Refund policy

REFUND POLICY

Effective Date: 19 August 2026

By placing an order on our website, you agree to the terms outlined below.

Your Rights Under Consumer Law

Nothing in this policy excludes, restricts or modifies any guarantee, right or remedy you have under the Australian Consumer Law or any other applicable consumer protection law in your country.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply to all items, including clearance, promotional, bundled and sale items. The exclusions below apply to change-of-mind returns only.

Return Eligibility (Change of Mind)

We accept change-of-mind returns within 30 days of confirmed delivery.

To qualify for a return:

  • Item must be unused and in original condition
  • All original packaging, accessories, and components must be included
  • Proof of purchase is required
  • Return must be approved by our team before it is sent back

We reserve the right to deny any change-of-mind return that does not meet these conditions.

Final Sale Items

The following items are final sale and are not eligible for change-of-mind return, refund or exchange:

  • Clearance items
  • Items purchased under a Buy 1 Get 1 Free promotion
  • Bundle offers or multi-buy promotions
  • Discounted or sale items
  • Gift cards
  • Custom or personalised products
  • Personal care goods
  • Hazardous materials, flammable liquids, or gases

All Buy 1 Get 1 Free and promotional bundle purchases are classified as clearance inventory and are final sale for change-of-mind purposes.

This does not affect your rights if an item is faulty, not as described, or otherwise fails a consumer guarantee — those rights apply to final sale items as well.

Promotional Order Policy (BOGO / Bundles)

Where a promotional order is returned, it must be returned in full (all items included) to be considered.

If a customer attempts to return only part of a promotional order:

  • The promotion will be voided
  • Kept items will be repriced at full retail value
  • The refund will reflect the adjusted retail pricing

We reserve the right to deny partial promotional returns.

Restocking Fee

Approved change-of-mind returns are subject to a $15 USD restocking fee per order, which will be deducted from the refund amount.

No restocking fee applies to items that are faulty, damaged in transit, incorrectly supplied, or that fail a consumer guarantee.

Shipping & Fees

  • Original shipping charges are non-refundable on change-of-mind returns
  • Return shipping costs on change-of-mind returns are the responsibility of the customer
  • If free shipping was provided, the actual outbound shipping cost may be deducted from a change-of-mind refund
  • Refused or undeliverable packages may be subject to return shipping fees and restocking fees

Where an item is faulty, damaged or incorrectly supplied, we cover return shipping and refund original shipping charges.

Condition & Inspection

All returned items are inspected on arrival.

We reserve the right to:

  • Refuse change-of-mind returns showing signs of use, wear, damage, or missing parts
  • Charge additional fees if items are not returned in resellable condition
  • Reject returns sent without prior approval

Rejected returns may be shipped back at the customer's expense.

Damaged or Incorrect Items

If you receive a defective, damaged or incorrect item, please contact us at contact@truenorthsupplyco.com within 7 days of delivery with photo evidence so we can resolve it quickly.

Contacting us promptly helps us investigate with our carriers and suppliers. Reporting outside this window does not remove your rights under applicable consumer law, but it may limit the options available to us.

Chargebacks & Payment Disputes

If a chargeback is initiated before contacting us for resolution, we reserve the right to dispute the claim with supporting documentation, including delivery confirmation and your agreement to this policy at checkout.

Abuse of our return policy may result in refusal of future orders.

Refund Processing

Once your return is received and approved, refunds are issued to the original payment method.

Please allow 5–10 business days after approval for processing. Your bank or card issuer may take additional time to post the funds to your account.

Clearance Items — Return Label Eligibility

For orders containing clearance items, free return labels for change-of-mind returns are not guaranteed and are provided at our discretion, assessed case by case.

Where an item is faulty or incorrectly supplied, we will always cover the cost of return.

How to Start a Return

Email contact@truenorthsupplyco.com with your order number and the reason for return. Our team will confirm eligibility and provide return instructions within 1 business day.

True North Supply Co
Email: contact@truenorthsupplyco.com
Website: www.truenorthsupplyco.com