Refund policy

Returns & Refunds Policy

Policy Summary

Nordin Industries Australia accepts returns on eligible construction materials under the conditions set out in this policy. All claims must be initiated within the applicable return window and accompanied by valid proof of purchase. Returns are subject to inspection and may incur restocking and freight charges.

This policy applies to all commercial (B2B) and retail (B2C) customers. Where distinctions exist between customer types, they are clearly marked. This policy does not affect your statutory consumer rights.

Key Principle

Materials must be returned in their original, uninstalled, undamaged condition with all packaging intact. Opened or partial pallets may be refused or subject to additional handling fees.

Section 01
Eligibility & Timelines

Return eligibility is determined by product category and customer type. The clock begins on the documented delivery date (or collection date for in-store pickup).

All customers are eligible for the return of the damaged or incorrect goods. Special conditions are, the damaged goods need to be rejected, or Nordin Industries should be made aware on the date of the delivery. Once the shipment is accepted by signing of delivery docket, damage claims will be invalid. Incorrect goods need to be reported within 3 days of receiving. Both Damaged and Incorrect Good declarations will require photographic evidence.

For B2C clients, return and refunds will be available for the products which are packed and in unused condition within 14 days of purchase. Nordin Industries keep the right to refuse the return and refund according to the condition and outcome of the inspection of the returned products.

All timelines are calendar days unless otherwise stated.

Condition Requirements: Items must be in a resaleable condition — clean, dry, free from site contamination, and accompanied by the original delivery docket or invoice. Partial bags, opened containers, or mixed pallets are assessed individually and may be declined.

Section 02
Exclusions

The following categories are explicitly excluded from our standard returns policy. Items falling within these categories will not be accepted for return or exchange under any circumstances other than a proven manufacturing defect covered by a current manufacturer warranty.

• Individual & Out of box items
  Any product sold in reduced number or out of original packaging as per customer request.
• Special & Made-to-Order Products
  Any item not held as standard stock and ordered specifically for the customer.
• Installed or Used Products
  Any material that has been mixed, installed, applied, or incorporated into works.
• Clearance & End-of-Line Stock
  All products sold as clearance, ex-display, seconds, or at special discount pricing.
• Site-Contaminated Materials
  Products returned with mud, cement, paint, or other on-site contamination.

Important
Attempting to return excluded items without prior written approval will result in the goods being refused and returned freight-collect. Repeated unauthorised returns may result in account suspension.

Section 03
Fees & Deductions

Approved returns are subject to the following charges, which will be deducted from the refund or credit note issued. All fees are exclusive of GST where applicable.

Scenario	Customer	Restocking Fee	Freight
Damaged / incorrect goods (Nordin error) Within 3 days of delivery	All	Nil	Nil — we collect
Change of mind return Within 7 days, item unused	B2C	15%	Customer's cost
Change of mind return Day 7–14, item unused	B2C	35%	Customer's cost
Latent manufacturing defect Within 30 days, defect confirmed	All	Nil	Nil — we collect
Refused / non-compliant return Items not meeting return criteria	All	100% (declined)	Freight-collect

Minimum restocking fee: $25 ex GST. Fees are calculated on the original invoiced price before any discounts. Refunds are issued by the same payment method as the original transaction within 15 business days of receiving and inspecting returned goods.

Section 04
Return Process

Follow these steps to initiate a return. Incomplete claims or goods sent without authorisation will be refused. Processing time is 5–10 business days from receipt of goods at our warehouse.

1. Initiate Your Claim
   Contact our customer service team via phone or email. Provide your invoice number, product SKU, and reason for return.
   Website · Phone · Email
2. Submit Evidence
   Sent evidence via email including clear photographs of the product condition, packaging, batch number, and any visible damage. For defect claims, include the delivery docket and a written description of the issue.
   Photos Required · Batch Number (Delivery Docket) · Invoice Copy
3. Receive RMA Number
   Our team will assess your claim within 4 business days. If approved, you will receive a Return Merchandise Authorisation (RMA) number and return instructions by email. Do not dispatch goods until an RMA is issued.
   4 Business Days · Email Confirmation
4. Package & Label Goods
   Securely package the items in original or equivalent packaging. Affix the RMA number visibly to the outside of each carton or pallet. Ensure all batch certificates, data sheets, and accessories are included.
   Original Packaging · RMA Label · Certs Included
5. Dispatch to Warehouse
   Arrange freight to our nominated warehouse address (provided in your RMA email). For Nordin error returns, we will schedule a collection. Retain your proof of shipment until refund is confirmed.
   Proof of Shipment · Insure Goods
6. Inspection & Refund
   Goods are inspected within 3 business days of receipt. If accepted, a refund or credit note is issued within 15 business days. If declined, you will be notified in writing with the reason and options for recourse.
   3 Days Inspection · 15 Days Refund · Written Outcome

Section 05
Disputes & Statutory Rights

If you are dissatisfied with the outcome of a return claim, you may escalate to our Business Development Manager in writing at sales@nordins.com.au. We will respond in writing within 5 business days.

Nothing in this policy limits or excludes any guarantee, right, or remedy that cannot be excluded under the Australian Consumer Law (ACL) or applicable state legislation. Consumer guarantees apply automatically and cannot be waived by agreement.

Australian Consumer Law

If a product fails to meet a consumer guarantee under the ACL, you are entitled to a repair, replacement, or refund. A major failure entitles you to your choice of remedy. This policy operates in addition to, not instead of, your ACL rights.

Appendix A
Quick Reference Summary

Item	Value
Damaged goods report	3 calendar days
B2C change of mind	14 calendar days
Latent defect window	30 calendar days
RMA approval time	4 business days
Restocking fee (B2C, days 1–7)	15% of invoice value
Restocking fee (B2C, days 7–14)	35% of invoice value
Minimum restocking fee	$25 ex GST
Refund processing time	15 business days

Appendix B
Contact Information

Trade & B2B Desk (02) 9588 4422	Retail Customer Service (02) 9588 4422
Returns Email sales@nordins.com.au	Operating Hours Monday – Friday, 7:30am – 4:30pm AEST

Warehouse Address
27 Atkinson Road, Taren Point NSW 2229

Website
www.nordins.com.au