Refund policy

30-Day Easy Returns

At XO Designer Hardware, we’re proud of the quality, finish and detail that goes into our hardware.

We want you to feel confident ordering from us, so if you change your mind, we offer a 30-day return period on eligible products.

Change of Mind Returns

Changed your mind? No problem.

Eligible products may be returned within 30 days of delivery, provided they are:

  • Unused and uninstalled

  • In new and resalable condition

  • Free from scratches, marks, damage or signs of handling

  • Returned with all components, accessories, fixings and instructions originally supplied

  • Returned in their original packaging wherever possible

  • Accompanied by proof of purchase

Please contact XO Designer Hardware before returning an item so we can provide you with return instructions.

Refund or Store Credit

For approved change-of-mind returns, you can choose between:

Store Credit
Receive the full eligible value of the returned product as an XO Designer Hardware store credit.

Refund
Receive a refund to your original payment method, less a 10% restocking fee.

Original shipping and delivery charges are not refundable for change-of-mind returns.

Return freight is the responsibility of the customer.

Pack It With Care

Our hardware includes precision-machined components and premium decorative finishes, so care needs to be taken when returning your order.

Products should be individually protected using their original wrapping, foam or another soft protective material. Loose components should be separated to prevent metal-on-metal contact, scratching or marking during transit.

The product should then be securely packed inside a suitable carton with enough protective material to prevent movement during transport.

We strongly recommend using a tracked shipping service and packaging the return appropriately for courier handling.

XO Designer Hardware cannot accept responsibility for change-of-mind returns that are lost or damaged while being returned to us.

Products That Cannot Be Returned for Change of Mind

Unless otherwise stated, most standard XO Designer Hardware products are eligible for our 30-day change-of-mind policy.

However, we may not accept change-of-mind returns for:

  • Special-order or custom products

  • Products manufactured, altered or finished specifically for your order

  • Clearance or final-sale products where clearly stated

  • Products sold under specially negotiated or project-specific pricing where returns have been excluded

  • Products that have been installed, fitted, drilled, modified or damaged

  • Products with damaged or missing packaging where the item can no longer reasonably be resold as new

  • Products missing components, fixings or accessories

Any exclusions will be identified where applicable at the time of purchase.

Check Your Order Before Installation

We recommend checking all products carefully before installation.

Please confirm that the product, quantity, finish and components are correct before any installation work begins.

If you believe you have received an incorrect, damaged or faulty product, please contact us before installing it so we can help resolve the issue as quickly as possible.

Faulty, Damaged or Incorrect Products

Quality matters to us. If something isn’t right with your order, we want to know about it.

If you receive a product that is faulty, damaged, incorrect or does not match what you ordered, please contact XO Designer Hardware with:

  • Your order number or proof of purchase

  • A description of the issue

  • Clear photographs of the product and, where relevant, its packaging

We will assess the issue and work with you to determine the appropriate solution.

Change-of-mind return conditions, including the 30-day period and restocking fee, do not limit any rights you may have under the Australian Consumer Law.

Warranty & Australian Consumer Law

XO Designer Hardware products are supplied with the protections available under the Australian Consumer Law.

Depending on the circumstances, where a product fails to meet an applicable consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy.

Any XO product warranty is provided in addition to, and does not exclude, restrict or replace, rights and remedies available under the Australian Consumer Law.

Damage caused by incorrect installation, misuse, modification, improper maintenance, harsh chemicals, inappropriate cleaning products or use outside the product's intended application may not be considered a product defect.

Where a product-specific warranty applies, the applicable warranty period and conditions will be outlined in the relevant product information or XO Designer Hardware Warranty Policy.

How to Start a Return

To request a return, please contact us within 30 days of receiving your order.

Include your:

  • Name

  • Order number

  • Product/s being returned

  • Reason for the return

Our team will confirm whether the product is eligible and provide the return instructions.

Please do not send products back without contacting us first.

Questions?

We’re here to help.

If you’re unsure about a product, finish, application or compatibility before ordering, get in touch with the XO Designer Hardware team. We’d much rather help you choose the right hardware from the beginning.

XO Designer Hardware
Designer hardware. Made to stand out.