Refund and Returns Policy
Last updated: 16 September 2025
This policy covers AdBlue / diesel exhaust fluid supplied by Atlas
Distributions.
AdBlue is a precision chemical manufactured to ISO 22241. Its purity is what
protects your SCR system and your engine. Once a container has left our
control we cannot verify how it has been stored, handled or decanted, and we
cannot certify its purity to the next customer. That is why we do not take
product back. It is not a commercial preference, it is a product integrity
requirement.
Your rights under Australian Consumer Law
Nothing in this policy limits your rights under the Australian Consumer Law.
Our products 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
the product replaced if it is not of acceptable quality and the failure does
not amount to a major failure.
If there is a problem with your delivery
We will replace or refund your product, at your choice, if it is:
- damaged or leaking on arrival
- short delivered
- not what you ordered
- off-specification or not of acceptable quality
In these cases we refund the full amount you paid and we cover all freight
costs. No handling or restocking fee is charged. You never pay for our
error.
Tell us within 48 hours of delivery. Email
sales@atlasdistributions.com.au with your order or invoice number,
photographs of the problem, and the batch number printed on the container if
you can see it. The batch number lets us trace the product back through our
supply chain, which is how we work out what went wrong and stop it happening
to anyone else.
Change of mind
We do not accept returns for change of mind, over-ordering, or a change in
your requirements. This applies to all product and all container sizes,
opened or unopened, including 10L drums, 1000L IBCs and bulk deliveries.
Once product has been delivered we cannot re-certify it to ISO 22241, so we
cannot resell it. Please check your quantities before you order. If you are
unsure how much you need, use the calculator at
atlasdistributions.com.au/adblue-calculator or call us on +61 435 074 361
before you buy and we will help you work it out.
This does not affect your rights above if the product is faulty, damaged,
off-spec or not what you ordered.
Cancelling an order
If you have placed an order and we have not dispatched it yet, contact us as
soon as possible. Where we are able to cancel, we will refund you the
purchase price less a 10% handling fee, which covers order processing,
payment fees and administration.
Once an order has been loaded or is on the road it cannot be cancelled.
No handling fee applies where the cancellation is due to a fault, delay or
error on our part.
How refunds are paid
Where a refund is due, it goes back to the original payment method — the
same card, Apple Pay, Google Pay or Klarna account, or the bank account you
transferred from. We process refunds within 2 business days of approving
them. Your bank or card issuer then takes its own time, usually 5 to 10
business days, before the money appears in your account. If it has been
longer than 10 business days, contact your bank first, then contact us and
we will follow it up.
Refunds include the GST you paid, and we will issue an adjustment note for
your records.
How to make a claim
Email sales@atlasdistributions.com.au with:
- your order number or invoice number
- what the problem is
- photographs, if the product is damaged, leaking or incorrect
We aim to respond within one business day.
Contact us
Atlas Distributions
ABN 97 173 726 355
Email: sales@atlasdistributions.com.au
Phone: +61 435 074 361