Returns Policy

Returns Policy
To give you peace of mind when shopping with us we accept returns within 60 days from the date of your order. We are happy to exchange for credit, or refund items in new, unused and original condition.

We can provide an AWR Solutions store credit or a refund, at your request, where the returned item is subject to the following;

  • The item is returned within 60 days from the date of the original order.
  • Presents "as new" in appearance, be unused, have no signs of wear and tear, and must not be damaged.
  • All returns MUST be authourised by AWR Solutions prior to goods being returned.
  • When returning goods please include a copy of your receipt and the reason for the return.

If the above return criteria are not met, we may decline the return.

Exceptions to 60 day returns
*Please note all dimensions given are meant as a guide only. Although we do our best to ensure these are accurate, they can vary slightly from shipment to shipment. If exact dimensions are important to the purchaser, they should be checked prior to purchase.

*Returns are not available for special order or custom-made products. This includes pre-made balustrade wires, handrail tube, and balustrade posts.

*Returns are not available for Trex Decking and Trex Railing. We highly recommend requesting free colour samples prior to ordering. Please also read details on Trex's industry leading 25 year Warranty.

*For change of mind purchases the customer is responsible for all return and postage costs.

If there is an issue with your product, please contact us at

Faulty Items
AWR Solutions takes full responsibility for any faulty goods supplied. On the very rare occasion you have a faulty item that you would like refunded, repaired or replaced, please contact us before sending the item back. If emailing regarding a fault, please attach pictures of the fault so the item can be assessed before a return is approved. In cases where a faulty item was received a pre-paid shipping label can be emailed to cover the return costs on the faulty item. Faulty items may be returned outside of the regular returns time frames providing the item is still under warranty. Please contact us to assess the best course of action for your situation.

If your order is delivered damaged please take photos of the damage and email them to our customer service department before and after opening your package to ensure the correct procedure can be followed to rectifying the situation.

We're here to help
If you have any questions or concerns about whether your item/s meet the above criteria, please contact us, we are happy to help. contact us by email or call us on 1300 781 266.

We recommend sending returns via registered post or tracked courier as we do not accept responsibility for lost items.

We will process your return as an account credit or refund. Upon receiving your return we will assess your item/s and process a store credit or a refund. This will be paid back to you via your original payment method or as agreed.

Exchange or credit
An AWR Solutions store credit allows you to make a purchase through your AWR Solutions account for items which are in stock and gives you access to all of our payment options should your order total exceed your credit amount.

Special Order Items
Products that are specially ordered non-stock items, custom made, bulk quantity, or corporate special orders cannot be exchanged or refunded.

More Questions
If you have any more questions or comments on our shipping policies please feel free to contact us by email or call us on 1300 781 266.