Refund policy

 

Last updated: 16th June 2026

This Refund, Returns and Claims Policy applies to products purchased from The Steel Market Victoria through our website, by quotation, by telephone, by email or through any other approved sales channel.

We are committed to supplying steel, aluminium and related products that are accurately described, fit for their stated purpose and supplied in accordance with Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded under the Australian Consumer Law.

1. Australian Consumer Law

Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.

Where a product has a major failure, an eligible customer may be entitled to choose a refund or replacement. A major failure may occur where the product:

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

• Is unsafe

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

• Is substantially unfit for its normal purpose

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

Where a problem is minor and can be repaired or corrected within a reasonable time, The Steel Market Victoria may choose to repair the product, replace it, provide the missing quantity or offer another appropriate remedy.

2. Change-of-Mind Returns

The Steel Market Victoria is not required to provide a refund, replacement or exchange where a customer simply changes their mind.

Change-of-mind reasons may include:

• Ordering the wrong material

• Ordering an incorrect grade, thickness, size, finish or quantity

• Deciding that the product is no longer required

• Finding the product at a lower price elsewhere

• Delays caused by the customer’s project or contractor

• Incorrect measurements supplied by the customer

• Failure to review or understand an approved quotation

• Selecting a product that is unsuitable for an application without obtaining appropriate advice

Any change-of-mind return accepted by The Steel Market Victoria is entirely at our discretion and may be subject to return freight, handling costs and a restocking fee.

Approval must be obtained before returning any product.

3. Products That Cannot Generally Be Returned

Unless required by Australian Consumer Law, returns will not normally be accepted for:

• Custom-cut steel or aluminium

• Products cut to customer-supplied measurements

• Fabricated, drilled, bent, welded or otherwise processed products

• Custom-sized sheets, plates, coils or fittings

• Made-to-order products

• Specially sourced products

• Non-standard grades, alloys, dimensions or finishes

• Products ordered specifically from a manufacturer or third-party supplier

• Clearance or final-sale products

• Products that have been installed, used, altered or damaged

• Products affected by incorrect storage, handling or transport after delivery

• Products showing normal manufacturing, mill, handling or surface variations

• Products ordered using incorrect specifications supplied by the customer

• Products that cannot be resold in their original condition

A product is not considered faulty merely because the customer selected an unsuitable product, grade, size or finish.

4. Customer Responsibility for Specifications

Customers are responsible for reviewing and confirming all information shown in the quotation, order confirmation or invoice before approving an order.

This includes:

• Product type

• Steel grade or aluminium alloy

• Thickness

• Width and length

• Quantity

• Finish or coating

• Cutting instructions

• Fabrication requirements

• Delivery address

• Site access

• Required date

Where measurements, drawings, specifications or instructions are supplied by the customer, The Steel Market Victoria may rely on that information when preparing and fulfilling the order.

Once cutting, fabrication, sourcing or processing has commenced, the order cannot ordinarily be changed or cancelled.

Customers should obtain appropriate engineering, design or fabrication advice where a product is intended for a structural, load-bearing, regulated or safety-critical application.

5. Manufacturing and Cutting Tolerances

Steel, aluminium and related metal products may be subject to normal industry and manufacturing tolerances.

Reasonable variations may occur in:

• Thickness

• Width and length

• Straightness

• Flatness

• Squareness

• Weight

• Cutting dimensions

• Surface finish

• Colour

• Coating appearance

• Mill marks

• Edge condition

• Shape and angle

Normal manufacturing marks, mill scale, minor scratches, handling marks, surface variation or colour variation are not automatically considered product defects where they do not materially affect the product’s intended use.

Any specific tolerance or finish requirement must be provided in writing and accepted by The Steel Market Victoria before the order is confirmed.

6. Inspecting Products on Delivery or Collection

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

Before signing a delivery docket, customers should check:

• The correct product has been supplied

• The quantity is correct

• Packaging is not visibly damaged

• Products have not been materially damaged during transport

• The order appears consistent with the approved quotation

Visible shortages, incorrect products or freight damage should be recorded on the delivery documentation and reported to us promptly.

Where practical, claims relating to visible delivery damage, shortages or incorrect products should be submitted within 48 hours of delivery.

Failure to report a visible issue within this period will not remove any rights available under Australian Consumer Law, but it may affect our ability to investigate the delivery or make a claim against the carrier.

7. Faulty, Damaged or Incorrect Products

Contact The Steel Market Victoria promptly if a product is:

• Faulty

• Materially damaged

• Unsafe

• Incorrectly supplied

• Significantly different from the approved description

• Missing from the order

• Supplied in an incorrect quantity

Please provide:

• Customer name and business name

• Order, quote or invoice number

• Product description

• Details of the issue

• Clear photographs

• Delivery documentation

• Measurements, where relevant

• Information about how the product was stored or handled

• Any other evidence reasonably required to assess the claim

Do not install, cut, alter, fabricate or use a product after discovering a possible fault or supply error unless we provide written approval.

Using or altering a product after an issue becomes apparent may affect the available remedy where the alteration prevents proper assessment or causes further damage.

8. Assessment of Claims

We may request that the product be:

• Inspected at the delivery location

• Returned to an approved location

• Assessed by the manufacturer or supplier

• Measured or tested

• Supported by photographs, drawings or other evidence

The customer must provide reasonable access and assistance so the claim can be assessed.

If the product is found to comply with the approved specification and does not breach an applicable consumer guarantee, the customer may be responsible for inspection, collection, redelivery or other reasonable costs.

Nothing in this section limits rights available under Australian Consumer Law.

9. Remedies

Where a claim is accepted, the available remedy will depend on the nature of the issue and applicable law.

A remedy may include:

• Repair

• Replacement

• Resupply of missing products

• Correction of processing or cutting

• Store credit, where agreed

• Partial refund

• Full refund

• Reimbursement of reasonable return costs where legally required

For a major failure covered by Australian Consumer Law, the customer may be entitled to reject the product and choose between a refund or replacement.

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

10. Return Authorisation

Products must not be returned without prior written approval.

To request a return, contact:

Email: info@thesteelmarket.com
Phone: 1300 100 876

If approved, we will provide return instructions and the authorised return location.

Unauthorised returns may be refused or returned to the customer at the customer’s cost.

Approved products must be:

• Securely packaged

• Protected against damage

• Returned in their original condition, where applicable

• Accompanied by proof of purchase

• Returned to the location specified by us

11. Proof of Purchase

Customers requesting a refund, replacement, repair or other remedy must provide reasonable proof of purchase.

Acceptable proof may include:

• Tax invoice

• Order confirmation

• Quotation and payment confirmation

• Receipt

• Bank or card statement

• Account transaction record

• Other documentation showing the purchase from The Steel Market Victoria

A tax invoice is preferred but is not the only acceptable form of proof.

12. Return Freight and Collection Costs

Where a product fails to meet a consumer guarantee, The Steel Market Victoria will meet reasonable return or collection costs where required by law.

For large, heavy or difficult-to-transport products, contact us before arranging a return. We may organise an inspection, collection or another suitable process.

Where a discretionary change-of-mind return is approved, the customer will normally be responsible for:

• Return freight

• Delivery charges

• Handling costs

• Packaging

• Insurance

• Restocking fees

Original delivery charges are not refundable for approved change-of-mind returns unless agreed otherwise in writing.

13. Restocking Fees

A reasonable restocking fee may apply to an approved discretionary return where:

• The return is not required under Australian Consumer Law

• The product is a standard stocked item

• The product remains unused and resaleable

• The return creates handling, inspection or warehouse costs

The applicable restocking fee will be confirmed before the return is approved.

No restocking fee will be charged where doing so would unlawfully restrict a customer’s rights under Australian Consumer Law.

14. Exchanges

Where an exchange is approved, the replacement product will be treated as a new order.

The customer may be required to pay:

• Any price difference

• New delivery charges

• Cutting or processing costs

• Return freight

• Applicable restocking fees

Custom-cut, fabricated, special-order and made-to-order products cannot ordinarily be exchanged unless required by law.

15. Refund Processing

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

After the product has been received or the claim has been approved, please allow approximately 5 to 10 business days for the refund to be processed.

Banking and payment providers may require additional time before funds appear in the customer’s account.

Refund processing may be delayed where:

• Required information has not been provided

• The product has not been returned

• Inspection is incomplete

• The payment is under review

• Fraud prevention or identity verification is reasonably required

• A third-party payment provider requires additional processing

16. Order Cancellations

Requests to cancel an order must be submitted in writing as soon as possible.

Cancellation may not be available after:

• Material has been cut

• Fabrication or processing has commenced

• A special-order product has been sourced

• A supplier order has been placed

• Products have been dispatched

• Delivery has been booked

• Custom work has commenced

Where cancellation is accepted, reasonable costs already incurred may be deducted from any refund, except where this would conflict with Australian Consumer Law.

17. Delivery Delays

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

• Stock availability

• Supplier delays

• Processing requirements

• Carrier schedules

• Weather

• Road conditions

• Site access

• Events outside our reasonable control

A delay does not automatically entitle a customer to cancel a custom, processed or special-order product.

Where Australian Consumer Law provides a right to cancel because products have not been supplied within an agreed or reasonable time, those rights will continue to apply.

18. Business and Trade Customers

This policy applies to retail, trade, wholesale and business customers.

The application of Australian Consumer Law to a particular business purchase depends on the circumstances of the transaction and applicable legal requirements.

Nothing in this policy excludes any consumer guarantee, right or remedy that applies to an eligible business customer under Australian Consumer Law.

Additional account, quotation or supply terms may also apply to wholesale, trade and credit-account customers.

19. Fraud Prevention

To protect customers and the business, we may request reasonable identity, payment or order verification before processing certain refunds.

Verification may be requested where:

• The refund amount is significant

• Payment details do not match the customer information

• The transaction is flagged by a payment provider

• Unusual account activity is detected

• Another person requests the refund

• There is a reasonable concern about fraud or unauthorised activity

Any personal information collected during this process will be handled in accordance with our Privacy Policy and applicable Australian privacy requirements.

20. Limitation of This Policy

This policy should be read together with our:

• Terms and Conditions

• Shipping and Delivery Policy

• Order Cancellation Policy

• Privacy Policy

• Warranty and Claims Policy

• Product Disclaimer

If there is any inconsistency between this policy and a right that cannot be excluded under Australian law, the legally protected right will prevail.

21. Contact Us

For refunds, returns, damaged products, incorrect orders or claims, 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: ‭53680054139‬
Business Hours: Mon - Fri : 9:00 AM to 6:00 PM | Sat & Sun : Holiday [5 days working]

Please include your order or invoice number and full details of the issue when contacting us.