Refund policy

 

Return Policy

We offer a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it — unused, uninstalled, unmodified, and in its original condition. Products must not have been placed in the ground, cut, bent, welded, or intentionally weathered. You will also need your receipt or proof of purchase.

To start a return, contact us at info@thompsonco.com.au. Returns are to be sent to Unit 4, 112–120 Canterbury Road, Bayswater North VIC 3153. Items sent back without first requesting a return will not be accepted.

Damages and Issues

Please inspect your order upon collection or delivery and contact us immediately if the item is defective, damaged, or incorrect so that we can evaluate the issue and make it right. Claims for damage or defects must be made within 7 days of receiving your order.

Exceptions — Non-Returnable Items

The following items cannot be returned or refunded:

Custom fabrication orders, including custom-cut lengths, bespoke sizes, non-standard heights, or any product manufactured specifically to your specifications. Custom orders are confirmed as non-refundable at the time of purchase.

Products that have been installed, show signs of use, or have been modified in any way (including cutting, bending, drilling, or welding).

Products that have been intentionally weathered or rusted after delivery. Note: minor surface oxidation that occurs naturally during transit or short-term storage does not void eligibility.

Gift cards and sale items.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process the refund. If more than 15 business days have passed since we approved your return, please contact us at info@thompsonco.com.au.

Return Shipping

For standard returns (change of mind), the buyer is responsible for return shipping costs. For items that arrived damaged, defective, or incorrect, we will cover return shipping. Due to the weight and length of steel products, we recommend collecting and returning items from our Bayswater North workshop where possible.

Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. If a product has a major fault, you are entitled to a replacement or refund regardless of the above conditions.