Refund policy

Last updated: 23 October 2026

Steel Pack is an Australian business, and our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). This policy explains how returns, refunds and replacements work. Nothing in it limits your rights under the ACL.

Faulty, damaged or not as described

You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This applies if your item:

arrives faulty or damaged,
is significantly different from its description or photos,
is not what you ordered, or
doesn't do what we said it would, or doesn't last a reasonable time.

What to do: email steelpackau@gmail.com with your order number, a short description of the problem and a photo. We'll reply within 2 business days. If we need the item back, we'll send you a prepaid return label or reimburse your reasonable return postage. Please don't send items back before contacting us, as returns go to our warehouse rather than a shop.

Major failure: you choose a refund or a replacement.
Minor failure: we'll repair, replace or refund within a reasonable time.

Change of mind

We don't offer refunds or exchanges if you simply change your mind, for example if you no longer want an item. Please check the size guide and measurements on each product page before ordering. Our breed finder can help you pick the right size.

Ordered the wrong size? Email us as soon as possible. If your order hasn't been dispatched yet, we'll happily change it.

Cancellations

You can cancel an order for a full refund any time before it is dispatched. Email us with your order number. Once an order has shipped, it can't be cancelled.

Lost or damaged in transit

If your parcel hasn't arrived within 15 business days of dispatch, or arrives damaged, contact us and we'll work with the carrier to resend your order or refund you.