Terms of service

Last updated: 29 November 2025

Welcome to FORTRA AUSTRALIA PTY LTD (ABN 77 683 651 916) (“we”, “us”, “our”).
These Terms and Conditions govern your use of our website (“Site”) and your purchase of building supplies and related products.

By accessing or using our Site, you agree to be bound by these Terms.
If you do not agree with any part of these Terms, please do not use our Site.

1. Use of the Website

1.1 You must be at least 18 years old to use this Site or make a purchase.
1.2 You agree to use this Site only for lawful purposes and in compliance with all applicable Australian and New South Wales laws.
1.3 We may suspend or restrict access to the Site at any time without notice.

2. Product Information

2.1 We aim to ensure all product descriptions, images, pricing, and availability details are accurate; however, errors may occur.
2.2 Product images are for illustration purposes only, and actual items may differ.
2.3 We reserve the right to modify product details, pricing, or availability at any time without prior notice.

3. Orders & Payment

3.1 By placing an order, you are making an offer to purchase Products. We reserve the right to accept or reject any order.
3.2 Prices are listed in Australian dollars (AUD) and include GST unless stated otherwise.
3.3 Payment must be made at the time of order using the approved payment methods shown at checkout.
3.4 An order is not confirmed until payment has been successfully processed.

4. Cancellations

We understand that mistakes happen or plans change. To make things easier, we offer the option to cancel certain transactions directly through our website. Please read the information below to understand how the cancellation process works.

4.1 You may be able to cancel a transaction online if:

the order has not yet been processed or dispatched;
payment has been authorised but not captured; or
the service associated with the transaction has not yet commenced.

Once an order enters processing, fulfilment, or delivery stages, online cancellation may no longer be available.

4.2 To cancel an order, please contact hello@fortra.com.au, and we will assist you further.
4.3 Refunds are typically issued using the same payment method used at checkout.
4.4 Processing times may vary depending on your bank or payment provider (usually 3–5 business days).
4.5 If you’re unable to cancel a transaction or are unsure about your eligibility, please email hello@fortra.com.au.
4.6 We may terminate a Contract if the product is not available for any reason. We will notify you and refund any payment made using the original payment method. If a refund transaction fails, we will contact you to arrange an alternative method.
4.7 If you wish to cancel your order before it has been accepted and a contract formed, please contact our Customer Service team. Once an order has been processed, it cannot be cancelled and the product(s) must instead be returned in accordance with our Returns Policy.

5. Delivery & Pickup

5.1 Delivery is available to selected NSW locations. Delivery times are estimates only and may vary due to location, availability, or external circumstances.
5.2 You are responsible for ensuring delivery access is safe and suitable for trucks or equipment required for your order.
5.3 Risk of loss or damage to Products passes to you upon delivery or when Products are collected from our premises.
5.4 For bulky materials, delivery placement is at the driver’s discretion based on safety and access conditions.

6. Returns, Refunds & Australian Consumer Law

6.1 Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any reasonably foreseeable loss or damage.
6.2 We may, at our discretion, offer returns for change of mind. Restocking fees may apply.
6.3 Custom-cut, mixed, or made-to-order Products cannot be returned unless faulty under ACL criteria.
6.4 All return requests must be submitted to hello@fortra.com.au with proof of purchase.

7. Click-and-Collect

7.1 If using click-and-collect, you must collect your order within the timeframe specified at checkout.
7.2 We reserve the right to cancel or modify collection times due to stock availability or operational requirements.

8. Warranties

8.1 Except as required under the ACL, we provide no additional warranties or guarantees regarding the Products or the Site.
8.2 Manufacturer warranties (where applicable) are handled in accordance with the manufacturer’s policies.

9. Limitation of Liability

9.1 To the fullest extent permitted by NSW and Australian law, we are not liable for:

indirect, incidental, or consequential damages;
delays caused by third parties or events beyond our control;
misuse, improper installation, or incorrect storage of Products.

9.2 Nothing in these Terms limits your rights under the ACL.

10. Account Registration

10.1 You may be required to create an account to access certain features.
10.2 You are responsible for maintaining the confidentiality of your login details.
10.3 We may suspend or terminate accounts for misuse or breach of these Terms.

11. Intellectual Property

11.1 All content on this Site—including text, images, logos, graphics, and layout—is owned by us or used under licence.
11.2 You may not reproduce, distribute, or modify any part of the Site without our prior written permission.

12. Privacy

12.1 We handle your personal information in accordance with our Privacy Policy.
12.2 By using the Site, you consent to the collection and use of your information as outlined in that policy.

13. Third-Party Links

13.1 Our Site may contain links to third-party websites. We are not responsible for their content, policies, or practices.
13.2 Accessing third-party sites is at your own risk.

14. Changes to These Terms

14.1 We may amend these Terms at any time.
14.2 Updated Terms will be posted on this page with a revised “Last Updated” date.
14.3 Continued use of the Site constitutes acceptance of the updated Terms.