Returns & Refunds Policy – RapidClean Illawarra / Rapid Supplies

At Rapid Supplies (RapidClean Illawarra), we want you to be confident when you order cleaning chemicals, paper products, janitorial supplies and equipment from us. This Returns & Refunds Policy explains how returns, replacements and refunds work when you purchase through rapidsupplies.com.au.

This policy is in addition to, and does not limit, your rights under the Australian Consumer Law.

Change-of-Mind Returns (30 Days)

We offer a 30-day return policy for change-of-mind purchases. You have 30 days from the date you receive your item to request a return.

To be eligible for a change-of-mind return:

• The item must be in the same condition that you received it.
• It must be unopened, unused and unworn (where applicable).
• All original packaging, tags and labels must be intact.
• You will need your receipt or proof of purchase.

Please note that return approval is at our discretion for change-of-mind requests and may be subject to inspection of the goods.

How to Start a Return

To request a return, please contact us at manager@rapidcleanillawarra.com.au.

In your email, please include:

• Your name and contact details.
• Your order number and purchase date.
• The item(s) you would like to return.
• The reason for the return (e.g. change of mind, damaged, incorrect item).

If your return is accepted, we will provide instructions on how and where to send your package, and may provide a return shipping label where applicable.

Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any questions about returns at manager@rapidcleanillawarra.com.au.

Damaged, Faulty or Incorrect Items

Please inspect your order as soon as it arrives and contact us immediately if:

• an item is damaged in transit,
• an item is faulty, or
• you have received the wrong item.

This allows us to assess the issue and make it right as quickly as possible – which may include a replacement, refund or other appropriate remedy in line with the Australian Consumer Law.

Exceptions & Non-Returnable Items

Some items cannot be returned for change-of-mind reasons, including (but not limited to):

• Opened or used chemicals and cleaning products, where packaging has been broken or tampered with.
• Custom or special-order products (e.g. custom-printed items or products ordered specifically to your request).
• Certain personal protective equipment (PPE) and hygiene items, where return would pose a health or safety risk.
• Items classified as hazardous materials, flammable liquids or gases, where transport and handling restrictions apply.
• Gift cards and similar non-tangible products.

Please contact us if you are unsure whether a particular product is eligible for return.

Sale and clearance items: We do not generally accept change-of-mind returns on sale or clearance items. This does not affect your rights if a sale item is faulty or misdescribed under the Australian Consumer Law.

Exchanges

The fastest way to receive the item you want is to:

1. Request a return of the original item (where eligible), and
2. Place a new order for the replacement product.

Once the return is received and approved, any applicable refund will be processed as set out below.

Refunds

Once we receive and inspect your returned item, we will let you know whether your refund has been approved or declined.

If approved, we will process a refund to your original payment method. Please remember it can take some time for your bank or credit card provider to process and post the refund to your account.

In some cases, where a return is due to change of mind, shipping charges may be non-refundable. We will let you know if this applies in your situation.

Your Rights Under Australian Consumer Law

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or modify any rights you may have under the Australian Consumer Law (ACL).

You may be entitled to a repair, replacement or refund if a product we supply:

• is faulty or unsafe,
• does not match its description, or
• does not perform as reasonably expected.

The remedies available under the ACL will depend on whether the problem is major or minor. If you believe your rights under the ACL have been affected, please contact us so we can assist you.

This Returns & Refunds Policy is provided for general information only and does not constitute legal advice. You should obtain your own legal advice to ensure this policy is appropriate for your specific circumstances.