Return & Refund Policy (Australia)

1) Change of Mind

We do not offer refunds or exchanges for change of mind, incorrect choice, finding a cheaper price elsewhere, ordering the wrong quantity, or financial reasons, except for a discretionary return approved under section 5. This does not limit your rights under Australian Consumer Law.

2) Your Rights Under Australian Consumer Law (ACL)

Nothing in this policy limits your rights under the ACL. If a product does not meet a consumer guarantee, we will provide the remedy required by law.

For a major failure, you can choose a refund or replacement. You may also be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide a free repair within a reasonable time. If we cannot fix it within a reasonable time, you are entitled to alternative remedies under the ACL.

These rights are separate from any product warranty and can continue after a warranty expires. They apply to faulty or misdescribed goods, including sale, clearance, custom-made, special-order and used items where consumer guarantees apply. Fault claims are not restricted to the discretionary return period in section 5, and original packaging is not required.

3) Damage in Transit

If goods arrive damaged or your delivery is missing, contact us promptly so we can investigate and arrange the appropriate remedy. Please provide your order details and, where possible, photos of the goods and packaging.

Reporting visible damage within 48 hours helps us deal with the carrier, but this is not a deadline for exercising your ACL rights. Your rights for faulty goods or goods damaged before delivery do not depend on purchasing shipping insurance or premium freight protection.

4) Items Not Eligible for Discretionary Change-of-Mind Returns

• Custom-made, cut-to-length, fabricated or special-order items
• Clearance or discounted products
• Goods showing signs of installation, use, or damage after delivery

These exclusions apply only to discretionary non-fault returns. They do not exclude any remedy you are entitled to under the ACL.

5) Discretionary Returns (Non-ACL)

At our discretion, we may allow a non-fault return within 10 days of delivery if:

• The item is unused, in saleable condition, with original packaging
• You contact us first for written approval and return instructions
• You cover the return freight and risk in transit
• A restocking fee of up to 15% may apply

Approved discretionary non-fault returns are issued as store credit only. Store credit does not expire and will be issued after the returned item is received and inspected. Written approval is required for these discretionary returns. These conditions do not apply to your ACL remedies.

6) Faulty-Product Support and How to Start a Return

Contact Outback Fencing & Steel Supplies at support@outbackfencingsupplies.com.au or call 0421 572 245. Include your order number or other proof of purchase, a description of the problem and, if possible, photos or a short video.

For faulty-product returns, we arrange return freight at Outback’s cost. Our business, dispatch and returns address is 76 Astill Drive, Orange NSW 2800, Australia. Contact us to organise the return before sending goods. Where repair is the appropriate remedy, we repair the product promptly and send it back at our cost. Repairs will be completed within a reasonable time, and we will keep you informed. Your right to a refund or replacement for a major failure remains unchanged.

If you have already paid reasonable return costs for a product confirmed to be faulty, keep your receipts so we can reimburse you. Please contact us before sending a product so we can organise the return; an administrative return authorisation is not a condition that removes your ACL rights.

7) Volume & Wholesale Pricing

Wholesale or volume pricing applies only when the minimum order quantity is met in one transaction. We do not retroactively apply wholesale discounts or issue refunds for prior purchases. This does not affect refunds or other remedies required under the ACL.

8) Refunds Where Required

Where you are entitled to a refund under the ACL, it will be provided through the original payment method unless you agree otherwise. Store credit is not a substitute for an ACL refund unless you choose to accept it. The store-credit conditions in section 5 apply only to approved discretionary non-fault returns.

9) Packaging and Return Arrangements

Please package returned products securely. Original packaging is not required for faulty-product claims. Follow the return instructions we provide so we can organise the appropriate freight arrangements. Nothing in this section limits your ACL rights.