Support
Frequently Asked Questions
General
Where can I buy?
All products can be purchased online or phone by calling 1300 296 753 to place a phone order.
Product selection
The friendly and knowledgeable team at Builders World will guide you on your product selection and answer to any enquiries you might have regarding products and installation.
Product check
Please check your product within 3 days to make sure all parts were delivered and are functioning correctly. We accept returns within 7 days from purchase date.
Product guidance and care
All products have spec sheets with product specifications and care you can download from our website www.buildersworld.com.au.
Product certification
Where required products are certified for Australian use and meet all Australian Standards, and they also carry a Watermark & WELS rating for water efficiency, and environmental sustainability.
Trade Account
Builders, designers, architects and developers can create a trade account to access special pricing options. The discount structure is measured by the volume of orders. Contact our Builder Account Sales Team on 1300 296 753.
Brands we work with
Builders World develops its own products and curate products from national and international manufacturers.
Orders & Payments
Order modification
Unfortunately, once your order has been placed, you can't modify it. You can call us on 1300 296 753 and we assist if possible. Alternatively, you can place a new order if you have forgotten to include a product.
Mistaken order
Once the order is placed and payment is processed, orders can't be modified. If you have placed an order by mistake for the wrong product, colour or size, you are welcome to return the product within 7 days from the purchase date to receive credit back and place a new order. You can call us on 1300 296 753 and we will assist if possible.
Cancel order
Unfortunately, once our order is placed it can't be cancelled. You are welcome to return the product within 7 days from purchase and claim credit back. Alternatively, you can call our team at 1300 296 753 for further assistance.
Payment methods
Builders World accept Visa, MasterCard and Amex payments.
Tax withholds
Builders World is required to automatically charge and withhold the applicable GST for orders to be delivered to addresses within Australia. Each customer shall be solely responsible for all sales taxes, or other taxes, on orders shipped to any other state or country.
Shipping & Delivery
Store pick-up
Please call 1300 296 753 to confirm your order is ready to pick-up to avoid frustration.
Dispatch
Once your order is processed we will place orders with our suppliers. Upon receiving and collating the goods in your order then we will arrange freight to you.
Overseas shipping
Unfortunately, Builders World don't send items overseas.
Shipping costs
Shipping costs may vary according to location and freight company. Your delivery fee will be displayed once you enter your order on our website.
Timeframes
Timeframes are dependent upon our supplier delivery times. Please contact us on 1300 296 753 to obtain an estimate of your delivery times.
Delivery when customer is not home
A signature will be required upon most product deliveries. If it is a local delivery in the Gold Coast and Brisbane, our driver will try and contact the customer for advice before returning the item to the warehouse. For deliveries outside Gold Coast and Brisbane, the item will be returned to nearest depot, and we will notify the customer for pick-up.
Delivery at places with stairs or lifts
All products are to be delivered to the ground floor, street level of the property.
Tracking orders
All orders can be tracked online or by contacting our team on phone: 1300 296 753 or email: orders_gc@buildersworld.com.au
Delivery issues
For any delivery issues, please contact orders_gc@buildersworld.com.au or call 1300 296 753.
Support & Warranty
Product issue
In case of any concerns, damage or missing piece, please take a photo or video showing the evidence of the issue and send it to our team at orders_gc@buildersworld.com.au Please make sure you check your product as soon as you receive it to make sure all parts were delivered and are functioning correctly.
Post-sale support
The Builders World team works closely with customers and builders to ensure everyone is happy with their products. For product enquiries, or any other concerns, please contact our team at 1300 296 753 or at orders_gc@buildersworld.com.au
Builders World's warranty
Check the specification sheet for each product for warranty details. Specification sheets can be downloaded from our website.
Supplier's warranty
Each product has its own warranty period and requirements. Please visit our website to download the product specification sheet.
Returns & Refunds
Processing
Contact us on email at: orders_gc@buildersworld.com.au or phone 1300 296 753 to obtain information on the process for returns and refunds.
Timeframe
Products can be returned within a 7-day period from the receipt date.
Clearance or Discounted Products
Builders World will not accept returns of products purchased on clearance, discounts or specials.
Conditions
The product/merchandise and packaging must be in original condition (according to Builders World quality check) to be returned. Otherwise, return will not be accepted, and credit will not be issued. For avoidance of doubt, products must not have been installed and packaging must not be damaged.
Damaged or incorrect product
Builders World will, upon your request, replace any merchandise that is received in damaged condition or as a result of a picking error. No material will be accepted, or replacement will be issued without prior approval to return such merchandise. Filing of claims will be our responsibility.
Restocking Fee
A minimum restocking fee of 20% may apply. Please note that our suppliers charge a restocking fee.
Refund
After return and refund are approved, we issue the credit to your account (if business) or credit card.
Return shipping
For unwanted products the cost of return shipping shall be the responsibility of the customer. Delivery costs are non-refundable. We recommend using postal tracking and insurance for safety.
Return location
All return must be sent or delivered to our Gold Coast warehouse: Builders World, Unit 5 / 26 Production Ave, Molendinar QLD 4214.
Locations & Hours
Gold Coast Showroom
Unit 19 / 39-47 Lawrence Drive, Nerang QLD 4211 (by appointment only).
Brisbane Showroom
Unit 5 / 338 Lytton Road, Morningside QLD 4170 (by appointment only).
Showroom visits
Showroom visits and product selection by appointment only by submitting your booking online at www.buildersworld.com.au or by calling 1300 296 753 to schedule appointment.
Bulk Warehouse
Unit 5, 26 Production Ave, Molendinar QLD 4214.
Hours: Mon-Fri from 6:30 am to 3:00 pm
