Our Return and Refund Policy
Our return and refund policy is in line with Australian consumer law and as such depends largely on why you wish to return the item for a refund.
If you change your mind or order the wrong equipment.
In general, we are not required to provide a refund or replacement if you changed your mind, ordered the wrong equipment, found it cheaper somewhere else, decided you did not like the purchase or had no use for it. However, we wish to provide good customer service and we will consider your case. To assist us please consider the following:
Item(s) must be returned within 30 days of purchase, together with proof of purchase.
The product must be in its original (as new) condition to be returned.
The product must be returned in its complete original packaging, so it can be restocked/resold.
Customised items may not be able to be re-stocked and therefore cannot be returned.
Depending on the product a re-stocking fee may be applied.
The cost of freight, shipping, and packaging will be the responsibility of the purchaser.
Please contact us to discuss your issue so we can work with you to assist however we can.
If the product has a major problem.
If your product has a major problem you are entitled to your choice of a repair, refund or exchange. A major problem can be defined as when an item:
has a problem that would have stopped someone from buying the item if they had known about it.
is significantly different from the sample or description.
doesn’t do what we said it would, or what you asked for and can’t be easily fixed (this does not apply if you incorrectly selected the product without our advice).
If your product has a major problem you do not have to return the product in its original packaging.
If your product is found not to have a problem you may be required to pay the transport and inspection costs. An estimate of inspection costs will be provided to you prior to completing the inspection.
If the product has a minor problem
If your product has a minor problem we can choose to do one of three things, we can either repair, replace or refund the product. This choice is at our discretion, however, we aim to work with our clients to achieve a satisfactory outcome.
The purchaser will be provided 12-month warranty or as per manufacturer warranty.
Your warranties lie with Instrowest and not the manufacturer, all claims should be directed to Instrowest and not the manufacturer. If your claim is due to a manufacturer fault we will deal directly with the manufacturer to try to resolve the issue.
Customers can contact us regarding returns and Refunds.
Call: (08) 9500 9120
Introwest will be happy to assist you. Please don’t hesitate to contact us if something went wrong.