Returns & Refunds Policy

Last updated: 23 March 2026

Australian Consumer Law

Nothing in this policy attempts to modify or exclude the conditions, warranties, undertakings, and other legal rights available 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to meet acceptable quality standards and the failure does not amount to a major failure.

CustomLink also manages warranty returns and replacements under the structured Warranty Handling Process published in our Warranty Policy.

All warranty claims must be lodged and authorised before products are returned. Unauthorised returns may not be accepted.

Remote technical support provided by CustomLink does not transfer installation responsibility or liability from the installing contractor. Installation workmanship remains the responsibility of the installing party unless CustomLink performed the physical installation under a separate written installation agreement.

Freight

Freight charges applied to the original purchase are non-refundable.

We cover return freight costs where the returned product has been assessed and approved under warranty, or where the product:

  • Is Not Fit For Its Intended Purpose
  • Does Not Match The Agreed Specifications
  • Was Incorrectly Supplied

Freight costs for all other returns are the customer’s responsibility and are non-refundable, although they may be reviewed on a case-by-case basis.

Warranty-Related Returns

Warranty-related returns are governed by the structured Warranty Handling Process and must be submitted through the Warranty Claim Form.

Returns may be accepted where:

  • The Product Has Been Assessed And Approved Under Warranty
  • The Product Is Not Fit For Its Intended Purpose
  • The Product Does Not Match The Agreed Specifications
  • The Product Was Incorrectly Supplied

Non-Warranty Returns

We generally do not accept returns of goods that are:

  • Special Order
  • Pre-Configured
  • Custom-Built

unless a valid warranty or consumer guarantee applies.

We may also decline returns for reasons including:

  • Change Of Mind
  • Incorrect Purchase
  • No Longer Required
  • Found Cheaper Elsewhere
  • Configuration, Programming, Or System Setup Expectations Not Aligned With The Agreed Project Scope

However, non-warranty returns may be considered on a case-by-case basis where all of the following are met:

  • The Return Request Is Submitted Within 30 Days Of Receipt
  • Proof Of Purchase Is Provided
  • The Item, Including Any Parts, Accessories, Instructions, And Packaging, Is Returned In Original Condition
  • The Item Is Unopened And Unused
  • The Packaging Has No Labels, Tape, Writing, Or Physical Damage

If approved, non-warranty returns may be subject to:

  • A Restocking Fee Of At Least 20%
  • Up To $65 For Original Handling, Packaging, And Shipping Costs

Restocking and handling fees apply only to non-warranty returns.

Returns Not Accepted

Any product that requires pre-configuration, is designated as a special order, or is custom-built cannot be cancelled, refunded, or returned for credit unless the return is part of a valid warranty claim or a consumer guarantee applies.

Returns Process

Please allow up to 3 business days for initial processing of returned items.

Customers will be notified by email once the returned item has been received.

A further email regarding the status of the return will normally be issued within 5 business days of receipt.

To start a return, please submit a return request.

If your return request is accepted, we will send instructions on how and where to send your package.

Products must not be returned to the address shown on the shipping label unless specifically instructed, as our products may be shipped from different warehouses or suppliers.

All returns, including non-warranty returns, require prior approval. Products returned without authorisation may not be accepted or processed.

Returned goods must be packaged adequately to prevent damage during return transit. Return of undamaged goods is entirely at the customer’s cost and risk.

Delivery Issues

When you receive your parcel, please inspect it for any visible signs of damage before opening the items.

Please also check that the correct items have been supplied.

If there is a delivery issue:

  • Take Clear Photos Of The Packaging, Labels, And Any Damage
  • Submit A Shipping Issue Claim As Soon As Possible
  • Claims For Visible Damage Or Incorrect Items Should Be Submitted Within 48 Hours Of Delivery
  • If Tracking Shows Delivered But You Have Not Received The Parcel, Please Contact Us Within 24 Hours

Items Found Not Faulty

If returned items are not found to be faulty, a diagnostic fee of $55 to $110 per item may apply, together with return shipping charges.

Labour costs incurred by third-party installers are not recoverable from CustomLink.

For eligible warranty claims, CustomLink may offer an optional Advance Replacement service. Advance Replacement terms, including payment and return timeframes, are defined in the Warranty Policy.

Advance Replacement does not include on-site attendance or labour unless CustomLink originally performed the installation under a written installation agreement.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund has been approved.

If approved, your refund will be processed to your original payment method or, where offered and selected, as store credit or a gift card.

Refunds to the original payment method may take up to 10 business days to appear, depending on your financial institution.

If more than 15 business days have passed since approval and you have not received your refund, please contact sales@customlink.com.au.

Nothing in this Returns & Refunds Policy overrides the structured Warranty Handling Process published in the Warranty Policy. In the event of inconsistency, the Warranty Policy prevails.

Exchanges

If you wish to exchange for other items, the usual method is to request an approved refund as store credit or gift card and then use that credit to purchase the replacement item.

Non-Refundable Items

The following are generally non-refundable unless a valid warranty claim or consumer guarantee applies:

  • Gift Cards
  • Special Order Products
  • Pre-Configured Products
  • Custom-Built Products

Unless CustomLink performed the physical installation under a written installation agreement, warranty claims for supplied products are handled on a back-to-base basis.

Store Credit

Store credit can be used to purchase products and services available through CustomLink, including:

  • Pre-Configuration
  • Deep Dive Support

Store credit may be refunded upon request.

Store credit used for paid support services, including Deep Dive sessions or phone-initiated paid support time, is non-refundable once support time has commenced.

How to Use Store Credit

At checkout, any available store credit will appear under the Payment section and can be applied to your order.

To check your balance:

  • Log In To Our Website
  • Click The User Icon
  • Open Your Order History Page
  • Select Profile

Any available store credit will be shown in your account.