Refund policy
- Faulty, damaged or wrong — we fix it and pay the freight both ways
- Changed your mind — 30 days, unused and unopened, you pay the return postage
- Email us before sending anything back
- Nothing here takes away your rights under the Australian Consumer Law
Faulty, wrong, or not as described
Email us with your order number and a photo. We arrange and pay for the return, then replace or refund. For a major failure you choose refund or replacement, and you can claim compensation for any other reasonably foreseeable loss. For a minor problem we'll repair or replace it. More about your rights at consumerlaw.gov.au.
Changed your mind
Before it ships, email us and we'll usually cancel and refund in full. After it ships, within 30 days of delivery, provided the goods are unused, in the original unopened pack, in resaleable condition, the full quantity, and you have your order number. You pay the return postage. We refund the goods within about 3 business days of them reaching us.
Opened or used packs
Fasteners can't be resold once a pack is opened and parts are used. If you open a pack and use any of it, we take that as accepting the item as supplied. Check the pack against your order before you start the job.
Pack quantities
Packs are filled by weight, as they are across the fastener trade, with a tolerance of plus or minus 2%. If a pack is short beyond that, tell us and we'll make it right.
A few conditions
- Email us before returning anything — parcels sent back unannounced can't be processed
- Returns over $75 should go tracked. We can't refund what doesn't reach us
- Returns over $500 need a return authorisation from us first
- Special orders, cut or modified items and bulk quantities brought in for you may not be returnable for change of mind, and may carry a restocking fee of up to 25%. That never applies to faulty or incorrect items
- We don't credit the difference if a price drops after you order
Refunds
Back to the payment method you used. Banks usually add a few business days.