Returns Policy

Returns, Cancellations & Refunds Policy

Last updated: 20 July 2026

Effective date: This version of the policy applies to orders placed on or after 20 July 2026. Orders placed before this date will be handled under the terms and policies that applied when the order was placed.

We want our customers to be satisfied with their purchases. This policy explains how returns, order cancellations and refunds are handled by Window Cleaning World.

Nothing in this policy excludes, restricts or modifies any rights or remedies available under the Australian Consumer Law.

Important Change-of-Mind Information

  • Change-of-mind returns require prior approval and must generally be requested within 30 days.

  • Orders cancelled after picking, packing, assembly or preparation has commenced may incur a reasonable cancellation and handling fee of up to 5%, capped at $500 per order.

  • Approved change-of-mind returns made after dispatch or collection may incur a reasonable restocking fee of up to 10%, capped at $500 per order.

  • Special-order, customised, modified, cut-to-length and opened consumable products cannot ordinarily be returned for change of mind.

  • These conditions do not affect any rights or remedies available under the Australian Consumer Law.

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

Cancellation requests must be submitted in writing to:

helpdesk@windowcleaningworld.com

Submitting a cancellation request does not automatically cancel an order. An order is only cancelled once the request has been accepted and confirmed by Window Cleaning World.

Orders Not Yet Prepared

If we agree to cancel an order before picking, packing or preparation has commenced, no cancellation fee will normally apply.

Orders Already Prepared

If an order has already been picked, packed, assembled, tested, transferred, palletised or otherwise prepared for dispatch or collection, a reasonable cancellation and handling fee may apply.

The fee will be up to 5% of the value of the cancelled products, capped at a maximum of $500 per order.

The amount charged will reflect the work completed and reasonable costs incurred, which may include:

  • Order administration

  • Warehouse handling

  • Picking and packing

  • Assembly or testing

  • Stock transfers

  • Stock allocation

  • Palletising or freight preparation

  • Non-refundable third-party transaction costs

Any applicable fee will be explained before the cancellation and refund are processed.

The fee will not apply where Window Cleaning World cancels an order because we are unable to supply the products.

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.

Once a customer has been notified that their Click & Collect order is ready, any subsequent change-of-mind cancellation will be treated as a prepared-order cancellation under Section 4.

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.

Where an uncollected order is cancelled because of a change of mind or failure to collect, a reasonable cancellation and handling fee under Section 4 may be deducted from the refund.

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

7. Returns After Dispatch or Collection

Approved change-of-mind returns made after an order has been dispatched or collected may incur a reasonable restocking fee of up to 10% of the returned product value, capped at $500 per order.

The amount charged will reflect the inspection, administration, handling and restocking work reasonably required.

If a product or its packaging is returned damaged, incomplete or no longer in new and resaleable condition, we may:

  • Refuse the change-of-mind return

  • Offer a reduced refund reflecting the product’s reduced value

  • Deduct the reasonable cost of replacing missing or damaged packaging, accessories or components

Any reduction or deduction will reflect the actual loss or cost reasonably incurred and will not duplicate amounts already covered by a restocking fee.

Any proposed fee or deduction will be explained before the refund is processed.

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:

  • Supplier cancellation or restocking fees

  • Supplier or return freight charges

  • Customisation or modification costs

  • Other direct and non-refundable costs

Any applicable charges will be explained before the cancellation or return is processed.

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 applicable cancellation, handling, restocking, freight or damage 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