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Returns

Returns, Exchanges & Warranties 

INCORRECT SIZE OR STYLE EXCHANGE
 

  • Return your parcel to swap a size or request a Refund for only $16.95 
  • Return your item from New Zealand for only $20.00

We bring our customers the lowest prices online, this can cause problems for returns though. It means we can't cover your return postage cost. But what we can do if offer you our great Australia post rates!
For only $16.95 Aus and $20.00 for NZ customers this includes the delivery of your parcel to our warehouse and the re-postage of your new size back to you. Please begin by printing the following RETURNS FORM  fill it out online and print it out and include it with your return. Phone our customer support on 0295246188 to pay over the phone with Visa or MasterCard or provide your payment details on the form.  Upon receiving payment and your incorrect pair your new style or size will be dispatched and a new tracking number will be emailed to you. If you paid by PayPal they refund your cost of $16.95 / $20.00! For instructions on how to take advantage please click here.

WHAT YOU NEED TO DO:

Once you have printed the returns form please then request a prepaid returns label by calling 0295246188 or by emailing returns@tbwsafety.com.au, So we can find your order please quote your order number, name of the delivery recipient or email address used for your original purchase. At this time the easiest option will be to pay the $16.95 over the phone at the time of requesting a prepaid label.  
We will then e-mail you a pre-paid returns label. Simply follow the instructions in the e-mail and then wrap your box in newspaper or pop it into a bag, please make sure you do this as we intend on reselling your product. Then attach the label and drop it off to any of Australia Post's 30,000 outlets Australia wide. To find your nearest outlet please click here
If you wish to use your own courier please send the boots back along with the returns form and write on the form to let you know when the return is processed and ready for collection, you can then arrange for the item to be picked up. Please know that we do not take any reasonability for items being lost in transit if you use your own courier.

REFUND - CHANGE OF MIND

Changed your mind and no longer require the boots? We are happy to take them back. A fee of $16.95 is to be paid which covers the initial free postage supplied with your order and the cost to return your purchase for a refund. Begin by printing out a copy of the Returns Form and select refund, Call our customer service team on 0295246188 or e-mail returns@tbwsafety.com.au and request a pre-paid label. Simply pay the return fee of $16.95 over the phone or you can put your payment details onto the returns form. Wrap your purchase up in paper to protect the box for resale. Then stick the pre-paid label onto the package and drop this off to any of Australia Post ‘s 30,000 outlets across Australia. To find your nearest outlet please click here.
Once your return has been received back we will process your refund. If you have prepaid the $16.95 you can expect a full refund back into the payment method in which you used to purchase your item, If you have not pre-paid then the amount of $16.95 will be deducted from your refund amount.

Questions? E-mail returns@tbwsafety.com.au. 

INTERNATIONAL RETURNS (excluding New Zealand)

International customers are required to pay the postage of their return to our warehouse at theirs local post office or courier depot. We can't offer you the same process as our Australian customers as we need to send you a Returns label which you won't be able to use. Please continue to print out a Returns form from the Returns tab above. Package up your boots and return them along with the form. Once the boots arrive back we can then bring you our low postage cost for reportage of your new pair. The return cost of your new pair will be the same amount as you would have been charged in your original order. If you would like to be reminded of this price please ask us for a price on returning your boots prior to sending your return back. If you are sending your item back for a refund we simply refund you the amount you paid for the boot we do not refund the postage cost of delivering your  initial order.

CLAIMS FOR MANUFACTURER FAULTS

All of the footwear we sell is new stock and covered by manufacture 6 month warranty. If you find yourself in the unfortunate (and very rare) situation of needing to make a claim for a quality issue please follow these steps;

Firstly please check your item is still within its warranty time frame. This is usually 6 months.
Begin by e-mailing images of the fault through to warranty@tbwsafety.com.au. We will forward the images onto the manufacturer. It can take up to 3 days for the manufacturer to come back to us with an answer. If the manufacturer agrees that your boot contains a fault we will issue you with a new pair straight away at our cost. If the manufacturer request for the faulty boot to be returned for research we will also include a returns bag along with your new delivery so you are not out of pocket for any postage costs. We will also include a warranty form, please fill this out with a description of the fault and send this back along with the boots. Please know you can hand the faulty pair in the return bag to the post man when he delivered your new pair, if you are required to pick the item up from the post office please bring your faulty pair with you and pop them into the return bag and hand it over the counter.

In some cases the boot will be required to be returned so we can identify the fault as sometime images cannot be taken of the fault as it may be inside the product. In this unfortunate case you are required to return the product at your own cost. Once the boots are returned to us we will contact the manufacturer to come take a look. This can take up to 2-3 days. Please click on and include a copy of the following form -  FAULTS RETURNS FORM
If the fault is approved then we will refund your postage cost only from proof of postage receipt. If the boots are declined of any faults then unfortunately your original pair will be coming back to you.
If you request a refund rather than a new pair this can also be arranged upon the manufacturer agreeing to the fault.

 30 DAY COMFORT GUARANTEE

Oliver, Steel Blue and Blundstone offer their customers a 30 Day Comfort Guarantee which provides their customers a chance to return the footwear if the product is to be found uncomfortable. It is required that the product be returned at the customers costs along with the following form: Please click this link to download our FAULTS RETURNS FORM

TERMS AND CONDITIONS: If you return a product under the 30 Day Comfort Guarantee, you cannot request a change of size. 
A refund ONLY will be provided or possible change of style with manager’s approval. The customer must return the goods at their own cost within 30 days.
Our supplying manufacturers offer varying periods of time with regard to their manufacturer warranties, and some offer additional guarantees and warranties on some styles or indeed all of their range. It is too complex for us to list all of their extended and limited offers. 
For further information about specific manufacturer warranties and guarantees, please visit their relative web pages.