Refund policy

Refund and Returns Policy

1. Overview

At Rapid Edge QLD, we take pride in the quality and precision of our Australian-manufactured HVAC components. Because many of our products are technical in nature or manufactured to specific dimensions, our return policy distinguishes between Standard Stock and Made-to-Order items.

2. Made-to-Order & Custom Products

The following items are considered Made-to-Order and are manufactured specifically for your project:

  • Condenser Cages (All sizes and configurations)

  • HVAC Filters (Flat and V-Form, including custom media grades)

  • Electric Duct Heater (EDH) Boxes (All custom-built units)

Cancellations & Returns: Once production has commenced on these items, we cannot accept cancellations, returns, or exchanges for "change of mind" or incorrect ordering. We strongly recommend that all trade customers double-check site measurements and technical specifications before finalizing an order.

3. Faulty or Damaged Goods

In accordance with Australian Consumer Law, you are entitled to a repair, replacement, or refund for goods that have a major failure.

  • Reporting: Any claims for transit damage or manufacturing faults must be reported to us within 7 days of delivery.

  • Evidence: Please provide your order number and clear photographic evidence of the fault or damage to sales@rapidedgeqld.com.au

  • Resolution: If a product is confirmed to be faulty or does not match the technical specifications ordered, we will provide a replacement or full refund at no additional cost to you.

4. Standard Stock Returns (If Applicable)

For any non-customized, off-the-shelf items that we agree to take back:

  • Items must be returned in original, unused condition within 14 days.

  • A 20% restocking fee applies to cover handling and administration.

  • Return freight costs are the responsibility of the customer.

5. Contact Us

For all technical inquiries or return requests, please contact our Acacia Ridge office:

  • Email: sales@rapidedgeqld.com.au

  • Address: 143 Ingram Road, Acacia Ridge, QLD, 4110