Returns Policy

Need to return something?

Choose your order, select the items and quantities, and add any optional notes.

Return Request

Please wait for approval before sending items back. We will email your RMA number and return slip once approved.

Faulty, damaged or received the wrong item?
Contact us so we can help arrange the appropriate solution. Your rights under Australian Consumer Law apply.

Changed your mind?
We may accept unused, complete products in their original, resaleable packaging. Request approval within 30 days of delivery, collection or notification that your Click & Collect order is ready. Some products are excluded—see the detailed conditions below.

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Detailed returns, cancellations and refund conditions

Last updated: 27 October 2026

Effective date: This version applies to orders placed on or after 27 October 2026. Earlier orders will be handled under the terms and policies that applied when the order was placed.

Nothing in this policy excludes, restricts or modifies your rights or remedies under Australian Consumer Law. The change-of-mind conditions below are separate from those rights.

1. Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, unsafe, significantly different from its description, not fit for its intended purpose or incorrectly supplied, please contact us as soon as possible.

Where the Australian Consumer Law applies, you may be entitled to a repair, replacement, refund or another remedy depending on the circumstances.

Cancellation fees, restocking fees and the change-of-mind conditions in this policy do not apply where a customer is entitled to a remedy under the Australian Consumer Law.

2. Change-of-Mind Returns

Window Cleaning World is not required to provide a refund or exchange where a customer:

• Changes their mind

• No longer requires the product

• Orders the wrong product

• Finds the product cheaper elsewhere

• Decides they do not like the product

• Decides the product is unsuitable for reasons that were not communicated to us before purchase

However, we may approve a change-of-mind return subject to assessment and the conditions in this policy.

Change-of-mind return requests must be made within 30 days of:

• Delivery of the order

• Collection of the order

• Notification that a Click & Collect order is ready for collection

Submitting a return request does not guarantee that the return will be approved.

3. Condition of Returned Products

To qualify for an approved change-of-mind return, products must be:

• Unused and uninstalled

• Complete and undamaged

• Clean and in resaleable condition

• In their original packaging

• Supplied with all accessories, manuals, fittings and components

• Free from writing, labels, tape or damage to the retail packaging

Opening an outer shipping carton solely to inspect the product will not necessarily prevent a return.

However, products or retail packaging that have been opened, assembled, installed, tested, marked, damaged, contaminated or altered may not qualify for a full refund.

We may refuse a change-of-mind return where the product cannot reasonably be resold as new.

4. Cancelling an Order Before Dispatch or Collection

Email helpdesk@windowcleaningworld.com as soon as possible. A request does not automatically cancel an order; cancellation must be accepted and confirmed by Window Cleaning World.

Tell us promptly if you need to cancel, as picking, packing, assembly or preparation may already have started. Special-order and custom-product restrictions are explained in Section 9.

5. Large, Bulky and High-Value Click & Collect Orders

Large, bulky and high-value Click & Collect orders may require significant warehouse space, handling, stock transfers, assembly and preparation.

If you need to cancel a prepared Click & Collect order, contact us promptly so we can assess the request.

Customers should contact us before ordering if they are uncertain whether a large, bulky or high-value product is suitable for their requirements.

6. Uncollected Click & Collect Orders

Click & Collect orders should generally be collected within 14 days of the customer being notified that the order is ready.

Customers requiring additional time should contact us to make alternative arrangements.

If an order has not been collected within 30 days and no alternative arrangement has been made, Window Cleaning World may contact the customer and cancel the order.

Any cancellation and refund will be discussed with the customer before it is processed.

Special-order, customised, modified and cut-to-length products may not qualify for a change-of-mind refund.

7. Assessment of Approved Returns

We inspect returned products and packaging before processing the refund. If a change-of-mind return arrives damaged, incomplete or no longer in new and resaleable condition, we may decline it or discuss a reduced refund reflecting the actual loss or reasonable cost of replacing missing or damaged items.

For an unusually large or complex change-of-mind return, we may need to discuss a reasonable handling charge. Any proposed charge or deduction will be explained and agreed with you before the return proceeds. It does not apply where you are entitled to a remedy under Australian Consumer Law.

8. Products That Cannot Be Returned for Change of Mind

Unless otherwise agreed in writing, change-of-mind returns are not available for:

• Special-order or specially sourced products

• Custom-made, customised or modified products

• Products cut, measured or manufactured to a customer’s requirements

• Hose, tubing, rubber or other products sold or cut by length

• Opened chemicals, detergents, resin, filters or other consumable products

• Used or opened safety equipment, including ropes, harnesses and height-safety products

• Products with broken hygiene, safety or contamination seals

• Clearance, discontinued or final-sale products

• Gift cards or store credits

• Products that cannot reasonably be resold as new

These exclusions do not apply where a customer is entitled to a remedy under the Australian Consumer Law.

9. Special-Order and Custom Products

Special-order, custom-made, modified and cut-to-length products cannot ordinarily be cancelled once ordering, manufacturing, modification or cutting has commenced.

Where a supplier permits a special-order product to be cancelled or returned, the customer may be responsible for reasonable costs incurred by Window Cleaning World, including:

• Non-refundable supplier cancellation or return costs

• Supplier or return freight charges

• Customisation or modification costs

• Other direct and non-refundable costs

Any proposed charges will be explained and agreed with you before the cancellation or return proceeds.

This section does not limit any rights or remedies available under the Australian Consumer Law.

10. How to Request a Return

To request a return:

1. Email helpdesk@windowcleaningworld.com.

2. Include your invoice or order number.

3. Provide proof of purchase where requested.

4. Identify the products you wish to return.

5. Explain the reason for the return.

6. Include photographs where requested.

7. Wait for return approval and an RMA number before sending or bringing the products back.

Change-of-mind returns sent or delivered without prior approval or an RMA number may be refused.

The RMA requirement does not limit any rights or remedies available under the Australian Consumer Law.

11. Return Address

Approved returns should be sent or delivered to:

Window Cleaning World
9 Edward Street
Turrella NSW 2205
Australia

The RMA number should be clearly included on a separate note inside the shipment or on the outer shipping carton.

Please do not write directly on the product or its retail packaging.

12. Return Shipping Costs

For approved change-of-mind returns:

• The customer is responsible for arranging and paying for return shipping.

• Original shipping and delivery charges are not refundable.

• Products must be packaged securely to prevent damage in transit.

• We recommend using a tracked and appropriately insured shipping service.

• The customer remains responsible for the products until they are received by Window Cleaning World.

Where a product is faulty, damaged or incorrectly supplied, reasonable return shipping costs will be handled in accordance with the Australian Consumer Law.

13. Refund Processing

Approved refunds will be issued to the original payment method wherever reasonably possible, unless another method is agreed with the customer.

For returned products, refunds will generally be processed after:

• The products have been received

• The products and packaging have been inspected

• The return has been approved

• Any agreed deductions have been explained and confirmed

Refunds will be processed within a reasonable period following approval.

The time taken for the refunded amount to appear in the customer’s account may depend on their bank, card issuer or payment provider.

14. Contact Us

For return, cancellation or refund enquiries, contact:

Email: helpdesk@windowcleaningworld.com
Phone: 02 8005 4200
Address: 9 Edward Street, Turrella NSW 2205