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Return Policy

1. General Conditions for Returns2. Eligible Products for Return3. Non-Returnable Products4. Damaged or Defective Products5. Change of Mind Returns6. Return Process7. Refund Process8. Exclusions9. Australian Consumer Law10. Contact Us


At Koala Fencing, customer satisfaction is a priority. This policy outlines the terms and conditions under which returns, exchanges, and refunds are accepted for our PVC fencing, accessories, custom gates, gate automation products, and hardware.

1. General Conditions for Returns

To be eligible for a return, the product must:

  1. Be unused and in its original condition.
  2. Include all original packaging, accessories, and documentation.
  3. Be returned within 14 days of delivery for standard products.

2. Eligible Products for Return

Returns are accepted for:

  1. Standard PVC fencing and accessories.
  2. Gate automation products and hardware, provided they are in unused condition.
  3. Products with manufacturing defects or that do not comply with Australian Consumer Law guarantees.

3. Non-Returnable Products

The following items are not eligible for return unless proven defective:

  1. Custom Products: Custom gates and specially fabricated items.
  2. Used Batteries: Batteries showing signs of use or tampering.
  3. Installed Items: Products that have been installed or altered.

4. Damaged or Defective Products

If you receive a product that is damaged or defective:

  1. Notify us within 3 days of delivery.
  2. Provide the following information:
    • Proof of purchase (e.g., tax invoice or receipt).
    • Description and photographs of the damage or defect.
  3. We will, at our discretion:
    • Replace the product,
    • Repair the product, or
    • Issue a refund.

5. Change of Mind Returns

  • Returns for change of mind are not accepted for custom-made products or items outside standard inventory.
  • For eligible products, change of mind returns must meet the general return conditions, and a restocking fee of 15% may apply.

6. Return Process

To initiate a return:

  1. Contact Us:
    Email support@koalafencing.com.au or call 07 2139 8880 with your request.
  2. Approval:
    Our team will review your request and provide a Return Merchandise Authorisation (RMA) if eligible.
  3. Return Shipping:
    • Customers are responsible for return shipping costs unless the product is defective.
    • Ship the product to our warehouse (return address to be confirmed by our support team).

7. Refund Process

Once your return is received and inspected:

  1. You will be notified of the approval or rejection of your refund.
  2. If approved, refunds will be processed within 7-10 business days and applied to your original payment method.

8. Exclusions

Refunds or returns may not be approved if:

  1. The product shows signs of misuse, tampering, or improper installation.
  2. Damage occurred after delivery due to negligence or environmental factors.
  3. The return request was made outside the specified timeframes.

9. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Customers are entitled to:

  • A replacement or refund for major failures.
  • Compensation for foreseeable loss or damage.
  • Repairs or replacements for minor failures.

10. Contact Us

For questions about this policy or to initiate a return, please contact us:

Email: support@koalafencing.com.au

Phone: 07 2139 8880