Refund policy

At Urban Treads, we take pride in supplying high-quality hardwood stairs and timber materials. This Return & Refund Policy explains your rights and our obligations under Australian Consumer Law.

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). 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 they fail to be of acceptable quality and the failure does not amount to a major failure.

2. Returns Eligibility

We accept returns under the following conditions:

  • The product is faulty, damaged, or defective

  • The product does not match the description or specifications ordered

  • The product was damaged during transit (proof required)

  • The return request is made within 7–14 days of delivery (recommended timeframe)

Products must be:

  • Unused and in original condition

  • In original packaging where possible

  • Accompanied by proof of purchase (invoice or receipt)

3. Non-Returnable Items

Due to the nature of timber and custom materials, the following items are not eligible for return or refund unless faulty:

  • Custom-made or made-to-order products

  • Cut-to-size timber, stair treads, risers, or bespoke components

  • Products that have been installed, altered, sealed, painted, or coated

  • Change-of-mind purchases

Natural timber variations in grain, colour, knots, and texture are not considered defects.

4. Inspection Upon Delivery

We strongly recommend inspecting all products at the time of delivery.

If damage or defects are identified:

  • Notify us within 48 hours of delivery

  • Provide clear photographs and order details

Failure to report issues within this timeframe may affect your eligibility for a return or refund.

5. Refunds

Once a return is approved and inspected:

  • Approved refunds will be processed to the original payment method

  • Refunds typically take 5–10 business days to appear, depending on your bank or payment provider

  • Shipping and handling fees are non-refundable, unless the return is due to a fault or error by Urban Treads

6. Exchanges

Where possible, we may offer:

  • Replacement of faulty or damaged items

  • Exchange for the same product type and specification

Availability of replacement stock is subject to current inventory.

7. Return Shipping

  • If the return is due to a fault, damage, or our error, Urban Treads will cover reasonable return shipping costs

  • For approved non-fault returns (if applicable), return shipping costs are the customer’s responsibility

  • Items must be securely packaged to prevent damage during transit

8. Cancellations

Order cancellations must be requested before dispatch.

  • Orders already in production or custom-made cannot be cancelled

  • Cancellation fees may apply to cover processing or restocking costs

9. How to Request a Return or Refund

To request a return or refund, please contact us with:

  • Order number

  • Description of the issue

  • Photos (if applicable)

  • Contact details

Urban Treads

Email: info@urbantreads.com.au

Address: 16 Elonera Road, Noble Park. Vic. 3174, Australia

Our team will review your request and respond as soon as possible.

10. Policy Updates

Urban Treads reserves the right to amend this Return & Refund Policy at any time. Any updates will be published on our website.