Warranty & Returns
Warranty
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 and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
In addition to your statutory rights, Trade Hero Australia offer a 12 month warranty on all products. The use of products for commercial purposes qualifies the purchaser to a 3 month warranty period. Our warranty as outlined above and below does not limit or restrict your statutory rights under Australian Consumer Law.
The warranty does not include damage caused by normal wear and tear, accidents, misuse, lack of maintenance, neglect, natural disaster, or other external causes; to damage caused by operating the equipment in a manner outside that described in the instructions. The warranty is considered void if the item has been modified, altered or tampered with by a person (or persons) not authorised by Trade Hero Australia to provide service (not including standard periodic maintenance).
Parts purchases, consumable components, and accessories [such as chains, carry bags, batteries, hoses, grinding discs, mats, nets, belts, cables, wheels, blades, tubes, safety gear etc.] are not covered by our standard warranty once used. Should your part or consumable component arrive with a manufacturer's fault please contact us to discuss a resolution prior to using the item.
Until the nature of any fault is determined, the resolution we can offer may vary. Where necessary, the item may need to be returned to determine fault/issue. If the products are unusable upon receiving or there is a major fault, the customer may choose between a full product refund via the original payment method or a replacement product. There may be some situations that result in a reduced refund. In the case of a minor failure, the Trade Hero Australia warranty may cover fitment of replacement parts or offer replacement parts to the customer. Other alternatives may be offered to the satisfaction of both parties.
Should you wish to claim a warranty on your item, please follow the process outlined in the Return section.
Warranties do not apply where items are resold/rented for the purpose of profit.
Extended Warranty
Extended Warranty Coverage The Extended Warranty extends the Standard Warranty provided with the purchase of your product for a total of 2 Years, offering you an additional peace of mind. By opting for this Extended Warranty, you are securing an additional 12 months of protection, totaling 24 months from the date of purchase.
- The Extended Warranty must be purchased concurrently with the product. It cannot be added to a product after the initial purchase has been completed.
- The Extended Warranty is tied to the product it was purchased with and is not transferable to other products.
Proof of purchase of both the product and the Extended Warranty email will be required to process any claims under this Extended Warranty.
Your confidence in our products is our highest priority, and the Extended Warranty is our commitment to ensuring your satisfaction and peace of mind with a longer coverage and a mutual trust.
Returns
Trade Hero Australia returns policy does not limit or restrict your statutory rights under Australian Consumer Law. You are entitled to return an item if you believe that there is a problem. You are generally responsible for returning the item if it can be posted or easily returned i.e dropped off. For items collected from our warehouse, it is generally the buyer's responsibility to return the item for a warranty claim (exceptions apply). You are entitled to recover reasonable postage or transportation costs if the product is confirmed to have a problem and is eligible for warranty, however, a receipt will be required. Within 60 days of the customer purchasing the item, we may provide details allowing return of the item at no cost to the customer (where freight costs apply). If the product failure is found to not fall within the warranty provisions or statutory rights provided, you may be required to pay the transport and/or inspection costs.
Returns are accepted in line with our warranty conditions.
Faulty Items
Prior to returning any item, our Customer Service Department must first issue you a Return Authorisation (RMA) number. Please do not return or post items before obtaining instructions from us first. If you do, there is a risk that your returned item may not be identifiable and accepted.
Should you wish to return a faulty item, please email us with your order number. All other relevant information will be sent to you at this time. Photos and/or videos of the item may also be requested to assist in the return process. When a return is authorised, it is the buyer's responsibility to ensure the product is packaged securely to prevent any damage during the return process. Failure to do so may affect the ultimate resolution to be offered.
If the item is required to be returned, the outcome of the inspection should take no longer than 6 business days from the date the item is received by our service department (times may vary).
While many spare parts are stocked in Australia, we may need to order certain parts from the supplier on your behalf. Whilst most ordered parts arrive within 15 days, a small number of difficult to order parts may require up to 8 weeks to arrive.
Change of Mind
You will receive a store credit for returned items in cases where you have changed your mind. This also applies to orders cancelled when the item has already been dispatched from our warehouse. We accept Change of Mind returns for 14 days after you have received the item. The item must be in a re-saleable condition to qualify for a Change of Mind store credit. Store credit is valid for 12 months. Handling / Cancellation fees will apply at 20% of the purchase price. The refund amount will not include original freight costs (where freight costs were listed separately).