Refund policy

Return and Refund Policy

This Return and Refund Policy applies to purchases made from WindSafe Solutions Pty Ltd.

1. Returns Require Approval

Returns require prior written approval from WindSafe Solutions Pty Ltd.

Customers must not return goods without first contacting WindSafe Solutions and receiving return instructions.

To request a return, contact:

WindSafe Solutions Pty Ltd
Email: operations@windsafesolutions.com.au

2. Change of Mind Returns

WindSafe Solutions is not required to accept returns for change of mind, incorrect customer selection, surplus stock, or goods no longer required.

Where WindSafe Solutions agrees to accept a change of mind return, the goods must be:

  • unused;
  • undamaged;
  • complete;
  • clean;
  • in original packaging;
  • suitable for resale;
  • returned with all manuals, tags, labels, documentation, accessories, and serial information where applicable.

Approved change of mind returns may be subject to supplier approval, inspection, restocking fees, return freight costs, and administrative costs.

3. Non-Returnable Goods

Unless required by law or approved in writing by WindSafe Solutions, the following goods may not be accepted for return:

  • special-order items;
  • imported items;
  • custom goods;
  • non-stocked goods ordered specifically for the customer;
  • used goods;
  • damaged goods;
  • opened or incomplete goods;
  • expired or date-sensitive goods;
  • safety-sensitive products;
  • goods without original packaging;
  • goods missing documentation, tags, labels, serial numbers, or accessories;
  • goods not accepted for return by the supplier or manufacturer.

This is particularly relevant for PPE, height safety equipment, rescue equipment, rope access gear, lifting equipment, and other safety-sensitive products.

4. Special Orders and Imported Items

Special-order, imported, custom, or non-stocked products are ordered specifically for the customer.

Unless required by law or agreed by WindSafe Solutions in writing, these goods are not cancellable, returnable, or refundable once WindSafe Solutions has committed to supplier purchase, import, manufacture, freight, or other unavoidable costs.

Deposits for special-order or imported items may be non-refundable to the extent WindSafe Solutions has incurred supplier, freight, administrative, import, or other unavoidable costs.

5. Incorrect, Damaged, or Missing Goods

Customers must inspect goods promptly on delivery or collection.

Any alleged shortage, incorrect supply, visible freight damage, or delivery issue must be reported to WindSafe Solutions in writing within 48 hours of delivery.

The customer should provide details of the issue and, where relevant, photographs, delivery records, packing slips, carton condition, or other evidence reasonably required by WindSafe Solutions.

WindSafe Solutions will investigate notified issues and work with the customer, supplier, manufacturer, or carrier where applicable.

6. Defective Products and Warranty Claims

Goods may be supplied with manufacturer or supplier warranties. Warranty terms vary by product and supplier.

If a customer believes goods are defective, the customer must notify WindSafe Solutions in writing as soon as practical and provide:

  • order or invoice details;
  • product details;
  • serial numbers or batch numbers where applicable;
  • photographs;
  • details of the alleged defect;
  • usage details;
  • any other information reasonably requested by WindSafe Solutions.

WindSafe Solutions may assist with supplier or manufacturer warranty claims where reasonable, but the outcome may depend on supplier or manufacturer assessment.

Warranty or defect claims may be refused or limited where the issue arises from:

  • misuse;
  • incorrect installation;
  • incorrect storage;
  • incorrect inspection;
  • failure to follow manufacturer instructions;
  • unauthorised modification;
  • normal wear and tear;
  • damage after risk has passed to the customer;
  • exposure to unsuitable conditions;
  • use outside product specification;
  • failure to maintain or service the product;
  • acts or omissions of the customer or third parties.

7. Refunds

Refunds, where approved, will be processed using a method determined by WindSafe Solutions.

Refunds may be reduced by applicable restocking fees, freight costs, supplier charges, administrative costs, cancellation costs, or other costs incurred by WindSafe Solutions, to the extent permitted by law.

8. Australian Consumer Law

Nothing in this policy excludes, restricts, or modifies any guarantee, right, or remedy that cannot be excluded under Australian Consumer Law or other applicable legislation.