Refund policy

General Returns & Refunds Policy

Last updated: 7/01/2026

1. Change of Mind Returns
   We accept change-of-mind returns on eligible items within 14 days of delivery, provided the item is unused, in original packaging, and not a clearance, special-order, or customised item. Exclusions include PPE, worn workwear, bulk materials, cut-to-length materials, and oversized items. Return freight is the customer’s responsibility. A restocking fee of 10–20% may apply.
   
2. Damaged, Faulty or Incorrect Items
   If your order arrives damaged, faulty, or incorrect, we will repair, replace or refund under Australian Consumer Law (ACL). Notify us within 48 hours with photos, order number, and details. Return freight covered where required.
   
3. Warranty Claims (Tools, Machinery, Equipment)
   Most tools and equipment include manufacturer warranties. Contact us with proof of purchase for assessment, repair, or replacement. Misuse or normal wear not covered.
   
4. PPE & Safety Products
   PPE cannot be returned or exchanged unless faulty. This includes respiratory protection, masks, filters, gloves, eyewear, hearing protection, and fall-arrest gear.
   
5. Clothing & Workwear
   Returns for incorrect size accepted within 14 days if unworn, unwashed, and in original packaging. Customer pays return freight unless error was ours.
   
6. Bulk, Palletised & Heavy Construction Materials
   Cement, aggregates, plaster, adhesives, stone, pavers, reinforcing steel, and similar goods are not eligible for change-of-mind returns. Faulty or incorrect items covered under ACL.
   
7. Special Orders & Custom Products
   Non-stock, imported, or custom products are non-returnable unless faulty. Deposits become non-refundable once procurement begins.
   
8. Return Process
   Email sales@buildstock.com.au with order number, item details, and reason. We will provide instructions and applicable fees. Refunds processed 5–10 business days after inspection. 
   
9. Refund Method
   Refunds issued to original payment method. Shipping is non-refundable unless product is faulty. 
   
10. Trade & Commercial Orders
    Assessed case-by-case. Supplier restocking fees may apply. Bulk or custom procurement orders not eligible for change-of-mind returns.
    
11. Australian Consumer Law (ACL)
    This policy does not limit your rights under the ACL. You are entitled to repair, replacement, or refund for major failures.