RETURNS POLICY
Equisolaus
www.equisolaus.com.au
(a) APPLICATION OF POLICY
This Returns Policy (“Policy”) applies to all purchases from us, unless stated
otherwise.
(b) CUSTOMER SATISFACTION IS OUR PRIORITY
(a) At Equisolaus, customer satisfaction is our priority.
(b) We offer refunds, repairs and replacements in accordance with the Australian
Consumer Law and on the terms set out in this Policy.
(c) Any benefits set out in this Policy may apply in addition to consumer’s rights
under the Australian Consumer Law.
(d) Please read this Policy before making a purchase, so that you understand
your rights as well as what you can expect from us in the event that you are not
happy with your purchase.
(c) AUSTRALIAN CONSUMER LAW
(a) We offer refunds, repairs, and replacements in accordance with the
Australian Consumer Law.
(b) The Australian Consumer Law provides a set of Consumer Guarantees which
protect consumers when they buy products.
(c) If the Australian Consumer Law applies, then we cannot avoid the Consumer
Guarantees which it provides. If there is an inconsistency between this Policy
and the Australian Consumer Law, the Australian Consumer Law will prevail.
(d) Further information about the Australian Consumer Law and these Consumer
Guarantees is available from the website of the Australian Competition and
Consumer Commission.
(e) If a product 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
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foreseeable loss or damage resulting from that major failure.
(f) If a product which you purchased from us has a failure which does not amount
to a major failure (as defined in the Australian Consumer Law) then you may still
be entitled to have the product repaired or replaced.
(d) CHANGE OF MIND
We do not accept returns if you simply change your mind, or find the same
product cheaper elsewhere.
(e) PRODUCTS DAMAGED DURING DELIVERY
In the event that a product which you ordered is damaged during delivery:
(a) Please contact us as soon as possible.
(b) Any damaged product must be returned in the condition it was in when
you received it, together with any packaging and other items which you
received with the damaged product.
(c) We will organise to repair the damaged product or to collect it and
replace it with an equivalent product, or to provide a refund, provided that
you contact us within the following time from the date you received the
product: 14
(f) EXCEPTIONS
Notwithstanding the other provisions of this Policy, we may refuse to accept the
return of a product you purchased if:
(a) You misused the product in a way which caused the problem.
(b) You knew or were made aware of the problem(s) with the product before
you purchased it.
(c) You asked for alterations to a product, against our advice, or you were
unclear about what you wanted.
(d) Any other exceptions apply under the Australian Consumer Law.
(g) BULKY ITEMS
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(a) If the product you purchased is big or bulky and qualifies for a return (under
the other clauses of this Policy), then you will need to contact us to arrange to
return it.
(b) We may organise a courier to pick up the product, or will otherwise help you
organise the return.
(h) PROOF OF PURCHASE
(a) To be eligible for a remedy under this Policy, all returns must be
accompanied by a valid proof of purchase.
(b) A valid proof of purchase includes (but is not limited to):
(a) Original tax invoice;
(b) Electronic copy of tax invoice;
(c) Packing slip;
(c) Please note that order confirmation emails will not be accepted as a valid
proof of purchase.
(d) While our team members are eager to help you exercise your rights under
this Policy, it is your responsibility to provide proof of purchase. It is not the
responsibility of our team members to verify your purchase.
(i) SHIPPING COSTS FOR RETURNS
(a) In the event that a product you purchased fails to meet one or more
Consumer Guarantees under the Australian Consumer Law we will bear any
costs of shipping the said product (the “Returned Product”) back to us, as well as
any costs of shipping any replacement product to you.
(b) If the Returned Product can easily be posted 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
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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.
(j) ASSISTANCE FROM MANUFACTURERS
(a) In some cases, manufacturers may provide assistance in relation to their
products, and they may be able to resolve your issue more quickly.
(b) In some cases, manufacturers may provide warranties for their products,
which go beyond the Consumer Guarantees under the Australian Consumer Law
or any other rights which you may have under this Policy.
(c) You are not obliged to contact the manufacturer directly in order to seek a
repair, replacement or refund. However, you may do so if you wish.
(k) RESPONSE TIME
We aim to process any returns within 30 days of having received them.
(l) PROOF OF IDENTITY
You may be required to present a government issued identification document in
order to return a product and claim a remedy under this Policy.
(m) PAYMENT OF REFUNDS
(a) We will pay any refunds in the same form as the original purchase or to the
same account or credit card as was used to make the original purchase, unless
otherwise determined in our sole discretion.
(b) Alternatively, you may elect to receive store credit, which will be valid for
three years from the date of return.
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(n) HOW TO RETURN PRODUCTS
(a) You may contact us to discuss a return using the details at the end of this
Policy.
(b) You may return products to the following address:
845 Strath Creek road
Tyaak Victoria 3658
(o) PRIVACY
(a) We are committed to protecting your privacy during the return process. To
verify your identity and ensure secure transactions, we may request photo
identification and record your name, ID type, number, expiry date, and signature.
Acceptable identification must include your full name and a future expiry date,
such as an Australian Driver’s Licence or Passport.
(b) When returning products exceeding $1,000 in value and requesting a Tax
Adjustment Note, we will require your name, address, and ABN (if applicable).
(c) We securely store collected information for a reasonable period. We may use
it for fraud prevention, research, and analysis. We may also disclose it to
relevant authorities as required by law.
(d) Please contact us if you want to access your return-related information which
we are holding.
(p) CONTACT US
If you wish to speak to us about this Policy or about any refund, repairs or
replacements, you may contact us at:
[email protected]