Refund policy

At DM Telco, we want you to be completely satisfied with your purchase. As an Australian business, our Returns Policy is in addition to your rights under the Australian Consumer Law (ACL).

1. Australian Consumer Law Guarantees

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.

2. Change of Mind Returns

We understand that sometimes you may order the wrong part or change your mind. We accept returns for "Change of Mind" under the following strict conditions:

  • Timeframe: You must request a return within 30 days of receiving your item.

  • Condition: Items must be unused, in original packaging, and in resalable condition (e.g., cable rolls must be uncut/sealed; hardware bags unopened).

  • Shipping Costs: For Change of Mind returns, the customer is responsible for return shipping costs. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.

  • Restocking Fee: We reserve the right to charge a 10% restocking fee for large B2B orders returned due to change of mind, to cover warehouse handling and administration.

Exclusions for Change of Mind: We generally do not accept Change of Mind returns for:

  • Custom-cut products: (e.g., Coaxial, fibre, or power cable cut to a specific length).

  • Hazardous materials: Flammable liquids, gases, or chemical consumables.

  • Sale Items: "Change of Mind" returns are not available on clearance or "final sale" items. (Note: This does not affect your rights if the item is faulty).

3. Faulty, Damaged, or Incorrect Items

If you receive an item that is defective, damaged in transit, or incorrect (wrong SKU supplied), please contact us immediately.

  • Assessment: We will assess the issue. For minor failures, we may elect to repair or replace the item. For major failures, you are entitled to choose between a refund or a replacement.

  • Shipping Costs: DM Telco will cover the shipping costs for returning faulty or incorrect items. We will provide you with a pre-paid shipping label or reimburse reasonable postage costs upon valid receipt.

4. How to Initiate a Return

To start a return, please contact our team:

  • Email: team@dmtelco.com.au

  • Phone: 1300 050 000

Please include your Order Number and a photo of the issue (if applicable).

Return Address: DM Telco Returns Unit 3/1368 Kingsford Smith Dr Pinkenba, QLD 4008

Items sent back to us without first requesting a return via email may not be accepted.

5. Refunds

Once your return is received and inspected at our Pinkenba warehouse, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed automatically to your original payment method.

  • Please allow up to 10 business days for your bank or credit card company to process the funds.