Refund policy

Returns & Refunds Policy

At Industrial Source, we are committed to providing a fair and transparent returns process. Please read the following policy carefully to understand your rights and responsibilities when returning goods.

Returns for Faulty or Defective Products

If you receive an item that is faulty, damaged, or incorrect, you are entitled to return it within 30 days of delivery for a full refund or replacement.

Conditions of return:

  • The product must be unused and in its original packaging.

  • We will cover the cost of return shipping where the product is faulty or supplied incorrectly.

Specially Ordered or Custom Products

Products that are specially ordered, custom-made, or sourced on request are non-returnable and non-refundable, unless they are found to be faulty or not as described.

Change of Mind Returns

If you change your mind or no longer require an item:

  • Returns will be accepted within 30 days of delivery.

  • Items must be unused and in original packaging.

  • A 30% restocking fee will apply.

  • Return shipping is at the customer’s expense.

How to Arrange a Return

To initiate a return:

  1. Contact our customer service team via (07) 3889 9525 or sales@industrialsource.com.au.

  2. You will be issued a Return Authorisation (RMA) number and return address within two business days.

  3. Once the goods are shipped, please send us the tracking number to assist with prompt processing.

Refunds

  • If the order is cancelled before shipment, a full refund will be provided.

  • If the goods have already shipped, we will refund the product value (including GST) once the goods are returned. Shipping charges will not be refunded unless the return is due to a fault or error on our part.

  • Refunds will be made to your original payment method (e.g. credit card, PayPal). If you paid by bank transfer, please provide your bank details.

  • Refunds are typically processed within 48 to 72 hours after cancellation or confirmation of return.

Exclusions

The following items cannot be returned:

  • Custom-made or specially sourced products

  • Used or damaged goods (unless faulty upon delivery)

  • Items without original packaging

  • Products clearly identified as non-returnable at the time of purchase

Customer Support

If you have any questions or need help with the returns process, our customer service team is available from Monday to Friday, 8:00 am to 4:00 pm AEST.

Phone: (07) 3889 9525
Email: sales@industrialsource.com.au