Key Supplies Australia Returns Policy
At Key Supplies Australia, we stand by the quality of our products and are committed to ensuring your satisfaction. Our returns policy is designed to align with Australian Consumer Law (ACL) while providing a straightforward process for our customers.
Australian Consumer Law Guarantees
Under the ACL, you are entitled to a replacement, refund, or repair if a product:
- Has a major fault (e.g., unsafe, significantly different from description, or unfit for purpose).
- Fails to meet a consumer guarantee (e.g., not of acceptable quality).
For eligible issues, you are not limited to a 30-day return window—your rights under the ACL apply for a reasonable period depending on the nature of the product.
30-Day Change of Mind Policy
We accept returns for non-faulty items within 30 days of purchase, provided:
- The product is unused, in its original condition, and in resalable packaging.
- Proof of purchase (e.g., invoice or order confirmation) is provided.
- The item is not excluded (see “Exclusions” below).
For change of mind returns:
- Refunds will be issued to the original payment method or as store credit, at our discretion.
- Return shipping costs are the responsibility of the customer.
- A restocking fee may apply for specialized or bulky items (we’ll notify you in advance).
How to Initiate a Return
- Contact Us: Reach our team within 30 days of delivery at sales@keysupplies.com.au or via our website’s contact form. Provide your order number and reason for return.
- Approval: We’ll review your request and provide return instructions if eligible.
- Return Shipment: Send the item to our Melbourne warehouse (address provided upon approval).
Refund Processing
- Refunds are processed within 5–14 business days after we receive and inspect the item.
- For ACL-related claims, refunds or replacements will be handled promptly and without undue delay.
Exclusions
The following items are not eligible for change of mind returns:
- Custom-made or personalized products.
- Products altered, used, or damaged after delivery.
- Safety equipment, hygiene-sensitive items, or consumables (if opened).
Need Help?
Contact our customer service team:
📧 sales@keysupplies.com.au
