Return & Exchange Policy

At Top Class Fences and Gates, customer satisfaction is our top priority. We take great care to ensure every product meets our quality and craftsmanship standards. However, we understand that situations may arise where you may need to return or exchange an item. Please review our comprehensive policy below before making a request.

Eligibility for Return or Exchange

  • Returns or exchanges are accepted only for products that are defective, damaged, or incorrect upon delivery.

  • Custom-made or personalized items are not eligible for return or exchange unless they arrive damaged or defective.

  • All returned products must be in unused condition, free from installation marks, scratches, or signs of wear.

  • Proof of purchase (invoice or order number) is required for all return or exchange requests.

1. Change of Mind Returns

  • Returns for change of mind must be made within 14 days of purchase.

  • Items must be unused, undamaged, and in their original packaging.

  • A restocking fee of up to 15% may apply to cover inspection and handling costs.

  • Custom-made or made-to-order items are not eligible for return under any circumstance unless faulty.

  • Shipping charges for change-of-mind returns are the responsibility of the customer.

  • Please ensure you carefully check measurements, colours, and specifications before placing your order.

2. Damaged or Faulty Goods

  • If your order arrives damaged or faulty, please notify us within 7 days of delivery.

  • We will arrange a replacement, credit, or refund depending on the nature of the issue.

  • Photographic evidence of the damage may be required to process your request efficiently.

  • If the damage occurs during delivery, please report it immediately and retain the original packaging.

  • Top Class Fences and Gates reserves the right to inspect and verify the fault before processing a refund or replacement.

3. Incorrect Items Received

  • If you receive incorrect items, contact us within 7 days of delivery.

  • We will send the correct items at no extra cost and arrange collection of the incorrect goods.

  • Returned incorrect items must be in their original, unopened packaging.

4. Return Process

  • Contact our team via phone or email (details below).

  • Provide your invoice number, photos (if applicable), and a brief description of the issue.

  • All returns must be authorized before being sent back — unauthorized returns may be refused.

  • Once approved, we will provide you with the return address and shipping instructions.

  • Customers are advised to use tracked shipping when sending items back to ensure safe delivery.

5. Non-Returnable Items

  • Custom-cut, special order, clearance, and sale items are non-refundable unless proven faulty.

  • Items showing signs of installation, alteration, or misuse will not be accepted.

  • Products damaged due to improper handling or installation are not covered under this policy.

6. Refunds

  • Approved refunds will be processed via the original payment method within 7–10 business days after inspection.

  • Original shipping charges are non-refundable unless the return is due to our error.

  • Refund processing times may vary depending on your payment provider.

7. Exchange Requests

  • Exchanges are subject to product availability.

  • If the desired item is out of stock, a store credit or refund will be offered instead.

  • The exchange process begins once the returned product is received and inspected by our team.

Contact Us

For questions about these Terms and Conditions, product returns, or warranties, please contact us:

🏢 Business Name: Top Class Fences and Gates
📍 Address: 4700 Mount Lindesay Hwy, North MacLean QLD 4280
📧 Email: office@topclassfences.com.au
📞 Phone: +61 420 869 628
🌐 Website: https://topclassfences.com.au/

Last updated: October 2025