Return & Refund Policy

At Cut Length Metals, all materials are cut to customer-specified lengths and requirements. Due to the custom nature of our products, we do not accept returns or offer refunds for change of mind, incorrect ordering, or products that are no longer required.

Returns Accepted Only For:

1. Incorrect Items Supplied

If we have supplied an item that does not match your order, please notify us within 7 days of receiving your goods. We will arrange a replacement, exchange, or refund at our discretion.

2. Damaged Goods

If your order arrives damaged, please get in touch with us within 48 hours of delivery and provide photographs of the damage. We will assess the claim and, where appropriate, provide a replacement, repair, or refund.

Non-Returnable Items

We do not accept returns for:

• Change of mind
• Incorrect measurements provided by the customer
• Incorrect product selection by the customer
• Products that have been cut, machined, modified, installed, or used
• Custom-cut materials and special-order items
• Surplus material remaining from a project

Inspection of Goods

Customers are responsible for inspecting all goods upon receipt. Any issues must be reported within the timeframes outlined above.

Limitation of Liability

Our liability is limited to the replacement, repair, or refund of the affected goods. We are not responsible for any indirect costs, labour costs, project delays, or consequential losses arising from the use of our products.

Australian Consumer Law

Nothing in this policy excludes or limits your rights under the Australian Consumer Law. Customers are entitled to remedies for products that fail to meet consumer guarantees under applicable legislation.

To initiate a return, please contact us at sales@cutlengthmetals.com.au. Please note that returns will need to be sent to the following address: Shed 25, 23-25 Skyreach Street, Caboolture, QLD, 4510 

You can always contact us for any return questions at sales@cutlengthmetals.com.au. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund has been approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@cutlengthmetals.com.au.

Order Satisfaction Guarantee
Your order is covered by our order satisfaction guarantee on delivery. We ask that all items be inspected upon arrival and that any concerns be reported promptly, allowing us to take swift action.

To be eligible for a return, your item must be in the same condition that you received it, and in its original packaging. We cannot provide refunds on non-stocked lengths. Change of mind returns can be refunded via request, but only the products will be refunded, no shipping. You’ll need the receipt or proof of purchase. 

To start a return, you can contact us at sales@cutlengthmetals.com.au

If your return is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.