Refunds

01How our orders work

HNA Group Pty Ltd (ABN 59 644 632 440) supplies on a quote-only basis. This website does not display prices or take payment. When you add products to a quote request, you are asking us to price them, not placing an order.

A contract is formed when you accept our written quote, or send us a purchase order and we confirm it. This policy applies to goods supplied under that contract, alongside the terms set out in the quote itself. Where a quote says something different to this page, the quote takes precedence.

02Your rights under the ACL

Consumer guarantees under the Australian Consumer Law apply to most goods we supply, including goods bought for business use, and they cannot be contracted out of. Nothing in this policy excludes, restricts or modifies them.

A major failure is one where you would not have bought the goods had you known about the problem, the goods are substantially unfit for their normal purpose and cannot easily be made fit within a reasonable time, or the goods are unsafe. For a major failure you choose the remedy. For a minor failure we may choose to repair the goods rather than replace them or refund the price.

03Warranty against defects

In addition to your rights under the Australian Consumer Law, HNA Group warrants goods we manufacture against defects in materials and workmanship for 12 months from the date of delivery, when used in accordance with the fitment instructions and within the product's rated specification.

If a defect appears within that period we will repair or replace the goods, or refund the price, at our option, at no cost to you for parts and labour. Freight for a valid warranty claim is at our expense. To claim, contact us through the contact page with your invoice or purchase order number and a description of the fault.

04Custom and made-to-order goods

A large part of what we make is built to your specification. Burst sleeving kits cut and configured to a specific machine model, custom harnesses, laser engraving, plaques and decals, and bespoke tooling covers are all made to order. Once manufacture has begun on a custom item, the order cannot be cancelled and the item cannot be returned for change of mind.

This does not affect your rights if a custom item is faulty, not of acceptable quality, or does not match the specification you approved. In that case, sections 02, 03 and 06 apply as normal.

Please check drawings, part numbers, machine models and engraving proofs carefully before you approve them. Once approved, we manufacture to that approval.

05Change of mind returns

We are not required to accept a return simply because you have changed your mind, ordered the wrong part, or no longer need the goods. We will usually try to help anyway, at our discretion, provided all of the following apply:

• You contact us within 14 days of delivery and obtain a return authorisation before sending anything back.
• The goods are unused, unfitted, in resaleable condition, and in their original packaging with all components, manuals and hardware.
• The goods are a standard stocked line, not a custom or made-to-order item. See section 04.

Where we accept a change of mind return, you pay the return freight and a restocking fee of up to 20% of the invoiced price may be deducted from the refund or credit. We will tell you the exact figure before you send the goods.

06Damaged, faulty or incorrect goods

Please inspect your delivery on arrival. If goods arrive damaged in transit, are faulty, or are not what you ordered, contact us as soon as you notice, and within 7 days of delivery for transit damage or a short or incorrect supply, so we can lodge a claim with the carrier in time.

Do not fit or use goods you believe are damaged or faulty. Keep the packaging and take photos before doing anything else.

Where goods are confirmed damaged, faulty or incorrectly supplied, we cover the return freight and either replace them, repair them, or refund the price. See section 08.

07How to make a claim

1. Get in touch first. Contact us through the contact page. Do not send goods back before we have authorised the return. Unauthorised returns may be refused.
2. Have your details ready. Your invoice or purchase order number, the product and part number, the quantity, the date you received the goods, and a clear description of the problem.
3. Send photos. Images of the fault, the damage, or the incorrect item, plus the packaging and any labels. Photos often let us resolve a claim without the goods coming back at all.
4. We issue a return authorisation. This tells you whether to return the goods, where to send them, and who pays the freight.
5. Pack and send. Return the goods securely packed, with the return authorisation number marked on the outside. Goods damaged by poor return packing may not be credited.

08Assessment and remedies

We aim to assess returned goods within 10 business days of receiving them, and we will keep you informed if a claim needs to go to a manufacturer or takes longer than that.

09Goods made by others

Some products we supply are manufactured by third parties, including the wireless measurement tools range and certain wholesale lines. These carry the manufacturer's warranty, and a claim may need to be assessed by them, which can take longer than an in-house claim.

You do not need to deal with the manufacturer yourself. Lodge the claim with us and we will manage it on your behalf. Your consumer guarantee rights against HNA Group as the supplier are unaffected.

10What is not covered

Our warranty against defects does not cover, and we are not liable for, failures caused by:

• Fair wear and tear, or the normal consumption of a wearing or consumable component.
• Use outside the product's rated specification, for example exceeding the pressure, temperature, load or pin-hole rating stated in the product documentation.
• Incorrect fitment, or failure to follow the fitment, wiring or instruction manual supplied with the product.
• Modification, repair or alteration by anyone other than HNA Group or a person we authorise.
• Accident, misuse, abuse, neglect, or damage caused after delivery.
• Impact, abrasion or chemical exposure beyond what the product is designed to withstand.

Safety products reduce risk. They do not eliminate it. Our goods must be used as part of a compliant safe system of work, not as a substitute for one.

11Refunds and freight

• Refund method. Approved refunds are issued to the original payment method, or as a credit to your account. Where an account was invoiced on terms, we credit the account.
• Timing. Refunds are processed within 5 business days of approval. How quickly the funds reach you depends on your bank.
• Freight. We pay return freight for goods that are faulty, damaged in transit or incorrectly supplied. You pay return freight for change of mind returns, and for goods found not to be faulty.
• Original delivery charges are refunded where an entire order is returned because of a major failure, and are not refunded on a change of mind return.

12Changes to this policy

We may update this policy from time to time. The version published on this page at the date your order is confirmed is the one that applies to that order.