Refunds & Returns

1. Our Returns Policy

At BWT Cleaning Supplies, we want you to be completely satisfied with your purchase. If you are not happy with your order for any reason, please contact us within 30 days of delivery and we will do our best to resolve the issue.

Our returns policy is in addition to your rights under the Australian Consumer Law (ACL).

2. Eligible Returns

You may return a product if:

• The product is faulty, damaged or defective upon arrival
• You received the wrong item
• The product does not match the description on our website
• The product is unused, in its original packaging and in resalable condition

3. Non-Returnable Items

The following items cannot be returned:

• Products that have been opened or used (unless faulty)
• Chemicals or cleaning products that have been partially used
• Perishable or hygiene products once opened
• Items purchased on clearance or final sale

4. How to Return an Item

1. Contact us within 30 days of receiving your order by phone or email (details below).
2. Describe the issue — let us know what's wrong and include your order number.
3. We'll arrange return — we'll advise whether to return the item by post or arrange a pickup.
4. Inspection — once we receive and inspect the returned item, we'll process your refund or replacement.

Please do not send items back without contacting us first — returns sent without prior approval may not be accepted.

5. Refunds

• Approved refunds will be processed to your original payment method within 5–7 business days.
• Delivery charges are non-refundable unless the return is due to our error or a faulty product.
• Return shipping costs are your responsibility unless the item is faulty or we sent the wrong product.

6. Damaged or Faulty Products

If your order arrives damaged or faulty, please contact us immediately with photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping.

7. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

8. Contact Us

To initiate a return or ask any questions about our returns policy: