Returns Refunds and Replacements

Change of mind refunds are considered for up to 7 days from delivery of the item.  In the event of a change of mind refund a 20% re-stocking fee will be applied.  Please follow the returns process. 

 

In the event a product is faulty upon receipt, please 

 

Returns and Replacements Process

1. Reply to your Order confirmation email you have received at the time of purchasing with pictures regarding the return and replacement of your item/s. 
2. Our Customer Service Department will then review the information and issue you with a Return Authorisation (RMA) number and advise our return address if applicable.
3. Please ensure you include this RMA number with your returned item/s to enable us to process your return or replacement.
4. Notify us of your intention to return/exchange the item/s within 7 days of receiving your item/s.
5. The returned item/s must be received by us within 7 days of us providing you with an RMA number.
6. The item/s must be returned to us in new condition with all internal and external packaging, accessories, swing tags, labels and manuals complete and intact.
7. The item/s must NOT be opened, used, worn or damaged, and in 100% re-saleable condition when we receive them back.
8. The item/s are securely packed for return postage to ensure that the item and packaging is received back in original and re-saleable condition.
9. Ensure that you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
10. Although products can be returned, the cost of any outward and inward bound freight incurred is the responsibility of the customer.
11. Custom manufactured products, NON stocked, Special Order Items, Specials and Clearance items are not refundable.
12. Due to safety laws and our strict quality control we unable to accept returns on the following product categories. Lifting, Rigging, Height Safety, First Aid, Respiratory, Hearing Protection and Rescue Equipment.
13. Made to order (MTO), custom items or special order items are NON exchangeable, returnable or refundable.

Requesting a Refund

1. We do not offer a refund or replacement if you simply change your mind about the product.
   Under the Australian Consumer Law (ACL), the customer is only entitled to choose a refund or replacement for a major problem with a product covered by consumer guarantees.
2. We are unable to issue refunds on the following product categories. Lifting, Rigging, Height Safety, First Aid, Respiratory and Rescue Equipment.
3. If a refund has been authorised you will be emailed with a refund request form. Please fill this out in full and return it to us by replied email.
4. Your refund will be the amount you paid for the item/s returned (not including freight) or not accepted, net of a restocking/administration fee of 20% of the invoiced total. The appropriate tax amount will be included with your refund.
5. Refunds may take up to 30 business days to be processed after receiving your returned item/s and the refund request form.
6. If a refund request is authorised it will be issued via our nominated payment method.

Change of Mind

1. We do not offer refunds or exchanges for change of mind.

Warranty Returns

To return an item:

1. Reply to your Order confirmation email you have received at the time of purchasing with pictures regarding the warranty issues of your item/s. 
2. Our Customer Service Department will then review the information and issue you with a Return Authorisation (RMA) number and advise our return address if applicable.
3. Please ensure you include this RMA number with your returned item/s to enable us to process your warranty claim.
4. The item/s are securely packed for return postage.
5. Ensure that you DO NOT stick or write anything on the item itself or its packaging. Please only write or place postage stickers on the outer postage packaging.
6. Our Sales team are NOT authorised to organise warranty claims over the phone, all requests must be emailed.
7. We reserve the right to issue a store credit if an exchange is not possible.
8. Images found on this website are used as guides only and may not be exactly the same as the final product.

Product Problems After Delivery

If your order is incomplete, your item arrives DOA (Dead On Arrival), or you find a defect arises after delivery and a valid claim is received by Customer Service within 30 days of delivery, we will exchange the product where possible, or refund you the purchase price of the product. Should you contact us outside the 30 day period, Customer Service Management will consider each claim on a case by case basis on its merits. 

Where we agree to replace the product or refund you the purchase price of the product, you must first return the defective product to us. You will be obliged to pay for the return of the product if the item is sent after 30 days from dispatch. 

We will make arrangements with you for the return of the product.

The delivery time for the replacement product will be the same as stated for the original product.

Replacement products are provided with the same warranty, if any, as the returned product. 

Goods Return Authorisation - A Must Have

A Goods Return Authorisation (GRA) is required for both replacement products and refunds. Where Customer Service has provisionally determined that a product is DOA, Customer Service will issue you with a GRA. Products cannot be returned without a GRA. The product should be returned to us within 30 calendar days of the issuance of the GRA. All products must be packed in the original, unmarked packaging including any accessories, manuals, documentation or registration that shipped with the product.

When a Replacement Product is arranged:

A replacement for the same product that you ordered will be shipped to you at our expense after we have received your returned DOA product.

The delivery time for the replacement product will be the same as stated for the original DOA product.

Replacement products are provided with the same Limited Warranty as the DOA product.

Some Products - Manufacturer Only Warranty

Some Products sold through us are serviced and supported exclusively by their manufacturer in accordance the warranty information provided on the listing.

For items advertised and sold with manufacturer warranties, we would ask that you contact the manufacturer or supplier in the first instance for replacement or repair under the warranty terms. If the manufacturer is unable to comply, we will replace the item or issue a refund of your purchase price for that item.