Refund policy

Our Policy at a Glance

Because gas struts are often purchased to a specific length, force, or fitment, we do not offer change-of-mind returns or refunds. Please check the product specifications carefully (length, extended length, force/Newton rating, end fittings) before ordering, or contact us if you're unsure which strut suits your application.

We do accept returns, replacements, or refunds where an item is:

  • Faulty or defective (not caused by misuse, incorrect fitment, or normal wear and tear);

  • Damaged in transit; or

  • Incorrectly supplied (i.e. you received the wrong item due to our error).

This is in addition to — and does not limit — any rights you have under the Australian Consumer Law (ACL). Our gas struts come with guarantees that cannot be excluded under the ACL, including the right to a repair, replacement, or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage.

Return Window

If your item is faulty, damaged, or incorrect, please contact us within 14 days of receiving your order to arrange a resolution. Claims made outside this window may still be considered under your Australian Consumer Law rights, particularly for major failures that become apparent later.

How to Request a Return or Refund

  1. Email us at hello@strutwarehouse.com.au with your order number, a description of the issue, and photos of the item (and packaging, if damaged in transit).

  2. We'll review your claim and get back to you within 2 business days with the next steps.

  3. If approved, we'll provide instructions on how to return the item (if required) and whether you'll receive a replacement, repair, or refund.

Please don't send an item back to us before we've confirmed the return — this helps us make sure it's processed correctly and quickly.

Return Shipping Costs

  • If the item is faulty, damaged in transit, or incorrectly supplied due to our error, we will cover the cost of return shipping and send a prepaid satchel/label or reimburse your postage cost.

  • If a return is requested for any other reason and we agree to accept it at our discretion, the customer is responsible for return shipping costs, and the item must be unused, in its original packaging, and in resaleable condition.

Condition of Returned Items

To be eligible for a return, items must be:

  • Unused and uninstalled (once a gas strut has been fitted, we're unable to accept it back as a fault-free return, as its condition can't be verified as new);

  • In original packaging, with all accessories included; and

  • Accompanied by proof of purchase (order number or receipt).

Refunds

Once your return is received and inspected, we'll notify you of the outcome. Approved refunds are processed back to your original payment method within 5-10 business days, depending on your bank or card provider's processing times. Shipping costs on the original order are non-refundable unless the return is due to our error or a fault.

Replacements & Exchanges

Where a fault or incorrect item is confirmed, we're happy to send a replacement of the same item at no extra cost, or arrange an exchange for the correct item where applicable.

Warranty Claims

Our gas struts carry a 2-year manufacturer's warranty covering defects in materials or workmanship from the date of purchase. Warranty claims are handled in the same way as faulty item claims above — contact us with your order details and a description of the issue, and we'll guide you through the process. Warranty does not cover damage from incorrect fitment, overloading beyond rated force, corrosion from improper use, or normal wear and tear.

Questions

If you're unsure whether your situation is covered by this policy, or you'd like help choosing the right strut before you order, contact us at hello@strutwarehouse.com.au - we're happy to help.