Refund policy

Refunds & Returns Policy

At Libra Commercial Cleaning Supply, we are committed to providing quality products and reliable service. If there is an issue with your order, please contact us as soon as possible so we can assist.

This policy operates in addition to your rights under Australian Consumer Law.

Change of Mind Returns

We do not offer refunds or exchanges for change of mind purchases.

Please ensure products, quantities, specifications, and compatibility requirements are correct before placing your order.

At our discretion, we may accept a return request for unopened and unused products within fourteen (14) days of delivery. Any approved return may be subject to a restocking fee and the customer will be responsible for all return freight costs.

Returns will only be considered where products are in their original packaging, unused, and in a resalable condition.

Damaged, Faulty or Incorrect Products

If you receive a product that is damaged, faulty, or incorrect, please notify us within seven (7) days of delivery.

To assist with your claim, we may request:

  • Your order number
  • Photographs of the product and packaging
  • A description of the issue

Where a claim is approved, we will arrange a replacement, refund, repair, or account credit as appropriate and in accordance with Australian Consumer Law.

Hygiene, Consumable and Chemical Products

For health, safety, and hygiene reasons, we cannot accept returns on products that have been opened, used, damaged after delivery, or are no longer in their original packaging.

This includes, but is not limited to:

  • Toilet paper
  • Paper towels
  • Hand wash
  • Cleaning chemicals
  • Disinfectants
  • Gloves
  • Bin liners

unless the product is faulty, damaged, or supplied incorrectly.

Special Order Products

Products specifically ordered, sourced, customised, or procured on behalf of a customer cannot be cancelled, returned, exchanged, or refunded once the order has been confirmed, unless required under Australian Consumer Law.

Return Conditions

Any approved return must:

  • Be authorised by Libra Commercial Cleaning Supply before being returned
  • Be unused and in resalable condition
  • Be in the original packaging
  • Include proof of purchase

Returns received without prior approval may not be accepted.

Delivery Issues

Any shortages, missing items, incorrect products, or delivery issues must be reported within forty-eight (48) hours of receiving your order.

We will investigate the issue and work with you to resolve it as quickly as possible.

Refused Deliveries

Where a customer refuses delivery of an order that has been correctly supplied, Libra Commercial Cleaning Supply reserves the right to charge any freight, return freight, handling, and restocking costs incurred.

Business and Trade Account Purchases

For approved business and trade account customers, any approved refund may be issued as an account credit where permitted by law.

Credit notes may be applied to future purchases on the customer's account.

Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any rights or remedies available under Australian Consumer Law.

Customers are entitled to a replacement, repair, refund, or other remedy where required by law.

If you have any questions regarding returns, refunds, or product issues, please contact our team at:

Libra Commercial Cleaning Supply
Email: info@libracleaningsupplies.com.au
Phone: (08) 6185 1957