Oxworks' Returns Policy is in addition to your rights under the Australian Consumer Law because we want you to be happy with your purchase. Please read the following carefully to ensure you are fully aware of your rights under this policy and our obligations to you.

Allowable Returns

Oxworks will accept product returns and provide you with a refund, replacement product or repair where:

• The product is faulty or is not of acceptable quality; or
• The product is not fit for its intended purpose; or
• The product does not match the sample or description; and
• You can provide an invoice or other adequate proof of purchase

Oxworks reserves the right not to offer a refund, replacement product or repair where the item fault is a result of misuse, damage or neglect.

For quality control reasons, concrete mix products are non-returnable. Once purchased, Oxworks cannot confirm that the product has remained in its original state. To avoid any potential issues with compromised materials, Oxworks does not accept returns on these items.

Change of Mind Returns

Oxworks is not legally obliged to offer a refund or exchange if you simply change your mind, over order product quantities, or choose incorrect products. However, we understand that sometimes circumstances may change and want to assist where possible. This request will be reviewed on a case by case basis by Oxworks Management. We reserve the right to charge an appropriate restocking fee of 15% or $50 (whichever is greater) to recoup the costs of processing the return and returning the goods to our shelves. Our staff will only consider a refund or return if:

• The goods are returned in original packaging; and
• The goods are not damaged, scratched, marked, dented or soiled in any way; and
• The goods are individually fit for resale as a “new” product; and
• The goods are returned within 21 days from date of purchase.

Change of mind returns are at the absolute discretion of Oxworks Management, however, our commitment to our customers is to act reasonably in these circumstances, without disadvantaging our customers or our business. We would only ever sell our customers “as new” products and cannot accept any returns where the product does not meet these criteria, as determined by Management. 

Custom Order Returns

Custom Orders are manufactured specifically for the customer and cannot be returned for exchange or refunded once manufacturing has commenced under any circumstances.

Credit Card Surcharges

Oxworks will provide a full refund of any credit card surcharge/processing fee applied if Oxworks cannot supply the complete Sales Order within a reasonable time.

Oxworks is not legally obliged to offer a refund of any credit card surcharge/processing fee applied if you simply change your mind, choose incorrect products or proceed with only part of the order. In this type of scenario any credit card surcharge/processing fee applied at time of the initial transaction will be forfeited by the customer when requesting a refund.

How to Return a Product

For all general purchases, simply return the product (with proof of purchase) to any Oxworks Branch for review with the relevant Branch Manager. For all web sales purchases, please contact the Web Sales team with the details of your request. Please consider this entire Returns Policy before requesting a return or refund.