This Refunds and Returns Policy (“Policy”) applies to the following purchases: Sale of New Equipment, Tools and New Parts
(a) We offer refunds, repairs and replacements in accordance with the Australian Consumer Law and on the terms set out in this Refund Policy (“Policy”).
(b) Any benefits set out in this Policy may apply in addition to consumer’s rights under the Australian Consumer Law.
(c) Before making a purchase, please read this Policy so that you can understand your rights and what you can expect from us if you are not satisfied with your order.
2. Australian Consumer Law
(a) Under the Australian Consumer Law:
(i) Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled
(A) to cancel your service contract with us; and
(B) to a refund for the unused portion, or to compensation for its reduced value.
(ii) You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
(b) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law
(c) The Australian Consumer Law provides a set of Consumer Guarantees which protect consumers when they buy products and services.
(d) If the Australian Consumer Law applies, then we cannot avoid the Consumer Guarantees which it provides. If there is any inconsistency between this Policy and the Australian Consumer Law, the Australian Consumer Law will prevail.
(e) Further information about the Australian Consumer Law and these Consumer Guarantees is available from the website of the Australian Competition and Consumer Commission.
(f) If a product or service which you purchased from us has a major failure (as defined in the Australian Consumer Law) then you may be entitled to a replacement or refund. You may also be entitled to compensation for any reasonably foreseeable loss or damage resulting from that major failure.
(g) If a product or service which you purchased from us has a failure that does not amount to a major failure (as defined in the Australian Consumer Law) then you may still be entitled to have the goods repaired or replaced.
3. Cancellation, Change Mind and Incorrect Orders
(a) As a customer, you are responsible for conducting thorough product research before purchasing. This includes ensuring that the product size, colour, or any other specific details match your requirements. Should you need further information regarding our offerings, please get in touch with our team on 02 9707 2797 before finalising your transaction.
(b) Consumer Guarantees are NOT applicable in the following scenarios:
(i) You change your mind, dislike the purchase, or find no use for it.
(ii) You find the same goods or services at a lower price elsewhere.
(iii) You damage the goods through misuse, such as using the product in a way that it was not intended for, not following the provided instructions or guidelines for use, or subjecting the product to extreme conditions that it was not designed to withstand.
(iv) You cannot successfully install or locate a qualified installer for the products.
(v) Another person opts to buy a product from a different source.
(vi) You decide the product is no longer suitable for your intended purpose.
(vii) You have ordered the product in the incorrect size, colour, or other specific detail. Please note that it is the customer’s responsibility to ensure that all product specifications are checked thoroughly before purchase.
(viii) The product is custom made or made to order.
(c) Click and Collect Orders
(i) Click and collect orders will be held for a period of 30 days from the date of purchase. If the order is not collected within this time frame, it will be cancelled, and the funds will be held in credit against your account with us.
(ii) For made-to-order or custom-made orders that are not collected within the specified 30-day period, the items will be disposed of, and no refund will be given
(iii) It is the customer’s responsibility to ensure collection within the specified time frame. We will make reasonable attempts to contact you regarding the collection, but the ultimate responsibility lies with the customer.
(iv) The terms outlined in this section are in addition to, and not in lieu of, the other terms and conditions stated in this Policy. Any conflicts or inconsistencies will be resolved at our sole discretion.
(d) Despite the aforementioned points, we may, at our sole discretion, choose to accept returns or changes to orders under goodwill within 30 days of the original product purchase. These cases are exceptions to our standard policy and are not governed by the same rights and guarantees.
In these exceptional cases, the following terms apply:
(i) A restocking fee of 20% of the product value will be deducted from any refunds provided.
(ii) If a customer wishes to exchange the returned product for a more expensive one, the restocking fee will be deducted from the original product’s price.
(iii) The customer will be required to pay the price difference for the more expensive product.
4. Products Damaged During Delivery
(a) In the event that the product you ordered has been damaged during delivery:
(i) Please contact us as soon as possible.
(ii) Any damaged product must be returned in the condition in which it was received, together with any packaging and other items which you received with the damaged product.
(b) We will arrange to repair or collect the damaged product and replace it with an equivalent product, or to refund it, provided that you have contacted us within 3 business days from the date of receiving the product.
(a) Notwithstanding the other provisions of this Policy, we may refuse to provide a repair, replacement or refund for a product or service purchased by you if:
(i) You misused the product in a manner that directly caused the issue. Misuse may include, but is not limited to, not following the provided instructions or guidelines for use, using the product in conditions or for purposes it was not designed for, or not performing necessary maintenance or care as outlined in the product’s user manual or on our website.
(ii) You knew or were made aware of the problem(s) with the product or service before you purchased it.
(iii) You asked for a service to be done in a certain manner, or you asked for alterations to a product, against our advice, or you were unclear about what you wanted.
(iv) Any other exceptions that apply under the Australian Consumer Law.
6. Shipping Costs for Returns
(a) In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.
(b) If the Returned Product can easily be shipped or returned, then you are responsible for organising for the Returned Product to be returned to us. If the Returned Product is eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law) then we will reimburse you for the reasonable postage, shipping or transportation costs for the Returned Product.
(c) If the Returned Product is too large, too heavy, or otherwise too difficult to be removed and returned by you, and is believed to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then we will organise for the postage, shipping, transportation or collection of the Returned Product, at our cost.
(d) In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.
7. Response Time
(a) We aim to process any requests for repairs, replacements or refunds within 7 business days of receipt.
8. How to Return Products
(a) Submit a request by going to our Request a Return or Exchange page.
(b) Unless otherwise defined in our sole discretion, we shall pay all refunds in the same form as the original purchase or to the same account or credit card used to make the original purchase.
(c) To be eligible for a refund, repair or replacement, you must provide proof of purchase.
(d) You may be required to provide a form of government-issued identification to qualify for a refund, repair or replacement. Acceptable forms of identification include, but are not limited to, passport, driver’s license, or other forms of identification that include a photograph and are issued by a government authority.
9. Contact Us
(a) If you wish to speak to us about this Policy, repairs or replacements, please contact us via our Contact Us page
If you require a refund or return in accordance with our Refunds and Returns Policy, we kindly request that you utilise our Request a Return or Exchange page to submit your request for assessment
We would like to advise you that our Request a Return or Exchange page is the sole method by which you may submit a request for a refund or return in accordance with our Refunds and Returns Policy. Therefore, if you require a refund or return, we kindly request that you utilise this page to submit your request for assessment.