Returns, Refunds and Consumer Guarantees

Sunset Real Estate Pty Ltd (ABN 66 650 432 929) trading as Der Griff Co

Effective from 1 September 2026

This policy governs returns, refunds, repairs and replacements for goods purchased from Der Griff Co. It forms part of our Terms of Sale and should be read in conjunction with them.

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1. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this policy limits, excludes or modifies those guarantees, and any part of this policy that purports to do so has no effect to that extent.

This policy describes the process we apply in giving effect to those guarantees. Where this policy is silent, the Australian Consumer Law governs.

2. Change of mind

We do not offer returns, refunds, exchanges or credits where you have changed your mind about a purchase.

This includes circumstances in which you have decided that you no longer want the product, that the size or physical dimensions do not suit your requirements, that a mat is larger or smaller than the space you intended it for, that you have found the product elsewhere at a different price, or that you have ordered in error. We ask you to review the published specifications, dimensions and product photographs before ordering, and to contact us with any question about fit or suitability before you place your order.

Your rights in respect of goods that fail a consumer guarantee are unaffected by this clause and are set out below.

3. Faulty, damaged or incorrect goods

If a product fails to meet a consumer guarantee, you are entitled to a remedy. Which remedy applies depends on the nature of the failure.

Minor failures. Where the failure can be remedied within a reasonable time, we will choose whether to repair the product, replace it with an identical or equivalent product, or refund the purchase price. The choice of remedy in these circumstances rests with us, and we will tell you which remedy we have elected. If we do not remedy the problem within a reasonable time, you may have the goods remedied elsewhere and recover the reasonable cost from us, or reject the goods and choose a refund or a replacement.

Major failures. A failure is major in the circumstances set out in section 260 of the Australian Consumer Law. Those circumstances are that the product would not have been acquired by a reasonable consumer aware of the problem, that it differs significantly from its description or from any sample or demonstration model, that it is substantially unfit for the purpose for which goods of that kind are ordinarily supplied and cannot easily and within a reasonable time be made fit, that it is unfit for a purpose you made known to us before purchase and cannot easily and within a reasonable time be made fit, or that it is unsafe. A failure is also major where it cannot be remedied, or where we do not remedy it within a reasonable time. Where a failure is major, you may choose between a refund and a replacement, and you may also seek compensation for reasonably foreseeable loss or damage caused by the failure.

Incorrect goods. If you receive a product other than the one ordered, contact us and we will arrange for the correct product to be supplied and for the return of the incorrect product at our cost.

4. When a remedy is not available

You are not entitled to a remedy under the consumer guarantees where the problem has arisen from a cause outside the condition of the goods as supplied. This includes the following.

1. Damage caused by misuse, abnormal use, or use contrary to any care guide, instruction or warning we have given.

2. Damage caused by modification, repair or alteration by any person other than us or a repairer we authorise.

3. Ordinary wear and tear consistent with the age, materials, grip profile and intensity of use of the product.

4. Damage arising after delivery from accident, dropping, neglect, environmental exposure or improper storage.

You are also not entitled to a remedy where you were made aware of the relevant fault or material condition before purchase.

5. Making a claim

To make a claim, contact us at support@dergriff.com and provide the following.

1. Proof of purchase. An order number or tax invoice is preferred. We also accept a bank or credit card statement, or other reasonable evidence that identifies the transaction.

2. A description of the problem. Please describe the fault precisely and tell us when it first appeared.

3. Evidence. Clear photographs or video of the product and of the fault. Where the claim concerns the material or the grip surface, images showing the affected area in detail assist assessment. Where the claim concerns visible transit damage, photographs of the outer packaging help us pursue the matter with the carrier.

We may request further information, or ask for the product to be returned for physical inspection, where the evidence provided does not allow us to assess the fault.

Please inspect your order on arrival and contact us as soon as practicable if the product is damaged, defective or incorrect. Prompt notice assists assessment. A fault that was not reasonably apparent on delivery may still be the subject of a claim when it emerges.

6. Assessment, inspection and timing

We assess claims on the evidence provided and, where necessary, on physical inspection of the returned product. Where the cause of a material or structural fault is contested, we may seek an assessment from the manufacturer or from an independent technician.

We will tell you the outcome of our assessment and, where a remedy is due, will provide it within a reasonable time. Where a refund is approved, it is made to the original payment method. We process approved refunds within ten business days of approval. Your financial institution may require further time to post the funds to your account.

7. Returning a product

Do not send a product to us before contacting us and receiving a written return authorisation. Products sent without authorisation cannot be assessed reliably and may be held or returned to you at your cost, except where the product is subsequently found to have failed a consumer guarantee, in which case we will meet those costs.

Where a return is authorised, we will provide the return address and shipping instructions. Please follow the packaging instructions we give you, so that the product is not damaged on the return journey. Where a failure of a consumer guarantee is established, we will meet or reimburse the reasonable cost of returning the product. Where the product is found to meet all consumer guarantees, the cost of return and of any onward delivery back to you is yours.

Returns are to be sent to:

Der Griff Co

283 Glen Huntly Road

Elsternwick VIC 3185

Australia

8. Delivery, loss and damage in transit

We are responsible for your order arriving safely at the delivery address stated in your order. If a consignment does not arrive within a reasonable time, or arrives damaged, contact us at support@dergriff.com and we will investigate and resolve the matter with the carrier on your behalf.

Risk in the goods passes to you on delivery to the address stated in your order. Where you instruct us or the carrier to leave goods unattended, to deliver to an address other than the one on the order, to redirect a consignment in transit, or to hold goods for collection, risk passes at the point that instruction is carried out.

9. Products excluded from voluntary returns

We do not accept change of mind returns of gift cards, promotional codes, or products made or personalised to your specification.

Gift cards issued by us are valid for at least three years from the date of issue, as required by law.

The consumer guarantees apply to every product we sell, including products purchased on promotion or at a discount.

10. Exchanges

We do not operate a general exchange service. Where a replacement is the agreed or required remedy for a failure of a consumer guarantee, we will supply an identical or equivalent product without charge.

11. Voluntary warranties

We do not offer any voluntary warranty, extended warranty, satisfaction guarantee or goodwill undertaking beyond the consumer guarantees and the terms of this policy. Marketing copy, advertising and social media posts describe our products and do not create a warranty.

12. Liability

To the maximum extent permitted by law, our liability arising out of or in connection with the supply of goods is limited to the remedies set out in this policy and to loss or damage that was a reasonably foreseeable result of a failure to comply with a consumer guarantee.

We are not liable for loss or damage that was not reasonably foreseeable, or that arises from a cause described in clause 4.

Nothing in this clause operates to exclude, restrict or modify any liability that cannot be excluded or limited under the Australian Consumer Law, including liability for death or personal injury.

13. Orders delivered into the European Union

Where goods are shipped to a consumer in the European Union, you may withdraw from the contract within fourteen days of receiving the goods, without giving a reason, in accordance with the Consumer Rights Directive.

To exercise the right, tell us of your decision to withdraw within that period, by email to support@dergriff.com or through the withdrawal function on our website. You must then send the goods back within fourteen days of notifying us, and you bear the direct cost of returning them.

We will refund the price of the goods and the standard outbound delivery charge within fourteen days of receiving the goods back or of receiving evidence that you have sent them, whichever is earlier. You may handle the goods to the extent necessary to establish their nature, characteristics and functioning. We may reduce the refund to reflect any diminished value resulting from handling beyond that.

This right is in addition to, and does not affect, your rights under the Australian Consumer Law.

14. Contact and escalation

Enquiries under this policy should be directed to support@dergriff.com.

If you are not satisfied with the outcome of a claim, you may put your position in writing to our management team at support@dergriff.com.

We will review the matter and respond.

We may amend this policy. The version published on our website at the time you place your order applies to that order.