Refund policy
Returns & Refunds Policy
Last updated: 1 September 2026
At AEL Industrial, we aim to supply quality industrial fasteners and products accurately and reliably. Please review the following policy before requesting a return or refund.
Change of Mind Returns
We accept change-of-mind returns within 14 days of delivery, provided that:
- The product is unused, undamaged and in resalable condition.
- The original packaging is unopened and undamaged.
- You provide proof of purchase.
- The return is approved by AEL Industrial before the goods are sent back.
Customers are responsible for return shipping costs for change-of-mind returns. Original delivery and express delivery charges are non-refundable where the delivery service has already been provided.
We reserve the right to refuse a change-of-mind return if the product or packaging is damaged, opened, used or otherwise not suitable for resale.
Incorrect, Damaged or Faulty Products
If you receive an incorrect, damaged or faulty product, please contact us as soon as reasonably possible with your order number and, where applicable, photos showing the issue.
Depending on the circumstances, we may arrange a replacement, refund, repair or another appropriate remedy.
AEL Industrial will cover reasonable return costs where the return is required because we supplied an incorrect product or where the customer is entitled to a remedy under the Australian Consumer Law.
Order Errors
Customers are responsible for checking product specifications, dimensions, quantities and suitability before ordering.
If you accidentally order the wrong size, type, quantity or specification, we may accept the product as a change-of-mind return if it meets the conditions above.
Refunds
Once returned goods have been received and inspected, we will advise you of the outcome.
Approved refunds will generally be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Where only part of an order is returned, only the approved returned products will be refunded.
Delivery Charges
Standard, next-day, express and other delivery charges are generally non-refundable once the applicable delivery service has been performed.
If a refund is required because of an error by AEL Industrial or where required by Australian Consumer Law, applicable delivery costs will be handled accordingly.
Non-Returnable Products
Unless required by Australian Consumer Law, we may not accept change-of-mind returns for:
- Products that have been used, installed or altered.
- Opened or damaged boxes or packaging.
- Products that are not in resalable condition.
- Special-order, custom-made or specifically sourced products.
- Clearance or final-sale products where they were clearly identified as such before purchase.
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.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Depending on the nature of a failure, customers may be entitled to a repair, replacement, refund or compensation as provided by law.
How to Request a Return
Before returning a product, contact AEL Industrial with your order number, product details and reason for the return.
AEL Industrial
Email: sales@aelindustrial.com.au
Please do not send products back without first contacting us so we can provide the appropriate return instructions.