Refunds and Returns Policy

Last updated: 1 January 2026

Tradiez Pty Ltd (ABN 47 691 271 888) (“Tradiez,” “we,” “us,” or “our“) wants you to be satisfied with your purchase. This policy explains your rights and our process for returns, refunds, and exchanges on products purchased through tradiezgoldcoast.com.au or in-store.

Nothing in this policy is intended to limit your rights under the Australian Consumer Law (ACL).

1. Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This means that if a product you purchase is:

Faulty or defective
Not fit for the purpose it was sold for
Significantly different from the sample or description provided

you are entitled to a repair, replacement, or refund, regardless of any store policy stated below.

2. Change of Mind Returns

We understand plans change. For change of mind returns (i.e. the product itself is not faulty), the following applies:

Returns must be requested within [14 / 30] days of purchase or delivery.
The item must be unused, unopened, and in original condition and packaging, with all tags, labels, and manuals intact.
Proof of purchase (invoice, receipt, or order confirmation) is required.
Custom-cut, custom-mixed, made-to-order, or special-order items (for example, cut-to-size sheeting, tinted renders, or products ordered in specifically for a job) cannot be returned for change of mind, as these are produced or sourced specifically for your order.
Clearance, sale, or “as-is” items are not eligible for change-of-mind return unless faulty.
Change-of-mind returns may incur a restocking fee of [X]%, and the customer is responsible for return freight/delivery costs.
Change-of-mind returns are provided at our discretion and are not required under the Australian Consumer Law — we offer them as a courtesy to our trade and retail customers.

3. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged in transit, or is not what you ordered, please contact us within [7] days of delivery with:

Your order number or proof of purchase.
Photos of the fault/damage and the packaging (this helps us assess whether it occurred in transit).
A brief description of the issue.

Depending on the situation, we will offer a repair, replacement, store credit, or full refund, including delivery costs where applicable. We will arrange collection of faulty or incorrect items at no cost to you, or provide instructions for return.

4. Products Not Eligible for Return

The following cannot be returned, except where required by the Australian Consumer Law (i.e. the item is faulty):

Custom-cut, custom-mixed, or made-to-order products
Products that have been opened, used, installed, or altered
Bulk or pallet orders that have left our warehouse or been delivered to site, unless faulty
Clearance or “as-is” stock
Products without proof of purchase

5. How to Request a Return or Refund

Contact us at admin@tradiez.com.au or call [INSERT PHONE NUMBER] with your order details.
Our team will assess your request and advise on next steps (return method, drop-off, or collection).
Once the item is received and inspected (for change-of-mind returns) or assessed (for faulty items), we will notify you of the outcome.
Approved refunds will be processed to your original payment method within [5–10] business days.

6. Delivery and Freight Costs

For change-of-mind returns, the customer is responsible for return delivery costs, and original delivery fees are non-refundable.
For faulty, damaged, or incorrect items, we cover all reasonable return delivery costs.

7. Trade and Bulk Orders

For trade account customers and bulk/pallet orders, please refer to your order confirmation or contact our team directly, as return conditions may vary depending on the nature and volume of the order (for example, restocking of bulk pallets may be subject to supplier terms and a restocking fee).

8. Refund Method

Refunds will be made using the same payment method used for the original purchase, unless otherwise agreed. Please allow up to [5–10] business days for the refund to appear, depending on your bank or card provider.

9. Contact Us

If you have any questions about a return, refund, or this policy, please contact us:

Tradiez Pty Ltd Address: U1/67/77 Compton Rd, Underwood QLD 4119 Email: admin@tradiez.com.au Phone: [INSERT CORRECT PHONE NUMBER]

If you’re not satisfied with how we’ve handled your return, you can contact the Queensland Office of Fair Trading or the Australian Competition and Consumer Commission (ACCC) for guidance on your consumer rights.

10. Changes to This Policy

We may update this Refunds and Returns Policy from time to time. The updated version will be posted on this page with a revised “Last updated” date.

This policy was last reviewed on 1 January 2026.