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Last updated: May 2026
At Titan Trade Centre, your satisfaction matters to us. We know that sometimes things don't go to plan — maybe the product isn't quite right for your project, or you've had a change of mind. Whatever the reason, we've kept our return process simple and fair, and we'll do our best to help you through it.
Our Return Window
You have 14 days from the date of purchase to start a return. Get in touch within that window and we'll work through it with you.
If 14 days have passed, you can still return — but a 20% restocking fee will come off your refund. That fee isn't arbitrary. It covers re-inspection, handling, and getting the item back on the shelf. We'd rather not charge it, but late returns do cost us real time and labour.
After 30 days from the date of purchase, we do not accept returns or exchanges under any circumstances. If it's been more than a month, the sale is final - no exceptions.
What Can Be Returned
Most things we sell — decking boards, cladding panels, artificial grass, LED lighting, smart mirrors, accessories — can come back provided:
- The item is unused and in the same condition it left us
- It's in its original packaging (or packaging that keeps it safe)
- It hasn't been cut, trimmed, or altered
Items That Cannot Be Returned
Cut or altered items. Once something has been modified to size, we can't resell it. Artificial grass cut from the roll, decking boards trimmed to length, cladding cut down — none of that can come back. No exceptions, so please double-check your measurements before cutting.
Sale and clearance items. These are final sale. We're upfront about that when you buy, but worth spelling it out here.
Self-Pickup: Have a Look Before You Drive Off
If you're collecting from our Pakenham warehouse, check your order before it goes on the vehicle. Once goods leave our premises via self-pickup, we're not responsible for what happens to them in transit or during unloading. Our team is happy to help you load properly, but after that the goods are in your hands.
Spot an issue while you're still here? Say something and we'll fix it before you go.
Damaged or Faulty Goods
If your delivery shows up with damage, or something looks like a manufacturing defect, contact us within 24 hours. A few photos sent to sales@titantradecentre.com.au goes a long way — it helps us understand the problem quickly and get you sorted.
Where the fault is genuine, we'll arrange a replacement, exchange, or refund. Restocking fees don't apply to faulty goods.
One thing worth knowing: under the Australian Consumer Law, your right to a remedy for a faulty product exists independently of any store's return policy. We can't limit those rights, and we wouldn't try to.
How Refunds Are Paid
Refunds go out via bank transfer only. We don't refund to credit cards or issue store credit (unless we've agreed something different beforehand).
Once we've received and checked the returned item, refunds are usually processed within 5–7 business days.
Starting a Return
1. Email sales@titantradecentre.com.au with your order number, the item(s) you're returning, and what's going on.
2. We'll get back to you within 1–2 business days.
3. If approved, we'll send you return instructions and the warehouse address.
4. Pack the item securely — original packaging if you have it — and send it tracked.
5. Once we've inspected the return, we'll confirm the refund amount and put through the bank transfer.
Quick Reference
- Within 14 days: returns accepted, no fee
- After 14 days: 20% restocking fee deducted from refund
- No exchange or return, after 30 days from purchase
- Cut or altered items: not eligible for return
- Sale and clearance items: final sale
- Refund method: bank transfer only
- Self-pickup goods: once they leave the warehouse, damage is your responsibility
- Delivery damage or faults: let us know within 24 hours with photos
Questions? Reach us at sales@titantradecentre.com.au or on 1800 084 826. Open 7 days.
25 Southeast Boulevard, Pakenham VIC 3810