Return and Refund Policy

Business Name: The Trustee for DG
Business Address: 6 Bearing Ave, Warana QLD 4575, Australia
Customer Service Email: [email protected]
Website: 101ks0-i0.myshopify.com

At The Trustee for DG, we understand that even the smallest supplies can make a meaningful difference in everyday tasks. Whether you are using masking tape for painting and creative projects, clear adhesive tape for packaging and general repairs, or cable ties for organizing and securing items, you deserve products that meet your expectations.

We want every shopping experience to be straightforward, from choosing the right supplies to receiving your order and getting assistance when needed. This Return and Refund Policy explains how we handle return requests, product concerns, exchanges, and refunds. Our goal is to provide a fair and transparent process while respecting the consumer rights that apply to your purchase.

1. Return Eligibility and Request Period

Customers may request a return within 30 days of receiving their order, subject to the conditions outlined in this policy and applicable consumer protection laws.

We encourage you to inspect your items shortly after delivery to confirm that the products received match your order and are in satisfactory condition.

For standard change-of-mind returns, products should generally be unused, clean, undamaged, and maintained in their original condition. Original packaging, labels, accessories, and other supplied components should also be included where reasonably possible.

Before returning an item, please contact us by email to obtain return instructions. We ask customers not to send merchandise back without first receiving confirmation, as this helps us identify the order and handle the request correctly.

2. Product Condition Requirements

Because our products are adhesive and fastening supplies, their original condition can directly affect their performance and usability. We therefore ask customers to take care when inspecting items they may wish to return.

The following conditions generally apply to change-of-mind returns:

• Masking Tape: Rolls should remain unused and free from paint, dust, moisture, adhesive contamination, or signs of application. The tape should not be heavily unwound, cut, stretched, or otherwise altered.

• Clear Adhesive Tape: Rolls should remain clean and unused, with their adhesive surface protected from dust, dirt, fingerprints, and other contaminants. Dispensers or additional components supplied with the product should be returned where applicable.

• Cable Ties: Bundles or packs should remain unused and complete, with no ties cut, stretched, locked, damaged, or missing. Original packaging should be included where reasonably possible.

These requirements apply to ordinary preference-based returns and do not prevent customers from exercising their legal rights when goods are faulty, defective, incorrectly described, or otherwise fail to meet applicable consumer guarantees.

3. How to Submit a Return Request

To begin a return, please email [email protected] with the relevant purchase information.

For a smoother review, please include:

• Your full name and order number.

• The product name or description.

• The quantity you wish to return.

• The reason for your request.

• Photographs, if the item is damaged, defective, or incorrect.

Once we receive your message, we will review the details and explain the appropriate next steps. If the return is approved, we will provide the applicable return instructions.

Please wait for our response before arranging the return shipment. Sending items without confirmation may make it more difficult to match the parcel with your order and could delay the process.

4. Damaged, Defective, or Incorrect Items

We aim to ensure that customers receive the products they selected in an acceptable condition. If your order arrives damaged, defective, incomplete, or different from what you purchased, please contact us as soon as reasonably possible.

Examples of issues may include masking tape with damaged or unusable adhesive, clear tape that cannot adhere properly due to a product defect, cable ties with broken locking heads, or an order containing the wrong product or quantity.

Please provide your order number, a brief description of the problem, and clear photographs where possible. This information will help us understand the issue and determine an appropriate solution.

Depending on the circumstances and applicable legal requirements, a suitable remedy may include a refund, replacement, repair, or another resolution. We will assess each case individually and handle eligible claims in accordance with applicable consumer protection laws.

5. Refund Review and Processing Time

After an authorized return has been delivered to us, the returned merchandise will be inspected to verify its condition and confirm that it corresponds to the approved request.

Once the return has been reviewed and a refund approved, we generally initiate the refund within 5–10 business days.

Refunds are normally issued to the original payment method used for the order. The time required for the funds to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.

If your refund has been approved but has not appeared after a reasonable processing period, we recommend checking with your payment provider first. You may also contact us with your order number so that we can assist with the status of your request.

6. Return Shipping Costs

For standard change-of-mind returns, such as ordering the wrong type of tape, purchasing more cable ties than needed, or deciding that an item is no longer required, customers are generally responsible for the return shipping costs.

If a product is confirmed to be defective, damaged on arrival, incorrectly supplied, or otherwise eligible for a remedy under applicable consumer law, reasonable return-related costs will be handled in accordance with the customer's legal rights.

We recommend using a shipping service with tracking and keeping the postage receipt until the return process is complete. Please package returned items carefully to prevent additional damage or contamination during transportation.

Responsibility for return shipping costs will always be determined subject to applicable legal requirements.

7. Exchanges and Replacement Arrangements

If you would prefer a different product instead of a refund, you may contact us to ask whether an exchange is possible.

For example, you may wish to exchange one type of adhesive tape for another or request a different cable tie option. Exchange requests are subject to product availability, the condition of the returned merchandise, and the circumstances of the request.

If an item is faulty or incorrectly supplied, we will assess the issue under applicable consumer protection requirements rather than treating it solely as a standard exchange.

Please contact us before sending an item back. We will review your request and provide instructions for the appropriate procedure.

8. Non-Returnable Conditions and Product Integrity

Certain products may not qualify for a standard change-of-mind return once they have been used, opened in a way that affects their condition, or altered from their original state.

This may include:

• Masking tape rolls that have been applied to surfaces, cut, contaminated, or exposed to paint or moisture.

• Clear adhesive tape rolls with exposed, dirty, or damaged adhesive surfaces.

• Cable ties that have been cut, tightened, locked, stretched, or removed from their original bundles.

Returns may also be declined for ordinary change-of-mind requests if products are damaged through misuse, modified, incomplete, or missing essential components.

These conditions do not override a customer's rights regarding faulty goods, misleading product descriptions, or products that fail to meet applicable consumer guarantees. Any return restriction applies only to the extent permitted by law.

9. Order Cancellations and Partial Returns

If you need to cancel or change an order, please contact us as soon as possible and provide your order number. We will make reasonable efforts to accommodate requests received before the order has entered the dispatch process.

Once an order has been packed, dispatched, or handed to a delivery provider, cancellation or modification may no longer be possible. In such cases, you may need to follow the applicable return procedure after receiving the parcel.

If your purchase includes multiple products and you only want to return some of them, please clearly identify the items and quantities involved. Approved partial refunds will be calculated according to the products returned and the amount originally paid, taking any applicable promotional conditions into account.

Where a discount or bundle offer applies to a combined purchase, the refund calculation may reflect the original promotional arrangement, subject to applicable consumer law.

10. Customer Support and Our Commitment

We understand that a return or refund request can be inconvenient, especially when you need supplies for a project, workplace, or everyday task. We aim to make the process understandable and manageable by providing clear instructions and reviewing customer concerns carefully.

For questions about return eligibility, refund progress, damaged merchandise, incorrect orders, or exchange requests, please contact us through the following official channel:

Business Name: The Trustee for DG
Business Address: 6 Bearing Ave, Warana QLD 4575, Australia
Email: [email protected]
Website: 101ks0-i0.myshopify.com

Please include your order number in your message so that we can identify your purchase and respond more efficiently.

Important Consumer Rights Notice

This policy describes our general return and refund procedures and should be read alongside the consumer protection laws applicable to your purchase, including the Australian Consumer Law.

Under Australian Consumer Law, customers may be entitled to remedies when goods fail to meet applicable consumer guarantees. Depending on the nature and seriousness of the problem, these remedies may include a repair, replacement, or refund.

Our voluntary change-of-mind return arrangements are separate from these statutory rights. Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, or remedy that cannot lawfully be excluded, restricted, or modified.

Thank you for choosing The Trustee for DG. We appreciate your business and the opportunity to provide practical supplies for your creative projects, packaging needs, repairs, and everyday organization.

Last Updated: November 6, 2026