Returns
Need to send something back? Submit a return application to get a Goods Return Authority (GRA) number first. We can't accept returns that arrive without one.
How to return an item
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Request a GRA number
Submit the Goods Return Application within 30 days of the original invoice date. We typically respond within 24 hours.
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Wait for approval
Don't ship the goods until we've issued your GRA number.
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Pack the goods
Use the original packaging. Include your GRA number and a copy of the original invoice with the parcel.
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Send it back
Prepay the return freight and packing. We'll confirm the return address when we issue your GRA.
What we can accept
Returns must be
- Approved with a GRA number in advance
- Requested within 30 days of the invoice date
- In original full-pack quantities
- In "as new" saleable condition
- In all original packaging
- Accompanied by a copy of the original invoice
We can't accept
- Returns sent without a GRA number
- Custom-made, special order or indent goods
- Opened or part-pack quantities
- Goods that aren't in saleable condition
Costs
Restocking charge: 20% of the invoice value applies to approved returns.
Return freight: you pay return freight and packing.
Our mistake? If we supplied the wrong item, there's no restocking charge and we cover return freight.
Faulty or damaged goods
Warranty claims
Our warranty covers defects in materials and workmanship that appear within 12 months of shipment. Send the goods back with proof of purchase, with serial numbers and certification markings intact.
If returned goods test as not defective, or the fault is caused by misuse or incorrect installation, we may charge testing costs.
Damaged or missing on delivery
Tell us in writing within 7 days of the dispatch date if your order arrives damaged, short or not at all.
Your rights under the Australian Consumer Law always apply. Nothing on this page limits them.
Ready to start a return?
Submit the application with your invoice number and we'll be in touch with next steps, typically within 24 hours.
Summary of Clause 17 of our Terms and Conditions (effective 1 October 2026). If anything here differs from the Terms and Conditions, the Terms and Conditions apply.