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FENCE WORLD  | Returns Policy

In addition to your rights under the Australian Consumer Law, Fence World's Returns Policy outlines your entitlements. Please read the information below to understand your rights and our obligations.

Allowable Returns

Fence World accepts returns and will provide a refund, replacement, or repair if:

  • The product is faulty or of unacceptable quality.
  • The product is not suitable for its intended purpose.
  • The product does not match its description or sample.
  • An invoice or other proof of purchase can be provided.

Please note, Fence World will not offer refunds, replacements, or repairs if the product fault is due to misuse, damage, or neglect.

Change of Mind Returns

Fence World is not obligated by law to provide refunds or exchanges if you change your mind, over-order, or choose incorrect products. 
We aim to assist where possible, and such requests will be reviewed individually by Fence World Management. A restocking fee of 15% or $25 (whichever is greater) may apply to cover the costs of processing returns. 

Returns will only be considered if:

  • The goods are returned in their original packaging.
  • The goods are undamaged and not marked, scratched, dented, or soiled.
  • The goods are in a condition suitable for resale as new.
  • The goods are returned within 21 days of purchase.

Fence World Management retains discretion over change of mind returns, striving to act reasonably without disadvantaging customers or the business. We sell only "as new" products and cannot accept returns that fail to meet these criteria.

Custom & Special Orders

Custom Orders and Special Orders, once confirmed, are sourced or manufactured specifically for the customer. Where you wish to cancel or return a custom-made or special-order item due to change of mind, any refund is subject to confirmation from the relevant supplier or manufacturer that the order has not yet been shipped or dispatched. Once a custom or special order has been shipped or dispatched (or manufacturing has commenced), it cannot be cancelled, returned, or refunded for change of mind.

Nothing in this section limits your rights under the Australian Consumer Law where a custom or special-order item is faulty, not as described, or not fit for purpose.

Refund Method

Approved refunds will be issued using the original payment method. Refunds for EFTPOS or card transactions can only be processed back to the same card or account used for the original purchase. If that card or account is no longer active, please contact us to arrange an alternative.

Payment Processing & Surcharge Fees

Where a refund is provided for a change of mind, over-ordering, incorrect product selection, or where you proceed with only part of an order, any surcharges, payment processing fees, or fees associated with online payments are non-refundable and will be excluded from the refunded amount. These fees are forfeited in these circumstances.

This does not apply where you are entitled to a refund under the Australian Consumer Law — for example, where goods are faulty, not of acceptable quality, not as described, or not fit for purpose. In those cases you will receive a full refund, including any such fees.