Returns & Refund Policy

Our policy on product returns, exchanges and refunds — your rights under the Australian Consumer Law and how to make a return claim.

At SafetyVest.com.au, we stand behind the quality of every product we supply. We want you to be fully satisfied with your order. This Returns & Refund Policy sets out the circumstances in which you may return a product, the process for doing so, and the remedies available to you.

This Policy operates alongside and does not exclude your rights under the Australian Consumer Law (ACL). Where your ACL rights provide a broader remedy than this Policy, your ACL rights will prevail.

Our Commitment to You

If we make an error in your order — wrong product, wrong size, wrong print, or a production defect — we will fix it at no cost to you. Full stop. Contact us within 14 days of delivery and we will work quickly to resolve the issue.

Your Rights Under the Australian Consumer Law

Under the ACL, you have consumer guarantees that cannot be excluded. Our products must be:

Of acceptable quality — safe, durable, free from defects and fit for the purpose that goods of that type are commonly supplied for
Fit for the particular purpose you made known to us before purchasing
As described — matching the description in our product listings, quotes and confirmations
Matching any sample or demonstration we provided

If any product fails to meet these guarantees, you are entitled to a remedy. The type of remedy depends on whether the failure is major or minor:

Failure Type

Your Remedy

Major failure (product would not have been purchased if the problem was known; substantially unfit for purpose; or unsafe)

Your choice of: full refund, identical replacement, or compensation for loss or damage

Minor failure (a problem that can be fixed)

We may choose to repair, replace or refund. You cannot demand a refund for a minor failure if we offer a reasonable repair

Consequential loss (loss flowing from the failure

You may claim compensation for reasonably foreseeable losses directly attributable to the failure

Eligible Returns — Standard (Non-Custom) Products

For standard products that have not been customised in any way, we accept returns within 30 days of delivery in the following circumstances:

The product is faulty or defective (see also Section 9)
The product does not match the description in our listing or your order confirmation
We sent you the wrong product, wrong size or wrong colour
The product was damaged in transit (see Section 8)

To be eligible for a return, the product must be:

Returned in its original, unworn, unwashed condition
Returned with all original tags and labels attached
Accompanied by your order number and a brief description of the reason for return

Change of Mind Returns

We are not obligated under the ACL to accept returns for change of mind. We do not accept change-of-mind returns for standard products. We strongly recommend using our detailed size guide before ordering and contacting our team with any sizing questions prior to purchase.

Custom Order Returns Policy

Custom Orders — products printed, embroidered or otherwise personalised with your Artwork — are produced specifically for you and cannot be resold. As such, custom products are not eligible for return or refund except in the following circumstances:

The product is faulty or defective in manufacture (not a result of your approved Artwork)
We produced the order materially differently from the approved Proof
We used an incorrect vest style, colour, size mix or print method contrary to your confirmed order
The print quality does not meet a commercially acceptable standard (e.g., severely faded, blurred, or peeling immediately after first wear without improper washing)

Approved Proofs Are Final

We are unable to accept returns or issue refunds for custom products where the issue was present in the Proof that you approved in writing — including spelling errors, logo sizing, colour choices or placement decisions made by you during the design process. Please review your Proof with care before approving it.

If you receive a Custom Order that you believe was produced incorrectly relative to the approved Proof, you must notify us within 14 days of delivery, provide photographs of the issue and retain all packaging. We will assess the claim and offer a replacement or refund where the error was ours.

How to Return a Product

To initiate a return, please follow these steps:

Contact us within the return window — Email sales@sandsindustries.com.au with your order number, a description of the issue and photographs if applicable (particularly for damage, defects or print quality issues). Do not send a return without first contacting us.
Await return authorisation — We will assess your claim and respond within 2 business days with a Return Merchandise Authorisation (RMA) number and return instructions if the return is approved.
Package and send the return — Pack the product securely using the original packaging where possible. Include your order number and RMA number inside the package. Ship to the return address provided in our instructions.
Use tracked postage — We strongly recommend using a tracked and insured postage method for all returns. Sands Industries is not responsible for returns lost or damaged in transit.
Return shipping costs — Where we are at fault (wrong product, defective product, our production error), we will cover the cost of return postage or provide a prepaid label. Where the return is due to a customer error (e.g., incorrect size ordered), return postage is at the customer’s expense.

Do Not Return Without Authorisation

Returning a product without first receiving an RMA number from us may result in delays in processing your return or in the return being refused. Always contact us first.

Refunds — How & When

Where a refund has been approved, we will process it using the same payment method used for the original transaction:

Payment Method

Refund Timeframe

Credit / Debit Card

3–7 business days from refund approval (may vary by card issuer)

Bank Transfer (EFT)

2–4 business days from refund approval to the originating account

PayPal

1–3 business days from refund approval

We will notify you by email when your refund has been processed. If you have not received your refund within the timeframes above, please first check with your card issuer or bank before contacting us.

Partial Refunds
In some circumstances — for example, where only part of an order is faulty, or where a return is accepted for only some items in a multi-item order — a partial refund may be issued. The amount will be confirmed in writing before the refund is processed.

Shipping Cost Refunds
Where a return is due to our error (wrong product, defective product, production error), original shipping costs will be refunded in full. Where a return is for any other eligible reason, original shipping costs are refunded only if the entire Order is being returned.

Exchanges

We offer exchanges on standard (non-custom) products within 30 days of delivery, subject to the following conditions:

The product must be unworn, unwashed and in original condition with all tags attached
The item you want to exchange for must be in stock
Exchanges are available for a different size or colour of the same product only
Return postage for exchanges is at the customer’s expense (unless the exchange is due to our error)
We will dispatch the exchange item at no additional shipping charge once the original item is received

To request an exchange, contact us at sales@sandsindustries.com.au with your order number and the exchange details required.

Products Damaged in Transit

While we take care to pack all orders securely, damage can occasionally occur during transit. If your order arrives visibly damaged:

If possible, note the damage with the delivery driver or on the delivery receipt at the time of delivery
Take photographs of the damaged packaging and products before opening or handling further
Contact us within 5 business days of delivery with photographs and your order number
Retain all packaging materials until the matter is resolved

We will arrange a replacement or refund for orders damaged in transit at no additional cost to you. We may need to lodge a claim with the courier provider and may request the original packaging and product to be retained or returned during this process.

Report Damage Promptly

Transit damage claims reported more than 5 business days after delivery may be declined, as courier providers impose strict time limits on damage claims. Please contact us as soon as possible upon noticing damage.

Faulty or Defective Products

If a product develops a fault during normal use — including stitching failure, retroreflective tape delamination, zipper failure or print cracking under normal wash conditions — please contact us with your order number and photographs of the fault.

We will assess the fault and determine whether it is a manufacturing defect or a result of abnormal use, incorrect washing or natural wear. Where a manufacturing defect is confirmed, we will offer a replacement or full refund in accordance with your rights under the ACL.

What Is Not Covered Under This Policy

Fading or wear resulting from normal use over time — safety vests have a finite service life and degradation over time is expected
Damage caused by improper use, washing contrary to care instructions, chemical exposure or physical abuse
Retroreflective tape degradation resulting from industrial washing solvents, bleach or high-temperature drying
Damage caused by wearing the vest in conditions beyond its specified compliance class (e.g., using a Class D vest in a Class R environment)
Minor cosmetic variations between the digital Proof and the finished product that fall within commercially acceptable print tolerances

Contact Us — Returns & Refunds

For all returns, refund and exchange enquiries, please contact our Customer Service team:

Email

sales@sandsindustries.com.au

Phone

+61 477 123 699

Response Time

Within 2 Business Days

Please include your order number, a clear description of the issue and supporting photographs in your initial contact. This will allow us to assess your claim as quickly as possible.

If you believe we have not adequately addressed your complaint, you may contact the Australian Competition and Consumer Commission (ACCC) at accc.gov.au or your state fair trading office.