Refund policy
Policy
Ordered the wrong product? No stress - we accept returns within 30 days of your order. Here's how it works, what's eligible, and what it costs. Last updated: 16 May 2026.
Returns at a glance
The facts most customers want to confirm before starting a return.
- 30-day window Returns accepted within 30 days of your order date. After 30 days we can't offer a refund or exchange.
- Stocked items - no restocking fee Items must be returned unopened, undamaged, and unused, in original packaging.
- Non-stocked items - 50% restocking fee Special-order, custom, or back-order items incur a 50% restocking fee. Pre-purchase confirmation of stock status is recommended.
- Customer pays return freight You're responsible for return shipping costs. Use a trackable service for orders over $75.
- Original freight not refunded On change-of-mind returns, the original outbound freight cost is deducted from your refund total.
- Refunded after inspection Refunds are issued to your original payment method once the return has been received and inspected.
Eligibility
Two tiers, depending on whether the item is held in our warehouse or ordered in for you.
Stocked items (held in our warehouse, ready to ship) qualify for a full refund or exchange within 30 days - provided the item is unopened, undamaged, and unused, in its original packaging.
Non-stocked items (special-order, custom, or back-order) are returnable within 30 days but incur a 50% restocking fee. Non-stocked items represent real cost to GO Industrial when returned - special freight, dealer-fee implications, and inventory risk - so the 50% fee covers those costs.
If you're unsure whether an item is stocked or non-stocked, confirm with us before purchase by calling 07 3204 2240 or emailing sales@goind.com.au.
Return process
Five steps from "I want to return this" to refund in your account.
- 1. Email sales@goind.com.au with your order number and reason for return.
- 2. We confirm eligibility (stocked vs non-stocked, condition, timeframe) and provide the return address.
- 3. You ship the item back at your cost. Use a trackable service for orders over $75 - we don't guarantee receipt of untracked returns.
- 4. On receipt, we inspect the item and approve or reject the refund.
- 5. If approved, the refund is processed to your original payment method. The original outbound freight charge is deducted from the refund total on change-of-mind returns.
Return freight and refund deductions
What you pay vs what gets deducted from your refund on change-of-mind returns.
Customers are responsible for return freight charges. Pay for and book the return shipping yourself.
GO Industrial does not refund the original outbound freight cost on change-of-mind returns - the original shipping charge is deducted from the refund total once inspection is complete.
If you're swapping for a replacement item, you're also responsible for the freight on the new outbound order.
For orders over $75, use a trackable shipping service or purchase shipping insurance for the return. We do not guarantee receipt of items that don't arrive.
Faulty, damaged, or warranty items
Different rules - we cover return freight on these.
- + Damaged in transit - inspect on delivery, note damage on the consignment note (or refuse delivery for major damage), contact us within 24 hours with photos.
- + Faulty on arrival - we arrange repair, replacement, or refund at our discretion. Return freight covered by GO.
- + Warranty failure - within manufacturer warranty period, handled directly with the manufacturer or through our authorised service centre at Brisbane HQ.
Common return questions
How do I start a return?
Email sales@goind.com.au with your order number and the reason for return. We'll confirm eligibility and provide the return address within one business day.
How do I know if my item is stocked or non-stocked?
Stocked items ship same-day or next-day from our warehouses (Brisbane HQ or Melbourne). Non-stocked items typically have an extended dispatch timeline shown at checkout. If you're unsure, ask us before ordering.
Why is there a 50% restocking fee on non-stocked items?
Non-stocked items are ordered in specifically for your purchase from our suppliers, often with their own freight and dealer-fee structure. When a non-stocked item is returned, those costs don't reverse. The 50% restocking fee covers the supplier-side costs we've already committed to.
Can I exchange a faulty item?
Yes. Faulty or defective items are not subject to the standard return policy. Contact us with photos and a description and we'll arrange repair, replacement, or refund. We cover return freight on faulty items.
What's the difference between a return and a warranty claim?
A return is for change-of-mind, wrong size, or you've decided you don't need the item. A warranty claim is for items that have failed during normal use within the manufacturer's warranty period. Warranty claims are handled directly with the manufacturer (Graco, Piusi, Wagner, Titan, etc.) or through our authorised service centre at Brisbane HQ.
Do you cover return freight on change-of-mind returns?
No - customer pays return freight on change-of-mind returns. We also deduct the original outbound freight cost from your refund. Faulty and warranty cases are different - we cover those.
What if my refund hasn't arrived?
First check your bank account again. Then contact your credit card company - it may take some time before your refund is officially posted. Next contact your bank - there's often processing time before a refund is posted. If you've done all this and still haven't received your refund, email sales@goind.com.au.
Need to start a return?
Email or call with your order number and reason - we'll confirm eligibility within one business day.