Shipping & Returns
UR NEEDS – Returns, Refunds & Shipping Policy
At UR NEEDS, we aim to provide quality products at competitive prices. Please read our Returns, Refunds & Shipping Policy carefully before placing an order.
By purchasing from UR NEEDS, you acknowledge our store policies, subject to your rights under Australian Consumer Law (ACL).
1. Return Authorisation (RMA)
All change-of-mind returns must receive prior authorisation from UR NEEDS.
Customers must contact UR NEEDS through our website within 7 calendar days of receiving their order to request a change-of-mind return.
A Return Merchandise Authorisation (RMA) number must be issued before returning any product.
Unauthorised returns may be refused and returned to the sender at the customer's expense.
Receiving an RMA does not guarantee a refund. All returned products are subject to inspection and approval.
These requirements do not restrict your rights under Australian Consumer Law for faulty, damaged or otherwise non-compliant goods.
2. Strict Return Condition Requirements
For change-of-mind returns, products must meet all the following conditions:
Be in original, unused, factory-sealed condition.
Include all original packaging, accessories, manuals and components.
Have no signs of installation, testing, use, modification or damage.
Have all manufacturer seals, labels and protective packaging intact.
Be suitable for resale as a brand-new product.
Important: Products that have been opened, installed, tested, used or had their factory seals broken are not eligible for change-of-mind returns.
UR NEEDS reserves the right to decline change-of-mind returns that fail to meet these requirements.
3. Return Deadlines & Shipping Responsibilities
Return Deadline
Once an RMA has been approved, the returned product must arrive at our warehouse within 5 business days, unless UR NEEDS agrees otherwise in writing.
Return Shipping Costs
For change-of-mind returns:
All return shipping costs are the customer's responsibility.
Customers are responsible for appropriate packaging, tracking and transit insurance.
UR NEEDS is not responsible for loss or damage occurring during customer-arranged return transportation.
Products damaged during return transit may be rejected.
Where Australian Consumer Law requires UR NEEDS to cover reasonable return costs, those statutory obligations will apply.
4. Refunds, Restocking Fees & Deductions
Approved change-of-mind refunds will only be processed after the returned products have been received and inspected.
The following deductions may apply:
20% restocking fee to cover administration, handling, inspection and restocking.
Original outward shipping and handling charges, where applicable.
Non-refundable payment processing charges, where lawfully recoverable and disclosed.
Refunds will be issued to the original payment method where possible.
Please Note: Restocking fees and other change-of-mind deductions do not apply where prohibited by Australian Consumer Law, including where a customer is entitled to a statutory remedy for a product failure.
5. Non-Returnable Products
The following products are not eligible for change-of-mind returns:
Opened products or items with broken manufacturer seals.
Installed, tested, used or modified products.
Special-order or custom-ordered products.
Bulk commercial orders and specially sourced inventory.
Products damaged by customers after delivery.
Products missing original packaging, accessories or components.
Clearance or final-sale products identified as non-returnable for change of mind.
These exclusions do not affect any rights or remedies available under Australian Consumer Law.
6. Shipping & Delivery Policy
Standard Delivery Timeframes
Orders are generally dispatched using Australia Post or another suitable courier service.
Estimated delivery time is 1–10 business days, depending on the destination, product availability and courier network.
Delivery estimates are not guaranteed. Regional and remote areas may require additional time.
6.1 Free Shipping on Orders Over $250
FREE SHIPPING ON ORDERS OVER $250 IS NOT AUSTRALIA-WIDE AND IS SUBJECT TO LOCATION, PRODUCT SIZE, WEIGHT AND SHIPPING COSTS.
The $250 free-shipping threshold applies only to eligible products and eligible delivery locations.
Free shipping is not automatically available for:
Western Australia (WA) and South Australia (SA), where additional freight costs apply.
Regional and remote delivery locations.
Bulky, oversized, heavy or unusually shaped products.
Palletised shipments and commercial freight.
Orders requiring special handling or additional freight services.
UR NEEDS reserves the right to review shipping charges before dispatch, even when the website checkout initially displays free shipping.
6.2 Western Australia (WA) & South Australia (SA) – Additional Shipping Charges
Due to higher freight costs for certain interstate deliveries, special shipping conditions apply to orders delivered to Western Australia (WA) and South Australia (SA).
If the actual shipping cost exceeds $22, UR NEEDS reserves the right to:
Contact the customer and request payment of the additional shipping amount above $22.
Offer an alternative shipping arrangement where available.
Cancel the order and issue a full refund if the customer does not agree to the additional shipping charge.
Example: If the courier charges $45 for delivery, UR NEEDS may request the additional $23 before dispatch.
This condition may apply even when:
The order value exceeds $250.
The website initially displays free shipping.
The checkout system calculates a lower shipping charge than the actual courier quotation.
No additional shipping charges will be collected without customer approval.
If the customer declines the revised freight charge, the order may be cancelled and all amounts paid for that order will be refunded in full.
6.3 Other Interstate, Regional & Remote Deliveries
For deliveries to other regional, remote or high-cost locations across Australia, UR NEEDS may review the shipping cost before dispatch.
Where the actual freight charge is significantly higher than the amount calculated at checkout, we will contact the customer to discuss available options.
Any additional freight charges require customer approval before dispatch. If no agreement is reached, the order may be cancelled with a full refund.
6.4 Oversized & Bulky Products
Products such as solar batteries, inverters, long lighting fixtures, commercial equipment and other bulky goods may require specialised freight arrangements.
These products may be excluded from standard or promotional free-shipping offers regardless of order value.
Additional freight charges may apply based on dimensions, weight, delivery location and carrier requirements.
7. Damaged Goods & Delivery Issues
Customers are requested to inspect their orders promptly upon delivery.
If an item arrives visibly damaged, please:
Contact UR NEEDS preferably within 24 hours of delivery.
Provide photographs of the damaged product, packaging and shipping label.
Retain the original packaging until the issue has been reviewed.
Avoid installing or using products that may be unsafe.
Prompt notification assists us in investigating courier damage and resolving claims efficiently.
Important: The 24-hour reporting period is a preferred notification timeframe, not a limitation on your statutory consumer rights. Claims involving damaged or faulty goods will be assessed in accordance with Australian Consumer Law, even if reported after 24 hours.
8. Incorrect Shipping Details & Failed Deliveries
Customers are responsible for providing accurate delivery information during checkout.
Additional delivery charges may apply where:
An incorrect or incomplete address is supplied.
The courier cannot complete delivery due to customer-provided information.
The customer requests redirection after dispatch.
An uncollected parcel is returned to our warehouse.
Where a shipment must be resent due to an address error attributable to the customer, applicable redelivery charges must be paid before redispatch.
9. 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 they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy excludes, restricts or modifies your statutory consumer rights.
10. Final Approval & Policy Updates
UR NEEDS reserves the right to:
Reject change-of-mind returns that do not meet our stated eligibility requirements.
Inspect returned products before approving change-of-mind refunds.
Verify actual courier charges before dispatch.
Request customer approval for additional shipping charges.
Cancel and fully refund orders where additional shipping costs cannot be agreed upon before dispatch.
UR NEEDS may update this policy from time to time. The applicable terms for an order will be those communicated at the time of purchase, subject to Australian Consumer Law.
11. Contact UR NEEDS
UR NEEDS Pty Ltd
Warehouse: Unit 13, 45–47 Whyalla Place, Prestons NSW 2170
Website: www.urneeds.com.au
For returns, refunds, damaged goods or shipping enquiries, please contact us through our website.
Thank you for shopping with UR NEEDS.