1300 748 347
How can we help?
Frequently asked questions
What is Site HQ’s return policy?
If you change your mind or no longer need an item after it has been delivered, Site HQ will accept the items back, as long as they haven’t been used and are in as-new condition. If a customer would like to return their items in this scenario the following applies:
- Returns will be accepted up until 7 days after the goods are received
- Proof of purchase must be provided
- Customer must return the goods to the nearest branch themselves or organise transport at their own expense.
- A 15% (of the value of goods) restocking fee will apply in this instance
I need to return a faulty item
If an item is faulty and proof is provided and accepted by Site HQ, a customer will be able to return the item to the nearest Site HQ branch. Site HQ will cover the cost of the return in this instance. The customer will then have the following options:
- Receive a replacement of the same item
- Receive a full refund of the item
As always, proof of purchase must be provided.
My item has arrived damaged, what can l do?
If you notice damage to an item, please notify the Site HQ team as soon as possible. If an item is still on a delivery truck, please take photos of the damage prior to unloading and call your nearest Site HQ branch to advise on next steps.
Can l return a sales item?
Yes, you can return sale items, unless that particular promotion states “no returns apply”. If the item is faulty, the standard policy for faulty goods will apply.
Can l return a clearance item?
The same rules apply as a “sales item” however Site HQ will not accept change of mind returns on clearance items.
Can l cancel my order?
Customers may cancel their order at no charge provided the goods have not been collected or left the Site HQ warehouse for delivery. In the event stock has left the Site HQ warehouse, the re-stocking fee will apply
Can l make changes to my order?
Yes changes can be made to any order provided it hasn’t left our warehouse. If items have left the warehouse, any extra items will be treated as a new order. Any partial returns will incur a re-stocking fee
I have chosen Click & Collect, when can l collect?
Choose to Click & Collect during the checkout process and you can then collect your Goods from one of our many branches across Australia. Please note:
Click & Collect is available Monday to Friday. Collection times are between 7.30am – 4.30pm
How long will it take to process my order for collection?
Orders will be ready for collection 3 hours from the time order is placed. If you require your order sooner, please advise our customer service team so we can prioritise your order.
Orders must be placed before 2pm for same day collection
Where can l collect my Good/s from?
Your Click & Collect Good/s will be available for collection from the nearest branch to your location. If you are placing an order to be collected from a branch that is in another state or location, please ensure the correct warehouse is selected. If you are having trouble selecting the correct warehouse please contact our customer service team on 1300 748 347.
What are your Customer Service Operating Hours?
Have questions? We’re here to help. Chat with our team, Monday to Friday 7.30am – 5pm AEST. Call 1300 748 347 or email info@sitehq.com.au
After an item that is showing “Out of Stock” or not currently in our range?
Contact our team to find out when the item may be coming back into stock, or discuss options to transfer the stock from another location. If you’re after something not currently in our range, please contact us as we have a broad network of suppliers that can source any number of products.
Can I place orders on my Ready Industries trading account using the website?
Yes you can! If you have a valid trading account with our parent company, Ready Industries Pty Ltd, you can place orders on your account through our website. To setup your Site HQ account follow the instructions on this video.
If you would like to trade on account, but don’t have a trading account with Ready Industries, please follow this link to submit an application: https://tempfence.applyeasy.com.au/credit
