Refund policy

This policy explains how returns and refunds work at FibreOnline. It sits alongside your rights under the Australian Consumer Law, which this policy does not limit or replace.

Your rights under the Australian Consumer Law

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

These rights apply to everything we sell, including sale items and custom-made cables. If you're buying for a business, you may still be a consumer under the Australian Consumer Law, for example for purchases up to $100,000.

Faulty, damaged or not as described

If an item arrives faulty or damaged, doesn't match its description, or develops a fault, please email info@fibreonline.com.au with your order number, a short description of the problem and a photo if you can. We'll reply within 1 business day with return instructions. We cover the cost of returning faulty goods, and we'll refund, replace or repair the item in line with the Australian Consumer Law. For a major failure, you choose whether you'd prefer a refund or a replacement.

Change of mind

We're happy to accept change-of-mind returns on stocked items within 30 days of delivery, as long as they are unused, in resaleable condition and in their original packaging. Please contact us first so we can give you return instructions; returns sent without contacting us may be delayed.

  • You pay the cost of returning the item to us.
  • We refund the price of the returned items to your original payment method. The original delivery charge isn't refunded.
  • If an item comes back used or damaged, we may decline the return or reduce the refund to reflect its condition.

We don't accept change-of-mind returns on items made or configured for your order, because we can't resell them:

  • custom cables designed in the Cable Designer, and cables made to a custom length or specification
  • made-to-order and price-on-request products
  • transceivers coded for your equipment

Ordering the wrong connector, length or fibre type is treated as a change of mind. If you're unsure what you need, ask us before you order and we'll help you check.

Refund timing

We process refunds within 5 business days of receiving and checking the returned items, and we'll email you when it's done. Your bank or card provider may take a few more days to show the credit.

Exchanges

For a different length or connector, the quickest way is to return the original item under the change-of-mind terms above and place a new order.

Contact

FibreOnline (RJJ Trading Pty Ltd, ABN 91 168 542 550), 52 Parkland Rd, Carlingford NSW 2118, Australia. Email info@fibreonline.com.au or call +61 498 709 280. Please don't send returns to this address until we've confirmed the return with you.