Refund policy

Returns and Refunds

We want trade customers to receive products that match their order and are fit for purpose. This policy operates in addition to your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items
Contact us as soon as possible with your order number and clear photos. Where a product does not meet a consumer guarantee, we will provide the remedy required by Australian Consumer Law, which may include replacement, refund or reimbursement of reasonable return costs.

Change-of-mind returns
Change-of-mind returns may be requested within 30 days of delivery. Items must be unused, unopened, in resaleable condition and in their original packaging. Approval is required before sending a return. Original delivery charges are not refundable and the customer is responsible for return shipping.

Return process
Email support@tilvarq.com before returning any item. Approved returns should be addressed to Jeffrey Dong, TILVARQ Trade Systems, Unit 3017, 16-20 Black Street, Milton QLD 4064, Australia. Include your order number and use tracked shipping. Returns sent without prior authorisation may be refused.

Refund timing
After an approved return is received and inspected, refunds are issued to the original payment method. Bank or payment-provider processing times may apply.

Items that have been used, installed, mixed with other products, damaged after delivery or returned without approval may not qualify for a change-of-mind refund. This does not limit rights that cannot be excluded under Australian Consumer Law.