Order Cancellation Policy

Last updated: 16th June 2026

This Order Cancellation Policy applies to orders placed with The Steel Market Victoria through our website, quotation process, email, telephone or any other approved sales channel.

Because many steel and aluminium products are cut, processed, sourced or prepared specifically for each customer, cancellation rights depend on the status and nature of the order.

Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy that cannot lawfully be excluded under the Australian Consumer Law.

1. Requesting an Order Cancellation

A cancellation request must be submitted as soon as possible after the order is placed.

To request cancellation, contact us using the details below and provide:

  • Customer name

  • Business name, where applicable

  • Order, quotation or invoice number

  • Products ordered

  • Reason for cancellation

  • Contact details

A cancellation request is not approved until The Steel Market Victoria confirms acceptance in writing.

2. Orders Not Yet Processed

We may approve cancellation without charge where:

  • The order has not entered processing

  • No material has been cut or altered

  • No special stock has been ordered

  • No supplier charges have been incurred

  • Freight has not been booked

  • Products have not been dispatched

Where payment has already been made, an approved refund will normally be issued to the original payment method.

3. Standard Stock Products

Cancellation of standard, unprocessed stock products may be considered before dispatch.

Approval is subject to:

  • The product remaining in its original and resaleable condition

  • No cutting, alteration or processing having occurred

  • No freight or handling costs having been incurred

  • Written cancellation approval from The Steel Market Victoria

Where reasonable costs have already been incurred, those costs may be deducted from the refund where permitted by law.

4. Custom-Cut and Processed Products

Orders cannot ordinarily be cancelled once work has commenced on products that are:

  • Cut to size

  • Drilled

  • Bent

  • Welded

  • Fabricated

  • Machined

  • Coated

  • Finished

  • Packaged to customer requirements

  • Otherwise altered or processed

These products are prepared specifically according to the customer’s approved measurements, drawings or specifications and may not be suitable for resale.

The customer remains responsible for reviewing and confirming all dimensions, grades, quantities, finishes and processing instructions before approving the order.

5. Special-Order and Made-to-Order Products

Special-order and made-to-order products cannot ordinarily be cancelled once we have:

  • Placed an order with a supplier

  • Reserved or purchased material

  • Commenced manufacturing or processing

  • Incurred freight, handling or supplier costs

  • Committed to a non-refundable third-party purchase

This may include:

  • Non-standard steel grades

  • Special aluminium alloys

  • Uncommon dimensions or thicknesses

  • Custom finishes

  • Large-volume orders

  • Products sourced specifically for the customer

  • Products not normally held in stock

Where a supplier permits cancellation, any supplier cancellation fee, restocking fee, freight cost or other reasonable expense may be passed on to the customer.

6. Wholesale and Bulk Orders

Wholesale, trade and bulk orders may involve reserved inventory, supplier commitments, production scheduling and specialised freight.

Cancellation of these orders is subject to written approval and may require payment of reasonable costs already incurred, including:

  • Material costs

  • Supplier charges

  • Cutting or processing costs

  • Labour

  • Packaging

  • Storage

  • Freight booking fees

  • Administration costs

  • Restocking fees

A deposit may be non-refundable to the extent it represents reasonable costs or losses already incurred, subject to applicable law.

7. Orders Already Dispatched

Orders cannot generally be cancelled once they have been dispatched.

Where we agree to accept the return of a standard product after dispatch, the customer may be responsible for:

  • Original delivery charges

  • Return freight

  • Redelivery costs

  • Handling

  • Inspection

  • Reasonable restocking fees

Custom-cut, processed, fabricated and special-order products are not normally returnable because of a change of mind.

Please refer to our Refund, Returns and Claims Policy for further information.

8. Customer Specification Errors

The customer is responsible for confirming all order details before approval, including:

  • Product type

  • Steel grade or aluminium alloy

  • Thickness

  • Width and length

  • Quantity

  • Finish

  • Cutting instructions

  • Fabrication requirements

  • Delivery address

An order will not ordinarily be cancelled without cost where it was prepared according to incorrect or incomplete information supplied or approved by the customer.

Where possible, we may offer to amend or replace the order at additional cost.

9. Changes to an Order

Requests to change an order are treated separately from cancellations and must be approved in writing.

Changes may affect:

  • Product price

  • Availability

  • Processing charges

  • Freight

  • Delivery date

  • Required deposit

  • Final balance

We cannot guarantee that a change will be possible after materials have been ordered, cut, processed or dispatched.

Any approved change may require the customer to pay additional costs before work continues.

10. Failure to Pay

We may suspend or cancel an order where:

  • Required payment is not received

  • A deposit is overdue

  • A payment is reversed or dishonoured

  • Fraud or unauthorised activity is reasonably suspected

  • Credit terms are breached

The customer may remain responsible for reasonable costs already incurred before cancellation.

11. Cancellation by The Steel Market Victoria

We may cancel all or part of an order where:

  • A product becomes unavailable

  • A supplier cannot fulfil the order

  • An obvious pricing or product error has occurred

  • Payment cannot be verified

  • Fraud or unauthorised activity is suspected

  • Delivery cannot be completed safely

  • The customer fails to provide necessary specifications

  • The order would breach applicable law

  • Circumstances outside our reasonable control prevent supply

Where we cancel an order and no substitute arrangement is accepted, we will refund amounts paid for the cancelled products.

We will not deduct cancellation fees where the cancellation results from our inability to supply the order, except where the issue was caused by incorrect customer information or conduct.

12. Delivery Delays

Estimated processing and delivery dates are provided in good faith but may be affected by:

  • Stock availability

  • Supplier delays

  • Freight disruption

  • Weather

  • Road conditions

  • Processing requirements

  • Events outside our reasonable control

A delay does not automatically give the customer the right to cancel a custom-cut, processed or special-order product.

However, where goods are not supplied within an agreed or reasonable time and the customer has a cancellation right under Australian Consumer Law, those rights will apply.

13. Faulty, Damaged or Incorrect Products

This policy does not restrict the customer’s rights where a product:

  • Is faulty

  • Is unsafe

  • Is damaged before delivery

  • Is incorrectly supplied

  • Does not match its description

  • Fails an applicable consumer guarantee

Depending on the circumstances, the customer may be entitled to a repair, replacement, refund, contract cancellation or other remedy under Australian Consumer Law.

Customers should refer to our Refund, Returns and Claims Policy and contact us promptly.

14. Refunds Following Approved Cancellation

Where cancellation is approved, any refund will be calculated after deducting reasonable and properly incurred costs, where legally permitted.

These may include:

  • Supplier cancellation fees

  • Custom processing costs

  • Cutting or fabrication already completed

  • Freight booking charges

  • Return freight

  • Restocking costs

  • Non-refundable third-party charges

Approved refunds will normally be issued to the original payment method.

Please allow approximately 5 to 10 business days after approval for processing. Additional banking time may apply.

15. Proof of Order

We may request reasonable proof of the order before processing a cancellation.

This may include:

  • Tax invoice

  • Order confirmation

  • Accepted quotation

  • Receipt

  • Payment confirmation

  • Account record

Proof of purchase is not limited to the original receipt where other reasonable evidence is available.

16. Australian Consumer Law

The Steel Market Victoria does not use this policy to remove or limit any consumer right that applies under Australian Consumer Law.

A customer is generally not entitled to cancel merely because they:

  • Changed their mind

  • Ordered the wrong product

  • Supplied incorrect measurements

  • Found a lower price elsewhere

  • No longer require the goods

Different rights may apply where goods are faulty, incorrectly described, unsafe, not supplied within an agreed or reasonable time, or otherwise fail a consumer guarantee.

17. Contact Us

To request an order cancellation or amendment, contact:

The Steel Market Victoria

Email: info@tsmv.com.au
Phone: 1300 100 876
Address: 30-32 Edison Road, Dandenong South VIC 3175, Australia
ABN: 53 680 054 139
Business Hours: Monday to Friday, 9:00 AM to 6:00 PM
Closed: Saturday and Sunday

Please include your order, quotation or invoice number when contacting us.