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Returns and Refund Policy

Last updated: April 2026

Barrier Hub (a trading name of ECO Systems Holdings Pty Ltd, ABN 24 697 054 327) is committed to meeting our obligations under the Australian Consumer Law (ACL).

Your Consumer Rights

Under the ACL, you are entitled to a replacement or refund for a product with a major failure, and to have the product repaired or replaced if the failure does not amount to a major failure. A major failure means:

  • The product is substantially unfit for its normal purpose and cannot easily be made fit
  • The product is unsafe
  • The product is significantly different from the description, sample, or demonstration model
  • A reasonable consumer would not have purchased the product had they known about the problem

Products Eligible for Return

  • Products with manufacturing defects
  • Products damaged during shipping
  • Products that do not match their description
  • Products that are not fit for their stated purpose

Products Not Eligible for Return

  • Custom-cut glass panels ordered to specific dimensions (unless defective)
  • Products damaged through misuse, improper installation, or failure to follow instructions
  • Products where the issue is due to normal wear and tear
  • Change of mind (not required under ACL for online purchases, but we may consider on a case-by-case basis)

Drop Ship Returns Process

As all products are drop-shipped directly from our supplier, the return process involves:

  1. Contact us at hello@barrierhub.com.au with your order reference, product details, and reason for return
  2. Include photographs of any damage or defects
  3. We will assess your claim and respond within 2 business days
  4. If approved, we will arrange collection or provide a return shipping address
  5. Refund or replacement will be processed within 5 business days of receiving the returned product

Timeframes

  • Report damaged or defective products within 7 days of delivery
  • Warranty claims can be made within the warranty period of each product
  • ACL rights apply regardless of warranty period

Refunds

Approved refunds will be processed to your original payment method via Stripe. Refunds typically appear within 5-10 business days depending on your bank.

Contact

Email: hello@barrierhub.com.au
ECO Systems Holdings Pty Ltd
ABN 24 697 054 327