Refund policy

Cancellations, Returns & Claims

Last updated: 7 October 2026

Many TL orders are sourced, manufactured or customised for a particular client. This policy explains how to raise a cancellation, return or supply concern. The accepted project documents and applicable law determine the rights and obligations for each order.

Custom and project-specific supply

Change-of-mind returns are generally not available for customised, made-to-order or project-specific goods, unless agreed for the project. This is different from a claim that goods are incorrect, damaged or defective, or a right available under law. There is no standard retail return period applying to all TL projects.

Before supplier commitment

Contact us as soon as you need to cancel or change an order. Before procurement or production commitments have been made, we will review the request against the quotation and any work or costs already incurred. We will explain the proposed adjustment and any refund or payment due.

After procurement or production has started

Cancellation may not be possible once materials, custom manufacture or supplier commitments are in place. Any cancellation arrangement will account for authorised work and reasonable, documented costs that cannot be recovered, subject to the contract and law. We will take reasonable steps to reduce avoidable costs and credit savings or recoveries. A deposit is not automatically forfeited in every situation.

Incorrect, damaged or defective goods

Notify us promptly after identifying a problem and provide the order reference, a description, photographs and available supporting evidence. Note visible freight damage on the delivery record where possible and retain relevant packaging and goods for assessment. Do not continue using equipment if it may be unsafe.

Please contact us before returning goods so we can arrange a suitable assessment or return. Prompt notice helps investigations; it does not impose a blanket cut-off on statutory rights.

Assessment and remedy

We will review the issue against the approved specification, samples, quotation, order documents and agreed project requirements. We may coordinate an inspection or seek further information. Repair, replacement, re-supply, refund or another remedy will depend on the issue, agreed terms and applicable law. Responsibility for reasonable assessment and return costs will be addressed consistently with those rights.

Project-specific warranty

Warranty coverage, support arrangements, replacement parts and any exclusions should be confirmed in the quotation or order documents. Manufacturer warranties may differ between products. A manufacturer warranty does not replace TL’s own obligations or any rights that apply under law.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies a consumer guarantee or other right or remedy that cannot lawfully be excluded, restricted or modified. A business purchase can still attract Australian Consumer Law protections. Where those protections apply, the remedies available under that law remain available.

For enquiries, contact info@tlenterprises.com.au or 08 6186 7999.