At Survey Equipments Australia, we want our returns process to be clear and fair. This policy explains our voluntary change-of-mind returns and your rights when goods are faulty, damaged, unsafe, incorrect, or do not match their description.

1. Australian Consumer Law Rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. These statutory rights apply automatically and are separate from any warranty or voluntary change-of-mind policy we offer.

  • If a product has a major failure, you may be entitled to choose a refund or replacement and may also have rights to compensation for reasonably foreseeable loss or damage.
  • If a problem is not a major failure, we may choose to repair the product within a reasonable time. If it cannot be repaired within a reasonable time, other remedies may apply.
  • Your rights under the Australian Consumer Law are not limited to 30 days and may continue for a reasonable period depending on the product, price, use and circumstances.
  • Nothing in this policy excludes, restricts or modifies rights or remedies that cannot lawfully be excluded, restricted or modified.

2. Change-of-Mind Returns

In addition to your statutory rights, we offer a voluntary change-of-mind return period of 30 days from delivery for eligible products.

For a change-of-mind return, the item must:

  • be unused, unopened and in its original packaging;
  • be free from damage, extra labels or markings;
  • include the original invoice or other proof of purchase; and
  • be returned with all supplied accessories, manuals and components.

A 15% restocking fee applies to approved change-of-mind or incorrectly ordered returns. Return shipping for change-of-mind returns is the customer’s responsibility. These conditions and fees do not apply where you are exercising rights under the Australian Consumer Law for faulty, damaged, unsafe, incorrectly supplied or misdescribed goods.

3. Items Not Eligible for Change-of-Mind Return

  • opened, used or customer-damaged products;
  • items returned without original packaging or supplied accessories;
  • products modified, altered or tampered with after delivery; and
  • items clearly marked as final sale or clearance where the restriction was disclosed before purchase.

These exclusions do not remove any rights you may have under the Australian Consumer Law.

4. Faulty, Damaged, Unsafe, Incorrect or Misdescribed Goods

If you receive a product that is faulty, damaged, unsafe, incorrectly supplied or materially different from its description, please contact us as soon as reasonably practical. We may ask for photos, video, serial-number information or other details where reasonably necessary to assess the issue.

We will assess the claim and provide the remedy required by the Australian Consumer Law. Depending on the circumstances, this may include repair, replacement, refund or another appropriate remedy. A 30-day reporting limit does not override your statutory rights.

5. Return Shipping Costs

  • For approved change-of-mind returns, the customer is responsible for return shipping.
  • For goods returned because they are faulty, damaged, incorrectly supplied or otherwise covered by a statutory remedy, we will meet or reimburse reasonable return costs where required by law.
  • For valuable items, we recommend using a trackable shipping service and keeping proof of lodgement.

6. Refund Processing

  • Approved change-of-mind refunds are normally processed within 5–7 business days after the returned item is received and inspected.
  • Refunds are normally issued to the original payment method unless another method is agreed.
  • Original shipping charges are generally not refundable for change-of-mind returns. This does not limit any entitlement to recover shipping or other reasonable costs where required by the Australian Consumer Law.

7. How to Start a Return

  1. Email sales@surveyequipments.com.au or call +61 401 478 481.
  2. Provide your order number, product details and the reason for the return.
  3. Wait for return instructions before sending the item.
  4. Unless we arrange another method, authorised returns should be sent to Unit 7/3 Kaleski Street, Moorebank NSW 2170, Australia.
  5. Keep your tracking or lodgement receipt until the return is completed.

For questions about this policy, please contact our customer service team. For delivery information, see our Shipping Policy.