Shipping and Returns Policy

Shipping Information

The Southern Star Group is committed to delivering high-quality hardware and components for doors and windows directly to your doorstep. Please read our shipping policy to understand how we handle orders and deliveries.

 

Order Processing Time

  • Orders are typically processed within 1-2 business days of receipt.

 

Shipping Methods

  • We offer multiple shipping options to best suit your needs:
    • Standard Shipping: Typically arrives within 3-5 business days.
    • Express Shipping: Delivered within 1-2 business days.
    • International Shipping: We do not offer international shipping options

 

Shipping Costs

  • Shipping costs are calculated based on your location, as well as your order’s weight, size, and your chosen shipping method. Shipping costs will be displayed during the checkout process.

 

Order Tracking

  • Once your order has shipped, you will receive a tracking number via email, allowing you to monitor the status and delivery date of your package.

 

Returns and Refunds

  • We understand that there may be instances where you need to return a product. Our returns policy is designed to make the process as simple and convenient as possible.

 

Eligibility for Returns

  • To be eligible for a return, your item must be unused and in the same condition as when you received it.

 

Initiating a Return

  • To initiate a return, please follow these steps:
    1. Contact our customer support team at 1300 733 599 or at info@windowsanddoors.build to request a return authorization (RA) number.
    1. Package your item securely and include the RA number on the return label.
    1. Ship the item to the address provided by our customer support team.

 

Confirmation of Return Request

  • Upon contacting our customer support team to request a return, you will receive an email confirming your request, along with a return authorization (RA) number. Please refer to this email for further instructions on how to complete your return.

 

Refunds

  • Once we receive your returned item and inspect it, we will notify you of the status of your refund. If your return is approved, your refund will be processed, and a credit will be applied to your original payment method. Please allow a few business days for the refund to appear in your account.

 

Return Shipping Costs

  • The customer is responsible for return shipping costs unless the return is a result of our error, such as receiving a damaged or incorrect item.

 

Exchanges

  • We do not offer direct exchanges. If you need a different item, you can return the unwanted product and place a new order for the replacement.

 

Damaged or Defective Items

  • If you receive a damaged or defective item, please contact our customer support team within 7 days of receiving the product. We will arrange for the return of the item and its replacement or refund.

 

Non-Returnable Items

  • Some items are non-returnable, including items that have been custom-made or personalized. We will clearly specify if a product falls into this category.

 

Questions or Concerns

If you have any questions, or concerns, or require assistance with your order, please do not hesitate to reach out to our customer support team at [insert contact details]. We are here to help and ensure that your shopping experience with The Southern Star Group is a positive one.