Returns

Returns, Refunds & Damaged Goods

Woollahra Group is committed to supplying products that are accurate, fit for purpose and delivered in acceptable condition. If there is a problem with your order, please contact us promptly so our team can investigate and provide an appropriate solution.

Damaged, Faulty or Incorrect Products

Please contact us if a product:

  • Arrives damaged or leaking
  • Is faulty or defective
  • Does not match the product ordered
  • Is missing from your delivery
  • Is supplied in an incorrect quantity

Where possible, provide your order or invoice number, details of the issue and clear photographs of the product and packaging.

Please retain the affected goods and packaging until our team advises whether they need to be inspected, collected or returned.

Depending on the circumstances, an appropriate remedy may include replacement, repair, account credit or refund.

Australian Consumer Law

Our products come with guarantees that cannot be excluded under the Australian Consumer Law where those guarantees apply. Nothing in this policy limits any rights or remedies available under applicable legislation.

The remedy available for a faulty product will depend on the nature and seriousness of the problem. ACCC

Change-of-Mind Returns

Change-of-mind returns are not automatically accepted and require prior approval from Woollahra Group.

Approved products must generally be:

  • Unused, unopened and undamaged
  • In their original packaging
  • Suitable for resale
  • Accompanied by proof of purchase
  • Returned according to the instructions provided by our team

Return freight, collection charges and any reasonable restocking costs may apply to approved change-of-mind returns.

Please do not return products without first receiving authorisation from Woollahra Group.

Products That May Not Be Returnable

Unless faulty or otherwise required by law, returns may not be accepted for:

  • Opened or partially used chemical products
  • Custom-made, specially ordered or non-stock products
  • Products damaged through misuse or incorrect storage
  • Personal protective equipment or hygiene products with opened packaging
  • Clearance products identified as final sale
  • Products that cannot be safely transported or resold

Return Freight

If Woollahra Group confirms that an incorrect, damaged or faulty product was supplied, we will provide instructions regarding collection or return.

For approved change-of-mind returns, the customer is generally responsible for return freight and ensuring that the products reach Woollahra Group safely.

How to Request a Return

Before returning any product, contact us with:

  • Your business name
  • Order or invoice number
  • Product name and quantity
  • Reason for the return
  • Photographs where relevant
  • Your preferred resolution

Phone: (08) 6245 9921
Email: customer.service@woollahragroup.com.au

Our team will review the request and provide the next steps.