Returns & Refunds

At Builders Centre, we are committed to providing quality products and standing behind everything we supply. If you need to return an item, please review the conditions below. This policy applies to all purchases made through builderscentre.com.au.

Return Window

We accept returns within 30 days of purchase for both defective and non-defective products, subject to the conditions outlined below.

Change of Mind Returns

We understand that sometimes you may change your mind. Change of mind returns are accepted under the following conditions:

  • The item is returned within 30 days of purchase
  • The item is unused, in its original packaging, and in a resalable condition
  • Proof of purchase (receipt or invoice) is provided
  • Returns are subject to inspection and approval
  • Return shipping is at the customer's cost — we do not provide prepaid return labels
  • No restocking fees apply

Change of mind returns are not accepted for:

  • Custom-made or special-order items
  • Items that have been installed, used, or modified

Faulty or Defective Items

If you receive a faulty or defective item, please contact us as soon as possible. We will assess the product and, if found to be faulty, offer a replacement, repair, or refund in accordance with Australian Consumer Law.

  • Notify us within 48 hours of delivery or collection
  • Provide photos where possible to assist our assessment
  • Return shipping costs for faulty items will be assessed on a case-by-case basis in accordance with Australian Consumer Law

Exchanges

We accept exchanges within 30 days of purchase. Items must be unused and in original packaging. Please contact our team to arrange an exchange before returning your item.

Non-Returnable Items

The following items are not eligible for return:

  • Special order or custom-cut items
  • Made-to-order materials
  • Cement and other perishable construction materials
  • Clearance or discontinued items (unless faulty)
  • Items that have been installed, used, or modified
  • Items damaged due to misuse or neglect

How to Return an Item

  1. Contact our customer service team at online@builderscentre.com.au or 1300 175 635 to initiate your return
  2. Provide your proof of purchase (receipt or invoice)
  3. Return the item in store at either Builders Mitre 10 location, or ship it to 400 Fifteenth Avenue, Austral NSW 2179 at your cost

Return Methods

  • By post: Ship to 400 Fifteenth Avenue, Austral NSW 2179 — return shipping is at the customer's cost
  • In store: Return to either Builders Mitre 10 location during business hours

Refunds

  • Approved refunds are processed via the original payment method
  • Please allow 5 business days for the refund to be processed after approval
  • No restocking fees apply

Your Rights Under Australian Consumer Law

This policy operates alongside your rights under the Australian Consumer Law. You are entitled to a refund, replacement, or repair if a product is faulty, not fit for purpose, does not match its description, or is unsafe. These rights cannot be excluded, restricted, or modified.

Contact Us

For any questions regarding this policy or to initiate a return, please contact our team:

  • Phone: 1300 175 635
  • Email: online@builderscentre.com.au
  • Hours: Monday to Friday, 7:00am to 5:00pm AEST
  • Address: 400 Fifteenth Avenue, Austral NSW 2179