At Supply House HQ, your satisfaction is our priority. We understand that sometimes things don’t go as planned — whether due to incorrect items, damaged goods, or a change of mind. Below is our clear and transparent return and refund process to make things easier for you.

What Can Be Returned

You may return an item if it meets all the following criteria:

  • The item is unused, unopened, and in its original packaging

  • The return request is made within 7 days of receiving the product

  • You provide a valid proof of purchase or order reference

What Cannot Be Returned

We cannot accept returns for:

  • Products that have been opened, used, or tampered with (unless faulty)

  • Customised or special-order items

  • Clearance or marked “Final Sale” items

  • Any product returned after 7 days of delivery unless it is faulty or incorrect

Faulty, Incorrect, or Damaged Items

If you receive a product that is damaged, defective, or not what you ordered:

  • Please contact us within 48 hours of delivery

  • Provide clear photos of the item and packaging

  • We will arrange either a replacement or a full refund, and cover the return cost

Change of Mind Returns

If you’ve changed your mind and wish to return an item:

  • Returns are accepted within 7 days of delivery

  • The item must be in resalable condition

  • Return delivery is the responsibility of the customer

  • A restocking fee may apply for large or bulk items

Refund Process

Once we receive your returned item:

  1. We’ll inspect it within 3–5 business days

  2. If approved, we’ll initiate the refund via your original payment method

  3. Refunds typically reflect in your account within 7–14 business days, depending on your bank

We will notify you by email once your return has been processed and the refund has been issued.

How to Return an Item

To begin a return:

  1. Email us at info@supplyhousehq.com.au with your order number and reason for return

  2. We’ll reply with return instructions and a return label (if applicable)

  3. Package the item securely and send it back to the address provided

Your Peace of Mind

Our returns policy is designed to ensure fairness while maintaining product safety and hygiene standards — especially important in industries like childcare, aged care, and commercial cleaning.

If you have any questions, our support team is here to help you every step of the way.