Refund policy
Last updated: 6 October 2026
Your rights under the 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.
Major failures
A product has a major failure if you wouldn't have bought it had you known about the problem, it's significantly different from its description or sample, it's substantially unfit for its normal purpose and can't easily be fixed, or it's unsafe. You can choose a refund or a replacement, and you may also be entitled to compensation for any reasonably foreseeable loss or damage.
Minor failures
If a product has a minor failure, we may choose to repair or replace it. If we can't fix the problem within a reasonable time, you can choose a refund or a replacement.
Changed your mind? 14-day returns
We don't have to accept change-of-mind returns under the Australian Consumer Law, but we may accept them at our discretion if:
- you request the return within 14 days of purchase
- you provide proof of purchase
- the goods are unused, uninstalled, in their original packaging and in resalable condition
Freight costs aren't refunded, and restocking fees may apply.
These items can't be returned for change of mind: special-order or custom products; sale, clearance or discontinued items; cut-to-size materials; hazardous or regulated goods; installed or used products; and gift cards. This doesn't affect your rights if an item is faulty.
How to start a return
Contact us before sending anything back: email admin@trade-plus.com.au or call +61 456 365 299 with your proof of purchase and details of the issue, including photos where relevant. We'll send you return instructions. Goods returned without our approval can't be accepted, and we may inspect returned goods to assess them.
Damaged in delivery or wrong item
Please check your order when it arrives and tell us within 48 hours of delivery, with photos and your order details, so we can sort it out with the carrier quickly. We'll arrange a replacement or refund as required under the Australian Consumer Law. Telling us later doesn't remove your rights under the Australian Consumer Law.
Installation and product selection
We supply building and trade materials. You're responsible for making sure products suit your intended use, are installed correctly, and comply with Australian Standards and building regulations. We don't refund products that were installed incorrectly, misused or selected incorrectly, unless the Australian Consumer Law requires us to.
Exchanges
The quickest way to swap an item is to return it and, once the return is accepted, place a new order for the item you want.
Refunds
Once we've received and inspected your return, we'll let you know whether it's approved. Approved refunds go back to your original payment method where possible, within 10 business days. Your bank or card provider may take a little longer to show it. If it's been more than 15 business days since we approved your return, contact us at admin@trade-plus.com.au.
Business and trade customers
Some consumer guarantees may not apply to goods bought for business use if they aren't of a kind ordinarily bought for personal, domestic or household use. We always comply with applicable Australian law.