Refund policy

1. Return Eligibility

You have 30 days from delivery to request a return for eligible items purchased directly from Vetrahardware.

  • Items must be unused and unworn, with tags attached and in the original packaging.
  • Final-sale/clearance items and gift cards are not eligible.

2. Start a Return

Please contact us at support@vetrahardware.com.au before sending anything back. We’ll reply with return instructions and the return location. In your email, include the following details:

  • Invoice & order number
  • Order name
  • Item(s) to return
  • Reason for return
  • Any relevant photos/details

Return address: Outbox 3PL, 1a/19 Berry St, Clyde NSW 2142
Access note: Left unit after entering Gateway@Granville.

Important: Do not send back any items without first contacting us. Without prior notice, our warehouse cannot verify which order a return belongs to, and this may affect your refund.

3. Return Postage

For change-of-mind returns, the customer is responsible for the return postage.

4. Damaged, Faulty or Incorrect Items

Please inspect your order as soon as you receive it and contact us immediately if the item is damaged, defective, or not what you ordered. Kindly include photos of the item in your email so we can resolve the issue as quickly as possible.

You will not need to pay the return postage fee for damaged, faulty, or incorrect items.

5. Refunds

After we receive and inspect your return, we’ll notify you whether your refund has been approved. If approved, we will process the refund within 10 business days to your original payment method. Please note that your bank or credit card provider may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at support@vetrahardware.com.au.

6. Exchanges

We accept exchanges.
To exchange an item, please return the product to our return address. Once we’ve received and inspected the returned item, confirming that it is in its original condition, we will proceed with sending the replacement item to you.

But the quickest way to get the item you want is to return the product you have and then place a new order for the replacement item.

Your original order will go through the normal return process. Once we’ve received and inspected the returned item, a refund will be issued to your original payment method within 10 business days.