Refund policy

Returns & Refunds Policy: Commercial Shelving Innovations

Last updated: 24.11.2025

At Commercial Shelving Innovations, we aim to ensure you are satisfied with your purchase. Our products are manufactured to a high standard, and we take great care in packing and dispatching your order.
This Returns & Refunds Policy outlines your rights and our obligations under Australian Consumer Law (ACL) and applies to all purchases made through our Shopify store.

1. Australian Consumer Law
Under the Australian Consumer Law, customers are entitled to a replacement or refund for a major fault, and compensation for any reasonably foreseeable loss.
You are also entitled to have faulty goods repaired or replaced if the issue does not constitute a major fault.
Nothing in this policy excludes or limits your rights under the ACL.

2. Change of Mind / Non-Faulty Returns
We understand that circumstances may change. If you wish to return an item that is not faulty, the following conditions apply:

2.1 Eligibility
•    Items must be returned within 14 days of delivery.
•    Products must be unused, unassembled, and in original condition.
•    Items must be returned in original packaging where possible.

2.2 Restocking Fee
A 50% restocking fee applies to all accepted non-faulty returns. This fee covers handling, repacking, inspection, and restocking processes.

2.3 Freight Costs
•    All freight costs are the responsibility of the customer.
•    Any freight paid on the original order will not be refunded.
•    If we arrange return freight, the cost will be deducted from your refund.
•    Additional freight charges may apply for bulky or palletised goods.

2.4 Exclusions
We are unable to accept change-of-mind returns on:
•    Custom-built, cut-to-size, or made-to-order items
•    Clearance or sale items
•    Products that have been installed, assembled, used, damaged, or altered
•    Items without original packaging

3. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please notify us within 48 hours of delivery.

3.1 What We Require
To assess and resolve the issue quickly, please provide:
•    Your order number
•    A description of the issue
•    Photos or videos showing the fault or damage
•    Packaging photos where relevant

3.2 Resolution Options
Depending on the circumstances, we may provide:
•    Replacement parts
•    A full product replacement
•    A repair
•    A refund
Freight costs for approved faulty or incorrect items will be covered by Commercial Shelving Innovations.

4. Warranty Claims
Some products may be covered by a manufacturer warranty.
Warranty periods and coverage vary depending on the product.
Claims must comply with the manufacturer’s requirements, which may include inspection, photos, or return of the faulty item.

4.1 Return Process
To request a return (faulty or non-faulty), please follow these steps:
1.    Contact us at sales@shelvinginnovations.com.au with your order number.
2.    Wait for written approval before returning any items.
3.    Once approved, package the item securely.
4.    Ship the item using your chosen carrier or request that we arrange freight.
5.    Once inspected and confirmed, your refund (if applicable) will be issued.
Refunds are processed to the original payment method only.

6. Refund Processing Times
Refunds are typically processed within 7–10 business days after the returned item has been received and inspected.
Processing times may vary depending on:
•    Freight carrier delays
•    Inspection requirements
•    Manufacturer involvement (for warranty claims)

7. Contact Us
For returns, warranty claims, or refund enquiries, please contact:
Commercial Shelving Innovations
Email: sales@shelvinginnovations.com.au
Website: www.shelvinginnovations.com.au
Location: Brisbane, Queensland, Australia