Refund policy

Return Policy

At Orion Build, we want you to feel complete confidence in the certified steel gauge, galvanized anti-corrosion barrier, and structural accuracy of our building hardware. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to job site contamination, bolt torque scarring, masonry adhesive ingress, and building life-safety considerations, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The post anchor, framing bracket, connector plate, or fastener kit must be completely uninstalled, unbolted, dry-tested only without fasteners, and in its original, brand-new condition.
  • Installation & Fastener Torque Notice: Brackets may be test-fitted against dry timber posts. We strictly cannot accept hardware where concrete dynabolts, coach screws, or timber lag bolts have been torqued through mounting holes (tightening steel fasteners shears hot-dipped zinc coatings, leaves permanent circular washer scarring, and causes micro-cracking in powder finishes).
  • Steel components must show zero job site dirt, wet concrete splatter, mortar slurry, wood glue, saw dust buildup, or weather exposure oxidation.
  • Post saddles must not have been hammered, pried, bent, or altered with angle grinders.
  • All original packaging, inner protective separators, unbroken hardware fastener boxes, and specification alignment tags must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of outdoor job site storage, surface scuffs from tool contact, or damaged shipping cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

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.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because heavy-gauge steel brackets and cast post bases carry significant physical weight, return shipping can be notable. We recommend using a trackable shipping service and purchasing parcel transit insurance, as Orion Build cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@orionbuild.shop within 30 days of delivery. Please include your order number, product model/dimensions, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized reinforced repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing a post saddle size, bracket finish, or delivery address), contact us immediately at support@orionbuild.shop.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our structural hardware inspection team will examine each piece to verify compliance with our return conditions (ungalled bolt holes, unweathered zinc finishes, pristine steel plates, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@orionbuild.shop for further assistance.