Refund policy

Return Policy – Red River Steel

At Red River Steel, we are committed to supplying high-quality steel products and ensuring they arrive safely through our in-house freight service. Due to the nature of our goods (heavy, custom-cut, or bulky steel materials), and to ensure fairness for all parties, our return policy is as follows:

1. Change of Mind Returns

We do not accept returns or offer refunds for change of mind, ordering errors, or if you simply no longer need the goods. Please double-check your order details prior to confirmation.

2. Custom and Cut-to-Size Orders

All custom-fabricated, cut-to-length, or made-to-order steel products are non-refundable and cannot be returned unless they are faulty or not as described. This includes products cut, modified, or fabricated to your specifications.

3. Damaged or Faulty Goods

If your order arrives damaged, faulty, or not as described, please notify us within 48 hours of delivery. We may request photos or other evidence to assess the issue.

  • If the fault is confirmed, we will offer a remedy in accordance with your rights under the Australian Consumer Law, which may include a replacement, repair, or refund.

  • Where a return is approved, we will organise collection using our freight team. You will not be charged for freight if the fault is ours.

4. Incorrect Delivery or Short Supply

In the rare event that your delivery is short or incorrect, you must notify us within 2 business days of receipt. Claims made outside this window may not be honoured.

5. Returns Freight Costs

In all cases where a return is approved and the issue is not due to our error, return freight charges will apply and must be paid by the customer. Return costs will be quoted based on the nature and location of the goods.

6. Inspection and Refunds

All returned goods will be inspected prior to any refund or replacement being issued. Returned items must be in original condition, unused, and suitable for resale. Refunds (where applicable) will be processed to your original payment method once the return is approved.

7. Warranties

Our products 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 to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.