Refund policy

Return and Refund Policy

1. Returns & Eligibility We have a 30-day return policy, which means you have 30 days after receiving your steel kit to request a return.

To be eligible for a return, your item must be uninstalled, uncut, drilled, or modified in any way. It must be in its original condition and securely strapped/palletized for transport. You will also need the receipt or proof of purchase.

2. Return Process To start a return, you can contact us at sales@structrahub.com or call 03 7037 7077.

If your return is accepted, we will provide you with a Return Authorization Number (RA) and the address of our Sydney return depot. Items sent back to us without first requesting a return will not be accepted.

3. Return Shipping Costs

  • Defective/Incorrect Items: If the item is faulty or we sent the wrong kit, StructraHub will cover the cost of return freight or arrange a pickup.

  • Change of Mind: If you are returning an item due to a change of mind or incorrect ordering, the customer is responsible for the cost of return freight.

    • Please Note: Return freight for steel structure kits can be significant. We recommend obtaining a freight quote before requesting a return.

    • You may also return the item personally to our Sydney depot by appointment to avoid freight costs.

4. Restocking Fee Due to the heavy industrial nature of our products, a 15% Restocking Fee applies to all "Change of Mind" returns. This covers the labor cost of unpacking, inspecting, and restocking heavy steel components. This fee will be deducted from your final refund amount.

5. Damages and Issues Please inspect your order upon reception. If you notice damage to the steel framing or missing components, contact us immediately at sales@structrahub.com so that we can evaluate the issue and make it right.

6. Exceptions / Non-returnable items Certain types of items cannot be returned:

  • Custom-manufactured frames (made to specific non-standard dimensions).

  • Items that have been installed, concreted, or cut.

  • Hazardous materials or flammable liquids.

7. Refunds We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days (minus any applicable restocking fees or freight charges).

Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at sales@structrahub.com.

8. Australian Consumer Law 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.