Refund policy
Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and resolve it promptly.
All damages or defects must be reported within 24 hours of delivery to ensure we can verify the condition with couriers and suppliers.
Please allow 3–4 business days for our team to assess your claim and provide a resolution.
If a damage claim remains inactive (no response or communication) for more than 14 days, it will be considered closed and void.
Exceptions / non-returnable items
Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), custom or made-to-order products (such as personalised items), and personal care goods (such as beauty or hygiene products). We also do not accept returns for hazardous materials, flammable liquids, or gases. If you’re unsure whether your item is eligible, please contact us prior to purchase.
Please note that items cannot be returned solely on the basis of their country of origin or dispatch location (for example, China). We work with both local and international suppliers, including 3PL partners, to provide a balance of quality, availability, and competitive pricing for our customers.
We also do not accept returns on special sale items or gift cards / store credits.
Returns & Refunds Policy (General Points)
As a small business, we offer returns or refunds in specific circumstances — namely, if your order has not yet shipped from our 3PL / supplier's facility, or if it arrives significantly damaged due to a courier or supplier error. Damage caused by the customer is not eligible for refund. We also allow standard returns but we require a reason to be provided via email before we proceed with the return. A refund will only be issued once the product is returned to us in these circumstances.
Return Timeframes
Returns can be requested within 30 days from the date your order is placed. This period includes shipping time and is calculated from the order date, not the delivery date.
Refunds for unreasonable shipping delays are only available if the order has not been delivered within 20 working days of the order date. This does not apply to delays caused by customs processing, as this is outside of our control.
In cases of excessive delays, returns may be offered once the item has been delivered.
All damages must be reported within 24 hours of delivery to qualify for review. Requests made after this period will not be eligible for return or refund as we cannot verify which party has caused the damage.
If an item you receive is significantly different from what was shown or described on the product page (for example, an incorrect colour, design, or style), you must contact our support team within 14 business days of delivery to be eligible for a return or refund.
Requests of this nature must be reported within a maximum of 14 days from the delivery date. After this period, the order will be considered accepted and final, and no return or refund will be offered.
Return Shipping Costs
Return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or significantly not as described.
This includes returns relating to change of mind, incorrect sizing (where measurements match those listed on our website), ordering the wrong item, delivery timeframe concerns within our stated window, suitability or preference for a specific application not raised prior to purchase, or any other non fault related reasons.
In cases where a return is approved due to a verified fault, damage, or major discrepancy from the product description, we will cover reasonable return shipping costs.
All return requests must be approved prior to sending the item back. Returns sent without prior approval may not be accepted.
Change of Mind & Order Cancellations
Change-of-mind requests are not accepted once an order has been shipped. This includes, but is not limited to, incorrect sizing (where the product matches the measurements listed on our website), personal preference, ordering the wrong item, or deciding the product is no longer required. It also includes concerns relating to selected shipping methods, delivery timeframes, or the origin of dispatch, as these are clearly outlined under our policies and website, checkout, and in your order confirmation.
If you wish to return an item after delivery, you may request a return in accordance with our returns policy.
If you wish to cancel an order, please contact us on the same day it is placed. This gives us the best chance to cancel it before processing or shipment. Once an order has been dispatched, cancellations and refunds are no longer possible (except in cases of delayed delivery — see our Shipping Policy for details).
Delivery Issues & Incorrect Information
If items are not able to be delivered due to the customer inputting an incorrect / fake address details, no refund will be eligible for your order.
Refunds for unreasonable shipping delays are only available if the order has not been delivered within 20 working days of the order date. This does not apply to delays caused by customs processing, as this is outside of our control.
In cases of excessive delays, returns may be offered once the item has been delivered.
Product Condition & Quality Assessment
Return requests relating to product quality or condition must include clear photographic evidence. Our Customer Support and Quality Assurance teams will assess the evidence and determine whether the product meets our standards. Each case is reviewed individually and outcomes are based on the findings of this assessment.
Please note that some orders may be fulfilled directly by our suppliers. In such cases, product quality control may be outside our direct oversight, and certain returns may be approved at our discretion, usually due to this.
SiteGear Australia strives to resolve all quality-related concerns fairly and will make every reasonable effort to amend any verified issues promptly.
Please note that minor variations such as slight differences in colour tone, texture, or finish do not qualify as “not as described.”
Return Process
If a return is approved, customers will receive clear instructions on how to proceed. Failure to follow return instructions correctly will void refund eligibility. Once a return is confirmed, please allow 2–4 business days for our team to process it.
Customer Conduct
Customers are expected to communicate respectfully with our support team throughout the process. Any behaviour deemed threatening, abusive, or unfair towards our staff may result in restricted communication or suspension of support services. SiteGear Australia maintains a zero-tolerance policy toward harassment or verbal abuse directed at its employees.
This policy operates in accordance with Australian Consumer Law. Your statutory rights remain unaffected, and any valid refund or return claim will be assessed under those obligations.