Return & Refund policy

Returns Policy 

Abrasives Online complies with the Australian Consumer Law (ACL), which provides guarantees that cannot be excluded. Customers are entitled to a remedy if goods are faulty, not as described, or do not meet acceptable quality standards. 

We will accept returns in the following circumstances: 

  • The product is faulty or defective  
  • The product is significantly different from its description  
  • The product is not of acceptable quality under the Australian Consumer Law  

In these cases, customers are entitled to a replacement, repair, or refund depending on the nature of the issue. 

Change of Mind Returns 

We may, at our discretion, accept returns for a change of mind. However, this is not required under Australian Consumer Law. Where approved: 

  • Items must be unused, unopened, and in original packaging  
  • Return requests must be made within a reasonable timeframe from delivery  
  • Return shipping costs may be the responsibility of the customer  
  • A restocking fee may apply, depending on the product type  

Certain items may not be eligible for change-of-mind returns, including custom orders, special-order items, or products that have been used. 

Refund Policy 

Refunds will be processed where a product is deemed faulty, not fit for purpose, or otherwise not compliant with Australian Consumer Law guarantees. 

Approved refunds will be issued using the original payment method where possible. Processing times may vary depending on your financial institution. 

Refunds will not be issued for: 

  • Damage caused by misuse, incorrect application, or improper handling  
  • Products that have been used or altered (unless required under ACL assessment)  
  • Change of mind returns that are not approved  

Where a return is approved, inspection may be required before a refund, replacement, or credit is issued. 

How to Request a Return 

To initiate a return, please contact our customer service team with: 

  • Order number  
  • Product details  
  • Description of the issue  
  • Supporting images (if applicable)  

Our team will assess your request and provide instructions on the return process. 

Your Rights Under 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 goods repaired or replaced if they fail to be of acceptable quality, and the failure does not amount to a major failure.