Delivery & Shipping Policy
At Advocate Industrial, we stand behind the quality of our products and aim to ensure complete customer satisfaction. Please review our returns policy below.
Change of Mind Returns
- Returns for change of mind are accepted within 14 days of delivery.
- Items must be:
- Unused
- In original packaging
- In resalable condition
- A restocking fee of up to 20% may apply.
- Return shipping costs are the responsibility of the customer.
Damaged, Faulty or Incorrect Goods
- If you receive goods that are damaged, faulty, or incorrect, please notify us within 48 hours of delivery.
- We may request:
- Photos of the product and packaging
- Order details or invoice number
- Once approved, we will arrange:
- Replacement of the item, or
- Refund or credit, where applicable
Non-Returnable Items
The following items are not eligible for return:
- Custom or made-to-order products
- Special order items not normally stocked
- Opened or used fire protection products where compliance or certification may be affected
Return Process
To initiate a return, please contact our team:
Please include:
- Order number
- Description of the issue
- Supporting photos (if applicable)
Once approved, return instructions will be provided.
Refunds
- Approved refunds will be processed within 5–10 business days of receiving and inspecting the returned goods.
- Refunds will be issued via the original payment method unless otherwise agreed.
- Shipping costs are non-refundable unless the return is due to our error.
Exchanges
- Exchanges are subject to stock availability.
- If the requested item is unavailable, a refund or store credit will be issued.
Compliance Notice
Due to the nature of passive fire protection products, items that have been installed, altered, or exposed to site conditions may not be eligible for return, as this can affect compliance with Australian Standards and certification requirements.
Contact Us
For all returns and refund enquiries:
Advocate Industrial / Advocate Fire Protection
Contact Us
To enquire about our services or products, please give us a call or fill out the form on our contact page, and we will be in touch as soon as possible. We look forward to speaking with you.