Refund policy
Refund & Returns Policy
At Sterling Supplies, we are committed to supplying quality products and providing excellent customer service. If you experience a problem with your order, we will work with you to resolve it promptly.
Change of Mind Returns
We accept returns for standard stocked products within 30 days of delivery, provided that:
- The product is unused, uninstalled and in its original condition.
- The product is returned in its original packaging where possible.
- Proof of purchase is provided.
Customers are responsible for the cost of returning products for change of mind unless otherwise agreed.
Once the returned goods have been inspected and approved, a refund will be processed to the original payment method. Original freight charges are not refundable.
Non-Returnable Items
The following products cannot be returned for change of mind:
- Products cut to a customer's specified length.
- Custom-manufactured or made-to-order products.
- Products specially ordered from a supplier at the customer's request.
- Products that have been installed, used or altered.
- Clearance or end-of-line items (unless faulty).
These items are manufactured or supplied specifically to customer requirements and cannot be resold.
Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged during transit, or incorrect, please notify us within 7 days of delivery.
Please provide:
- Your order number.
- A description of the issue.
- Photographs of the product and packaging where applicable.
Once the issue has been assessed, we will, in accordance with Australian Consumer Law:
- Repair the product where appropriate.
- Replace the product.
- Provide a full refund if applicable.
Where the product is confirmed to be faulty, damaged or incorrectly supplied, National Safety Products will cover reasonable return freight costs.
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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes or limits your rights under the Australian Consumer Law.
Refund Processing
Approved refunds will be processed to the original payment method within 5–10 business days after the returned goods have been received and inspected. Processing times may vary depending on your financial institution.
How to Request a Return
To request a return, please contact us before returning any goods.
Sterling Supplies
Email: sales@sterlingsupplies.com.au
Phone: 1800 621 103
Website: www.sterlingsupplies.com.au
Please include your order number, details of the product, and the reason for the return so we can assist you as quickly as possible.