This policy outlines the circumstances in which goods or services (“Goods”) supplied by Vacuum Repairs Sydney (“Vacuum Repairs Sydney”) to a customer (“you”) will be accepted for return.

AUSTRALIAN CONSUMER LAW

The sale of Goods by Vacuum Repairs Sydney will be subject to certain laws, including, but not limited to, the Australian Consumer Law (“ACL”). Our Goods come with guarantees that cannot be excluded under the ACL. 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 they fail to meet acceptable quality standards, and the failure does not amount to a major failure.

This policy is in addition to any rights you have at law, including under the ACL, which is Schedule 2 of the Competition and Consumer Act, 2010 (“Act”).

ASSESSMENT OF GOODS FOR RETURN

Vacuum Repairs Sydney reserves the right to assess the eligibility of Goods for return (including the condition and age of the goods) BEFORE accepting them as returned. All Goods which a customer wants assessed for return must be:

• Accompanied by proof of purchase from Vacuum Repairs Sydney, either by providing a receipt or other proof of transaction; and
• Unmarked and complete with all instruction books and accessories such as remotes, controllers, power cords, batteries, chargers, connectivity cables, and any other out-of-box accessories supplied at the time of purchase.

Please note that it may be necessary for the manufacturer of the Goods to inspect them to assess eligibility for return. Vacuum Repairs Sydney will strive to procure such assessment within a reasonable time.

While Goods are being assessed, Vacuum Repairs Sydney will not be deemed to have accepted the Goods for return.

WHEN GOODS WILL BE ACCEPTED FOR RETURN

Except where required under the ACL or other applicable consumer protection laws or regulations, Vacuum Repairs Sydney will accept Goods for return in accordance with this Returns Policy and only after assessment, where the Goods are returned in compliance with points 1 and 2 above and:

• Fail to meet a consumer guarantee under the ACL;
• Are subject to any express warranty provided by:
  • Vacuum Repairs Sydney; or
  • The manufacturer of the Goods;
• And the Goods are returned in accordance with the terms of that warranty; or
• The customer changes their mind within 14 days, provided:
  • Goods are unopened, unused, and still in new, saleable condition;
  • Any postage fees for Goods purchased online are deducted from the refund;
  • Special Order items (including, but not limited to, all Agency Products and Zip Taps) are excluded; and
  • If Vacuum Repairs Sydney elects to accept opened Goods at its discretion, a 20% restocking fee may apply.

WHAT HAPPENS WHEN GOODS ARE ACCEPTED FOR RETURN?

Subject to any legal obligations to the contrary, when Vacuum Repairs Sydney accepts Goods for return:

• For a failure to comply with a consumer guarantee which is not a “major failure,” Vacuum Repairs Sydney may either:
  • Have the Goods repaired or provide an identical replacement; or
  • Provide a refund of the amount paid for the Goods, within a reasonable time.
• For a failure to comply with a consumer guarantee which cannot be remedied or a “major failure” (as defined in the ACL), you may either:
  • Reject the Goods and choose a refund, identical replacement, or one of the same type and similar value (if reasonably available);
  • Keep the Goods and receive compensation for any reduction in value caused by the failure; or
  • Agree with Vacuum Repairs Sydney to have the Goods repaired.
• Under an express warranty, Vacuum Repairs Sydney may either repair or replace the Goods or offer a refund in accordance with the warranty terms.

A “major failure” is broadly defined in the ACL as a situation where a reasonable consumer would not have acquired the Goods had they been aware of the failure, the Goods are unsafe, substantially unfit for their purpose, or they significantly depart from the demonstration model or sample. For more details, please refer to the ACL.

If you reject Goods in accordance with the ACL, you must return the Goods to Vacuum Repairs Sydney. If the Goods cannot be returned without significant cost to you, as prescribed under the ACL, you may request that Vacuum Repairs Sydney collect the Goods.

If Goods are accepted for repair, Vacuum Repairs Sydney will complete such repairs within a reasonable time, in accordance with the ACL.

If you are entitled to a refund under the ACL or otherwise, the refund will be issued via the original payment method (credit card, cheque, EFT, PayPal, finance provider, etc.).

WHAT HAPPENS AFTER YOUR GOODS HAVE BEEN REPAIRED?

After your Goods have been repaired or replacement Goods become available, Vacuum Repairs Sydney will contact you to arrange delivery. Vacuum Repairs Sydney will cover delivery costs only if the Goods were repaired or replaced due to a major failure or if required by law.

THIRD-PARTY PRODUCTS

Certain third-party suppliers sell Goods directly to customers using the premises or systems provided by Vacuum Repairs Sydney (“Third Party Sale”). Please refer to the relevant supplier for the return of Goods purchased through a Third Party Sale.

NON-RETURNABLE GOODS

Except where required under the ACL or other consumer protection laws or regulations, the following products are not eligible for return:

• Electronic software downloads;
• Subscriptions to software update programs;
• Opened software where the applicable licence has been used, copied, or disclosed;
• Gift Cards and recharge cards to the extent they have been used or expired.

Opened software cannot be returned if it contained a seal with the software license on the outside of the package and the license could be read before opening.

PRESCRIBED INFORMATION REGARDING REPAIR OF GOODS

Goods returned for repair that are capable of retaining “user-generated data” (as defined under the Act) may lose data as a result of the repair.

Goods presented for repair may be replaced with refurbished goods of the same type rather than being repaired. Refurbished parts may also be used for repairs.

ONLINE SALE RETURNS

The process for returning Goods purchased from Vacuum Repairs Sydney online follows the same guidelines outlined in this Returns Policy, with the additional requirement that you first obtain a Tracking Number (“TN”) to identify your Goods.

For online purchases, contact our Customer Service Department at 02 9774 8666 or email [email protected]. You will need to provide photos of the Goods, and a return label will be provided if the Goods are eligible for return. Please follow all instructions provided.

If you reside in NSW or ACT, you may return the Goods to a Vacuum Repairs Sydney location after contacting the Customer Service Department to obtain a TN, provided all other conditions are met.

To request a refund please contact us using any of the information on our contact us page.

STATUTORY RIGHTS NOT AFFECTED

This Returns Policy does not affect your statutory rights, including those under the ACL. In the event of any inconsistency between this policy and your statutory rights, your statutory rights will prevail.

FURTHER INFORMATION

Refunds may take up to 10 working days to be deposited into your account/card. Refunds will be processed using the same method in which a payment was taken.

Customer Service

Vacuum Repairs Sydney

2/92 Bryant Street, Padstow, NSW, 2211

[email protected]

ABN 27 052 419 468