Fire Terminator ANZ Refund Policy – Australia & New Zealand

 

At Fire Terminator ANZ, we are committed to providing high-quality firefighting solutions. Your satisfaction is our priority, and we stand by the quality of our products. This refund policy outlines your rights and our obligations for purchases made on our e-commerce site within Australia and New Zealand.

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Your Consumer Rights (Australia & New Zealand)

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA). You are entitled to a replacement or refund for a major failure and for 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.

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What is a "Major Failure" / Product Problem?

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A product has a major problem (or major failure) if:

• It has a problem that would have stopped someone from buying it if they'd known about it.

• It is significantly different from the description, sample, or demonstration model.

• It is substantially unfit for its common purpose and cannot easily be fixed within a reasonable time.

• It is unsafe.

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When You Are Entitled to a Refund, Repair, or Replacement

You are entitled to a remedy (repair, replacement, or refund) if the product:

• Is faulty or defective.

• Is not of acceptable quality.

• Is not fit for its disclosed purpose (i.e., doesn't do what it's meant to do).

• Doesn't match the description, sample, or demonstration model.

• Has hidden defects.

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Fire Terminator ANZ's Commitment:

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If any of our products are found to have a major problem as described above, or fail to meet the consumer guarantees, we will provide a remedy in accordance with your statutory rights. This may include:

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1. Refund: A full refund of the purchase price will be issued to the original payment method.

2. Replacement: We will provide an identical or equivalent replacement product.

3. Repair: For minor problems, we may choose to repair the product within a reasonable timeframe. If we cannot repair it, or if the repair takes an unreasonable amount of time, you may still be entitled to a refund or replacement.

 

How to Initiate a Return/Refund Request:

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1. Contact Us: Please contact our customer service team atinfo@fireterminator.com.au or ^61 1800 572 112 as soon as you become aware of an issue. Provide your order number, a detailed description of the problem, and any supporting photos or videos.

2. Assessment: We may ask you to provide further information or return the product for assessment.

3. Return Shipping Costs: If the product is confirmed to have a problem covered by consumer guarantees, we will reimburse you for any reasonable return shipping costs incurred. Please retain receipts for these costs. If the product is found not to have a problem, you may be responsible for the return costs.

4. Proof of Purchase: Please provide proof of purchase (e.g., order confirmation, receipt, bank statement) when making a return claim.

 

Important Considerations:

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• No Time Limit on Consumer Guarantees: Consumer guarantees under the ACL and CGA are not limited by a specific time period. They apply for a reasonable amount of time, considering the product's type, cost, quality, and any representations made about it.

• Original Packaging: While not always required by law for faulty items, returning products in their original packaging can assist with the return process. However, a lack of original packaging does not negate your consumer rights.

• Change of Mind: We are generally not obligated to provide a refund or exchange if you simply change your mind. However, at our discretion, we may offer an exchange or store credit for products returned in their original, unused, and undamaged condition within [X] days of purchase. This is separate from your statutory consumer rights.

• Misuse of Product: This policy does not cover problems caused by misuse, abuse, modification, or neglect of the product contrary to user instructions or reasonable care.

• Refurbished Goods/Parts: If a repair involves the use of refurbished goods or parts, we will inform you.

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Processing Refunds:

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Once a refund is approved, it will be processed promptly, typically within [Number] business days, and credited back to the original payment method used for the purchase.

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Further Assistance:

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For any questions regarding our refund policy or to initiate a return, please contact our customer service team. We are here to help ensure your satisfaction and compliance with consumer protection laws in Australia and New Zealand.

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