1. Your consumer rights
Products must meet the consumer guarantees that apply to the purchase. For a major failure, you can generally choose a refund or replacement. For a minor fault, the business can normally first offer a remedy within a reasonable time. Other remedies, including compensation, may also apply.
Our warehouse inspection and any supplier warranty do not replace these rights. Read the ACCC's guidance on refunds and remedies. This policy does not impose a blanket no-refund rule.
2. Start with FI
Shop orders ship from the supplier, but you deal with us. You never need to contact the supplier. We handle it for you.
Send your order reference or other proof of purchase, a description of the problem and the outcome you are seeking to support@fabricationintelligence.com. Relevant photos help, but original packaging and photos are not automatic conditions of a statutory remedy.
We may need to inspect the product to understand the problem. We will explain the next steps and keep you informed. Do not continue using or installing goods that appear unsafe.
3. Returning a product
Contact us for return instructions and the appropriate return address before sending anything. For low-value shop items we may agree a refund or replacement without asking you to send the goods back, and we will tell you before you ship anything. The supplier's source-link address is not a customer return address. Do not leave goods at our warehouse without arranging it with FI.
FI reimburses reasonable return postage or transport costs when a fault is confirmed; keep your receipts. For faulty goods that are large, heavy or difficult to remove, we arrange collection or cover the shipping cost. Contact us to organise this. If an assessment may involve a charge when no fault is found, we give you an estimate and obtain agreement before collection.
4. Change of mind & cancellation
Please contact us as early as possible if you want to cancel or change your selection. For shop orders: if we have not yet placed your order with the supplier, we cancel it and refund you. Once the supplier has dispatched, we cannot recall the parcel, so we do not offer change-of-mind returns on shop orders. If a shop item arrives faulty, unsafe or not as described, your consumer rights apply in full. A quote request alone does not create a purchase. Once a commercial order is accepted, the ability to change it may depend on whether the supplier has started work or shipped the goods.
Any voluntary change-of-mind or custom-order cancellation terms must be included with your quote before payment. We do not add an undisclosed restocking fee afterwards. Those terms cannot remove a remedy for faulty, unsafe or incorrectly described goods.
5. How refunds are handled
Once a refund is agreed or otherwise due, FI returns it using the original payment method unless we agree otherwise with you, and confirms the amount. Processing time can vary by payment provider and bank; we give you the available confirmation or reference rather than promising an unsupported date.
For the warehouse order service, recorded refund amounts appear in My orders. A return request or status change is not by itself confirmation that a refund has been processed. We do not require store credit when you are legally entitled to a money refund.
6. If an issue remains unresolved
Reply with your reference and the outcome you are seeking so the FI team can review the matter. You can also seek help from your state or territory consumer protection body or an appropriate court or tribunal. Contacting FI first does not waive those options.
See our shipping policy, terms and policies and privacy notice for related information.