Hills Fasteners Returns Policy
1st June 2026
At Hills Fasteners, we want customers to purchase with confidence. This policy explains how returns, repairs, replacements and refunds are handled for products purchased from us. It applies in addition to any rights and remedies available under the Australian Consumer Law (ACL), which cannot be excluded, restricted or modified.
1. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the ACL. If a product has a major failure, you may choose a refund or replacement. If a failure is minor, we may choose to repair the product, replace it or provide another remedy within a reasonable time. We may inspect or test the product before determining the appropriate remedy. You may also be entitled to compensation for reasonably foreseeable loss or damage resulting from a failure.
2. Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably possible if a product is faulty, damaged on arrival, materially different from its description, not fit for a disclosed purpose, or supplied incorrectly. Provide your order or invoice number, a clear description of the issue and, where practical, photographs or other supporting information. We will assess the claim, advise the available remedy and, where the claim is valid, reimburse reasonable return costs or arrange collection where required by law. Nothing in this policy limits the time within which you may exercise rights that apply under the ACL.
3. Change-of-Mind Returns
Subject to our approval, standard-stock products may be returned for change of mind within 30 days of the invoice date if they are unused, uninstalled, undamaged, complete, in resalable condition and in their original unopened packaging. Proof of purchase is required. Approved change-of-mind returns are subject to a 25% restocking fee calculated on the product price before delivery charges, which will be deducted from the refund or account credit. Original delivery charges are not refundable, and the customer is responsible for return freight, unless we agree otherwise.
4. Products Not Eligible for Change-of-Mind Return
- Special-order, custom-made, cut-to-length, modified or non-standard products
- Clearance, discontinued or final-sale products
- Products that have been used, installed, assembled, altered or damaged after delivery
- Products missing packaging, manuals, accessories, components, labels or seals
- Hazardous, regulated or perishable products where safe resale is not possible
These exclusions apply only to change-of-mind returns and do not exclude any rights or remedies available under the ACL.
5. How to Request a Return
- Contact Hills Fasteners before sending any product back.
- Provide your name or business name, contact details, order or invoice number, product details, quantity and reason for return.
- Wait for return instructions and, where issued, a Return Authorisation number.
- Package the product securely and include the authorisation details and proof of purchase.
Please contact Hills Fasteners before sending any product back. Products returned without prior approval may be refused if they are change-of-mind returns or may experience processing delays. This requirement does not limit any rights or remedies available under the ACL. Unless the return concerns a product for which Hills Fasteners is responsible under the ACL, the customer bears the risk and cost of return transit. We recommend using a tracked delivery service.
6. Inspection, Manufacturer Assessment and Misuse
Returned products may be inspected or tested. In some cases, technical assessment by the manufacturer or supplier may be required. We remain responsible for providing any remedy required by law and will not require a consumer to pursue the manufacturer instead. A remedy may be declined where inspection confirms that the issue resulted from misuse, incorrect installation, unauthorised modification, neglect, abnormal operating conditions, ordinary wear and tear, or a failure to follow instructions, unless the law provides otherwise.
7. Refunds, Replacements and Credits
Once an approved return has been received and assessed, we will process the applicable repair, replacement, refund or account credit within a reasonable time. Refunds will generally be made to the original payment method. Delivery costs will be refunded where required by law, including where goods are faulty or incorrectly supplied. Approved change-of-mind returns will ordinarily be refunded for the product price less the 25% restocking fee and non-refundable delivery costs.
8. Proof of Purchase
Acceptable proof of purchase may include a Hills Fasteners tax invoice, receipt, order confirmation, account statement or another record that reasonably demonstrates the purchase. If proof is unavailable, contact us and we will assess whether the transaction can be verified from our records.
9. Business Customers
Where a purchase is not a consumer transaction covered by the ACL, returns are subject to the agreed trading terms, account arrangements and any written approval given by Hills Fasteners. This policy does not exclude any statutory rights that apply to an eligible business purchase.
10. Contact Us
To request a return or ask a question about this policy, contact Hills Fasteners:
Email: sales@hillsfasteners.com.au
Phone: 1300 632 080
Return address: Unit 5, 10 Anella Avenue, Castle Hill NSW 2154
Business hours: Open- 6:30-16:00 Mon-Fri, Closed - Weekend and public Holidays
11. Policy Updates
Hills Fasteners may update this policy from time to time. The version in effect when a return is requested will apply, except where the law requires otherwise. This document provides general information and should be reviewed against the business’s current terms of trade and by a qualified legal adviser before publication.