Refund policy

1. General

This Return & Refund Policy applies to all purchases made through our website or directly via invoice.

All returns must be approved in writing prior to being sent back.

Goods returned without prior approval may be refused.

2. Eligible Returns

Unused and eligible items may be returned within 30 days of delivery, subject to the conditions below.

Returned goods must:

  • Be unused and uninstalled
  • Be in original packaging
  • Include all supplied parts and accessories
  • Be approved in writing prior to return

Return freight, handling, and any applicable restocking charges are the responsibility of the customer unless otherwise agreed in writing.

Certain products may not be eligible for return, including special order, indent, electrical, installed, used, clearance, or custom items.

3. Change of Mind

We do not accept returns for change of mind unless agreed in writing.

If a return is approved:

  • Goods must be unused, unopened, and in original packaging.
  • Return requests for non-defective products must be made within 30 days of delivery.
  • Return freight is at the customer’s cost.
  • A restocking fee of up to 20% may apply.
  • Original freight charges are non-refundable.

We reserve the right to decline returns that do not meet these conditions.

4. Incorrectly Ordered Items

Customers are responsible for ensuring the correct specifications, sizes, and compatibility before placing an order.

Returns due to incorrect ordering are not guaranteed and may be declined.

If approved:

  • A restocking fee may apply.
  • Return freight is at customer’s cost.

5. Special Order / Indent Items

Special order, indent, non-stock, or custom items are strictly non-refundable and non-returnable.

6. Damaged or Incorrect Goods

All goods must be inspected immediately upon delivery.

Any damage, shortages, or incorrect goods must be reported within 48 hours of delivery.

  • Clear photographs are required.
  • Packaging must be retained for freight inspection.
  • Claims made after 48 hours may not be accepted.

Customers should inspect goods prior to signing for delivery where possible. Signed proof of delivery without notation may limit freight damage claims.

7. Faulty Goods

Faulty goods are covered under our Warranty Policy.

Where applicable under the Consumer Guarantees Act 1993 (for eligible transactions), remedies may include repair, replacement, or refund.

For business-to-business transactions, remedies are limited to repair, replacement, or credit at our discretion.

Labour, installation, travel, and freight costs are not covered unless agreed in writing.

8. Refund Processing

Approved refunds will be processed using the original payment method where possible.

Processing time may take 5–10 business days.

9. Non-Returnable Items

The following items are not eligible for return:

  • Used goods
  • Installed equipment
  • Electrical products or components that have been installed, connected, wired, powered on, or used are non-returnable unless faulty.
  • Clearance or sale items (unless faulty)
  • Special order items

Equipment that has been installed, assembled, wired, modified, filled with oil, commissioned, or put into service is deemed accepted and is not eligible for return unless covered under warranty.

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