Returns and refunds policy

This policy explains what happens if something is wrong with your order, or if you change your mind. All returns are arranged through Jobsite Direct. Please don't contact the depot or manufacturer directly.

1. Faulty, damaged or incorrect goods

• If goods arrive damaged, or we supply the wrong product or quantity, tell us within 7 days of delivery, with photos.
• We'll replace the goods or refund you, at no cost to you. No restocking or admin fees apply.
• For faults that appear later, see our Warranty policy.
• Your rights under the Australian Consumer Law always apply, and nothing in this policy limits them.

2. Cancelling before dispatch

You can cancel free of charge up to 48 hours before dispatch. After that, costs already incurred may apply, and made-to-order products can't be cancelled once production has started. See our Shipping policy.

3. Change of mind returns

We're not required to accept change-of-mind returns, but we'll try to help where we can. Our products come from a number of depots and manufacturers, and their return rules differ:

• Some accept change-of-mind returns with a restocking fee of 20% of the price of the returned goods.
• Some accept them only at their discretion, with a restocking fee of up to 40%, plus the cost of the return.
• Some don't accept change-of-mind returns of concrete sleepers, but will accept steel.
• Some allow you to exchange goods for a different product without a restocking fee.

When you ask to return goods, we'll tell you which rules apply to your order, and exactly what the return will cost, before you send anything back.

Conditions

• Ask within 10 business days of delivery.
• Goods must be unused, in the same condition as when they were delivered, and in resaleable condition.
• Each change-of-mind return attracts a Jobsite Direct admin fee of $150, as well as any restocking fee.
• The original delivery charge isn't refunded.

Getting the goods back

• You can drop the goods off at the depot we nominate, or we can arrange collection for a charge, which we'll quote before you agree.
• Goods are your responsibility until they're received at the depot. Secure them properly, and insure them if you need to.
• The depot inspects the goods when they arrive. If they're not in resaleable condition, we may decline the return or reduce the refund.

4. Goods we can't accept back

• Goods that have been cut, drilled, altered or installed
• Made-to-order or specially ordered products
• Goods that have been used, or aren't in resaleable condition
• Goods damaged after delivery, for example by weather or construction work on site

This doesn't affect your rights for faulty goods.

5. Refunds

• Once the depot accepts the return, we'll refund you to your original payment method within 5 business days.
• Change-of-mind refunds are made after deducting any restocking fee, the $150 admin fee and any collection charge.
• Fees won't exceed the value of the goods returned.
• Your bank may take a few more days to show the refund.

6. How to request a return

Email sales@jobsitedirect.com.au with:

• your order number
• the products and quantities you want to return
• the reason for the return
• photos of the goods.

We'll reply with what applies to your order and the next steps.

Need help?

Call 1300 211 390, text 0420 120 105 or email sales@jobsitedirect.com.au, 7am to 6pm.