Refund policy

Effective date: 8 October 2026

This Returns and Refunds Policy explains what to do if something is wrong with your order, and when Star Safety Supplies may accept a return for other reasons. It works together with our Terms and Conditions and our Shipping, Delivery and Pickup Policy.

Consumer notice: our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this Policy limits those rights.

1. At a glance

• If an item is faulty, damaged, not as described or not what you ordered, contact us. You are entitled to an appropriate remedy under the Australian Consumer Law.
• Change-of-mind and wrong-size returns are not an automatic right. We may accept them at our discretion when the return is requested within 14 days of dispatch and the conditions in section 4 are met.
• Some items cannot be returned for change of mind, including custom or made-to-order goods, items supplied to order especially for you and hygiene-sensitive products (see section 5).
• Please do not send anything back before we have approved the return and given you return instructions.
• A return can be requested through the chat on our website, by email or by phone. Our team reviews every request.

2. Your consumer guarantees

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 to 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.

Where we supply services, they come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled to cancel your service contract with us and to a refund for the unused portion, or to compensation for its reduced value. You are also entitled to be compensated for any other reasonably foreseeable loss or damage. If the failure does not amount to a major failure, you are entitled to have problems with the service rectified in a reasonable time and, if this is not done, to cancel your contract and obtain a refund for the unused portion of the contract.

3. Faulty, damaged, incorrect or not as described

• Contact us as soon as you become aware of the problem, with your order number, a description of the issue and photos where possible. For transit damage, please also see section 11 of our Shipping, Delivery and Pickup Policy.
• Stop using the item. For safety equipment in particular, do not keep using a product you believe to be defective.
• We may need to inspect the item, or have it assessed by the manufacturer, to confirm the fault. We will tell you how to return it or whether photos are sufficient.
• Where the claim is accepted, we will provide the remedy the law requires: a repair, a replacement or a refund. For a major failure you may choose a refund or a replacement.
• Where goods are confirmed faulty, damaged in transit, incorrect or materially misdescribed, we reimburse reasonable return costs and no restocking fee applies.
• Proof of purchase is required, such as your order number, tax invoice or receipt.

4. Change of mind and wrong size

We are not required to accept a return because you changed your mind, chose the wrong size or colour, or found the item elsewhere. We understand that fit matters with workwear and protective equipment, so we may accept such a return at our discretion where all of the following apply:

• the return is requested within 14 days of the order being dispatched (or collected);
• the item is unused, unwashed and undamaged, in its original packaging with all tags, labels, inserts and instructions, and can be resold as new;
• you have proof of purchase; and
• the item is not excluded under section 5.

Where a change-of-mind or wrong-size return is accepted:

• you are responsible for the cost and risk of sending the item back to the address we give you;
• the original shipping charge is not refunded;
• a restocking or supplier return fee may apply. We will tell you the amount before you send the item back, and it will not exceed our reasonable costs; and
• we will refund the price paid for the item, less any fee advised, or provide an exchange or store credit where agreed.

We check returned items when they arrive. If an item does not meet the conditions above, we may decline the return and send the item back to you at your cost.

5. Items we do not accept for change of mind

• Custom, personalised, branded, embroidered, printed, cut-to-size or made-to-order goods, including custom signs.
• Items that are not held at our warehouse and were supplied to order especially for you, where our supply partner does not accept returns.
• Hygiene-sensitive products once opened or unsealed, such as respirators, masks and filters, hearing protection, eyewear, gloves, undergarments and similar items worn against the body.
• First aid, medical and consumable products once opened, and any product with an expiry date.
• Chemicals, hazardous goods and spill products once opened, and anything that cannot be lawfully or safely transported back.
• Height safety, fall arrest, rescue and other safety-critical equipment that has left its sealed packaging or whose storage and handling history can no longer be verified.
• Clearance, end-of-line and discounted items sold as final sale.
• Goods that have been used, installed, assembled, washed, altered or damaged after delivery.
• Services that have been performed, including testing and tagging and completed training.

These exclusions apply to change-of-mind returns only. They do not affect your rights if an item is faulty or not as described.

6. How to request a return

• Use the chat on our website (a return for a recent online order can be requested there with your order number and the email used for the order), email sales@starsafetysupplies.com.au or call 1300 078 277.
• Tell us the order number, the items, the reason and what you would like us to do. Photos help our team decide quickly.
• Our team reviews each request and replies with the outcome and, where approved, return instructions.
• Returns sent without approval may be refused or sent back at your cost.
• Pack items securely. Do not write on or apply labels directly to the product's own packaging.

7. Refunds

• Approved refunds are made to the original payment method. The time it takes for the amount to appear depends on your payment provider.
• For purchases made on a trade account, a refund is normally applied as a credit to the account.
• Where a remedy under the Australian Consumer Law is a refund, the refund is not reduced by a restocking fee.

8. Cancelling an order

• Contact us as soon as possible. An order that has not been processed or dispatched can usually be cancelled for a full refund.
• Where an item has already been ordered from a supply partner for you, or production of a custom item has started, cancellation may not be possible, or a cancellation fee may apply. Any fee reflects our reasonable costs actually incurred, such as supplier charges, materials and freight, and we will tell you the amount first.
• After dispatch, a cancellation is treated as a return under this Policy and freight costs may apply.
• If we cannot supply an item within a reasonable time, you may cancel that item for a full refund.

9. Manufacturer warranties

Many products carry a manufacturer's warranty. Any such warranty is in addition to your rights under the Australian Consumer Law. Warranty terms and periods vary by product and manufacturer. We will help you with a warranty claim; proof of purchase and a clear description of the fault are required. Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired, and refurbished parts may be used to repair the goods.

10. What is not a fault

To the extent permitted by law, the following are not treated as faults: normal wear and tear; damage caused by misuse, incorrect selection, incorrect fitting or installation, lack of maintenance, unauthorised modification or use outside the manufacturer's instructions or rated limits; a product reaching the end of its stated service life or expiry date; and protective equipment that has done its job in an incident and must be retired, such as a helmet after an impact or fall arrest equipment after a fall.

11. Business purchases

Where goods or services are not of a kind ordinarily acquired for personal, domestic or household use, and to the extent the law allows, our liability for a failure to comply with a consumer guarantee is limited to repair or replacement of the goods, supply of equivalent goods, or payment of the cost of doing so, and for services, supplying the services again or paying the cost of having them supplied again.

12. Priority

If this Policy conflicts with our Terms and Conditions, the Terms and Conditions prevail for commercial terms. This Policy does not limit rights that cannot be excluded under Australian law.

13. Contact

Star Safety Supplies Customer Service
Email: sales@starsafetysupplies.com.au
Phone: 1300 078 277
Address: Unit 2 & 3, 59 Lathams Road, Carrum Downs VIC 3201, Australia
Operator: Aydin Consulting Specialist Pty Ltd (ABN 21 638 963 112), trading as Star Safety Supplies