Refund policy
Return Policy
We want you to be happy with your order. If something's not right — or you've simply changed your mind — here's how returns work at Core Earth Designs.
If anything below isn't clear, give us a call on 1800 943 733 or email info@coreearthdesigns.com.au. We're a real business with a real warehouse and we'd rather sort it out by phone than via a form.
The basics
- 30 days from the day you receive your order to request a return
- Items must be unused, in original condition, and in their original packaging
- Pre-approval is required — please don't ship anything back to us without contacting us first
- Proof of purchase required (your order number is fine)
To start a return, email info@coreearthdesigns.com.au with your order number and the reason. We'll confirm the return, the costs involved, and the return address before you send anything.
Change of mind returns
Change of mind returns are accepted within the 30-day window, subject to the conditions above. The refund you receive will be the item value, less:
- A 30% restocking fee (see below for why)
- All shipping costs — both the original outbound shipping and the cost of returning the item to us
We'll always be upfront about the numbers before you commit to the return.
Why a 30% restocking fee?
These items are heavy, awkward, and expensive to handle. Every returned pallet has to be unpacked, inspected, repackaged, and put back into stock — all of it manual work. We're a small Australian family business, and the restocking fee is what keeps returns sustainable for us without lifting prices for everyone else.
Why aren't shipping costs refunded?
Shipping heavy steel is genuinely expensive. The flat rates we charge at checkout (e.g. $99 metro, $199 regional) are often well below what we actually pay the freight company — sometimes by hundreds of dollars per pallet. We absorb that difference into our product pricing.
When a change-of-mind return comes back to us, we deduct the actual shipping cost we paid, not the flat rate you were charged. We're happy to provide the carrier's invoice on request so you can see exactly what was paid.
The same applies to free shipping orders — if shipping was free, we still paid the freight company, and that real cost is deducted from the refund.
We engage in full transparency - This means we will happily share the invoice (true cost) of shipping from our carrier with you so you are clear on your position - and ours.
Damaged or faulty items
If your order arrives damaged, defective, or it's the wrong item, contact us immediately — ideally within 48 hours of delivery, with photos.
In these cases, we cover everything:
- Full refund or replacement (your choice)
- All shipping costs, both ways
- No restocking fee
This is what we mean by making it right. Faulty product is on us, full stop.
Non-returnable items
Custom-made items cannot be returned under any circumstances.
This includes anything cut to a non-standard length, made in a non-standard height, or fabricated to your specification. Once we've cut steel to your dimensions, we can't put that material back into general stock — it's yours.
We'll always flag custom items clearly at the point of order, and we're happy to confirm specifications by phone or email before fabrication starts. Measure twice — we cut once.
Exchanges
The fastest way to swap an item is to return the original and place a new order separately. Trying to coordinate exchanges with returns adds delay at every step.
If the situation is more complicated (wrong height ordered, project requirements changed mid-build), give us a call on 1800 943 733 before placing anything. We can often work something out directly.
Refunds
Once we receive your return and inspect it, we'll email you to confirm whether the refund has been approved.
- Approved refunds go back to your original payment method
- Most refunds appear in your account within 5–10 business days, depending on your bank or card provider
- We'll send a confirmation email when the refund is processed on our end
If you haven't seen the refund after 10 business days, contact us and we'll chase it up.
Return address
Returns are sent to:
Core Earth Designs Pty Ltd 3/6 Davids Close, Somersby NSW 2250
Please don't send anything to this address without contacting us first — we need to know it's coming so we can receive it properly and start the inspection.
Questions?
Email: info@coreearthdesigns.com.au Phone: 1800 943 733
We'll answer.