Returns & Warranty

RETURNS TIMEFRAME

Once your return request has been approved, you will be notified via email. You then have 30 days from the date of approval to return the goods to us. Capital Supply Group reserves the right to reject returns that are received beyond this 30 day window.

CHANGE OF MIND RETURNS

If you have changed your mind about your order, we are happy to offer you an exchange or refund provided that:

  • The items are returned within 7 days of delivery (excluding Marketplace items, which have a 30-day returns policy);
  • You can show your original receipt, online tax invoice or other adequate proof of purchase at the time you return the items;
  • The items have not been used or damaged in any way including that:
  • They are in their original packaging including manuals, pamphlets and all accessories; and/or
  • They are unopened, unused and in their original saleable condition;
  • The items are not in the list of categories ineligible for a change of mind return (see below).

Unfortunately, items in the following categories are not eligible for change of mind returns:

  • Made to Fit Items 
  • Items that are on Sale or Promotion 
  • Engraved Products 
  • Special Orders 
  • Independent Living items 

Important: Unwanted goods must be pre-approved by our Returns Department prior to returning or they may be rejected and mailed back.

Our returns team will be in contact within 1-5 business days from submitting your return request.

ENGRAVED, EMBROIDERED or CUSTOMISED GOODS

Due to the customised nature of engraved, embroidered or customised goods, we cannot accept returns on these items.

EXCHANGES

Once your return order has been approved, received and processed for a refund, a new exchange order is required to be placed via our website. Our returns team will email status updates for your return/refund progress. Clothing and shoes do not incur an administration fee for refunds.


ISSUE WITH YOUR DELIVERED ORDER?

Please contact our customer experience team within 10 business days of your delivery. Email: sales.au@capitalsupplygroup.com.au or send us a message via our Contact Us page.


WARRANTY PERIODS

Warranty periods as stated on our website are based on the manufacturers’ warranty periods, terms and conditions. Terms of conditions differ per product and per manufacturer. Please see the manufacturer's website, or contact our customers service team.

All warranty claims should be made through Capital Supply Group unless otherwise stated on the product warranty supplied with the product.

WARRANTY REFERRALS

Certain products and manufacturers require Capital Supply Group to refer all cases of warranty claims. These referrals are designed to ensure that claims are handled efficiently and by the most experienced service professionals. 

Should a Capital Supply Group referral not be resolved in an acceptable manner please notify us, so actions can be taken to ensure the correct levels of service are provided. Capital Supply Group prides itself on supporting customers.