退款政策

This Refunds and Returns Policy (“Policy”) applies to purchases of new equipment, tools, and parts from Conveying & Hoisting Solutions.

1. GENERAL

(a) We offer refunds, repairs, and replacements in accordance with the Australian Consumer Law (ACL) and the terms set out in this Policy.

(b) Any benefits set out in this Policy apply in addition to consumer rights under the ACL.

(c) Please read this Policy before purchasing to understand your rights and what to expect if you are dissatisfied 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. In the case of major failures, you are entitled to:
- Cancel the service contract and receive a refund for the unused portion; or
- Choose a refund or replacement for major failures with goods.
(ii) If the failure is not considered major, you are entitled to have the issue rectified within a reasonable timeframe. If this is not done, you are entitled to:
- A refund or replacement; and
- Compensation for any reasonably foreseeable loss or damage caused by the failure.

(b) We offer refunds, repairs, and replacements in accordance with the ACL.

3. CANCELLATION, CHANGE OF MIND, AND INCORRECT ORDERS

(a) Customers are responsible for ensuring product specifications (size, color, etc.) match their needs before purchase. If you require further product details, contact us at 02 9707 2797 prior to ordering.

(b) Consumer Guarantees do NOT apply in the following scenarios:

You change your mind, dislike the purchase, or no longer need the item.
You find the product cheaper elsewhere.
You damage the product through misuse or failure to follow instructions.
You are unable to install or locate an installer for the product.
You order the wrong size, color, or specification.
Another person chooses to purchase from a different supplier.

(c) Despite these exclusions, we may accept returns under goodwill within 30 days of purchase at our sole discretion. In such cases:

A 20% restocking fee will apply.
Products must be unopened, unused, in original packaging, and in resellable condition.
The customer is responsible for return shipping costs to our Condell Park warehouse.

4. PRODUCTS DAMAGED DURING DELIVERY

(a) If the product arrives damaged during delivery:

(i) For Insured Shipments (Shipping Protection):

Contact us at orders@ch-s.com.au within 12 hours of delivery to report the damage.
Photographic evidence of the damaged product and packaging must be provided.
Damaged items must be returned in the condition received, including all original packaging and accessories.

(ii) For Uninsured Shipments:

We will assist by submitting a formal claim to the carrier, but replacement or refund cannot be guaranteed.
The customer must liaise directly with the carrier for final resolution.

5. STOLEN SHIPMENTS (INSURED ORDERS ONLY)

(a) If your shipment is marked as delivered but is reported as stolen:

A police event number must be submitted at the time of the claim.
Claims must be made within 24 hours of the delivery time indicated by the carrier.

6. SHIPPING COSTS FOR RETURNS

(a) If a product fails to meet ACL guarantees, we will cover return shipping and the cost of shipping any replacement.

(b) For goodwill returns, the customer bears the shipping cost to our warehouse.

7. EXCEPTIONS

The product is misused, not maintained, or subjected to conditions outside its intended use.
The issue was known or disclosed prior to purchase.

8. RESPONSE TIME

(a) We aim to process claims within 7 business days of receiving a request for a refund, repair, or replacement.

9. HOW TO SUBMIT A RETURN OR CLAIM

(a) To initiate a return or claim, email orders@ch-s.com.au with the following:

Your order number.
A detailed description of the issue.
Photographic evidence (if applicable).

10. CONTACT US

If you have any questions, please contact us at orders@ch-s.com.au or call 02 9707 2797.