NON WARRANTY RETURNS
All return requests must be made via our contact form at this link https://totalpro.com.au/contact/
Product that is not returned as instructed will not be received. Lost product due to failure to follow our return instructions will be at the expense of the sender.
Any return product shipping expense due to us shipping the wrong product, will be paid by us.
Any return requests made due to a “wrong item ordered” or a “change of mind” will incur a 20% restocking fee. The buyer will be required to return the product as per our instructions at their expense within 30 days, refunds will be processed within 7 days. Furthermore, shipping costs are not refundable on “I ordered the wrong item” or “change of mind” returns. Although we advertise free shipping, we still incur shipping costs to send the items to you, these costs are not refundable, if you choose to return products and we have approved the return, a shipping fee of $15.90 AUD additionally will be deducted from any refunds. All goods must be returned in new condition with all packaging and internal items of the package in new sellable condition. No exceptions.
The Australian Consumer Law (ACL) protects consumers by giving them certain guaranteed rights when they buy goods and services. For example, the ACL requires that goods must be free of defects, and do what they are meant to do. Services must be carried out with care and skill. These rights, which the ACL says automatically apply whenever goods or services are supplied to a consumer, are called ‘Consumer Guarantees’. 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 and for compensation for any other reasonably foreseeable loss or damage. 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. Consumer Guarantees have no set time limit but generally last for an amount of time that is reasonable to expect given factors including the cost and quality of the product or any representations made.
WARRANTY, PRODUCTS SOLD UNDER 12 MONTHS.
Our products come with manufacturer warranties of 12 months or as specified on the product page. These warranties represent the amount of time the product is expected to last given the cost and quality and representation of the product.
We or the manufacturer will determine, at no cost to the customer, whether the product is faulty and the cause of the fault within a reasonable time frame. In the event of a major failure or minor defect and if the product is determined faulty through no fault of the customer, then the customer can request repair free of charge. If the goods cannot be repaired within a reasonable time frame the customer can request that we replace the product. We will then replace the product with a new or used product of the same brand that has similar features. In some circumstances the provisions under the ACL may still provide for an automatic replacement or full refund of the original purchase price. See the below for seeking a remedy under the ACL.
It is the responsibility of the buyer to return the product to the seller as per the sellers instruction to determine any faults. The buyer will pay any costs for the return of the product.
Whilst individual circumstances may vary and the law is uncertain, the policies set out above are intended to provide you with remedies that we believes in most circumstances to be consistent with your statutory rights under the ACL in the event of breach of a Consumer Guarantee relating to faulty products. However, these policies are in addition to, and do not limit your rights with respect to, the Consumer Guarantees or any other rights and remedies that you have under a law in relation to the goods sold by us. If you are not satisfied with a remedy under the our Voluntary Warranty Policy you can discuss your concerns with us to provide an alternative remedy where appropriate. If we believe that our remedy is adequate but you are not still satisfied that your ACL rights are being appropriately observed then you can submit your concerns in writing to our ACL Warranty Claims Officer by completing the contact form at https://totalpro.com.au/contact/ ACL-Warranty-Claims for further consideration by our management.