Terms of Trade

Special orders and back order products are not covered by a returns policy. Items which need to be backordered from a supplier can not be returned for change of mind. This does not effect a customers right to return under consumer guarantees.

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. The Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

Where an item is damaged through misuse or abnormal use, GTools cannot provide a refund, exchange or repair.

GTools require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Please do not sign for the delivery of goods that are obviously damaged. If damage is only found upon unpacking then please contact GTools as soon as possible.

Large heavy products can easily get a small scratch or minor dent in transit and this risk must be accepted by the buyer. We will assist with instructions for these minor issues.

Major damage can be dealt with by agreement for a full or partial refund, goods returned and or replaced.

If your order arrives and it’s not what you ordered, please contact us for a return and replacement.

Please contact us if fault detected. We will need to assess whether the fault is a major or minor fault and will either arrange for the product to be repaired or replaced. Some manufacturers require us to send fault items to them for assessment before we can give you a replacement.

If your item was purchased in error, or you’ve simply changed your mind, it may not be too late for a refund. To see if you are eligible please check below: We must be notified within 14 days of you receiving the item that you intend to return it. The item must then be returned within 5 days following this notification.

  • The item must be returned in original re-saleable condition with all tags and packaging (ready to be put back on the shelf)
  • The item/s must NOT be opened, used, worn or damaged, and must in perfect condition when we receive them back.
  • DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
  • The item is securely packed to ensure it is received back by us in original and re-saleable condition.

The refund amount will also have original freight costs deducted. If the item was dispatched with free or discounted shipping, a 10% warehouse handling fee will be deducted from the refund amount.

We sell across many channels and from a number of locations, if for any reason we are unable to complete your transaction we will refund you 100% and advise that we can not complete the transaction.

A copy of your purchase invoice or online order confirmation email is required for any return. If returning your product to store please ensure you take a copy with you.

If you order a product for collection from our external distribution centres and fail to collect within 14 days you will be charged additional storage fees for these items.

If a price error is made on our listings we will give full refunds, the order will not be processed.