Refund policy

We want you to get the right tape the first time. If something goes wrong, we'll sort it out quickly. This one policy covers all returns, exchanges and refunds.

Not sure which tape you need? Ask us first

Tape choice depends on the surfaces, temperature, load and environment. Call us on 1300 435 191 before you order and we'll help you pick the right product. It's the quickest way to avoid a return.

Faulty, damaged or wrong items

Our products come with guarantees that can't be excluded under the Australian Consumer Law. If your item is faulty, damaged in transit, not as described, or not what you ordered:

• Major problem: you can choose a refund or a replacement.
• Minor problem: we'll replace or refund it within a reasonable time.
• We refund your return postage: send the items back to us and we'll refund your return postage once we receive them. Please keep your proof of postage or receipt. No restocking fee applies.
• You may also be entitled to compensation for any other reasonably foreseeable loss or damage.

Any product advice we give is general guidance only. Because we can't control surface conditions, temperature, application method or how the product is used, it's your responsibility to test and confirm the product is suitable for your application before use. This doesn't affect your rights under the Australian Consumer Law.

• Damaged in transit or missing parcels: contact us within 7 days of delivery, or of the expected delivery date if it hasn't arrived.
• Faulty items: please let us know within 7 days of delivery where possible. Photos help.

Change of mind

Ordered the wrong size or no longer need it? We're happy to refund a change-of-mind return if:

• you contact us within 30 days of delivery
• the item is unused, in its original packaging, and in a condition we can resell
• you pay the return freight
• a 15% restocking fee applies, calculated on the price of the items returned

The restocking fee applies only to change-of-mind returns. It never applies to faulty, damaged or incorrectly supplied items. Ordering the wrong size or product counts as change of mind, so the 15% restocking fee applies. To avoid it, please check sizes and specifications before you order, or call us on 1300 435 191 and we'll confirm you've got the right tape.

Custom-cut, converted and made-to-order tapes (e.g. non-standard widths or lengths cut for you) can't be returned for change of mind, because we can't resell them. They're still fully covered if they're faulty or not made to the specs we agreed.

How to start a return

1. Email info@tapesonline.com.au with:
   • your name and order number (it's on your invoice)
   • which items, and how many, you'd like to return
   • the reason (for faulty or damaged items, please attach photos)
2. We'll reply within 2 business days with next steps.
3. Send the items (once we've approved the return) to:

   Tapes Online Pty Ltd
   1/9 Mirra Court, Bundoora VIC 3083

   Please put a note with your order number inside the parcel. Pack the items carefully and keep proof of postage. Change-of-mind returns are your responsibility until they reach us.

Please don't send items back before we've confirmed the return, so we can match them to your order.

Refunds and exchanges

• Exchanges (faulty, damaged or wrong items only): we'll dispatch the replacement within 48 hours of receiving your return. Change-of-mind returns are refunded, not exchanged.
• Refunds: we'll process the refund within 14 days of approving it, back to your original payment method. Your bank may take a few extra days to show it.
• Change-of-mind refunds have the 15% restocking fee (calculated on the items returned) deducted.

Need a hand?

Call 1300 435 191 (9am–5pm Melbourne time, Monday–Friday, excluding Victorian public holidays) or email info@tapesonline.com.au. We're here to help.

Nothing in this policy limits your rights under the Australian Consumer Law.