Please read these terms and conditions of use carefully. These terms and conditions may have changed since your last visit to this site. By using this site, you indicate your acceptance of these terms and conditions. If you do not accept these terms and conditions, then do not use this site.

Policy Application

This policy applies to all customer orders for the supply of goods by Franklin Direct (ABN).

Franklin Direct's goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.

For major failures with the service, the customer is entitled:

1. to cancel its service contract with Franklin Direct; and
2. to a refund for the unused portion, or to compensation for its reduced value.

The customer is also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, the customer is entitled to have the failure rectified in a reasonable time. If this is not done the customer is entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. The customer is also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

These statutory or consumer guarantees have no set time limit and depending upon the price and quality of the goods, you may be entitled to a remedy after the expiry of the manufacturer’s warranty period.

This policy is not intended to exclude or limit any statutory rights which a customer may have.

Change of Mind Returns

The customer may return goods to Franklin Direct for change of mind and obtain a credit:

  • except for food and beverage products, computer hardware, special order furniture, first aid, masks, respirators and other specially purchased products or products specifically tailored for the customer’s requirements, which may not be returned
  • provided that for office supplies, software or furniture from the Furniture Fundamentals Range, the customer does so within 30 days of delivery and for technology, business machines, and print and promotional materials the customer does so within 14 days of delivery
  • provided a return authorisation is obtained from Franklin Direct in advance of goods being returned
  • provided the goods are in their original packaging, unopened, of a current make and model, and otherwise as new and in a saleable condition; and
  • on the basis that risk in the goods remains with the customer until received by Franklin Direct.

Please note that for change of mind returns a restocking or return fee may be charged by Franklin Direct.

Defective Goods and Incorrect Deliveries

Any goods, which are damaged or defective, delivered after their “use by” or “best before” date, or which are not otherwise in accordance with the customer’s order, may be returned to Franklin Direct within a reasonable time after delivery, at no cost to the customer. Within 7 days of the delivery date, Franklin Direct must be notified of delivery errors including non-delivery, delivery of incorrect quantities or incorrect goods. Franklin Direct guarantees a minimum of 4 weeks shelf life remaining on all food and drink products at time of order processing.

The customer will have the benefit of any applicable manufacturers’ warranties in respect of goods to the extent permissible and Franklin Direct will provide all reasonable assistance to facilitate a customer’s warranty claim. The benefits given by such warranties are in addition to other rights and remedies available to the customer under the Australian Consumer Law.

For all warranty claims, the customer may contact the relevant supplier or Franklin Direct. If you choose to contact Franklin Direct, we will liaise with the manufacturer and arrange either an onsite inspection of the goods and we will arrange to collect and assess the goods at no cost to the customer. If a product is determined faulty through no fault of the customer, then Franklin Direct will facilitate repair or replacement of the product or offer a refund.

100% Satisfaction Guarantee

If you are not 100% satisfied with a Franklin Direct product, you can return it at any time.

Important Customer Information

Repair Notice: Where Franklin Direct accepts for repair or on behalf of a repairer, goods capable of storing user-generated data, the customer acknowledges that the repair of that product may result in the loss of customer data. Customers are advised to keep a hard copy of any important data and remove all sensitive information prior to submitting goods for repair.

Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.

Limitation of Liability: Franklin Direct will not accept a returned product where in its reasonable opinion the product is not faulty, the customer has caused the product to become unacceptable or failed to take steps to prevent the product from becoming unacceptable or where the product has been damaged by abnormal use or use not in accordance with manufacturer’s instructions. Franklin Direct reserves the right to recover its reasonable costs in relation to goods returned in these circumstances. To the extent permitted by law, under this Returns Policy Franklin Direct shall not be liable for collateral, consequential, indirect, incidental or exemplary damages, or any lost profits, loss of data or loss of use, related to the goods.

Product Returns or Warranty Claims

For product returns or warranty claims please contact our customer service team via phone on +61 (03) 6228 6130 or via email to support@franklindirect.com.au.