Sydney Tools' No Returns Policy

LSolx on 01/07/2025 - 09:13
Last edited 02/07/2025 - 09:03

Public Service Annoucement

Sydney Tools

policy changed in Feb 2025

27. Sydney Tools Refund Policy

No Returns Policy

At Sydney Tools, we are committed to providing high-quality products and excellent customer service. Please note the following regarding our returns policy: All sales are final. We do not accept returns, exchanges, or refunds on any products purchased from Sydney Tools unless required by law. Customers are encouraged to carefully select and inspect products before completing their purchase. In the event of a faulty or damaged item, please contact our customer service team to discuss possible solutions, which may include repairs or replacements in accordance with your statutory rights under Australian Consumer Law. For warranty claims, please refer to the manufacturer’s warranty policy included with your product, which may offer repair or replacement options.
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Total Tools

Total Tools Online Order Returns Policy

PROOF OF PURCHASE

Before returning or exchanging a product, Total Tools requires proof of purchase identifying the date, price, store and product/s purchased.
If you do not have one or more of these details, we will attempt to locate them in our system.

CHANGE OF MIND

If you have simply changed your mind, Total Tools will exchange unused products returned within 30 days that are in original/resaleable condition. “Change of mind” does not apply to sale or promotional items, spare parts, “special order” products or products not usually stocked.

Poll Options expired

  • 65
    Will stop buying from Sydney Tools (price-match at other hardware shops)
  • 23
    Will continue buying from Sydney Tools if price is right
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Comments

  • brendanm on 01/07/2025 - 09:27
    +15

    What's the issue exactly?

    • Solx on 01/07/2025 - 09:30
      +10

      PSA for awareness

      No issue to you perhaps. There is no change of mind at Sydney Tools, even if you have not collected the order for Click & Collect. If you do not collect within 120days, they can dispose the order without refund.

      • apsilon on 01/07/2025 - 09:34
        +15

        It's reached a stage where we need a PSA to make people aware of a business following the law?

        The fact they offer change of mind at all is a step above what they need to do.

        • jv on 01/07/2025 - 15:23
          +3

          following the law?

          If you haven't received the goods, is the transaction complete?

          • try2bhelpful on 01/07/2025 - 17:56
            +5

            @jv: If you don’t pick up the goods like you say you will then yes. Who would order a tool for click and collect and then ghost the company?

            • jv on 02/07/2025 - 10:56
              +1

              @try2bhelpful: Nope…

              A transaction is generally considered complete when the transfer of money or value has been successfully processed and recorded, and the goods or services have been exchanged between parties.

              • Muppet Detector on 03/07/2025 - 08:59

                @jv: Are you confusing a transaction with a contract?

                • jv on 03/07/2025 - 09:18

                  @Muppet Detector: The transaction is a part of the contract.

                  • Muppet Detector on 03/07/2025 - 11:51

                    @jv: For click and collect, the contract was discharged by performance once item was made available to collect and consideration had exchanged hands.

                    Formation of a contract:
                    1) Offer and,
                    2) Acceptance and,
                    3) Considerstion and,
                    4) Capacity and,
                    5) Intention to be legally bound.

                    Discharge of contract:
                    1) by performance or,
                    2) mutual agreement or,
                    3) court order

                    • jv on 03/07/2025 - 13:33

                      @Muppet Detector:

                      1) by performance

                      = transaction

                      • Muppet Detector on 03/07/2025 - 13:33

                        @jv: Sure.

                          • Muppet Detector on 03/07/2025 - 13:41

                            @jv: Did you read that link?

                            Says something about providing the goods.

                            When company made click and collect items available for collection, that is the extent of their legal obligation, they have provided the goods. It is not their fault if you don't pick them up on time.

                            Ownership has now passed from the business to the buyer. Transaction complete.

                            Possession is not necessary, just ownership.

                            If you do fail to collect those goods, the business can even charge you storage costs for those goods until the time they can legally dispose of those goods as abandoned goods.

                            • jv on 03/07/2025 - 13:44
                              -1

                              @Muppet Detector:

                              Says something about providing the goods.

                              Just keeping them in your store is not the definition of 'providing'…

                              Similar to if Australia Post keep an item in their truck, it is not 'providing'…

                              • Muppet Detector on 03/07/2025 - 13:47
                                +1

                                @jv: Your contract with Aus post is for them to deliver your goods to you. That is the service that you are paying for. They have provided that service when they deliver your mail.

                                For click and collect, you are buying goods which you agree to collect. They have provided those goods when they make them available for you to collect.

                                They are not a storage facility.

                                • jv on 03/07/2025 - 13:51

                                  @Muppet Detector:

                                  Your contract with Aus post is for them to deliver your goods to you. That is the service that you are paying for.

                                  and 'click & collect' is that you collect the goods after 'clicking'… That is the service that you are paying for.

                                  • Muppet Detector on 03/07/2025 - 13:55
                                    +1

                                    @jv: Collecting is the buyer's responsibility. The business does not have control over this.

                                    Business has to meet their contract terms.
                                    Buyer has to meet their contract terms.

                                    Buyer agreed to collect items by a certain time/date.

                                    Buyer needs to do that.

                                    Seller only fails if they don't make the goods available for collection.

                                    • jv on 03/07/2025 - 13:55
                                      -1

                                      @Muppet Detector:

                                      Collecting is the buyer's responsibility.
                                      The business does not have control over this.

                                      So how do they know that the buyer collected?

                                • jv on 03/07/2025 - 13:53

                                  @Muppet Detector:

                                  They have provided those goods when they make them available for you to collect.

                                  What if someone else collects them after they were made available ?

                                  Do they just say "tough luck", we fulfilled our contract to make the item available?

      • brendanm on 01/07/2025 - 12:36
        +1

        Do you post a PSA do every single business that follows consumer law? They have no obligation to refund for change of mind, same as any other business.

        Don't buy things you don't want, it's not that difficult.

        • Solx on 01/07/2025 - 19:32

          They changed the policy recently. Are you saying you knew about this change before this?

          • brendanm on 01/07/2025 - 20:21
            -2

            @Solx: I didn't care about the policy at any point, as I buy things to use them, not to return them unopened.

            Again, what they are doing is what the law says they can do.

            • Solx on 01/07/2025 - 20:33

              @brendanm: Don't have to be so sensitive 😁.

              A wise man once said "Different people have different ways of doing things, other brokers may have better ways. Open minded."

              There are so many possible reasons for returns right?! Unwanted gift, etc.

              This post is for those who are unaware.

      • Qazxswec on 01/07/2025 - 20:19

        But your own post literally says there is a 30 day change of mind policy, i don't understand?

        • brendanm on 01/07/2025 - 20:21
          +1

          OPs post is formatted like crap. The second half is the total tools policy.

          • Solx on 01/07/2025 - 20:46
            -2

            @brendanm: Thanks for your compliment!

            Any advice on formatting given your extensive experience with posts? (As easy as fixing a car?)

            • brendanm on 02/07/2025 - 07:09
              +2

              @Solx: Yeah, don't do it like you did it.

      • Muppet Detector on 03/07/2025 - 09:13

        You will probably find that the 129 day failure to collect has something to do with disposal of abandoned goods.

    • payless69 on 01/07/2025 - 14:44

      Too many PF watchers.
      Todd told them to buy a real tool.

  • pegaxs on 01/07/2025 - 09:36
    +1

    Well, the warranty claim portion is illegal and against ACL. I don’t have to consult anything. I simply return it to the store I bought it from and then get a refund, replacement or repair.

    Other than that, it’s pretty boilerplate stuff.

    • kaos on 01/07/2025 - 12:33

      not really, if you take this to a court and you haven't given the seller an opportunity to assess the item you aren't going to win.
      Allowing the seller to assess the item might not be specifically mentioned in consumer law, but you can imagine this step is still important.

    • Ughhh on 01/07/2025 - 20:37
      +2

      A business has the right to assess the product or service before they provide a remedy.

      • pegaxs on 01/07/2025 - 23:22
        +2

        Correct, but they must provide one of the three remedies I outlined above, I never said they didn’t have a right to assess a warranty return, just that they can’t fob you off to the manufacturer nor the manufacturers policy.

        What a business cant do, is fob you off to the manufacturer or tell you to do something that is outside your statutory rights. I don’t have to consult the “manufacturer’s warranty policy” as this policy may be misleading. I am dealing with Sydney Tools and they can go read the warranty policy.

        ACL overrides any “warranty policy”. It also states that I can deal with the store I bought it from and in turn they deal with the supplier.

  • Summoner on 01/07/2025 - 09:41
    +6

    Good to know. Thanks OP.

  • Sunny84 on 01/07/2025 - 09:45
    +7

    Sydney Tools are the worst business to deal with, not taking my business there any more.

    • payless69 on 01/07/2025 - 14:45

      2nd after Gerry?

  • [Deactivated] on 01/07/2025 - 09:49
    +2

    Do not expect much from a business with a name 'Sydney'

  • trustnoone on 01/07/2025 - 10:27

    Not a lawyer, not too happy it doesn't say "repair, replacement or refund" as part of ACL. Change of mind is a business decision, but I do think its important people factor this in on a purchase. Other then that it seems boilerplate.
    I do wonder as someone with no law background at all, if their policy is "we are committed to providing high-quality products and excellent customer service" does that actually provide you any rights if they end up breaking this policy.

  • ihbh on 01/07/2025 - 10:41
    +2

    Note that Sydney Tools is different from Total Tools - owned by Metcash.

    Sydney Tools is a family-owned company owned and operated by the Bey brothers, Elvis and Jason. They founded the company in 2001 and have grown it from a single store in Dulwich Hill, NSW, to a national retailer with over 110 stores across Australia

    • jv on 01/07/2025 - 15:25
      -1

      operated by the Bey brothers, Elvis and Jason.

      Elvis has left the building.

  • AdamFury on 01/07/2025 - 10:46
    +14

    Most retailers I purchase from I consider the returns policy. This is why I purchase from Amazon / Bunning so frequently. No questions asked returns. I can buy a product and if I decide it isn't for me or I'm not happy with it - I can return it. I end up purchasing much more this way as I'm not worried about it being a 'ALL PURCHASES ARE FINAL' type scenario.

    • hasher22 on 01/07/2025 - 13:29
      +1

      Thing is, Bunnings, Amazon, Woolies etc CAN absorb the no questions ask returns…… Their profits are in the BILLIONS.

      Go to a small business, they cant afford to even have constant change of minds. Not to mention their buying power for negotiate bulk buys is way less = less profit.

      • Solx on 01/07/2025 - 14:21
        +1
        Company Latest Reported Revenue (FY2024) Key Brands
        Bunnings Warehouse $18.968 billion Bunnings
        Metcash Hardware $3.477 billion Mitre 10, Total Tools
        Sydney Tools $945.37 million Sydney Tools

        Source: Gemini

        • hasher22 on 01/07/2025 - 14:32
          +3

          Stats also state: Bunnings profit is 3.2 billion and Sydney tools profit is 56 million in the 2024 financial year

          But I still stand by what I said, people that habitually return things because they just don't like it which falls under change of mind, should not commonly happen. Since the big guys can allow this, this sets a whole new mindset in consumer entitlement.

          I've had people complain to small businesses where's their package after 4-5 days sending through regular Australia post whereas Amazon can send it within 1-2 days if eligible.

          • reactor-au on 02/07/2025 - 11:35
            +1

            @hasher22: I'm still shocked every time I see or hear an American say they bought xyz item worth >$1,000 a month ago but they're still not sure if they're going to return it before the return window expires. Or hey I bought item xyz last month and still have time to return it should I have bought something else instead.

            Why don't people do some research before big purchases?
            The losses the businesses have to cop is crazy, I'm not surprised more businesses are doing away with no worries return policies, free return shipping etc.

            • Euphemistic on 03/07/2025 - 08:31

              @reactor-au: Not to mention the waste. Most returns arent added back to stock, they are either tossed out or thrown in a bundle to auction off.

        • jv on 01/07/2025 - 15:27
          +1

          Go to a small business, they cant afford to even have constant change of minds.

          Why would a small business have proportionally more change of minds?

      • apsilon on 01/07/2025 - 14:56
        +3

        Bunnings absolutely do not absorb the return, the pass it on to the supplier. Don't like it? You're no longer a supplier. A monopoly gets away with that sort of thing.

        • hasher22 on 01/07/2025 - 15:02
          +1

          Returns have additional costs, it may seem little but it all adds up

          • Everyone's time to process the return - Customer facing service rep to process, admin to compile all the returns, person to look at the item and maybe put it back on the shelf - if not, logistics and/or others to pack it up and return to the supplier if need be
          • Not all suppliers will give a credit or refund, in some cases it's actually cheaper to throw away the item than return it back to the supplier. For example, why pay and go through all the process of returning it back to the supplier for a brand of screws that retails $3? The time, effort and costs is not worth it, bunnings might as well sticky tape it and sell it for 30% less. I've seen them do this.
          • Suppliers may reject the returned goods because it doesn't comply with their returns policy. "Bunnings, you accepted a perfectly good paint spray that isn't faulty, sorry no credit"

          Why do you think sometimes temu, amazon and other businesses will refund a customer and tell them "yeah keep it, we don't want it"….. cause they know it's not worth going through all the trouble getting it back

          • apsilon on 01/07/2025 - 15:44
            +5

            @hasher22: I've worked for a supplier to Bunnings, believe me, they pass on all costs.

            • hasher22 on 01/07/2025 - 15:46

              @apsilon: Is Bunnings that powerful that suppliers have no say when accepting returns?

              That's effing crazy if suppliers can't even negotiate or even deal with Bunnings.

              Goes to show that money and power really trumps

              • Protractor on 01/07/2025 - 15:48

                @hasher22: Capitalism 101

              • ihbh on 01/07/2025 - 15:48

                @hasher22:

                That's effing crazy if suppliers can't even negotiate or even deal with Bunnings.

                Of course they can, but if their competitors accept free returns, at a similar price, what do you think will happen?

                • hasher22 on 01/07/2025 - 15:54

                  @ihbh: If a supplier is willing to accept all returns no matter the reason, they have no power to the retailer. If Bunnings can draw up a contract to the supplier stating X Y Z, there is also a huge risk Bunnings will never deal with that supplier right?

                  So, with the new info about suppliers taking in the returns, even though the item is in perfectly good order, then the supplier either needs Bunnings or Bunnings is just that bully who can be like "well, you need me more than I need you" mindset.

                  Just like woolies and coles effing over farmers negotiating really low costs on their fruit and veg, and not willing to accept any that is slightly deformed.

              • apsilon on 01/07/2025 - 16:09
                +1

                @hasher22: To use Bunnings own line that's "just the beginning". They dictate all sorts of conditions on suppliers eg how close other stockists can be to a Bunnings, what stock you'll hold at your own cost for them and if they change their mind on stock you'll pick it up and take it back at your cost, have to use your own staff to swap out stock on the shelves if there's a packaging change and of course you take the old stuff back and credit it etc. As I said, they're a monopoly and known it.

                • hasher22 on 01/07/2025 - 16:27

                  @apsilon: That's effing messed up, but I am not surprised either, frankly I am more surprised about the supplier doing some work for them such as swapping stock in their own shelves.

  • Gazbo52 on 01/07/2025 - 12:12
    -7

    Basically illegal under Australian consumer law.

    • kaos on 01/07/2025 - 12:34
      +4

      no, it's not.

    • brendanm on 01/07/2025 - 12:37
      +2

      Educate yourself.

    • kaybrr on 01/07/2025 - 19:28

      I'm giving you a +1 because it's cute that you tried.

  • Some Human on 01/07/2025 - 12:26
    +5

    Must have had too many people buying a tool, using it once, then returning it when the job is done.

    • brendanm on 01/07/2025 - 12:38
      +3

      Yep. I know they had signs very explicitly stating this policy when we had the "cyclone" here in SEQ and people were buying generators. I imagine quite a few would have been trying to return them if their power didn't end up going out for long.

    • Euphemistic on 02/07/2025 - 07:30
      +1

      Exactly this. They are just makng it clear that they will not refund if you just change your mind (or use it once).

  • marmot on 01/07/2025 - 14:42

    Anyone know ST's actual reason?
    Public knowledge out there; blog, oldie-times newspaper reporters?

    Not that I'm an ST fan but I'd imagine it difficult competing with TT when Metcash can play the bell-curve and buying power with Mitre10 (even excluding the Bunnings-effect).

    Is it really people buying generators, change-of-mind or one-use tools? There's being an OzBargainer then one-time-using something is different.

    • Solx on 01/07/2025 - 21:24

      Profitability? Indebtedness? Cash flow constraints? Perhaps similar changes coming to other hardware chains?

      They have to be confident of their business model / customer loyalty to make this change in such a competitive market.

  • Sunny84 on 01/07/2025 - 15:50
    +2

    Also note the below, most reputable business would simply cancel the transaction and refund the original payment method:

    Your order will be held at the relevant store for 120 days. If for any reason you cannot collect your order within this period you must contact the store to arrange an extension. If you do not collect your goods within 120 days, We reserve the right to dispose of the uncollected goods without any further notice. You will not be entitled to any refund, replacement or compensation for the uncollected goods.

  • kaybrr on 01/07/2025 - 19:31
    +1

    Sydney Tools are a bit dodgy recently. I was told I wouild be getting a refund on an item they couldn't get any longer and it took almost 2 months and ONLY resolved because I did a chargeback.

    When a $70 item was broken on arrival I had to bring my own testing equipment to show them it was broken.

    This is a good PSA.

  • saliya on 01/07/2025 - 21:14

    A business stipulates the ACL minimum terms in their T&C (like this one) ? Shock, horror, colour me unsurprised.
    Business offers over-and-above ACL? Reward them with your custom.
    Business will figure out whether or not it makes business sense for them…

  • Universal Constant on 02/07/2025 - 11:13
    +1

    Thanks for the heads up.
    I have not used them but have been slightly tempted. Having seen their nice shiny store front from the road while driving past.
    I will continue to drive past.

  • BertieBrown on 02/07/2025 - 13:16
    +1

    Thanks for this. I (profanity) hate dealing with businesses that make returns a hassle, and they’re kind of telegraphing that they might just do that with their blurb, so yeah I’ll stick to Bunnings.

    • Euphemistic on 03/07/2025 - 08:32

      How offen do you buy something and then want to return it? Seems to me a lot of people have poor impumse control and go buy stuff they dont actually want.

  • Zippy7 on 10/07/2025 - 21:25
    +1

    Sydney Tools are privately owned.
    A year ago, a colleague ordered some stuff from them, but was was being stuffed around with delays (and kept being promised the items would arrive, but didn't).
    The manager promised them some freebies if they didn't cancel.
    When the stuff showed up 6 months later, they didn't get any freebies.
    Just drive down the road to Total Tools now (at least they are owned by ASX listed company) - pricing is generally in line with each other anyway (they price match the same).
    Also you can buy discounted gift cards to use at Total Tools.

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