Refunds, Returns & Warranty Policy  Paddle Wholesale Australia

Change of Mind

We accept returns for change-of-mind purchases, subject to the following conditions:

• Requests are assessed on a case-by-case basis.

• Returns may be declined if conditions in this policy are not met.

• Change-of-mind cancellations are not guaranteed.

• Exchanges depend on stock availability, and the same return conditions apply.

• If the requested exchange item is unavailable, we will offer a store credit or refund.

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Order Cancellation

Before dispatch:
Contact us immediately — cancellation may still be possible.

After dispatch:

• The product must be returned at your expense.

• Items must be securely packed and sent via registered post.

• You are responsible for the product until it reaches us.

• Refunds exclude postage fees.

• A restocking fee of up to 10% may apply for non-defective, high-value, or special-order items.

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Faulty or Damaged Products

If you receive a faulty, damaged, or defective item:

• Contact us within 7 days of delivery.

• Include your order number, description, and clear photos of the issue.

• We will assess the claim according to the manufacturer’s policy.

Possible outcomes:
✅ Replacement
✅ Refund
✅ Exchange
✅ Manufacturer warranty support

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 entitled to have the goods repaired or replaced for minor failures.

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Incorrect Products Received

If you receive the wrong item:

• Contact us within 7 days of receiving your order.

• Provide your order number or receipt.

• Once verified, we’ll send you a prepaid return label and either:

  • Dispatch the correct product at no cost, or

  • Issue a full refund.

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Warranty Policy

All products are covered by the manufacturer’s warranty.
To lodge a warranty claim:

• Provide a copy of your original invoice.

• Return postage is your responsibility.

• Products must not be misused, modified, or tampered with.

• Products must be used in line with the manufacturer’s instructions.

Warranty claims that do not meet these conditions may be rejected.
All claims are assessed according to the Australian Consumer Law.

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Conditions of Return

To qualify for a return:

• Items must be returned within 30 days of receipt.

• Items must be unused, in resaleable condition, and in original packaging.

• Special-order items outside our core range are non-returnable.

• Return postage is the customer’s responsibility.

• Sale or clearance items are not eligible for return or exchange.

• Refunds are processed to the original payment method only.

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Non-Returnable Items

For safety, hygiene, and quality control reasons, the following items are non-returnable once opened, used, or installed:

• Electrical components such as motor capacitors, electric motors, and filters.

• Consumable items (e.g. polishing pads, grinding segments, diamond tooling, and abrasives) once used.

• Special-order or custom-made products.

• Items damaged or modified after delivery.

If a product is faulty or covered under warranty, it will be assessed under our Faulty or Damaged Products policy above.

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Return Packaging

• All returned products must be packed securely to prevent transit damage.

• We recommend using the original packaging or equivalent protective materials.

• Products damaged in transit due to poor packaging may not qualify for a refund.

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Proof of Purchase

A valid invoice, order confirmation, or receipt is required for all returns and warranty claims.
We cannot process returns without proof of purchase.

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Refund Processing

• Refunds are processed within 5–10 business days of receiving and inspecting the returned item.

• Refunds are issued to the original payment method only.

• Once processed, please allow additional time for your bank or payment provider to complete the transaction.

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Online Returns Process

To start a return:

1. Email paddle.au@gmail.com with your order number and reason for return.

2. Include photos if the item is faulty or incorrect.

3. Allow 1–2 business days for approval.

4. Once approved, return the product securely packaged to our warehouse.

After inspection, we will process your refund, exchange, or store credit and notify you by email.
Store credits are valid for 12 months from the date of issue.

Please allow extra processing time during peak periods or promotions — we appreciate your patience.

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Purchases from Retailers

This policy applies only to items purchased directly from Paddle Wholesale Australia.
For items purchased through authorised retailers or dealers, please contact them directly for their return policy.

Thank you for shopping with Paddle Wholesale Australia.
We value your business and are committed to your satisfaction.