We want you to feel confident shopping with Site Gear Direct. If something isn't right, we're here to help.
30-Day Return Policy
You have 30 days from the date your receive your item to request a return.
We accept returns for:
- Defective, damaged or incorrect items
- Change of mind returns (non-defective items)
We offer both exchanges and refunds for eligible returns.
Change of Mind Returns
For change of mind returns your item/s must be:
- New and in the same condition you received it in
- Unused and uninstalled
- In the original packaging with all parts included
- Accompanied by proof of purchase
Return shipping costs for change of mind returns is paid by the customer once the item has been dispatched from the suppliers warehouse.
Customers may either:
-
Arrange their own return postage, or
- Request that we arrange the return freight, with the cost deducted from the refund or invoiced to the customer.
A 5% restocking fee applies for change of mind returns.
This restocking fee covers:
- Administration and processing time
- Supplier handling and inspection costs
- Shopify transaction fees at the time of sale
- Any credit card or payment processor fees incurred for the original transaction
These fees are not refunded to us by Shopify or payment providers, even when the customer is refunded, which is why they form part of the restocking fee.
We do not accept returns for products that have been used or installed.
Please notify us within 30 days from receiving the item if you wish to request a change of mind return.
Defective, Damaged or Incorrect Items
If your item arrives defective, damaged or not as described:
- We will arrange a return shipping label or collection at our cost.
- For exchanges, we also cover the cost to ship the replacement item.
- For refunds, we refund the full purchase amount once the item has been assessed.
There is no restocking fees for defective, damaged or incorrect items.
Please notify us within 30 days from receiving the item and include photos or videos to help us resolve the issue quickly.
Where to Send Returns
Because we ship from multiple Australian supplier warehouses, the return address varies depending on the item.
When you request a return we will:
- Confirm the correct return address
- Provide step by step return instructions
- Advise on packaging and courier requirements
Do not return items without contacting us first, as they may be rejected and not processed.
Returns can be sent via post or courier or dropped off at the designated return address provided by our team.
How to Request a Return
To start a return please contact us at your preferred contact method listed below:
Email: sales@sitegeardirect.com.au
Phone: 1800 953 996
Exchanges
We accept exchanges for both defective and non-defective items.
- Defective items: We cover return freight plus replacement freight.
- Change of mind: Customer covers return freight (self-booked or arranged by us) plus replacement freight.
Non-Returnable Items
We cannot accept returns for:
- Hazardous materials
- Flammable liquids or gases
- Items marked as non-returnable on the product page
If you are unsure whether your item is eligible, please contact us before purchasing.
Refunds
Once your return is received and inspected, we will notify you your refund status.
If approved:
- Refunds are issued to your original payment method.
- Refund processing time is up to 10 business days.
- Your bank or card provider may require additional time.
Need help or Have Questions?
We're here to assist with any questions about our Returns and Refunds Policy.
Email: sales@sitegeardirect.com.au
Phone: 1800 953 996