Returns Policy

Effective Date: 01/04/2026

Returns Policy

At Retail Fixtures Australia, most of our products are custom manufactured to client specifications. As such, these items are not eligible for return or refund unless required by law. This policy sets out our approach to returns in line with the Australian Consumer Law (ACL).

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the ACL. 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes, restricts, or modifies your rights under the ACL.

Custom-Manufactured & Made-to-Order Products

As our fixtures and fittings are predominantly custom-made or project-specific, these products cannot be returned for change of mind, incorrect choice, or ordering errors.

Once a production order has commenced, it cannot be cancelled without incurring full charges.

Standard Stock Items

Limited stock items (e.g., commonly held accessories or components) may be eligible for return within thirty (30) days of delivery, provided they are:

• In original, unused condition
• In original packaging
• Accompanied by prior written approval from Retail Fixtures Australia

Approved returns may be subject to an administration/re-stocking fee of 15%. A quote will be provided before the acceptance of a return.

Original delivery charges, restocking fees, and any card surcharges are non-refundable.

Return Authorisation & Costs

A written request must be submitted before any goods are returned. Returns sent without prior approval will not be accepted.

All freight costs relating to returns are the responsibility of the buyer, except in cases where goods are faulty or defective under the ACL.

Damaged or Lost Goods in Transit

• All claims for loss or damage in transit must be notified in writing within 30 days of the invoice date
• Customers are encouraged to inspect goods immediately on delivery and retain original packaging where relevant