Refund Policy
Refund Policy
Last updated: April 2026
At Sprinklers and Fittings Online, we are committed to providing quality products and fair service. This policy outlines our obligations under IB International Pty Ltd's policies under our Terms and Conditions, our acknowledgement of Australian Consumer Law (ACL) and the process for requesting a remedy.
1. Your Rights Under Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. If a product has a major failure, you are entitled to choose between a replacement or a full refund. If a product has a minor failure, we are entitled to choose how we remedy the issue, which may include a free repair within a reasonable timeframe. If we cannot or do not repair a minor failure within a reasonable time, you are then entitled to a replacement or refund. The goods must be returned, initially at the customer's expense, in order for us to investigate. If the size of the equipment makes this prohibitive, then IB International Pty Ltd reserves the right to apply conditions of reasonable means to investigate the claim further.
NOTE: All sales by IB International Pty Ltd, Sprinklersandfittingsonline and any subsidiary of IB International Pty Ltd remain transacted solely under the Terms and Conditions of IB International pty Ltd, regardless of any customer's own terms and conditions. this is a non-negotiable term and condition of purchase, clearly noted on IB International communications.
2. Change of Mind
Under Australian Consumer Law, we are not required to provide a refund or exchange if you simply change your mind, find the product cheaper elsewhere, or decide you no longer have a use for it.
3. Reporting a Faulty or Incorrect Item
If a product you receive is faulty, damaged, or does not match its description, please contact us as soon as reasonably possible at info@sprinklersandfittingsonline.com.au.
We ask that faults be reported within 30 days of delivery. Claims made after this period may still be assessed, however delays in reporting may be taken into account when determining whether a fault existed at the time of supply.
To help us assess your claim promptly, please provide:
- Your order number and proof of purchase
- A clear description of the fault or discrepancy
- Photographic or video evidence of the defect or damage
We reserve the right to assess the product before providing any remedy. If the product is confirmed to have a major failure in accordance with the above, you may choose a replacement or full refund. For confirmed minor failures in accordance with the above, we will arrange a repair at no cost to you.
4. Proof of Purchase
A valid proof of purchase is required for all claims. This may include a tax invoice, order confirmation email, or bank/card transaction record that shows the date, amount, and item purchased from Sprinklers and Fittings Online. We are unable to process claims without adequate proof of purchase.
5. Return Process
Please contact us before sending any items back. Items returned without prior authorisation will not be accepted.
Where a return is authorised, we ask that the item be:
- In its current condition (the product does not need to be in original packaging for a consumer guarantee claim)
- Accompanied by proof of purchase
- Returned within 10 business days of our authorisation. Items not returned within this period may require a new claim to be lodged.
For products that can be posted or easily returned, the customer is responsible for return shipping. If the item is confirmed to be faulty or incorrectly supplied, we will reimburse reasonable return postage costs upon provision of a receipt. For large, heavy, or hard-to-remove products, we will consider and instruct appropriate methods of investigation.
If we assess a returned product and determine it does not have a fault, you may be liable for reasonable inspection and return freight costs. These costs will be communicated to you before inspection begins, and by proceeding with the return you acknowledge and accept these potential costs.
6. Exclusions
A remedy under this policy will not apply where:
- The product fault was caused by misuse, neglect, abnormal use, or failure to follow product instructions or specifications
- The product has been modified or altered in a way that caused the fault
- Damage resulted from normal wear and tear, or from continued use after a fault became apparent
- You were made aware of the fault or limitation before purchase
- The item was a special order or custom-cut product made to your specifications (unless the item is faulty or does not match what was ordered)
7. How to Make a Claim
All claims should be submitted in writing to info@sprinklersandfittingsonline.com.au with the information listed in Section 3. We aim to respond within 10 business days of receiving your claim. A remedy will be provided once we have completed our assessment.
8. Refund Method
Where a refund is approved, it will be issued to the original payment method. Refunds will be for the amount paid for the product in the case of a major failure. We do not offer store credit in lieu of a refund unless you agree to this in writing.
9. Contact Us
If you have any questions about this policy or need to make a claim, please contact us at: