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    • RETURNS

    Damaged, Incorrect, or Shortages

    Damaged or Not as Described
    • Email us immediately with photos of:
      • The item
      • All packing materials
      • The shipping label
    • We will advise inspection steps and next actions.
    Shortages / Missing Items
    • Notify us within 48 hours of delivery.
    • Keep all packaging until resolved.
    Warranty Faults (Manufacturer)
    • Items must be returned for inspection.
    • Warranty covers manufacturing issues only — not wear, tear, misuse, or damage from improper handling.

    Incorrect Size – Exchange Policy

    • Item must be unworn and in original condition with all tags, stickers, and packaging.
    • Return must be initiated within 3 business days of receipt.
    • Once the original item is received, we will ship the replacement size (up to 0.5kg) free of charge.
    • Customer is responsible for return shipping.
    Condition on Return Fee
    Opened bags, garment cleaning & restocking $14 AUD (incl. GST) per item
    Unopened packaging, as-new condition $3 AUD (incl. GST) per item
    Opened, packaging not intact, missing tags 40% of product value
    Shows signs of wear or use 80% of product value

    Hygiene Rule: Underwear / base-layers cannot be returned if opened.

    Non-standard or special-order sizing is final sale and non-returnable.

    How to Return an Item

    1. Email us first for an RMA (Return Authorisation) number: support@craftsmanhardware.com.au. Returns without an RMA may be rejected.
    2. Include in the parcel:
      • Your original invoice
      • A note explaining your request (exchange, refund, warranty)
      • The RMA number clearly inside the parcel
    3. Pack the item securely:
      • Use original packaging where possible
      • Remove or cover old shipping labels
    4. Ship using a tracked service. Email us the tracking/consignment number — we cannot verify lost untracked returns.

    Tip: Check auspost.com.au for parcel return lodgement options.

    Refunds

    • Refunds apply only to items that comply with our returns policy.
    • Certain items are non-refundable (e.g., sealed liquids, fasteners, or items not in resalable condition).
    • Items must be in original, unopened packaging unless defective.
    • Refund processing time: up to 10 business days.
    • You will receive an email confirmation once processed.
    • Shipping charges are non-refundable unless the error was ours.

    Shipping estimates shown at checkout depend on carrier availability and product weight. Many shipping rates are weight-based; weights are shown on product pages.

    Delivery Problems

    Tracking shows Delivered, but you can't find the parcel
    • Check around your property, mailbox, neighbours, building management.
    • Verify the delivery address on your order confirmation.
    • If ATL (Authority to Leave) was used, see our delivery notes.
    • Email us for carrier investigation assistance.
    No scans / Delayed in transit
    • Weather, peak flow, or customs may cause delays.
    • Once eligible, we lodge a trace with the carrier.
    Failed delivery / Returned to Sender (RTS)
    • We will notify you when the parcel returns to us.
    • Re-delivery requires payment of re-shipping costs.
    • Original shipping charges are non-refundable.

    Important Notes

    • Always retain tracking until returns/refunds are finalised.
    • Items returned without RMA may be refused.
    • Hygiene and special-order categories cannot be returned.
    • Damage due to inadequate return packaging may affect refund eligibility.

    Last updated: 12/08/2025