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88 days free trial for all items, we refund in full if you don't like them. No questions asked.
88 days free trial for all items, we refund in full if you don't like them. No questions asked.

Returns & Refund Policy

Return & Refund policy

  • Returns accepted for 30 days
  • Free return shipping
  • No restocking fee

You can choose to request either a refund or a replacement for an item, depending on the product and the reason of your return.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  During holiday seasons, the refund & return window will be extended accordingly. 

  • Return Items You Ordered

You can choose to request either a refund or a replacement for an item, depending on the product and the reason of your return.

You are not required to pay for all associated shipping costs. 

  • Return Instructions 

you can contact us at If your return is accepted, we’ll send you instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be qualified for a refund. 

For refund, a pre-paid returning label to our warehouse will be provided to you.

For replacement, we will send out a replacement parcel with tracking number sent to your preferred contact method.

These labels are generated with Australia post, you can track them by the link:

You can always contact us for any return question at

  • Refund -  we start refund upon confirmation the return parcel is in transit, or examining the returned item 

You can check the status of your refund by:

a) Checking your email for refund notification and bank remittance  

Banks can take 2-10 business days to settle your refund after Socrates Building Supplies processes initiates the refund.  Please reach out to them directly for those cases.

After we've received and processed your return, you can expect to receive your refund in the following timelines: We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. 

Payment Method

Refund Method

Refund Time (after return has been processed)

Credit Card

Credit Card

2 to 10 business days

Bank Transfer

Bank Transfer

1 to 2 business days


Note: In cases where the original payment method is a credit card, we may process a refund via nominated bank account upon your request.

b) If your refund is not showing as refunded, and the processing time for your payment method has passed, you can send email or call us for further assistance.


Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned,

  • Items classified as hazardous materials or use flammable liquids or gases
  • Online subscriptions after they have been accessed
  • Gift cards (except as required by law)
  • Some jewellery orders
  • Some health and personal care items (for example, where packaging, seal or hygiene strip have been broken or tampered with) (e.g. Masks, PPE items)



  • If you identify that an item listed above is faulty, arrived damaged, or you received the wrong item or lacking in quantity due to an processing error, please contact us as you may still be entitled to a remedy. 
  • This Policy and any related return and refund rights we offer you apply in addition to, and do not limit, other rights and remedies you may have under law including under the Australian Consumer Law.

Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Missing Parcel 

If your order consisted multiple items and only few were delivered to you, it's possible that the other items in your order were dispatched in another shipment. To confirm, send us an email.

To track items in another shipment, check the status using Track package for that order in 

If your order consisted of single item and is not delivered:

  • Verify the shipping address in the order confirmation
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package. The carrier could have left your package in a safe place such as the porch, mail room or reception, building manager within apartment complex.
  • See if someone else at your address accepted the delivery.
  • Wait for 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
  • If problem persists, contact us for a refund or replacement 


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