Shipping Details
24- 48 Hours Dispatch after receiving paid order. Allow 5 business days for metro area locations and 7-10 business days for regional and remote area locations. Items will be shipped by Australia Post. Any item greater than 1 meter in size will be shipped by a freight company. Parcel can be tracked if delivery is delayed.
Warranty Information
Most of our products are supported by a 24 month warranty. This warranty covers all manufacturer faults with the product. Some of our products may have a different warranty period, please check the product description or Warranty Certificate included with the product. Should an issue arise with your order, please contact us to raise a warranty claim. Register your product purchase with us when you have received your product. It is highly recommended to register your product so that a record is kept for your warranty. Submit an enquiry for any after sales care or warranty repairs. Our Customer Service Team is always happy to help with any questions or to offer cleaning tips when cleaning with Euroflex products. A faulty product will be serviced by the Euroflex National Service Centre. While the product is under warranty, transportation to and from the National Service Centre is free of charge to the customer for any repairs that the product may require. It is highly recommended to submit an enquiry in the first instance to trouble shoot any issue that the product is experiencing. To trouble shoot any issue the Euroflex Customer Service Centre contact details can be found on the silver sticker on all our products.
Returns Policy
30-day change of mind returns
In addition to your rights under the Australian Consumer Law, you have 30-days after your purchase to lodge a request to return the product/s.
Under the 30-day change of mind returns policy, we will accept a return of your product within 30-days after purchase of the product, provided the product:
If eligible for a 30-day change of mind return, you will receive a refund for the product (excluding any shipping fees paid by you at the time of placing the order) and you will need to pay any extra shipping fee for returning the product via standard domestic shipping to us.
Faulty Products
We provide the following statement in respect of the products sold by us:
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
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You are entitled to a refund or replacement for major failures with goods. If a failure with the goods does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
Return of faulty products
If the problem with the product is major, you are entitled to:
If a product is faulty and we require that the product be returned to us, you will not need to pay any extra shipping fee for returning the product via standard domestic shipping.
Examples of major failure are when the product:
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has a problem that would have stopped you buying it had you known about it;
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is unsafe;
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is significantly different from the description of the product; or
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does not perform to the specifications as stated but does not include damage caused by misuse or returns simply due to change of mind.
If the problem with the product is minor, you are entitled to a full refund of the purchase price of that product. If you wish to re-purchase the product, you will need to re-purchase that product (if it is available for purchase) as part of a new order.
You may be refused a refund, repair, or replacement if the problem has, for instance, arisen because the product was misused by the customer or not used in accordance with the instruction manual regarding the product’s assembly, use and maintenance. We reserve the right to have the product assessed to verify any problem with the product prior to providing you with a suitable remedy. We may request images of the product needed for assessment and evaluation.
How to return your item
Returns within 30 days
You can submit a return request for either a 30-day change of mind return or for a faulty product:
(a) Online via your account
Login to your online account and submit your return request. Once your request has been submitted, follow the instructions on the page.
(b) Over the phone via our Customer Service Team
Contact us and ask to submit a return request.
If a product is faulty you will not need to pay any extra shipping fee for returning the product to us.
Returns outside of 30 days
In accordance with the Australian Consumer Law, you are entitled to make a return outside of the 30-day change of mind period if the product is faulty (i.e., has a major or minor problem). You can do this by contacting us to arrange a refund of the product and a free return of the product if we are satisfied that it is a genuine fault.
Exchanges
We do not offer any exchanges where you have changed your mind about that product. If you would like to exchange a product you have purchased, you will need to return that product to us by following the 30-day change of mind returns process and you may re-purchase the desired product as part of a new order if that product is available for purchase.
Refund process
All refunds will be made to the original form of payment. After you have returned your product to us and your return is processed, it may take a further 3 to 5 business days for the funds to appear in your account. This time may vary depending on your financial institution.
We will only refund the shipping fee (paid by you for our products at the time of purchase of those products) if all products purchased by you at that time are faulty. This shipping fee is not refundable if the return is for change of mind (and the product is not faulty) or if all products purchased by you at the time you placed your order are not faulty.
Additional Information
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Where applicable, when you return a product, you may be asked to return the product with accessories and instruction manuals.
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You will need to take reasonable precautions so that a product returned to us is not damaged in transit. This includes using suitable packaging to return the product to us or taking out insurance for the product with the shipping company.
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You should also be aware that, in some circumstances, goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. Refurbished parts may be used to repair the goods.
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