Shipping & Returns Policy

Cappstar / Cappstar Australia Last updated: 30/04/2026

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1. Overview

Cappstar / Cappstar Australia ("we", "us", "our") ships nationally within Australia. Some products may have restrictions on destinations — please refer to the individual product listing or contact us before placing your order.

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2. Delivery

2.1 Dispatch Timeframes

Wherever possible, orders are dispatched within 1–2 business days of payment being confirmed. Dispatch times may vary for bulky, made-to-order, or out-of-stock items. We will notify you if there is a delay.

2.2 Delivery Timeframes

Once dispatched, estimated transit times are:

These are estimates only and cannot be guaranteed. Delays caused by third-party carriers, weather, or other circumstances outside our control are not our responsibility, though we will assist where we can.

2.3 Carriers

Shipments are dispatched via third-party freight partners ( Australia Post or another preferred carrier), selected based on the most efficient and appropriate method for the order. Consignment and tracking numbers will be provided wherever possible once your order has been dispatched.

2.4 Shipping Costs

Shipping costs are calculated at checkout based on:

• Weight and dimensions of the items ordered

• Locality: Out-of-area destinations may attract a surcharge. This will be calculated and displayed at checkout before you complete your purchase.

2.5 Delivery Scope & Kerbside

National shipping: We ship to all states and territories within Australia. Some products may not be eligible for shipping to certain regions due to size, weight, or carrier restrictions — this will be indicated at checkout.

2.6 What Is Not Included in Delivery

Unless otherwise agreed in writing, the purchase price and delivery charge do not include:

• Unpacking, assembly, or installation of equipment

• Positioning or placement beyond kerbside/dock delivery

• Connection to any services (plumbing, electrical, gas, etc.)

• Removal of packaging, rubbish, or packing crates

2.7 Transit Insurance

Transit insurance is not included in the purchase or delivery price. If you require insurance for goods in transit, you must arrange this directly with the carrier or your own insurer prior to dispatch. Please contact us if you need assistance identifying the appropriate carrier.

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3. International Shipping

We do not currently ship outside of Australia. / Some products can be shipped internationally; however, restrictions apply. International shipping availability and costs will be displayed at checkout. We are not responsible for customs duties, taxes, or import fees charged by the destination country.

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4. Damaged or Incorrect Goods

4.1 Goods Damaged in Transit

If your order arrives visibly damaged, please:

1. Note the damage with the carrier at the time of delivery where possible.

2. Take photographs of the damaged packaging and item(s) before unpacking further.

3. Contact us at info@cappstar.com.au within 5 business days of delivery, providing your order number, photos, and a description of the damage.

We will work with you and the carrier to resolve the matter as quickly as possible. Depending on the circumstances, we may offer a repair, replacement, or refund in line with your rights under the Australian Consumer Law (see Section 7).

4.2 Incorrect Items

If you receive an item that does not match your order, contact us at info@cappstar.com.au within 5 business days of delivery. We will arrange a collection of the incorrect item and dispatch the correct one at no additional cost to you.

4.3 Accuracy of Product Information

We make every effort to ensure product descriptions, specifications, and pricing on our website are accurate and up to date. However, with a large catalogue, occasional errors may occur. If you believe there is an inaccuracy in a listing, please contact us before placing your order.

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5. Returns & Refunds (Change of Mind)

We accept change-of-mind returns subject to the following conditions. Please note that change-of-mind returns are a discretionary courtesy and do not affect your rights under the Australian Consumer Law (see Section 7).

Prior authorisation is required. Goods returned without prior arrangement will not be accepted. Please contact us at info@cappstar.com.au before sending any item back.

5.1 Eligibility Conditions

To be eligible for a change-of-mind return, the following must all apply:

• (a) The item must be in its original, unused condition — with no scratches, dents, or signs of use — and preferably in its original packaging with all original instruction booklets, warranty cards, and documentation included.

• (b) For consumable items, a minimum best-before date of 5 months must remain at the time of return. Items with less than this remaining will not be accepted.

• (c) The item must be fully disconnected from all services (plumbing, electrical, gas, etc.) prior to collection or return postage being arranged.

• (d) The return must be initiated within 14 days of the delivery date.

5.2 Restocking Fee

All approved change-of-mind returns are subject to a minimum 25% restocking fee, which reflects the costs charged to us by our suppliers. The applicable fee will be confirmed in writing when your return is authorised.

5.3 Return Shipping Costs

For change-of-mind returns, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method, as we cannot be responsible for items lost or damaged in return transit.

5.4 Refund Processing

Once the returned item has been received and inspected, and eligibility under 5.1 confirmed, your refund will be processed to:

• Your original payment method (credit card refunds may be subject to any applicable card processing fees being deducted), or

• A store credit, at your election.

Please allow 5–10 business days for the refund to appear after approval.

5.5 Used or Installed Items

If a returned item has been used, installed, or connected to any services, it will be assessed as second-hand. In such cases, a credit or refund may not be issued, or may be reduced to reflect the diminished value of the item.

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6. Warranty

The equipment and goods sold by us are covered by the manufacturer's warranty applicable to each product. Warranty terms, duration, and coverage vary by manufacturer and product — please refer to the warranty documentation included with your item.

6.1 Warranty Claims

If you believe your item has developed a fault covered by the manufacturer's warranty:

1. Contact us at info@cappstar.com.au  with your order number, a description of the fault, and supporting photos or video where applicable.

2. We will liaise with the relevant supplier or manufacturer on your behalf.

3. Under manufacturer warranty, the supplier typically reserves the right to repair the item in the first instance, rather than replace or refund it. We will endeavour to have warranty service completed in a reasonable timeframe.

Note for the business: If a fault is present at or near the time of purchase, this may also engage the consumer guarantees under the ACL (Section 7), which have different rules to manufacturer warranty — particularly around major failures. Do not rely solely on manufacturer warranty terms to determine a customer's entitlement.

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7. 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 goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

What is a Major Failure?

A failure is major if the goods:

• Would not have been bought by a reasonable person who knew of the problem

• Are significantly different from the description, sample, or demonstration

• Are substantially unfit for their common purpose and cannot be remedied within a reasonable time

• Are unsafe

What Happens for a Minor Failure?

For a minor failure, we may choose to repair the item rather than replace it or offer a refund. We will do this within a reasonable timeframe.

How to Make a Consumer Guarantee Claim

Contact us at info@cappstar.com.au  with your order number and a description of the issue. We will respond within 2 business days to discuss the appropriate remedy.

Note: The restocking fee in Section 5.2 and the conditions in Section 5.1 apply only to change-of-mind returns. They do not apply to claims made under the Australian Consumer Law. Attempting to apply a restocking fee to a consumer guarantee claim would not be consistent with the ACL.

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8. Products Outside Our Control

It is the customer's responsibility to ensure that all items ordered are correct for the intended purpose, that measurements and specifications are confirmed before ordering, and that any information provided to us (delivery address, specifications, etc.) is accurate. We are not responsible for losses arising from incorrect information provided by the customer.

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9. Contact Us

For all shipping, delivery, returns, or warranty enquiries, please contact us:

Cappstar / Cappstar Australia
info@cappstar.com.au
1300 788 355 (Australia)
https://www.cappstar.com.au
PO Box 7019, Alexandria, NSW 2015, Australia
Business hours: Monday–Friday, 9am–5pm

We are committed to working with our customers to reach the best possible outcome.

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This policy was last reviewed on 30/04/2026. It is subject to change without notice. The current version will always be available on our website.