Refund policy

Refund Policy

Start a Return or Exchange

Need to return or exchange an item?

Our online returns portal is the quickest way to submit a return or exchange request. You will need your order details to get started.

Please review the policy below before submitting your request, as some products are not eligible for change-of-mind returns.

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 have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible so we can resolve the issue quickly.

Contact us:
Email: sales@arbsupplies.com.au
Phone: +61 07 3399 5865

Please include:

Your order number
A description of the issue
Clear photos of the item and packaging

We will assess the issue and provide a resolution in accordance with Australian Consumer Law. This may include a repair, replacement or refund depending on the nature of the issue.

Where an item is confirmed to be faulty, damaged or incorrect, ArbSupplies will cover the cost of return shipping or arrange collection where required.

Change-of-Mind Returns

We accept change-of-mind returns on eligible items within 14 days of delivery.

To be eligible for a return:

Items must be unused and in original condition
Items must be in original packaging
Items must not have been used, installed or altered
Items must be in resellable condition

To request a change-of-mind return or exchange, please submit your request through our online returns portal.

All returns must be approved before items are sent back to ArbSupplies.

Exclusions

For safety and compliance reasons, we do not accept change-of-mind returns on safety-critical equipment, including but not limited to:

Harnesses
Ropes
Personal protective equipment (PPE)

This ensures all safety equipment remains compliant, traceable and fit for purpose.

We also do not accept change-of-mind returns on:

Special-order items
Spare parts

This helps maintain product integrity, correct product selection and supplier ordering requirements.

Return shipping costs for change-of-mind returns are the responsibility of the customer.

Approved returns may be eligible for a refund, store credit or exchange once received and inspected.

This does not affect your rights under Australian Consumer Law. If a product is faulty or not as described, you are entitled to a remedy.

Refunds

Approved refunds will be issued to the original payment method where possible
In some cases, store credit or exchange may be offered
Shipping costs are non-refundable for change-of-mind returns
Refunds are processed after the returned item has been received and inspected

Proof of Purchase

Proof of purchase is required for all returns. This may include your order confirmation email or receipt.

Return Address

Please do not send an item back until your return has been approved.

ArbSupplies
Unit 5/70 Fison Ave W
Eagle Farm QLD 4009