Your Refund and Return Rights
At Stratco, we want you to love every product you purchase. While we encourage you to choose carefully, we're here to support you if something isn’t right.
Under the Australian Consumer Law, you are entitled to a refund or replacement if a product:
- Is faulty or defective (and the issue wasn’t caused by misuse or installation),
- Does not match the description or sample provided, or
- Does not perform as described or as reasonably expected.
Some products are Stratco custom made specifically for your project. For these items, please take extra care to confirm all measurements, profiles, and colours before placing your order.
If you’re ever unsure, our Customer Service Centre and in store team will happily guide you through the process. We’re here to help.
How do I obtain a refund?
Bring your product and proof of purchase within a reasonable time into your local Stratco store and our friendly team will be happy to assist with your return and refund. If you are unable to return your purchase to a store, call us during trading hours on 1300 165 165 to discuss collection arrangements.
More information
See the frequently asked questions below for more information.
Refunds and Returns – FAQs
You can return your order if the product you purchased:
- Is faulty or defective (and the issue wasn’t caused by misuse or installation),
- Does not match the description or sample provided, or
- Does not perform as described or as reasonably expected. Some of our products are custom made. For these items, please double check measurements, profiles and colours before placing your order.
Yes. If your item is not custom made, you can return it at any Stratco store.
Custom made products are items made specifically to your selected measurements, colours or selections. Because these items are made to order, limitations apply regarding refunds and returns of these products.
For products that are not custom made, you can:
- return the item to your local Stratco store, or
- request a courier pickup (a fee applies for change of mind returns).
To arrange a courier pickup, call 1300 165 165 during trading hours or use our online contact form.
Yes, proof of purchase is required. Proof of purchase may include a valid tax invoice or order confirmation.
The courier fee for returning products that are not custom made is the same as the original delivery charge shown on your invoice.
- If you’re returning an item for change of mind reasons, the courier fee is at your cost.
- If your item is faulty or incorrect, Stratco will cover the courier fee
Yes. If you’d prefer an exchange, our team can help you swap your item for the correct product, subject to availability. Any price difference will be adjusted at the time of exchange.
If your order arrives damaged, please contact us as soon as possible to arrange a replacement, repair or refund.
Note - for all Stratco custom made orders please contact Stratco directly to discuss the damage that has been identified with the customised products; one of our customer service agents with guide you through the process
Refunds are usually processed within a few business days after your return is approved. The time it takes to appear in your account depends on your original payment method and your bank.
Refunds are issued using the original payment method.
A change of mind return is when the product is not faulty or incorrect, but you’ve decided you no longer want it or ordered the wrong item. Please return with 28 days of purchase.
Returns should be made within a reasonable time. If you’re unsure whether your return is eligible, contact our team to confirm.
Yes. Items purchased online or over the phone can be returned or exchanged.
Proof of purchase may include a valid tax invoice or point of sale receipt.
Our team is here to help. Visit your local Stratco store, call us during trading hours on 1300 165 165 or use our online contact form and we can talk you through your refund or exchange options.
