Returns & Refunds Policy

4.1 Contact Us First

4.2 When You Can Return

You may return Goods to CivilSafe if:

• The Goods are faulty, defective or arrived damaged;
• The Goods do not match the description on our Website;
• We sent the wrong item, size or quantity;
• The Goods fail to meet a consumer guarantee under the Australian Consumer Law; or
• You have changed your mind, subject to clause 4.5.

For change-of-mind returns, the Goods must be unused, undamaged and returned in their original packaging with all tags, labels and accessories intact.

For faulty, damaged, incorrect or non-compliant Goods, CivilSafe may request reasonable evidence of the issue, including photographs or return inspection, before processing the remedy.

4.3 Return Window

For faulty, damaged, incorrect or non-compliant Goods, returns may be requested within a reasonable time having regard to the nature of the Goods and your rights under the Australian Consumer Law.

For change-of-mind returns, returns must be initiated within thirty (30) days of delivery.

Returns addressUnit 1/72 Canterbury Rd, Bankstown NSW 2200

4.4 Faulty, Damaged or Incorrect Items

Where the return is due to a fault, defect, damage, incorrect supply or failure to meet a consumer guarantee, you are entitled to a remedy in accordance with your rights under the Australian Consumer Law. Where applicable:

• CivilSafe will cover the reasonable cost of return shipping;
• Any refund issued will include the purchase price and any original shipping charges paid by you; and
• CivilSafe may offer a repair, replacement or refund where permitted by law and consistent with your rights under the Australian Consumer Law.

Nothing in this policy limits your rights to reject Goods, obtain compensation, or access any other remedy available under the Australian Consumer Law.

4.5 Change-of-Mind Returns

Change-of-mind returns are accepted at our discretion, subject to:

• The return is initiated within thirty (30) days of delivery;
• Goods are unused, undamaged and in original sealed packaging;
• A valid proof of purchase (CivilSafe invoice or order confirmation) accompanies the return;
• A restocking fee of twenty percent (20%) of the purchase price may be deducted; and
• You are responsible for all return shipping costs.

4.6 Items We Cannot Accept Back

The following are not eligible for change-of-mind returns:

• Customised, personalised or made-to-order items (including signage, stencils, powder-coated products and bespoke fabrications);
• Goods that have been installed, modified, cut, assembled or used;
• Goods not in their original condition and packaging; and
• Hazardous materials, chemicals or items that cannot be resold for health, safety or regulatory reasons.

This exclusion does not affect your rights under the Australian Consumer Law for Goods that are faulty, defective or not fit for purpose.

4.7 Refund Calculation

For eligible returns, a full refund of the purchase price will be issued, less: (a) original shipping costs (unless the return is due to our fault or error); and (b) the restocking fee described in clause 4.5 where applicable.

4.8 Payment Plan Purchases

If you purchased through a third-party payment plan provider (Latitude, Zip, Afterpay or similar), the standard return process applies. Your personal instalment agreement with the provider remains in force and repayments continue until the refund is applied by the provider. CivilSafe is not liable for any interest, fees or charges imposed by the provider.

4.9 How to Return

To initiate a return:

1. Contact us at info@civilsafesupplies.com.au with your order number and reason for return;
2. Wait for a Return Authorisation Number (RAN) from our team;
3. Package the Goods securely in original packaging, with the RAN clearly displayed on the outer box;
4. Ship the return to the address provided at the time of authorisation; and
5. Keep your proof of postage. We are not responsible for items lost in return transit.

4.10 Processing Time

Returns are inspected and processed within seven (7) Business Days of receipt at our warehouse. Refunds are issued within fourteen (14) Business Days of the return being approved, to the original payment method. Processing times may vary depending on your financial institution.

4.11 Your Rights Under Australian Consumer Law

Nothing in this policy limits or excludes any rights available to you under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)), or equivalent consumer protection legislation. Your statutory rights are in addition to this policy.