Hassle-Free Returns & Refunds

We want you to be completely satisfied with your purchase at The Waterproof Supplier. That’s why we offer returns and refunds under the following conditions:

What can be returned?

• Defective or Compromised Products: Did you receive a damaged or faulty product? We’ll gladly replace it free of charge, as long as you followed the manufacturer’s instructions (included in the data sheets).
• Excess Products: Ordered more than you need? No problem! You can return excess products for a full refund, following our return policy below.

Change of Mind

We understand that choosing the right product is important. To ensure a smooth shopping experience, we kindly ask that you select carefully. Due to the nature of our products, we cannot accept returns for change of mind.

For help selecting the perfect product, review the product data sheet (PDS) or contact our expert team for personalized advice. We’re happy to assist you!

Can I exchange a product?

We do offer a swap-replacement option for products that aren’t suitable for your project. However, a 10% admin fee and delivery charges apply (if the order total is under $250).

Return Timeframe

• Within 7 Days: You can return eligible items within 7 days of receiving your order for a full refund, minus a 15% handling and restocking fee.
• Between 14-30 Days: Returns received between 14 and 30 days of purchase will incur a 22% handling, restocking, and admin fee.

Return Shipping Costs

• Generally, you’ll be responsible for return shipping costs unless the return is due to our error (e.g., incorrect item sent).
• An exception is made for customers in Greater Sydney who can enjoy free pick-up for returned goods.

How to Initiate a Return

1. Contact Us: Get in touch with our customer service team via email to start your return process.

2. Provide Details:

• For Excess Products: Let us know the product you want to return and confirm it’s unopened and in its original packaging.
• For Defective Products: Briefly describe the issue and include photos of the faulty product.

3. Await Confirmation: We’ll review your request and send you confirmation and further instructions by email.

Return Exceptions

• Heavily Discounted Products: Please note that items included in clearance sales or heavily discounted promotions may not be eligible for returns or exchanges. This will be clearly marked on the product page.
• Promotional Offers: Products purchased as part of a promotional offer (e.g., buy 10 get 1 free) must be returned as a complete set. Individual items from these promotions may not be returned for a refund.
• Bundled Items: Free accessories or bonus items included in bundle deals are not eligible for individual returns. If you wish to return the entire bundle, our standard return policy applies.

Refund Process

• All discounts will be factored in for partial returns.
• Refunds are issued via bank transfer only (we do not store financial information) and may take up to five business days to appear in your account.
• After your return is approved:
  
  • Within 7 Days: You’ll receive a refund minus the 15% handling and restocking fee.
  • Between 14-30 Days: A 22% handling, restocking, and admin fee, plus return freight cost (if applicable) will be deducted from your refund.
  • After 30 Days: Unfortunately, we cannot accept returns after 30 days due to product shelf life.

Replacement Products

If your return is approved for a replacement due to a defective item, we’ll ship the new product within 24 hours.

Return Conditions

• Products must be returned in their original, unopened, and resaleable packaging.
• All accessories and manuals must be included.
• The return request must be initiated within the specified timeframe.

Contact Us

If you have any questions or require assistance with your return, please don’t hesitate to contact our customer service team via email. We’re here to help!

Order Cancellations

Orders cannot be cancelled once placed online, unless a written request is submitted before the order is dispatched. For immediate cancellation requests, please contact us as soon as possible. A reasonable cancellation fee may apply.

We appreciate your understanding and cooperation. Thank you for choosing The Waterproof Supplier!