Refund policy

Returns & Refund Policy

We want you to create with confidence. If you change your mind about a purchase, you can request a return under our 60-day change of mind policy. 

How to Request an Online Return

You can submit a return request directly through your Carbatec online account:

  1. Log in to your account on our website.

  2. Select the order and the item(s) you’d like to return.

  3. Provide the reason for your return (e.g. change of mind, incorrect item, fault, damage).

  4. Submit your request.

Once your request is received, our Customer Care team will review it and notify you by email whether your return has been approved, declined, or if more information is needed.

Important:

  • For machinery, a photo of the serial plate is required.

  • For damaged or faulty items, photos or videos must be supplied to help us assess the claim.

Check your eligibility

Contact us within 60 days of the invoice date. Your product must be unused and in resaleable condition. 

Your request must be made within 60 days. The goods can arrive back afterwards, within a reasonable timeframe agreed with our team. 

Change of mind returns exclude: 

  • Custom-made, modified or special-order products. 

  • Gift cards and vouchers. 

  • Clearance products identified as final sale before purchase. 

  • All finishes, epoxies and glues. 

  • All personal protective equipment (PPE). 

Contact us

Tell us what you would like to return and provide your order number or other proof of purchase. 

You can: 

  • Call 1800 658 111 

  • Visit a Carbatec store 

  • Submit a return request through your Carbatec online account 

Return your product

Our team will explain where and how to return your product. Final eligibility is subject to inspection when we receive it. 

Pack the goods securely to protect them during transport. 

You are responsible for return freight. If you need help arranging freight, we can organise it and confirm the cost with you beforehand. Original delivery charges are not refundable. 

Receive your refund, credit or exchange

We must receive and inspect the goods before issuing a refund, credit or exchange. 

For eligible returns, you can choose a refund of the product price paid or Carbatec credit. Exchanges are subject to availability. 

Once we have received the goods and confirmed eligibility, we will issue your refund within 24 hours and notify you. Refunds go to the original payment method unless you agree otherwise. 

If something is wrong with your product 

Faulty, damaged, incorrect or incorrectly described products are covered by our Warranty Policy. 

The conditions, exclusions and 60-day period in this Returns policy apply only to change of mind returns. They do not limit your rights under Australian Consumer Law.

Your Rights Under Australian Consumer Law

This policy is in addition to your rights under the Australian Consumer Law (ACL). You are entitled to a replacement, repair, or refund if goods are faulty, not fit for purpose, or not as described. Nothing in this policy limits those rights.

Need Help?

If you have questions about your return, please contact our Customer Care team at:
📧 support@carbatec.com.au
📞 1800 658 111

The last update to this document was on the 16th of September 2026.