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REFUND POLICY
1. Overview
1.1 This Policy must be read in conjunction with the ELEKRON BAAL Terms of Service and applies in addition to any rights you may have under the Australian Consumer Law.
1.2 Nothing in this Returns Policy is intended to exclude, restrict or modify any condition, guarantee, warranty, right, or remedy which you may have under the Australian Consumer Law or any other applicable legislation which cannot be excluded, restricted, or modified by agreement.
1.3 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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
1.4 If you need to return an item you have purchased, our team will provide a Returns Advice Form with instructions and a return address. When returning an item, please ensure it is in its original packaging (where possible) and that the Returns Advice Form is included.
1.5 This policy is subject to change without notice. All changes take immediate effect from the time of update and apply to subsequent orders placed online or in store. It is your responsibility to review this policy before making a purchase and contact us for clarification if needed.
1.6 For any claims under this Returns Policy, please email info@elekronbaal.com.au or call 02 7230 1357 with your order details and reason for the claim.
2. Damage in Transit
2.1 You may have a claim under this Returns Policy if ELEKRON BAAL is responsible for delivery, and the item was damaged during transit.
2.2 You must notify our customer service team within 30 days of the sale date with appropriate photos/videos. Where reasonable, the item should be returned in its original packaging.
2.3 Following our assessment:
(i) If the item was damaged in transit, we will repair, replace (where possible), or refund the item within 21 business days.
(ii) If the item was not reasonably damaged in transit, we will notify you and return the item at your expense (including freight costs).
2.4 Most transit damage occurs during loading and unloading. If a courier delays or misses delivery, the risk increases due to repeated depot handling. We recommend contacting the courier promptly to avoid redelivery delays and reduce the risk of damage.
3. Not Working on Arrival
(a) You may have a claim if an item is not functioning on arrival.
(b) Claims must be made within 14 days of the sale date, and the item should be returned in its original packaging if reasonable.
(c) If the item is confirmed as faulty under this policy, we will repair or replace it (where possible) or issue a refund within 21 business days.
4. Change of Mind
(a) A 20% restocking fee applies to all change-of-mind returns. In most cases, returning the product may not be cost-effective due to return shipping/freight charges. Please refer to section 4(b)(i) and 4(b)(ii), which apply to end-user and business purchases via our website.
(b) Exceptions to clause 4(a) may apply for bulk purchases or orders exceeding AUD $10,000. Business account holders and regular clients may also be considered for exemption, subject to approval:
(i) You must notify our customer service team within 30 days of purchase; and
(ii) Return the item within 14 days of notification, in original packaging and in unused, undamaged condition. Insurance for return postage is strongly recommended, and any insurance cost will be deducted from the refund in the event of transit damage.
(c) Change-of-mind returns are not accepted for custom-made products or items outside our standard product range.
(d) Approved refunds (including shipping or handling costs, where applicable) will be processed within 21 business days.
5. Manufacturer’s Warranty
All products supplied by ELEKRON BAAL include a minimum 1-year warranty, valid when used according to the manufacturer's specifications and intended purpose.
(a) Incorrect Use:
Subject to applicable laws, we are not responsible for product misuse, incorrect installation, or commissioning. Manufacturer warranties are void if the item is used outside of its specified purpose by you or any third party.
(b) Usage Outside Specification:
To the extent permitted by law, we make no warranties for usage outside the manufacturer’s guidelines. We do not guarantee that a warranty will suit your specific use case. For clarification, contact us before purchase.
(c) Warranty Registration:
You are responsible for registering your warranty with us. A warranty form is available upon request and is recommended, especially for use cases that may require future warranty claims.
(d) Scope and Responsibility:
Any warranty claims are between you and the product manufacturer. ELEKRON BAAL serves as a distributor and contact point but is not liable for enforcing manufacturer terms. “Express Warranty” does not apply to all products. Specifications and use cases vary—please contact us if unsure before purchase.
6. Extended Warranty
Some products in our range may come with extended warranties (2+ years) at no additional cost, offering a competitive advantage.
These extended warranties typically function the same as the standard 1-year warranty. However, we strongly advise completing a warranty form and providing specific use case details to support potential claims beyond the standard period.