Refund policy

We want you to be happy with your order. You have 30 days from the date you receive your items to start a return.

How to start a return

Email us at sales@fortressdispensers.com.au or call 03 5443 2239 before sending anything back. We will confirm your return and give you the details you need. Items sent without prior return authorisation cannot be accepted.

Approved returns go to: Fortress Dispensers, 205 Murphy Street, East Bendigo VIC 3550.

Return shipping is at your own cost, and we recommend a tracked service so your parcel can be followed. Dispensers and cartons of consumables are heavy, so please pack them well.

If you are local, you can also return items in person at our East Bendigo warehouse, Monday to Friday 9am to 5pm AEST, for an immediate refund or exchange.

Return conditions

To be accepted, items must be unopened, unused, in their original packaging, and sent with your receipt or proof of purchase, unless the item is faulty. A dispenser that has been mounted, drilled or fitted to a wall has been used, and cannot be returned for change of mind. These conditions apply to change-of-mind returns and do not affect your consumer guarantees.

If you want to test a dispenser in your facility before you commit, our free trial exists for exactly that. Details are on our Free Trial page.

Damaged, faulty or incorrect items

Please check your order as soon as it arrives. If anything is damaged, faulty, or not what you ordered, contact us straight away at sales@fortressdispensers.com.au so we can sort it out for you. Freight damage is easiest to resolve when you tell us within a few days of delivery, but reporting late does not remove your rights.

Dispensers under the Fortress Lifetime Warranty

Every Fortress dispenser carries our lifetime warranty, which is a separate promise to this refund policy and sits alongside it. If a dispenser stops working, you do not need to start a return: contact us and we replace the unit and cover the freight. The warranty is conditional on the use of Fortress soap cartridges, it does not cover a dispenser that has been pulled off the wall, and it does not cover cosmetic damage. The full terms, including how to claim, are on our Lifetime Warranty page, and that page governs.

Recalls and safety alerts

If a product you bought from us is recalled or subject to a safety alert, please stop using it straight away and contact us at sales@fortressdispensers.com.au or on 03 5443 2239. Recall returns are handled separately from the process above: the 30-day window and the unopened and unused conditions do not apply. We will arrange the return, refund or replacement of a recalled item at no cost to you. This does not limit any remedy you have against us under the Australian Consumer Law.

Items we cannot accept for change-of-mind returns

This does not affect your consumer guarantees. If an item is faulty, see the sections above.

Some items cannot be returned for change of mind, unless the item is faulty. These items are:

• Dispensers that have been mounted, drilled or fitted
• Opened soap cartridges and opened cartons of paper consumables
• Custom, special-order or made-to-order products
• Sale items and gift cards
• Recalls and safety alerts are handled under the recall section and are not limited by this list

If you are not sure whether your item qualifies, get in touch before you return it.

Exchanges

The quickest way to get the item you want is to return the original for a refund once it is accepted, then place a new order for the replacement.

Refunds

Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are processed back to your original payment method within 30 days. Where you bought on a 30-day account, an approved refund is credited against your account rather than to a card. Your bank or card provider may take a little longer to post the funds.

If 30 days have passed since we approved your refund and you have not received it, email us at sales@fortressdispensers.com.au and we will chase it up.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure. These rights apply even to sale items, and they apply regardless of any time limit or condition stated above.

Australian First Aid Distributions Pty Ltd (ACN 153 377 185, ABN 54 153 377 185), trading as Fortress Dispensers.