Returns & Refunds
Effective Date: September 2026
At Oakford Tools, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains how returns, refunds, damaged products, and other order issues are handled.
Nothing in this policy is intended to exclude, restrict, or modify any rights or remedies you may have under the Australian Consumer Law (ACL) that cannot legally be excluded.
30-Day Returns
For eligible change-of-mind returns, you may request a return within 30 days of receiving your order.
To be eligible for a change-of-mind return, the item should generally:
-
Be unused and in its original condition
-
Include its original packaging where reasonably possible
-
Include accessories, manuals, parts, and other items supplied with the product
-
Be accompanied by proof of purchase
Please contact us before returning an item so we can provide the appropriate return instructions.
How to Request a Return
To request a return, contact:
Email: support@oakfordtools.com
Please provide:
-
Your full name
-
Order number
-
Product you wish to return
-
Reason for the return
-
Photos of the item and packaging where relevant
Our team will review your request and provide return instructions if applicable.
Please do not send a product back without first contacting us.
Change-of-Mind Returns
If you simply change your mind about a purchase, we may accept an eligible return within the 30-day return period, subject to the conditions outlined in this policy.
Unless otherwise stated or required by law, return shipping costs for change-of-mind returns are the customer's responsibility.
Original shipping charges may be non-refundable for change-of-mind returns.
Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty, or you receive an incorrect product, please contact us as soon as reasonably possible at support@oakfordtools.com.
Include your order number, a description of the issue, and clear photographs where appropriate.
We will assess the issue and provide an appropriate remedy in accordance with applicable Australian Consumer Law requirements.
Depending on the circumstances, this may include a repair, replacement, refund, or another remedy required by law.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Where a product has a major failure, you may be entitled to reject the goods and choose a refund or replacement, subject to the rights and requirements provided by Australian Consumer Law.
For problems that are not major failures, the supplier may have an opportunity to provide an appropriate remedy within a reasonable time.
Your rights under Australian Consumer Law apply independently of our voluntary 30-day change-of-mind policy.
Non-Returnable Items
Certain products may not be eligible for change-of-mind returns where appropriate, including:
-
Gift cards
-
Personalised or custom-made products
-
Products that cannot reasonably be returned for hygiene or safety reasons after being opened or used
-
Items specifically marked as final sale where permitted by law
These exclusions do not limit any rights you may have for faulty or non-compliant goods under Australian Consumer Law.
Return Condition
Change-of-mind items should be returned in a condition that allows us to reasonably inspect and process the return.
Products showing significant use, damage caused after delivery, missing components, or other deterioration unrelated to a product fault may not qualify for a change-of-mind refund.
This does not affect your statutory rights regarding faulty products.
Return Shipping
For approved change-of-mind returns, customers are generally responsible for return shipping costs.
Where an item is faulty, damaged, incorrect, or otherwise covered by applicable consumer guarantees, return shipping arrangements will be handled in accordance with Australian Consumer Law and the circumstances of the claim.
We recommend retaining your return tracking information until your return has been processed.
Refunds
Once an eligible return has been received and assessed, we will notify you of the outcome.
Approved refunds will generally be issued to the original payment method used for the purchase.
Processing times after a refund is issued may vary depending on your bank, card provider, or payment service.
Exchanges
If you would like to exchange an eligible product, please contact us at support@oakfordtools.com.
Exchange availability depends on stock and the circumstances of the return.
Your statutory rights regarding faulty goods are not affected by stock availability.
Order Cancellations
If you need to cancel or change an order, contact us as soon as possible.
We cannot guarantee that an order can be cancelled once processing or dispatch has begun. If the order has already been dispatched, you may need to follow the applicable return process after receiving it.
Refunds for Missing or Lost Deliveries
If you believe your order has been lost during delivery, please contact us with your order number.
We may investigate the shipment with the relevant delivery provider before determining the appropriate resolution.
Contact Us
For questions about returns, refunds, faulty products, or your order, contact:
Oakford Tools
500 Punchbowl Rd
Lakemba NSW 2195
Australia
Phone: +61 478 930 921
Email: support@oakfordtools.com
Website: oakfordtools.com