Refund policy

Last updated: 11 September 2026

This policy covers products bought from First Paddock Co Pty Ltd (ABN 12 701 615 787), trading as First Paddock, through firstpaddock.com.au.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major problem, you are entitled to choose a refund or a replacement. If the problem is not major, we will repair or replace the product within a reasonable time. You are also entitled to compensation for any other reasonably foreseeable loss or damage.

These rights apply to everything we sell, including clearance and discounted items, and they apply regardless of any timeframe set out below. Nothing in this policy limits them.

Faulty, damaged or not as described

If something arrives damaged, stops working as it should, or is not what was described on the site, contact us and we will make it right.

Come to us first. You do not have to chase the manufacturer. We are who you bought from, we are who you deal with, and we coordinate with the manufacturer on your behalf where needed.

You do not pay return freight on a faulty item.

If a faulty item is large, heavy or already installed, do not try to send it back yourself. Contact us and we will arrange collection or specialist freight, or tell you what to do next. Either way, getting a faulty item back to us is our cost, not yours.

Please get in touch as soon as you notice the problem and send a photo if you can. It often saves a return trip entirely.

Depending on the fault, we will arrange a repair, a replacement or a refund in line with your rights above.

Change of mind returns

We accept change of mind returns for 30 days from the day your order is delivered.

To be accepted, the item needs to be:

Unused and in the condition you received it
In its original packaging, with any manuals and fittings included
Accompanied by your order number

For a change of mind return, you pay the return freight, and the original delivery charge is not refunded. We recommend using a tracked service, because we can only refund items that reach us.

We do not charge a restocking fee.

Before you send anything back

Contact us before returning an item. Email ryan@firstpaddock.com.au with your order number and a short description, and we will send you the return address in Camden, New South Wales, and any instructions for your item.

Refunds

Once your return arrives and we have checked it, we process your refund to your original payment method within 5 business days.

How long the refund then takes to appear depends on your bank or card provider.

Clearance stock

Clearance items carry exactly the same consumer guarantees as everything else we sell. The one practical difference is quantity. Where we hold only a handful of a line and cannot supply a replacement, we will refund you rather than leave you waiting.

Damaged in transit

Check your order when it arrives. If a parcel looks like it has had a rough trip, take a photo of the packaging before you open it if you can, then contact us. We deal with the carrier, not you.