Returns & Refund Policy

This policy applies to all products purchased via our online store at fireextinguishershop.com.au.

  • 30-day returns — unused, unopened, in original packaging
  • Faulty or damaged? — we cover return shipping and issue a full refund
  • Change of mind? — you pay return shipping; a 15% restocking fee applies
  • Special orders & backorders — not eligible for change-of-mind returns

Your Consumer Rights

All refund rights under State and Commonwealth law apply. 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. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. If the failure is minor, we reserve the right to offer a repair only.

Return Eligibility

Our return policy lasts 30 days from the date of purchase. After 30 days we are unable to offer a refund or exchange.

To be eligible for a return, your item must be:

  • Unopened and unused
  • In its original condition and original packaging
  • Accompanied by proof of purchase (your emailed invoice)

Partial refunds may be granted where an item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.

Return Exclusions

The following are not eligible for change-of-mind returns:

  • Special order products — items ordered specifically for you from a supplier
  • Backordered items — items sourced on request from a supplier

These exclusions do not affect your rights under the Australian Consumer Law consumer guarantees.

Goods Damaged in Transit

Do not sign for a delivery if the goods are visibly damaged. Refusing the delivery makes the returns process faster and easier.

Our products are delivered by third-party couriers. If a courier has caused damage through lack of care or a deliberate act, we will pursue them on your behalf.

If damage is discovered after unpacking, contact us as soon as possible. We will arrange for the goods to be refunded or replaced, and may arrange collection.

How to Initiate a Return

Contact us before sending anything back. To process your return we will need:

  • Your full name
  • Email address
  • Best contact number
  • Invoice number
  • Photographs of the fault or damage (if applicable)
  • Your reason for returning

If the product is defective, we may arrange a courier pickup at our expense. If it is a change-of-mind return, you will need to organise and pay for return shipping. Once we receive and assess the item, we will arrange a replacement or refund.

Refunds

Once your return is received and inspected, we will email you to confirm receipt and notify you of the outcome. If approved, a refund will be processed within 14 days to your original payment method.

Faulty or Damaged Item

  • Single item order: Refund = Product Price + Original Delivery
  • Multiple items ordered: Refund = Product Price only

Change of Mind

  • Refund = Product Price − Original Delivery − 15% Restocking Fee

The 15% restocking fee is charged to us by our distributors and passed on at cost.

Example: Change of Mind Return

You purchased 1 item for $100 with $20 delivery (order total: $120).

  • You return the item at your own expense
  • Refund = $100 − $20 − $15 (15%) = $65

Example: Change of Mind Exchange

You purchased item X for $100 with $20 delivery. You want to exchange it for item Y ($100).

  • You return item X at your own expense
  • Credit value = $100 − $20 − $15 = $65
  • New order (item Y + delivery) = $100 + $20 = $120
  • Additional payment required = $120 − $65 = $55

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank or payment account — processing can take a few business days
  2. Contact your credit card company or bank
  3. If you still have not received it, contact us at [email protected]

Exchanges

We replace items that are defective or damaged. To request an exchange, email us at [email protected] and return the item as described in the Return Shipping section below.

Change of Mind Returns

Changed your mind? No problem — you have 30 days from purchase to return your order. The item must be unused and we will refund the product price minus original delivery and a 15% restocking fee (see Refund Calculations above).

Return Shipping

We will email you the return address once your return request is confirmed.

For change-of-mind returns, you are responsible for return shipping costs. Shipping costs are non-refundable. For items over $75 we recommend using a trackable shipping service or purchasing shipping insurance — we cannot guarantee receipt of untracked returns.

Warranty Exclusions

Our warranty does not cover damage or failure resulting from:

  • Misuse or abuse of the product or included accessories
  • Operating the product contrary to the instruction manual
  • Using incorrect batteries, chargers, accessories, or non-genuine parts
  • Tampering, unauthorised repairs, or modifications
  • Failure to take reasonable steps to prevent damage
  • Improper storage contrary to product guidelines
  • Neglect or failure to maintain the product as instructed
  • Repairs or work carried out by anyone other than an authorised representative
  • Accidental damage or force majeure events (including environmental factors)
  • Natural discolouration from UV exposure
  • Impact damage or damage caused during transit
  • Damage from extreme heat, cold, or high humidity
  • Damage from solvents or water ingress
  • Damage from sand, rust, corrosion, fire, vermin, insect infestation, or power surges
  • Abnormal performance caused by ancillary equipment or external interference
  • Defects disclosed or reasonably known prior to purchase
  • Normal wear and tear
  • Calibration
  • Freight costs for transporting the product
  • Products with altered or removed serial numbers
  • Consumable items (such as batteries)

Contact Us

Questions about a return or refund? Get in touch: