Warranty and Claims Policy

Last updated: 16th June 2026

This Warranty and Claims Policy applies to steel, aluminium and related products purchased from The Steel Market Victoria through our website, quotation process, email, telephone or another approved sales channel.

We are committed to supplying products that match the approved description and specifications and meet all applicable consumer guarantees under Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

1. Australian Consumer Guarantees

Products sold by The Steel Market Victoria come with automatic consumer guarantees where Australian Consumer Law applies.

These guarantees may include that products:

  • Are of acceptable quality

  • Are fit for their commonly intended purpose

  • Match their description

  • Match any approved sample or demonstration model

  • Are fit for a purpose disclosed and reasonably relied upon

  • Meet any express warranty made about them

These rights apply independently of any manufacturer or voluntary warranty and may continue after a stated warranty period has expired.

2. Manufacturer Warranties

Some products may be covered by a warranty provided by the manufacturer or supplier.

Where a manufacturer warranty applies:

  • The warranty period and conditions are determined by the manufacturer

  • The customer may need to provide product labels, batch details or proof of purchase

  • The product may need to be inspected by the manufacturer

  • The manufacturer may determine whether repair, replacement or another remedy is appropriate under its warranty

Manufacturer warranties operate in addition to any rights available under Australian Consumer Law.

The Steel Market Victoria will not require an eligible customer to deal only with the manufacturer where the claim concerns rights owed by us under Australian Consumer Law.

3. What May Be Covered

Subject to assessment and applicable law, a warranty or product claim may apply where a product:

  • Is faulty

  • Is unsafe

  • Has a manufacturing defect

  • Is materially damaged before delivery

  • Is significantly different from its approved description

  • Was supplied in the wrong grade, alloy, thickness, size, finish or quantity

  • Does not match the confirmed quotation or order

  • Does not meet an applicable consumer guarantee

  • Has a valid defect covered by a manufacturer warranty

Coverage depends on the nature of the product, the issue identified and how the product was stored, handled, fabricated, installed and used.

4. What Is Not Normally Covered

Unless Australian Consumer Law requires otherwise, a claim will not ordinarily be accepted where the issue results from:

  • Incorrect measurements supplied or approved by the customer

  • Selection of an unsuitable product, grade, alloy, thickness or finish

  • Failure to obtain appropriate engineering or technical advice

  • Incorrect installation

  • Incorrect fabrication

  • Improper welding, drilling, bending, cutting or machining

  • Modification after supply

  • Misuse or abnormal use

  • Overloading

  • Impact or accidental damage after delivery

  • Improper storage or handling

  • Exposure to unsuitable chemicals or environmental conditions

  • Failure to maintain coatings or protective finishes

  • Contact with incompatible materials

  • Normal wear and tear

  • Corrosion caused by unsuitable use, installation or maintenance

  • Damage caused by a customer-appointed carrier

  • Failure to follow manufacturer instructions

  • Continued use after a defect became apparent

This section does not remove rights that cannot lawfully be excluded.

5. Custom-Cut and Processed Products

Custom-cut, fabricated or processed products remain covered by applicable consumer guarantees.

However, a product will not be considered defective solely because:

  • The customer supplied incorrect measurements

  • The product was manufactured according to an approved drawing

  • The customer selected an unsuitable specification

  • The finished product does not suit an undisclosed application

  • Normal cutting or manufacturing tolerances apply

Claims for custom products will be assessed against the approved quotation, drawings, measurements, tolerances and written instructions.

Customers must check all order details carefully before approving custom work.

6. Manufacturing and Material Tolerances

Steel, aluminium and related metal products may have normal industry and manufacturing variations.

These may include reasonable variations in:

  • Thickness

  • Width and length

  • Weight

  • Straightness

  • Flatness

  • Squareness

  • Cut dimensions

  • Shape and angle

  • Surface finish

  • Colour

  • Coating appearance

  • Mill scale

  • Edge condition

Normal mill marks, light scratches, handling marks, colour variation or surface irregularities are not automatically defects where they do not materially affect the product’s intended use or breach an agreed specification.

Any special tolerance, appearance or finish requirement must be confirmed in writing before the order is accepted.

7. Customer Responsibility

Customers are responsible for confirming:

  • Product type

  • Steel grade or aluminium alloy

  • Thickness

  • Width and length

  • Quantity

  • Finish or coating

  • Fabrication requirements

  • Environmental exposure

  • Intended application

  • Structural or load requirements

The Steel Market Victoria may provide general product information, but this does not constitute engineering, structural, design or certification advice.

For structural, regulated, safety-critical or load-bearing applications, customers must obtain advice from an appropriately qualified professional.

8. Inspecting Products

Customers should inspect products as soon as reasonably possible after delivery or collection.

Please check:

  • Product type

  • Grade or alloy

  • Dimensions

  • Quantity

  • Finish

  • Visible condition

  • Delivery documentation

Where visible damage, shortages or incorrect products are identified, customers should:

  • Record the issue on the delivery docket

  • Take clear photographs

  • Retain labels and packaging

  • Contact us promptly

  • Avoid cutting, installing or using the affected product

Where practical, visible delivery-related issues should be reported within 48 hours.

This timeframe assists with carrier and warehouse investigations and does not remove rights available under Australian Consumer Law.

9. How to Make a Claim

To submit a warranty or product claim, contact The Steel Market Victoria and provide:

  • Customer name

  • Business name, where applicable

  • Order, quote or invoice number

  • Product description

  • Date of purchase or delivery

  • Clear description of the issue

  • Photographs of the product

  • Photographs of labels and packaging

  • Measurements, where relevant

  • Delivery documents

  • Details of storage, handling, fabrication and installation

  • Drawings or specifications, where relevant

Incomplete information may delay the assessment.

10. Do Not Alter the Product

After identifying a possible defect or supply error, customers should not:

  • Cut the product

  • Weld it

  • Drill it

  • Bend it

  • Fabricate it

  • Install it

  • Coat it

  • Dispose of it

  • Continue using it

Contact us before taking further action unless immediate action is reasonably necessary to prevent injury or additional damage.

Altering or disposing of the product may prevent us from assessing the claim and may affect the available remedy where the alteration causes or increases the problem.

11. Claim Assessment

We may reasonably require:

  • Additional photographs

  • Product measurements

  • Proof of purchase

  • Inspection at the customer’s location

  • Return of the product

  • Manufacturer or supplier assessment

  • Independent testing

  • Samples of the affected material

  • Information about installation or fabrication

Customers must provide reasonable access and assistance for the assessment.

The time required will depend on the issue, product type, location and whether third-party inspection or testing is needed.

12. Major and Minor Failures

Where Australian Consumer Law applies, the available remedy depends on whether the product has a major or minor failure.

A major failure may occur where the product:

  • Would not have been purchased if the problem had been known

  • Is unsafe

  • Is substantially unfit for its normal purpose and cannot easily be fixed

  • Is unfit for a disclosed purpose and cannot easily be fixed

  • Is significantly different from its description, sample or approved specification

For a major product failure, an eligible customer may choose a refund or replacement.

For a minor failure, The Steel Market Victoria may choose to repair, replace, resupply or otherwise correct the problem within a reasonable time.

13. Available Remedies

Where a claim is accepted, the remedy may include:

  • Repair

  • Replacement

  • Resupply

  • Correction of cutting or processing

  • Supply of missing quantity

  • Partial refund

  • Full refund

  • Store credit, where agreed

  • Reimbursement of reasonable costs where required by law

  • Another appropriate remedy

The appropriate remedy will depend on:

  • Nature of the issue

  • Seriousness of the failure

  • Product condition

  • Whether the problem can be corrected

  • Applicable manufacturer warranty

  • Australian Consumer Law

14. Return and Collection of Products

Products must not be returned without written approval.

Where a return is required, we will provide instructions regarding:

  • Approved return location

  • Packaging

  • Transport

  • Collection

  • Supporting documents

For heavy, oversized or difficult-to-transport products, contact us before arranging freight.

Where the claim is valid and the product fails an applicable consumer guarantee, reasonable return or collection costs will be handled as required by law.

Where the product is found not to be faulty and meets the approved specification, the customer may be responsible for reasonable inspection, collection, return or redelivery costs.

15. Installation, Fabrication and Third-Party Costs

Customers must give us a reasonable opportunity to inspect and resolve an issue before arranging third-party repairs, replacement, fabrication or removal.

Do not incur additional costs without our written approval unless urgent action is reasonably necessary for safety or to prevent further loss.

Claims for labour, removal, installation, fabrication, downtime or other consequential costs will be assessed according to:

  • Australian Consumer Law

  • Whether the costs were reasonably foreseeable

  • Whether we were given an opportunity to resolve the problem

  • Whether the costs were reasonably incurred

  • Supporting evidence

Nothing in this section excludes liability that cannot lawfully be excluded.

16. Claims Caused by Delivery Damage

Claims involving delivery damage should include:

  • Photographs taken at delivery

  • Packaging photographs

  • Delivery docket

  • Carrier information

  • Details of any visible damage recorded at receipt

Where the customer arranged their own freight provider, claims for damage occurring after lawful collection may need to be made against that carrier.

This does not affect any claim relating to a defect that existed before collection.

17. Products Used After a Defect Is Identified

Customers must take reasonable steps to prevent further damage after identifying a potential defect.

The Steel Market Victoria may not be responsible for additional damage or loss caused by:

  • Continued use after the problem became apparent

  • Failure to isolate unsafe material

  • Further fabrication after discovering an incorrect product

  • Failure to protect the product from weather or damage

  • Failure to notify us within a reasonable time

This does not remove any underlying remedy available under Australian Consumer Law.

18. Warranty Claim Timeframes

Customers should submit a claim as soon as reasonably possible after identifying a problem.

Australian consumer guarantees do not have one fixed expiry period. The period during which a remedy may remain available depends on factors such as:

  • Product type

  • Price

  • Quality

  • Expected life

  • Representations made

  • Nature of the failure

  • How the product was used

A manufacturer warranty period does not automatically determine the full period of rights under Australian Consumer Law.

19. Fraudulent or Misleading Claims

We may request further verification where a claim appears:

  • Inconsistent with the product condition

  • Unsupported by the available evidence

  • Connected to unauthorised modification

  • Duplicated

  • Fraudulent

  • Misleading

Providing false or misleading information may result in the claim being refused and may be reported where required by law.

20. Relationship With Other Policies

This policy should be read together with our:

  • Refund, Returns and Claims Policy

  • Shipping Policy

  • Order Cancellation Policy

  • Terms and Conditions

  • Privacy Policy

  • Product Disclaimer

Where an inconsistency exists, any right or remedy protected by Australian law will prevail.

21. Contact Us

To submit a warranty or product claim, 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 and supporting photographs when submitting a claim.