Refund policy
Your rights under the Australian Consumer Law
MANDATORY WORDING — DO NOT ALTER
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits those rights. The conditions set out below — the 30-day window, the packaging requirement and the 20% return fee — apply to any return of goods that are not faulty, which we accept voluntarily. They do not apply where goods are faulty, not as described, or not what you ordered.
Faulty, incorrect or damaged goods
If a product is faulty, not as described, or not what you ordered, email admin@forgedx.com.au with your order number, photographs, and a description of the problem. We will assess it and, depending on whether the failure is major or minor, repair it, replace it, or refund you. We pay return freight on goods accepted as faulty or incorrectly supplied, and no return fee applies. Opened packaging does not affect your rights in these circumstances.
Returns where the goods are not faulty
We offer a 30-day return window from the date of delivery where there is nothing wrong with the product — you have changed your mind, ordered the wrong part, no longer need the item, or cancelled after dispatch. To qualify, the item must be unused, unfitted and undamaged, and returned in its original packaging with all hardware and documentation.
A return fee of 20% of the product price applies to every return in this category and is deducted from your refund. Original delivery charges are not refunded. You are responsible for returning the goods at your own cost, using a tracked and insured courier service — the goods remain your responsibility until they reach us, and we are not liable for items lost or damaged in transit.
We cannot accept returns in this category on:
goods that have been used, fitted, drilled, wired, cut or otherwise modified after delivery;
goods made, finished or ordered to your specification;
goods returned without their original packaging, where that packaging is needed to transport them safely;
gift cards.
A product bought on sale may be returned on the same terms as any other product.
Canopies and bulky items
Canopies ship in two cartons on a pallet and must be returned in both cartons, in the original packaging, on a pallet. Contact us before returning a canopy so that we can arrange the freight. A canopy sent back without that arrangement may be refused by the depot.
How to start a return
Email admin@forgedx.com.au or call 0455 266 255 with your order number and the product details. We will review your request and give you instructions on how to return the item. Do not send anything back before we have asked you to.
Refund processing
Once we receive a returned item we inspect it within 3 to 5 business days. Approved refunds are then processed to the original payment method within 5 to 10 business days. Allow additional time for your bank or card issuer to post the refund to your account. If more than 15 business days have passed since we confirmed your refund and it has not arrived, contact us so that we can look into it.
Exchanges
We do not process exchanges directly. To obtain a different item, return the original under the process above and place a new order for the product you want.
Contact
FORGED X Pty Ltd, 21 Moss Street, Slacks Creek QLD 4127
admin@forgedx.com.au · 0455 266 255