Returns and Refund Policy

Last updated: 1 January 2026

At Agglomets, trading as Ace Wire Works, we take pride in the quality of our metal fabrication work. Because the majority of our products are custom-manufactured to each customer's specific requirements, our returns and refund policy reflects the bespoke nature of our goods. This policy should be read in conjunction with your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).

Custom-Manufactured Goods

Products manufactured by Agglomets are typically produced to order based on customer-supplied specifications, drawings and requirements. Due to the custom nature of these goods, they cannot be returned or refunded simply because you have changed your mind, no longer require the product, or have found an alternative supplier. This applies to all custom wire forming, laser-cut components, welded assemblies, mesh panels, brake-pressed parts, bent tubing and any other items produced specifically for your order.

Before production commences, we encourage all customers to carefully review their specifications and confirm all details including dimensions, materials, quantities, finishes and tolerances. Once an order is confirmed in writing and production has begun, cancellations may not be accepted.

Defective Goods

If you receive goods that are defective, damaged during manufacturing, or do not conform to the agreed-upon specifications, you are entitled to a remedy. We stand behind the quality of our work and will address legitimate defect claims promptly and fairly.

To report a defect, please follow these steps:

  1. Contact us within 7 business days of receiving your order by emailing privacy@agglomets.com or calling our office directly.
  2. Provide your order reference number, a clear description of the defect, and photographic evidence showing the issue.
  3. Do not modify, alter or attempt to repair the goods, as this may void your claim.
  4. Retain all original packaging and the goods in question until the matter is resolved.

Upon receiving your claim, our quality assurance team will review the information provided and may request the goods be returned for physical inspection. We will cover reasonable return shipping costs for goods confirmed to be defective.

Assessment and Resolution

We aim to assess all defect claims within 5 business days of receiving the returned goods or sufficient evidence. Depending on the nature and extent of the defect, we will offer one of the following remedies:

Refund Methods and Timeframes

Approved refunds will be processed using the same payment method used for the original transaction. Bank transfers will be refunded to the originating account, and credit card payments will be refunded to the original card. Please allow up to 10 business days for the refund to appear in your account after approval, as processing times vary between financial institutions.

Exclusions

This policy does not cover the following situations:

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 the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy is intended to limit or override your statutory rights.

Contact Us

For all returns and refund enquiries, please contact us via our contact page or email privacy@agglomets.com.