Returns & Refund Policy

Your rights under Australian Consumer Law

Nothing in this policy limits, excludes or modifies your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010 (Cth)) or any other law that cannot be excluded. This policy explains how we handle those rights, and the separate, voluntary rules we apply to change-of-mind returns.

In this policy, “we”, “us” and “our” means Blackbird Industries Pty Ltd (ABN 87 094 943 950), and “you” means the customer who purchased the goods.

Faulty, damaged or not-as-described goods

If a product you receive is faulty, damaged in transit, not of acceptable quality, not fit for a purpose you told us about, or does not match its description or the specifications you approved, you are entitled to a remedy. This applies to all products, including made-to-order and sale items.

• Major failure (for example, the item is unsafe, substantially unfit for purpose, or would not have been bought by a reasonable consumer had they known about the problem): you can choose a refund or a replacement, or keep the item and receive compensation for any drop in value.
• Minor failure: we will choose whether to repair, replace or refund. If we cannot fix the problem within a reasonable time, you can then choose a refund or replacement.

Please contact us within a reasonable time of noticing the problem. What counts as a reasonable time depends on the type of product, its price and how it is used. We do not set a cut-off date for claims under the Australian Consumer Law.

Where a product is faulty or not as described, we will cover reasonable return shipping costs, and we will not charge a restocking fee.

Made-to-order items

A made-to-order item is any product that is manufactured, cut, fabricated, finished or modified to your order or specifications, including custom sizes, lengths, quantities, colours or finishes. These items are marked “Made to Order” on the product page.

Because these items are produced specifically for you, we are also unable to accept a return or refund where:

• you change your mind, no longer need the item, or find it cheaper elsewhere
• the item was made correctly to the measurements, specifications or options you selected or approved at the time of ordering

Your rights under the Australian Consumer Law still apply to made-to-order items. If a made-to-order item is faulty, damaged, not of acceptable quality, or not made to the specifications you ordered, you are entitled to a repair, replacement or refund as set out above.

Change-of-mind returns (standard stock items only)

We are not required by law to accept change-of-mind returns, but we offer them on standard, off-the-shelf stock items as a goodwill policy. To be eligible:

• you must contact us within 30 days of receiving the item
• the item must be unused, uninstalled, undamaged and in its original condition and packaging
• you must provide proof of purchase (such as your order number)
• you are responsible for return shipping costs, and the item must arrive back to us in resaleable condition
• a restocking fee of 20% may be deducted from your refund

Once we receive and inspect the item, we will refund the purchase price (less any restocking fee) to your original payment method. Original shipping charges are not refunded for change-of-mind returns.

This change-of-mind policy does not apply to made-to-order items, clearance items marked “final sale”, or [any other excluded categories]. It does not affect your rights where an item is faulty or not as described.

When a remedy may not apply

Consistent with the Australian Consumer Law, we may not be required to provide a repair, replacement or refund where the problem was caused by:

• misuse, abnormal use, or use contrary to our instructions or the manufacturer’s instructions
• incorrect installation, alteration or modification after delivery
• damage after delivery, accident, neglect or normal wear and tear
• incorrect measurements, specifications or details supplied by you (for made-to-order items)
• a defect you were told about, or that was obvious on inspection, before you bought the item

How to make a return or claim

1. Email us at store@blackbirdindustries.com.au with your order number, the item(s) concerned, and a description of the problem. For faulty or damaged goods, please include clear photos.
2. We will respond within 2–3 business days with next steps, which may include return instructions or a request for more information.
3. Please do not send items back without contacting us first, so we can arrange the most suitable return method.
4. Once a return is received and assessed, we aim to resolve your claim within 7–14 business days.

Approved refunds are paid to your original payment method. Depending on your bank or card provider, it may take a further few business days for the funds to appear.

For damage that occurred in transit, please notify us within 48 hours of delivery where possible, and keep the packaging, so we can lodge a claim with the carrier. This does not limit your rights under the Australian Consumer Law.

Contact us

For more information about your rights, visit the ACCC website: Consumer guarantees.