Returns, Refunds & Replacements

We do not accept change-of-mind returns.

You are responsible for measuring your job, specifying the correct product, and ordering the correct quantity. Steel droppers, posts, wire and fencing hardware are heavy, bulky and freight-intensive — restocking change-of-mind orders is not commercially viable.

1. What we will replace or refund

We will replace or refund goods that are:

Broken or damaged in transit (reported within the timeframe below);
Materially defective in workmanship or materials (e.g. failed welds, missing galvanising);
Not as described on our site or in the quote;
Otherwise failing to meet a consumer guarantee under the Australian Consumer Law.

2. Claim window

Transit damage and shortages must be noted on the delivery docket at handover and reported to us within 7 days of delivery.
Latent defects must be reported within 7 days of discovery.
Damage discovered after the 7-day window is assessed case-by-case and may be refused.

3. How to lodge a claim

Email sales@thestarguys.com.au with:

Your invoice number;
Clear photos of the damaged or defective goods and the original packaging / pallet / strapping;
A photo of the delivery docket showing any damage note;
Quantity affected.

Do not install, cut, modify or otherwise use the affected goods until the claim is resolved.

Using damaged goods is treated as acceptance and may void the claim.

4. Remedy

For minor failures, we choose the remedy — repair, replacement or refund — as permitted by sections 259–263 of the Australian Consumer Law.

For major failures (goods that are unsafe, substantially unfit for purpose, or significantly different from description), you may choose between a replacement and a refund, and you are entitled to compensation for reasonably foreseeable loss or damage.

5. Freight on claims

Approved claims: we cover return freight (if required) and freight on the replacement.
Rejected claims: return freight is at your cost, and goods will be returned to you or held pending payment.

6. Non-returnable items

The following are non-returnable except where they fail to meet an Australian Consumer Law guarantee:

Custom-manufactured or cut-to-length items;
Special-order product not held in our normal range;
Goods that have been installed, modified, cut, drilled, painted or used.

7. Refund method

Approved refunds are processed to the original payment method within 10 business days of approval.

8. Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

This policy is in addition to, and does not limit, those rights.