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Return & Refund Policy

Last updated: 1 January 2026

At Affordable Pallets, we stand behind the quality of every product we manufacture and supply. This Return and Refund Policy outlines the circumstances under which returns and refunds may be provided for timber pallets, crates, boxes and related products purchased from us.

1. Quality Guarantee

All products manufactured by Affordable Pallets are inspected before dispatch to ensure they meet the specifications agreed upon at the time of order. If a product is found to be defective in materials or workmanship upon delivery, we will work with you to resolve the issue promptly — whether through replacement, repair or refund at our discretion.

2. Reporting a Defect or Issue

If you receive products that are damaged, defective or do not match the agreed specifications, please contact us within 7 business days of delivery. When reporting an issue, please provide:

  • Your order reference or invoice number
  • A description of the defect or discrepancy
  • Photographs of the affected products
  • The quantity of affected items

We will review your claim and respond within 2 business days with a proposed resolution.

3. Eligible Returns

Returns may be accepted under the following circumstances:

  • Manufacturing defects: Products that do not meet the structural or dimensional specifications agreed at order — for example, incorrect dimensions, inadequate fastening or timber grade below the specified standard.
  • Transit damage: Products that have been damaged during delivery by our transport service. Transit damage must be noted on the delivery docket at the time of receipt and reported to us within 48 hours.
  • Incorrect order: If we deliver products that differ from what was ordered — wrong size, wrong type or wrong quantity — we will arrange collection of the incorrect goods and supply the correct products at no additional cost.

4. Non-Eligible Returns

We are unable to accept returns in the following situations:

  • Products that have been used, modified, painted, cut or otherwise altered after delivery
  • Products damaged due to improper handling, storage or use by the customer after delivery
  • Natural variations in timber colour, grain pattern or minor dimensional tolerances that are inherent to wooden products and do not affect structural performance
  • Custom-built or bespoke products manufactured to customer-supplied specifications, unless they are defective or fail to meet the agreed specifications
  • Products where more than 7 business days have elapsed since delivery without a claim being lodged

5. Refund Process

Where a refund is approved, it will be processed as follows:

  • Refunds are issued to the original payment method within 10 business days of claim approval
  • Where products are being returned, the refund will be processed after we have received and inspected the returned goods
  • Delivery charges are refundable only if the return is due to a defect or error on our part

6. Replacement and Repair

In many cases, a replacement or repair may be a faster and more practical resolution than a refund. If defective pallets or crates need to be replaced, we will prioritise the manufacturing and delivery of replacement products. If damaged pallets can be repaired on-site, we may arrange for our team to visit your premises to carry out repairs at no charge.

7. Consumer Guarantees

Nothing in this policy limits or excludes the consumer guarantees provided under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). If our goods fail to meet a consumer guarantee, you are entitled to a remedy as prescribed by law, which may include repair, replacement or refund depending on the nature of the failure.

8. Contact Us

To lodge a return or refund claim, or if you have any questions about this policy, please contact us: