At SteelChief, we manufacture both standard products and made-to-order products. Because many of our items are built specifically to customer specifications, our returns policy varies depending on the product category.
Specific return conditions may also be outlined on individual product pages.
1. Product Categories
A. Made-to-Order Products
These include:
- Timber sheds
- Steel sheds
- Custom sheds
- Dog pens
- Custom enclosures
- Any product built or modified to customer specifications
These products are manufactured specifically for you after your order is placed.
B. Standard Products
These include stocked, non-custom items such as:
- Dog kennels
- Shelves
- Shovel racks
- Steady racks
- Other pre-designed, non-custom products
These items are not built to individual specifications.
Made-to-Order Products (e.g. Sheds & Dog Pens)
What Happens After You Place Your Order
After your order is placed:
- Our team reviews your specifications.
- We will contact you to:
- Confirm measurements
- Discuss intended use
- Clarify configuration details
- Provide drawings (where relevant)
- Confirm suitability
- Lead times are confirmed.
- Manufacturing is scheduled and commenced only after key details are verified.
This process is designed to reduce the likelihood of errors and ensure the product suits your needs.
We try to catch any issues with before making your product.
Changes or Cancellations Before Production (Made-to-order Products)
If your order has been placed and paid for but has not yet entered production, we may be able to:
- Amend the order, or
- Cancel the order and issue a refund (less any applicable administrative or processing costs).
Requests must be made as soon as possible.
Once manufacturing has commenced, cancellation is not possible.
Returns & Change of Mind (After Production Begins)
Made-to-order products cannot be returned once production has commenced.
Because these products are built specifically to your confirmed specifications, they:
- Cannot be restocked
- Cannot be resold as standard products
- Are manufactured uniquely for you
For this reason, change-of-mind returns are not accepted on made-to-order products.
Discretionary Consideration for Customer Specification Errors
If a made-to-order product has been manufactured in accordance with the approved specifications, but an error has occurred due to incorrect measurements, selections, or information supplied by the customer, SteelChief may, at its sole discretion, consider a partial refund arrangement.
Where approved:
- Any refund would be limited to a maximum of 50% of the product price only.
- Delivery, installation, service fees, and other charges are not refundable.
- Additional pickup, transport, handling, or restocking costs may apply.
- The final decision, eligibility, and refund amount remain entirely at SteelChief’s discretion.
This provision is not a guaranteed entitlement and is assessed on a case-by-case basis.
Standard Products
Standard, non-custom products may be eligible for return under the following conditions.
Eligibility for Return (Standard Products)
- A return must be requested within 14 days of receiving the product.
- The product must be unused and in original, undamaged condition.
- The product must not have been modified or installed.
- Original packaging must be intact where applicable.
Return Process (Standard Products)
- Contact our customer service team to initiate a return.
- We will provide return instructions.
- Return transport may be arranged at the customer’s expense unless otherwise agreed.
- Once the product is received and inspected, an eligible refund will be processed.
Refunds (Standard Products)
Refunds will cover the purchase price of the product.
The following are not refundable:
- Delivery charges
- Assembly or installation fees
- Service or call-out fees
- Customisation charges
Damaged or Defective Products
If your product arrives damaged or defective:
- Contact us immediately.
- Provide photos and details of the issue.
- We will assess and provide an appropriate remedy.
This may include repair, replacement, or refund in accordance with Australian Consumer Law.
Australian Consumer Law
Nothing in this policy excludes, restricts, or modifies your rights under Australian Consumer Law.
Getting Your Price
