Refund & Return Policy
This policy applies only to products purchased and sold via our online ecommerce platform.
All refund rights under both State and Commonwealth law apply.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and failure does not amount to a major failure. If the failure is minor, we reserve our right to offer to repair only. We reserve the right to not offer a refund or an exchange coupon.
Return Exclusions
Special order products are not covered by our 30 day returns policy. Items which need to be backordered from a supplier cannot be returned for change of mind. This does not affect a customer’s right to return under consumer guarantees.
Goods Damaged in Transit
Please do not sign for (receive) a delivery of goods that are obviously damaged and that you would want to return or request a refund.
Our products are delivered by third party couriers. If the courier has caused damage due to a lack of reasonable care, or of a deliberate act leading to damage then we try to hold them accountable.
If damage is only found upon unpacking, then please contact Fire Extinguisher Shop as soon as possible. We will then arrange for the goods to be refunded or replaced and goods may be collected.
Returns
Our return policy lasts 30 days from the date of your purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unopened, unused and in the same condition that you received it in its original packaging. To complete your return, we require a receipt or proof of purchase. This should be easy to do given you purchased from our ecommerce platform and a copy of the invoice will have been emailed to you.
There are certain situations where only partial refunds are granted (if applicable):
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
If the product you want to return is defective (we may ask you for a statement and photos as evidence) we may arrange for a courier to pick up the item at our expense.
If the product isn’t faulty but you still want to return it, you will be required to organise and pay to return the product to one of our facilities. Once we receive the product and assess it, we can either arrange for the item to be replaced or issue you with a refund of the purchase price.
In order for us to process the return you will need to contact us and provide:
- Your full name.
- Email address.
- Your best contact number.
- The invoice number from the purchase.
- Photographs of the fault or damage.
- Your reason for returning.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit (typically within 14 days) will automatically be applied to your credit card or original method of payment.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your payment account again, then contact your credit card company, it may take some time before your refund will be received. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and return the item as set out in the “shipping” section below.
Change of Mind
Changed your mind? Don’t worry. You’ve got 30 days to return your order back to us and provided it’s unused we’ll give you a refund minus the costs of any applicable shipping, assessing, and restocking.
Refund Calculation for Faulty Or Damaged Item
Refund = Product Price (If multiple items were ordered and delivered)
Refund = Product Price + Delivery Price (If only a single item purchased and returned)
Refund Calculation for Change Of Mind
Refund = Product Price – Delivery Price – 15% Restocking Fee (This is charged to us from out distributors)
Example Return Scenarios
1. Change of mind – return and refund
Purchased 1 item for $100. Paid $20 Delivery. Order Total $100.
You will return the purchased item at your expense.
Upon successful approval of our inspection of the product:
Refund = $100 – $20 – $15 = $65
2. Change of mind – exchange for different product
Purchased 1 item X for $100. Paid $20 Delivery. Order Total $100.
You want to return X and select a different product Y which costs $100.
You will return the purchased item at your expense.
Upon successful approval of our inspection of the product:
Credit value = $100 – $20 – $15 = $65
New order value = $100 (Y) + Delivery $20 = $120
Additional payment required = $120 – $65 = $55
Return Shipping
To return your product, we will email you the return address.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Warranty Exclusions
- Unless otherwise agreed in writing, Fire Extinguisher Shop has no liability for, and is not required to provide Warranty Services under this Warranty if it relates to misusing or abusing the product or any of the accessories included.
- Operating the product in a manner that is not in accordance with the product instruction manual supplied with the product.
- Using incorrect batteries, charges, accessories, or any unauthorised, non-genuine or non-standard parts.
- Tampering with the product in any way otherwise stated in the product guideline or manual.
- Making mechanical adjustments or alterations inconsistent with the product guideline or manual.
- Not having taken reasonable steps to prevent damage or failure from occurring to the product.
- Storing the product inconsistently to the instructions provided in the product guideline or manual.
- Neglecting or otherwise failing to maintain the product in accordance with the instructions in the product guideline or manual.
- Repairing or carrying out work on the product by any person other than the manufacturer or an authorized representative of the manufacturer.
- Accidental damage or damage caused by Force Major Events including environmental factors.
- Natural discoloration of material due to ultraviolet-light.
- Natural impact with hard surfaces or damage caused in the transit of the product or to any damage.
- Damage caused by excessive heat, cold or high humidity.
- Damage caused by solvents, or water entry into the product.
- Damage caused by contact with sand, rust, corrosion, fire, vermin and insect infestation, power outages or surges or inadequate voltage or current.
- Abnormal product performance caused by any ancillary equipment interference or other external factors.
- Damage, failure or defects that occur for reason or reasons that were already disclosed to you or ought reasonably to have been disclosed to you prior to your purchase of the product.
- Normal wear and tear.
- Calibration.
- Freight cost associated with transporting the product between you and the place of purchase.
- Products with serial numbers that have been altered or removed.
- Consumable items supplied with the product or that are part of the product, such as batteries.
- Contact our customer support team on (02) 8073 4627 Monday to Friday 9am-4pm, or contact us at [email protected].