Returns & refunds
Your rights under the Australian Consumer Law, and how we handle faulty or incorrect items.
Your rights under the Australian Consumer Law
Our goods 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Major failures: refund or replacement
If an item has a major failure (for example it’s unsafe, significantly different from its description, or has a problem that would have stopped you buying it if you’d known about it), you can choose a refund or a replacement.
Minor failures: repair or replacement
If the problem is minor, we’ll repair or replace the item within a reasonable time. If we can’t or don’t, you can choose a refund or replacement instead.
We handle your claim
As the seller, we handle all returns and consumer-guarantee claims. You don’t need to contact the supplier or manufacturer (though any manufacturer warranty is in addition to your rights).
How to make a claim
- Email hello@toolrank.io with your order number, what’s wrong, and photos if you can.
- We’ll reply, usually within 1–2 business days, and tell you what happens next. If the item needs to come back, we’ll arrange the return and cover the cost for faulty or incorrect items.
- Approved refunds go back to your original payment method.
Change of mind
We don’t offer refunds or exchanges for change of mind (for example, if you ordered the wrong size or no longer need the item), unless a product page says otherwise. This doesn’t affect your rights under the Australian Consumer Law if an item is faulty, not as described or doesn’t match a sample.
What isn’t covered
Consumer guarantees don’t cover damage caused by misuse, abnormal use, or ignoring the instructions, or normal wear and tear.
ToolRank is operated by Supen Gotame (sole trader), ABN 90 809 654 273, Sydney NSW. Contact: hello@toolrank.io. Last updated .