Last updated: September 2026
Metrobuild wants customers to receive the correct products in satisfactory condition. This policy operates in addition to customers’ rights under the Australian Consumer Law.
3.1 Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Where goods fail to meet an applicable consumer guarantee, customers may be entitled to a repair, replacement, refund or other remedy depending on the circumstances. Statutory rights are not limited by the timeframes applying to voluntary change-of-mind returns.
3.2 Damaged, faulty or incorrect products
Customers should inspect goods as soon as reasonably practicable after collection or delivery. Where an order is visibly damaged, incorrect or incomplete, please contact Metrobuild promptly and, where possible, provide:
- invoice or order number
- photographs of the product and packaging where relevant
- quantity affected
- description of the issue
For commercial customers, Metrobuild may request written notification of delivery or non-conformity claims within seven (7) days. This timeframe does not remove any rights that cannot lawfully be excluded. Metrobuild may need to inspect products or obtain information from the relevant manufacturer before determining the appropriate remedy.
3.3 Change of mind
Metrobuild is not required to provide a refund or exchange where a customer simply changes their mind. However, Metrobuild may consider a change-of-mind return at its discretion where prior approval has been obtained and the product is unused, undamaged, in original packaging, suitable for resale, accompanied by proof of purchase and is a normally stocked item.
A reasonable restocking, freight or handling charge may apply where permitted and will be advised before the return is accepted.
3.4 Products generally not eligible for change-of-mind return
- custom-made or specially ordered products
- non-stock products ordered specifically for a customer
- cut or fabricated materials
- tinted paint, texture, render or coatings
- custom-coloured products
- opened bags, pails, cartridges or chemical products
- products with damaged or missing packaging
- clearance products identified as final sale
- products that cannot safely be resold
- goods damaged through incorrect transport, storage, handling or installation after supply
3.5 Return approval
Goods should not be returned to the warehouse until Metrobuild has approved the return. Approval to send goods back does not automatically mean a refund has been approved; goods may need to be inspected first.
3.6 Refund method
Approved refunds will generally be processed back to the original payment method where practicable. Processing times may vary depending on the payment provider or financial institution. Delivery, freight, handling or special-order charges may be non-refundable where permitted by law and where those services have already been supplied.
3.7 Proof of purchase
Metrobuild may request an invoice, receipt, order confirmation, account transaction record or other reasonable proof of purchase before processing a return, exchange, warranty claim or refund.
3.8 Manufacturer assessment
Some product claims may require inspection or technical assessment by the manufacturer or supplier. Metrobuild will assist with the process where reasonably possible, but manufacturer assessment requirements do not reduce any rights that apply under Australian Consumer Law.
3.9 How to request a return or refund
Contact Metrobuild on 03 7577 7976 or email info@metrobuildsuppliers.com.au with your order details and the reason for the request before returning goods.
