Refund policy

Last updated: 13 September 2026

Our commitment to you

At RenterFriend, we want you to be happy with your purchase. This Refund Policy explains how returns, refunds and replacements work when you shop with us at renterfriend.com.au. Nothing in this policy excludes, restricts or modifies any consumer guarantee, right or remedy you have under the Australian Consumer Law (ACL), and where any part of this policy is inconsistent with the ACL, the ACL prevails.

Your rights under the Australian Consumer Law

Our products 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 for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If an item you receive is faulty, damaged, significantly different from its description, or not fit for its intended purpose, please contact us and we will arrange a repair, replacement or refund in accordance with the ACL.

Change of mind

Because many of our products are shipped directly from our suppliers' warehouses, we are not able to offer change-of-mind returns on most items. If you would like to check whether a specific product is eligible for a change-of-mind return, please contact us before placing your order or within 14 days of receiving it. Where a change-of-mind return is accepted, the item must be unused, in its original condition and original packaging, and you will be responsible for the cost of return shipping. Change-of-mind returns do not affect your rights under the Australian Consumer Law.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged in transit, or different from what you ordered, please contact us within 7 days of delivery with your order number and photos of the item and its packaging. We will assess your request and arrange a repair, replacement, resend or refund as appropriate, at no cost to you.

How to request a return or refund

To start a return or refund request, please contact us through our Contact page with your order number and details of the issue. We aim to respond within 2 business days.

Refund processing

Approved refunds are issued to your original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or card provider. Original shipping costs are non-refundable unless the return is due to our error, a fault, or is otherwise required under the Australian Consumer Law.