Christmas shut down period : 23/ 12/24 to 13/01/25 - Learn more

    Refund Policy

    Return Policy - Fortified Oceanic Pty Ltd

    At Fortified Oceanic Pty Ltd, we understand that there might be instances where you need to return a product. We want to ensure a smooth and transparent return process for our valued customers. Please familiaFrise yourself with our return policy as outlined below:

    1. Eligibility for Returns:
      • You may be eligible for a return within 14 days of the original purchase date.
      • The product must be in its original condition, unopened, and unused.
      • Proof of purchase, such as a receipt or order confirmation, is required for all returns.
    2. Non-Returnable Items:
      • For safety and hygiene reasons, we cannot accept returns on certain items, including but not limited to opened or partially used chemical products (e.g., resins, paints, solvents).
      • Clearance or discounted items are considered final sale and cannot be returned.
    3. Return Process:
      • To initiate a return, please contact our customer service team via this email accounts@fortifiedoceanic.com.au or see us in store. Provide your order number and a brief description of the reason for the return.
      • Our team will assess your return request and provide you with instructions on how to proceed.
      • When shipping the product back, ensure it is well-packaged to prevent any damage during transit. 
      • You are responsible for covering the shipping costs for the return, unless the return is due to a mistake on our part or a defective product.
      • Before shipping any products, please contact our support team from the above email and we will organize a shipping label which will be sent to you which you will need to print and stick to the original package that the goods arrived in. 
      • Return amounts will be refunded using the same payment method originally used for the purchase.
      • In some instances of a change of mind return, a restocking fee will be applied. This fee ranges between  10-20% of the original order's cost. This amount will be deducted from the amount to be returned. A restocking fee can be justified in cases where a return costs Fortified Oceanic time or money to process, or when the product can no longer be sold at full price. 
    4. Inspection and Refund:
      • Once we receive the returned product, our team will inspect it to ensure it meets our return policy criteria.
      • If the return is approved, we will process the refund using the original payment method within 2-5 business days of receiving the returned product.
      • Refunds will be for the product's purchase price only; shipping and handling charges are non-refundable.
    5. Exchanges:
      • If you wish to exchange a product for another, simply let our team know and we would be happy to organize this for you. This can be done in store, via email or over the phone. 
      • All exchanges must meet the return inspection criteria listed above. 
    6. Credit Notes: 
      • An alternative to refunds, we can offer you a credit note. To be eligible for a credit note, goods must be returned and pass the return inspection criteria. Please let our customer support team know you would like the credit note applied to your account. 
    7. Damaged or Defective Products:
      • In the unlikely event that you receive a damaged or defective product, please contact our customer service team immediately. 
      • Provide clear photos of the damage or defect along with your order number, and we will work to resolve the issue promptly.
      • In some cases, metal can products or plastics may exhibit minor indentations or slight deformations due to the transportation process, which generally do not impact the product's integrity. However, significant deformations are considered an issue and should be reported for further assistance.
    8. Special Orders: No Refunds given:
      • Un-returnable products are products that have been expressly special ordered by a customer. An example of this are custom paint colours. Please make sure you carefully consider if the custom item is what you want before ordering. 
      • Customers cannot return these items except if the products are defective or damaged.  

    Please note that our return policy is subject to change, and any updates can be found via our website.