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Refund policy

FA AUSTRALIA PTY LTD trading as "FA AUSTRALIA TRADE CENTRE" (ABN 89 140 031 296) ("we", "us" or the "Company") prides itself on providing products of the highest quality and is committed to customer satisfaction. This returns policy describes generally how we manage product returns. Returns remain subject to our Website Terms of Use (www.faaust.com.au). If you would like more information, please don't hesitate to contact us.

Our goods are backed by manufacturers’ warranty. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. 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 the goods fail to be of acceptable quality and the failure does not amount to a major failure.

  • A product or good has a major failure when:
  • it has a problem that would have stopped someone from buying it if they’d known about it;
  • it is significantly different from the sample or description;
  • it is substantially unfit for its common purpose and can’t easily be fixed within a reasonable time;
  • it doesn’t do what you asked for and can’t easily be fixed within a reasonable time; or
  • it is unsafe.

Importantly, the rights described in this policy are in addition to the statutory rights to which you may be entitled under the Australian Consumer Law and other applicable Australian consumer protection laws and regulations.

Please note there may be limitations on your right to return and obtain a refund for products, however these limits will always be subject to your statutory rights.

Refunds before processing of order

If you have placed an order with us and wish to retract your order for any reason – even if you simply change your mind – we will provide you with a full refund, provided that we receive notice of the cancellation of your order before we have begun processing your order. If we have already started processing your order, then we are unable to provide any refund.

Refunds will not be available in any other circumstances. If you are not satisfied with any item that you receive from us, you may be entitled to a refund or return that item to us in accordance with the below.

Returns

Replacement or credit as remedy

If you are not satisfied with any item that you receive from us, please let us know as soon as possible as we may be able to refund or replace the item for you. In some circumstances, we may provide a credit instead of replacement at our discretion.

What you must return to us

To receive a refund, replacement or credit, you must first return the item to us along with its original packaging and proof of purchase.

Returning items within 7 days purchase

If we receive the returned item from you within the first 7 days after the later of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item, if considered appropriate by us) to ascertain whether or not the Company is at fault and:

  • (Company at fault) if we consider that the Company is at fault, we will provide a full refund or replacement of the returned item (or a credit at our discretion); or
  • (Company not at fault) if we consider that the Company is not at fault, then:
  • if the item has been returned in its original condition and original packaging, we will provide an exchange for the returned item (or a credit at our discretion) and if the Company provides a credit then the Company reserves the right to charge a re-stocking fee equivalent to 20% of the purchase price of the item;
  • if the item has been returned not in its original condition with original packaging, or is broken, damaged, tarnished or worn, we will not provide any exchange or credit; or
  • if the item is a custom order or electronic spare parts, returns will not be accepted.

Returning items after 7 days of purchase

If we do not receive the returned item within 7 days after the later of the date of purchase and the date of delivery to you, then we will assess the circumstances (including analysing the returned item if considered appropriate by us) to ascertain whether or not the Company is at fault and:

  • (Company at fault) if we consider that the Company is at fault, we will provide a full refund or replacement of the returned item (or a credit at our discretion); or
  • (Company not at fault) if we consider that the Company is not at fault, then generally no exchange or credit will be provided. The Company may, however, choose to provide an exchange or credit in some cases at its discretion. If the Company chooses to provide a credit, the Company reserves the right to charge a re-stocking fee equivalent to 20% of the purchase price of the item.