Returns and Refunds Policy

Your rights, our process, and how to make a claim.

Last updated: 24 April 2026

At Elevate Survey Supplies, we comply with the Australian Consumer Law (ACL) as set out in Schedule 2 of the Competition and Consumer Act 2010 (Cth). This Returns and Refunds Policy explains your rights when a product does not meet your expectations or fails to meet a consumer guarantee.

This policy should be read together with our Terms and Conditions of Sale, Delivery Policy, and Privacy Policy, all available at www.elevatesurvey.com.au. In the event of any inconsistency between this policy and the Terms and Conditions of Sale, the Terms and Conditions of Sale prevail to the extent of the inconsistency, except where such prevailing would reduce or limit your rights under the Australian Consumer Law.

Part A — Your Consumer Guarantee Rights

1. Your Rights Under Australian Consumer Law

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

a replacement or refund for a major failure;
compensation for any other reasonably foreseeable loss or damage; and
repair or replacement if the products fail to be of acceptable quality and the failure does not amount to a major failure.

These rights apply regardless of whether the product was purchased at full price, on sale, as a clearance item, or as part of a promotion. A product being sold at a discounted price does not reduce your consumer guarantee rights in any way.

2. Major Failures

A product has a major failure if it:

is unsafe;
is substantially unfit for its normal purpose and cannot easily be made fit within a reasonable time;
is significantly different from the description, sample, or demonstration model;
has either one serious problem, or several smaller problems, that would have stopped someone from buying it had they known about them; or
does not meet a specific purpose that you told us about before purchasing, and cannot easily be made to meet that purpose.

For a major failure, you choose the remedy. You may choose:

a full refund;
a replacement of the same or equivalent product; or
to keep the product and receive compensation for the reduction in value.

3. Minor Failures

If the failure is not major (i.e. the problem can be fixed within a reasonable time), we may choose to:

repair the product;
replace the product; or
refund the product.

If we choose to repair and the repair takes an unreasonable amount of time, you may choose a replacement or refund instead.

4. What Is Not Covered by Consumer Guarantees

Consumer guarantees do not apply where:

damage arises from misuse, neglect, accident, or use outside the product’s intended purpose;
products have been modified, altered, or incorrectly installed by anyone other than Elevate Survey Supplies;
natural variations occur in timber or other natural materials (as described in our Terms and Conditions of Sale, clause 8.2, and further addressed in Part D of this policy);
the product has worn out through normal use over a reasonable period;
you were informed of a specific fault before purchase and purchased the product with that knowledge; or
the product was acquired for the purpose of resupply, or for use in a production or manufacturing process (in which case, different ACL provisions may apply).

Important: These exclusions apply only to the extent permitted by law and do not exclude or limit your rights under the Australian Consumer Law. If a product is faulty, you are entitled to a remedy regardless of whether it was purchased on sale, whether the packaging has been opened, or whether you have used the product.

Part B — Change of Mind Returns

5. Change of Mind

We are not legally required to accept returns for change of mind. However, at our sole discretion, we may agree to accept a change of mind return subject to the following conditions:

you must notify us within 14 days of delivery;
the product must be unused, in its original packaging, and in resaleable condition;
proof of purchase is required;
a 20% restocking fee may apply;
all original delivery costs are non-refundable; and
the cost of returning the product to us is at your expense.

Custom or made-to-order products (including custom-cut timber stakes, custom-painted products, or non-standard dimensions) cannot be returned for change of mind under any circumstances, as set out in our Terms and Conditions of Sale (clause 3.7).

Part C — How to Make a Return or Claim

6. Proof of Purchase

Proof of purchase is required for all claims. Acceptable forms of proof include a tax invoice, order confirmation email, or bank/credit card statement showing the transaction.

7. How to Contact Us

Email: [email protected]

Please provide:

your name and contact details;
proof of purchase (invoice or order confirmation);
a description of the problem, with photographs if possible; and
how you would like the issue resolved (refund, replacement, or repair).

8. Assessment and Inspection

We have the right to assess the product before providing a remedy. We may inspect the product ourselves or, if necessary, refer it to the manufacturer or an authorised assessment agent. We will not charge you for inspection or assessment.

We will not require you to return the product to the manufacturer directly. It is our responsibility as the supplier to resolve the issue with you.

9. Return Shipping

For products with a fault covered by consumer guarantees: We will cover the reasonable cost of returning the product to us. If the product is large, heavy, or difficult to transport (such as bulk timber orders), we will arrange collection at our expense.

For change of mind returns (where accepted): The cost of return shipping is at your expense. You are responsible for ensuring the product is securely packaged to prevent damage during transit.

10. Timelines

We aim to assess returns within 5 Business Days of receiving the product.
Repairs or replacements are typically processed within 10–15 Business Days, depending on stock availability or manufacturer assessment.
Refunds are issued via the original payment method once the return is approved.

If we are unable to meet these timelines, we will contact you to discuss the delay and any alternative options.

Part D — Timber and Natural Material Products

11. Natural Variations in Timber Products

Many of our products are manufactured from sustainably sourced hardwood timber. Timber is a natural, organic material and will exhibit characteristics inherent to the species and to the handling, transport, and storage conditions it has been exposed to. The following characteristics are set out in full in our Terms and Conditions of Sale, clause 8.2, and are reproduced here for clarity. They are normal characteristics of natural timber products and are not defects for the purposes of this policy, the Terms and Conditions of Sale, the Australian Consumer Law, or otherwise:

(a) weight variations due to moisture content, which changes with ambient humidity;
(b) variations in colour, grain, and surface appearance between and within batches;
(c) minor surface checking (fine splits), resin seepage, or knot features typical of the species;
(d) variations in dimensions within the manufacturing tolerance stated on the product specification sheet;
(e) residual sawdust or bark on freshly milled products; and
(f) surface mould, bloom, or staining caused by airborne spores settling on the timber during humid storage or ocean transit — such surface effects do not affect structural integrity and typically weather off once the products are in use.

Natural variations are not defects and do not constitute a failure to comply with the consumer guarantees under the Australian Consumer Law. The Buyer acknowledges and accepts these natural characteristics when purchasing timber products. Cosmetic or characteristic variations of the kinds described in paragraphs (a) to (f) above are not grounds for rejection, return, or credit. Your inspection and notification obligations under clause 5.6 of the Terms and Conditions of Sale apply to genuine defects only (being rot, structural failure, insect damage, or material dimensional non-compliance that renders the products unfit for their intended use).

Painted products. Where products are painted (including survey stakes painted in Dulux or equivalent for visibility), minor variations in paint coverage and colour consistency may occur due to the natural absorbency characteristics of the timber substrate. Such variations are not defects.

Nothing in this clause limits or excludes the Buyer’s rights under the Australian Consumer Law where those rights apply and cannot be lawfully excluded. See also Terms and Conditions of Sale, clauses 8.1 to 8.4.

12. Storage and Care

To preserve the quality and condition of timber products, we recommend:

storing products in a dry, well-ventilated area;
protecting products from prolonged exposure to direct sunlight, standing water, and excessive moisture; and
handling products with care to avoid damage to painted surfaces.

Damage caused by improper storage or handling after delivery is not covered by consumer guarantees.

Part E — Redelivery and Failed-Delivery Charges

13. Redelivery Charges Are Not Returns

Redelivery charges, storage fees, tail-lift surcharges, hand-unloading charges, waiting-time charges, and other ancillary freight charges levied on Elevate by its Carriers are not “returns” and are not governed by this policy. These charges are addressed in the Delivery Policy and in the Terms and Conditions of Sale, specifically:

clauses 4.8 and 4.9 (authorisation to charge Payment Method / credit account, with 24-hour Notice of Intended Charge);
clause 5.10 (Failed Delivery Events); and
clause 5.11 (Redelivery and Storage Charges, including the $15.00 plus GST per consignment admin fee).

Redelivery and ancillary freight charges are not subject to dispute under this Returns and Refunds Policy, and are not subject to dispute under the Terms and Conditions of Sale except in the case of manifest administrative error (for example, wrong order number, duplicate charge, incorrect amount, or charge against the wrong buyer). This reflects the reality that the Carrier charges Elevate for the failed attempt regardless of cause.

Where to go for what

Faulty or damaged product on arrival → follow Parts A–C of this policy (notify us within 7 days per T&Cs clause 5.6).

Natural timber characteristic (not a defect) → see Part D above and T&Cs clause 8.2.

Change of mind → Part B above, 14-day window, 20% restocking fee may apply.

Redelivery / failed-delivery / ancillary freight charge → Delivery Policy and T&Cs clauses 4.8, 4.9, 5.10, 5.11. Not a return matter.

Part F — Resale and Third-Party Claims

14. Warranties Limited to Original Purchaser

To the maximum extent permitted by law, all warranties, guarantees, indemnities, or liabilities provided by Elevate Survey Supplies are strictly limited to the original purchaser of the products (the direct purchasing entity) and are not transferable to any third party. All terms in this policy apply exclusively to the person or company that placed the order and was invoiced by Elevate Survey Supplies. They do not extend to the Customer’s own customers, subcontractors, agents, employees of other companies, end users, or any person who receives the products through resale, on-supply, or distribution. If you resell our products, you are solely responsible for meeting your own consumer guarantee obligations to your customers. You may not make any claim against Elevate Survey Supplies in respect of products that have been resold or supplied to a third party, except to the extent required by law.

Nothing in this clause affects the rights of end consumers under the Australian Consumer Law, which remain the responsibility of the reseller in respect of their customers.

Part G — General

15. Relationship to Other Policies

This Returns and Refunds Policy forms part of, and should be read in conjunction with, our Terms and Conditions of Sale (available at www.elevatesurvey.com.au/terms-and-conditions), Delivery Policy (available at www.elevatesurvey.com.au/delivery-policy), and Privacy Policy (available at www.elevatesurvey.com.au/privacy-policy). In the event of any inconsistency between this policy and the Terms and Conditions of Sale, the Terms and Conditions of Sale shall prevail to the extent of the inconsistency, except where such prevailing would reduce or limit your rights under the Australian Consumer Law.

16. Savings Clause

Nothing in this policy is intended to exclude, restrict, or modify any right or remedy, or any guarantee, warranty, or other term or condition, implied or imposed by the Australian Consumer Law or any other applicable legislation that cannot lawfully be excluded, restricted, or modified.

17. Policy Updates

We may update this policy from time to time. The current version will be published on our website. Material changes will be communicated to credit account customers.

18. Contact

Elevate Survey Supplies
ABN: 89 606 198 420
Email: [email protected]
Phone: (08) 6507 2948
Website: www.elevatesurvey.com.au
Business Hours: Monday–Friday, 8:00 AM – 4:00 PM (AWST)

Returns Policy