • Structural warranty — 5 years from delivery. Covers structural defects affecting the integrity and intended function of the product under normal residential use when installed correctly.
  • Finish and materials warranty — 12 months from delivery. Covers manufacturing defects in surface treatment, materials and craftsmanship under normal use.

The warranty does not cover the items listed in section 3 (What Isn’t a Fault).

How to claim: email info@zanohardware.com within the warranty period with your order number, clear photos of the defect and a brief description. We will assess your claim and let you know the outcome. If your claim is accepted, we will replace the item; if a replacement isn’t available, we will refund the price you paid for it.

Costs: there is no cost to you to make a warranty claim. We pay for the replacement and its delivery. You don’t need to send the item back; if we need to inspect it, we will arrange and pay for its return. If you incur any reasonable expense in making a claim (for example, postage we have asked you to arrange), email info@zanohardware.com with your receipt and we will reimburse you to your original payment method.

The benefits to the consumer given by this warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the warranty relates.

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.

Warrantor: Petek Property Group Pty Ltd trading as Zano Hardware (ABN 57 680 843 556), 5 Hallstrom Place, Wetherill Park NSW 2164 · Phone 0422 647 663 · info@zanohardware.com

8. Contact Us

Zano Hardware is owned and operated by Petek Property Group Pty Ltd (ABN 57 680 843 556).
5 Hallstrom Place, Wetherill Park NSW 2164
Phone: 0422 647 663
Email: info@zanohardware.com

We aim to respond within 1–2 business days.