Shipping & Refund Policy

Delivery, Damaged Goods & Returns Policy

Delivery Information

A valid telephone number must be provided with your order to assist with delivery.

Our standard delivery timeframe is 5–7 business days. Deliveries to some rural and remote areas may require additional time.

If an item you have ordered becomes unavailable or is found to be out of stock, we will make every effort to contact you as soon as possible. While we aim to keep stock availability accurate, occasional discrepancies may occur.

Delivery may also be delayed if we need to verify your payment details, including where billing information has been entered incorrectly or additional credit card verification is required.

Damaged on Arrival (DOA) Products

A product may be considered Damaged on Arrival (DOA) if it is found to be broken, damaged or showing signs of failure when first removed from its packaging.

If you believe your product is DOA, please contact us as soon as possible. We will assess the claim and, where appropriate, arrange for the product to be replaced.

Where we determine that a product is DOA:

  • Return shipping will be arranged at our expense.
  • We will replace the product where stock is available.
  • A refund will only be offered where a suitable replacement cannot be provided.
  • The returned DOA product will become our property once a replacement or refund has been provided.

We reserve the right to inspect and test any product returned as DOA. If we determine that the condition of the product has been misrepresented, we reserve the right to refuse the replacement or refund and may charge an AUD $50 handling and administration fee.

Product Problems After Delivery

If your product arrives damaged or develops a defect after delivery, please contact us as soon as possible.

Where a valid claim is received within 30 calendar days of delivery, we will, where possible:

  • Replace the defective product; or
  • Refund the purchase price of the product.

Claims made outside the 30-day period will be considered on a case-by-case basis.

Before a replacement or refund can be processed, the defective product must be returned to us. We will provide instructions and assist with arranging the return where applicable.

Where a replacement is approved, the expected delivery timeframe will be similar to the original delivery timeframe.

Return or Refund Authorisation

All products being returned due to damage or defect require prior authorisation.

Please contact: sales@thedistributorcompany.com.au

Where we provisionally determine that a product is DOA, we will issue you with a Return Authorisation Number.

Products must not be returned without prior authorisation.

Once an Authorisation Number has been issued, the product must be returned within 30 calendar days.

Where possible, returned products should be securely packed in their original packaging and include any accessories, manuals, documentation and other items originally supplied with the product.

Returning a DOA Product

Where we approve a replacement or refund for a DOA product, the original product must be returned to us.

We will provide you with return instructions, including a return docket containing your Authorisation Number where required.

If the product was originally delivered by courier, we may arrange collection of the product on your behalf and advise you of the collection details.

Replacement Products

Where a replacement has been approved:

  • A replacement of the same product will be provided where available.
  • The replacement will be shipped at our expense.
  • The replacement will be dispatched once we have received the returned DOA product.
  • Standard delivery timeframes will apply to the replacement product.

Once the replacement has been provided, the replacement product becomes your property and the returned product becomes our property.

Refunds

Where a refund has been approved:

  • The DOA product must first be returned to us.
  • No refund will be processed until the returned product has been received.
  • Approved refunds will include applicable shipping and associated costs relating to the DOA product.
  • Refunds will be issued to the original payment method used to place the order.

Returns & Exchanges Policy

If you wish to exchange a product that is not faulty, you may do so within 8 weeks of receiving your order.

To be eligible for an exchange, the item must be:

  • Unopened, unworn and unwashed
  • Unmarked and in its original condition
  • Returned with all original tags attached to garments

Return & Exchange Options

We offer two options for returning an item for exchange.

Option 1 – Return Label Provided

We can provide you with a return shipping label and manage the return and replacement shipping process for you.

A $30.00 shipping fee applies, which covers the cost of shipping the item back to us and sending the replacement item to you.

Option 2 – Arrange Your Own Return

You may return the item to us using your preferred shipping method at your own expense.

A $15.00 shipping fee will then apply for us to send the replacement item to you.

Before Returning Your Item

Please contact our Customer Service team before returning your item so we can confirm your preferred return option and arrange your exchange:
sales@thedistributorcompany.com.au

Return Address

Exchange / Returns
49 Lakewood Boulevard
Carrum Downs VIC 3201

If you are arranging your own return, we recommend using a tracked shipping service. We cannot take responsibility for parcels that are lost in transit.