FAQ
Orders & Purchases
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Returns & Exchange
Can I return products once purchased?
Can I return products once purchased?
All sales are final. Returns are not accepted unless a product has a catastrophic manufacturing defect that cannot be rectified within your territory.
What is the process if a product has a major fault?
What is the process if a product has a major fault?
Submit a written request with supporting documentation (fault description, photos, serial numbers, and proof of purchase). Our team will assess and advise on next steps.
Are cosmetic issues or minor defects covered under returns?
Are cosmetic issues or minor defects covered under returns?
No. Cosmetic issues, minor defects, or transit-related damage are not covered.
Transit claims must be lodged directly with your freight forwarder or insurer.
Shipping & Tracking
What shipping terms do you use?
What shipping terms do you use?
Shipments are generally made under EX-WORKS (Incoterms 2020). This means you or your nominated freight forwarder collect goods directly from our warehouse.
Who is responsible for freight and insurance?
Who is responsible for freight and insurance?
Once goods leave our warehouse, all responsibility, including freight and insurance, lies with the distributor or retailer.
Do you provide shipping for some regions?
Do you provide shipping for some regions?
We may arrange shipping through our nominated provider for selected markets, such as New Zealand. Terms will be confirmed at the time of order.
Will I receive export documents with my order?
Will I receive export documents with my order?
Yes. We provide commercial invoices, packing lists, and export declarations as
required under Australian export laws.
Warranty
What warranty period applies to your products?
What warranty period applies to your products?
It depends on each country's policies. Please consult with your local authorities.
Who provides warranty support to end customers?
Who provides warranty support to end customers?
Distributors and retailers are responsible for providing warranty and after-sales support within their own territories. The warranty period for end customers begins from their purchase date.
What is not covered by warranty?
What is not covered by warranty?
Warranty does not cover misuse, improper installation, unauthorised modifications, or
normal wear and tear on consumables.