Refund policy

Cancelling an order

You can cancel an order by emailing sales@crosslinkstrade.com.au before it is dispatched. The cancellation takes effect once we confirm it in writing.

If we cancel your order before it has been picked, we refund it in full less the payment processing costs our payment provider charges us and does not return when a refund is issued. These are currently 1.6% of the order value plus $0.30 for domestic Australian cards, and up to 3.5% plus $0.30 for international cards and some digital wallets.

If the order has already been picked or packed, a handling fee of $15.00 also applies.

Fabric, webbing, binding, rope and other goods cut to a length you specify cannot be cancelled once cutting has commenced, because they are made to your order.

Once an order has been dispatched it cannot be cancelled. Please see the returns section below.

These amounts recover costs we have actually incurred. They are not a penalty.

Change of mind

We do not accept change of mind returns. Before ordering, please confirm that the product suits your requirements and is fit for your intended purpose. If you would like advice or a sample first, contact us and we will help.

Faulty, damaged or incorrect goods

Inspect your order when it arrives. If something is faulty, damaged in transit, or not what you ordered, contact us straight away and within seven days of delivery so that we can assess it and lodge a carrier claim where needed.

Do not send anything back before we have issued a return authorisation. Goods returned without one will not be accepted.

Goodwill returns

Where we agree to accept a return we are not required to accept, the goods must be unused, in their original packaging, and in resaleable condition, and you will need your receipt or proof of purchase. A restocking fee of 20% applies, and freight in both directions is not refundable. Cut goods are not eligible.

Refunds

We will let you know once we have received and inspected a return, and whether the refund is approved. Approved refunds go back to your original payment method. Your bank may take a few business days to post it.

Your rights

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.

Nothing in this policy limits those rights.

Contact

Cross Links Trade, Unit 6, 18–22 Williams Road, Dandenong South VIC 3175. Email sales@crosslinkstrade.com.au. Telephone 0414 602 770.