Warranty & Refund Policy

WARRANTY, REFUND, AND RETURN POLICY FOR CUSTOMERS

 Warranty for Products Sold Through Trading Tree – Retail.

We understand that sometimes even the best equipment can encounter issues, but we are here to help. We take pride in excellent customer service and our goal is to minimise any inconvenience and make the process as seamless as possible.

All products sold through Trading Tree Retail come with guarantees that cannot be excluded under the Australian Consumer Law. Our Warranty Policy does not limit any rights and remedies you may have under the Australian Consumer Law.

In addition to your rights under the Australian Consumer Law, Trading Tree offers a 12-month warranty on products sold through our platform which are found to be faulty or damaged, except (and subject to the Australian Consumer Law):

  • If expressly stated otherwise on the product listing – please refer to the product listing for the express warranty period.
  • In relation to accessories or bonus gifts (as noted as such in a product listing); or
  • If the fault or damage is due to:
    • Normal wear and tear.
    • Damage arising from improper assembly or modification of the product.
    • Damage arising from abnormal use or abuse of the product.
    • Damage, wear, and tear as a result of improper or lack of maintenance and/or care of the product (e.g. of fabric, leather, or timber).
    • Damage to external product packaging only.

DOA (Damaged on Arrival) Warranty Claims:

This provision complements our standard warranty conditions and specifically addresses products that are damaged during transit, delivered with missing parts, partially delivered, or have existing defects upon arrival.

  • Claims under this provision must be made within 7 calendar days from the date of delivery.
  • Customers are required to notify Trading Tree – Retail either via email or in writing within this 7-day period if a product is received in a damaged state upon arrival.
  • Damages to the product resulting from improper unboxing, such as cuts or scratches caused by using blades or sharp objects, are not covered under this warranty.
  • This clause does not apply to items explicitly sold as ex-demo or used unless otherwise mentioned in the product listing.

Making a Warranty Claim for Damaged Goods or Missing Parts

To make a warranty claim, please reach out to us via our website. Include in your message:

  • Order number.
  • The quantity of each product and/or part missing, faulty, or damaged.
  • An image or video that clearly shows the fault, damage, or missing part. Ensure the image or video is of acceptable quality for assessment. Thumbnail images are not considered acceptable.
  • A brief explanation of the fault or damage, and what you are requesting, i.e. refund, credit, or replacement of parts/product.

Please do not dispose of items before a warranty claim has been made and finalized. We may ask for items to be inspected. If items are disposed of before a warranty claim has been finalized, we reserve our rights, subject to the Australian Consumer Law, to not provide a credit, replacement, or refund.

Return Authorisation (RA) and Timeframe:

Once the warranty claim is accepted, the customer is required to return the goods within 14 days of the RA being issued. However, there’s flexibility mentioned, as a “reasonable period of time” can be agreed upon between Trading Tree- Retail and the customer.

Delivery Delays:

Any delivery delay should be reported to us within 30 working days from the date of dispatch. Due to ongoing COVID restrictions and potential natural disasters, delivery time frames can be affected. Your patience is appreciated.

Refund, Return, and Replacement Procedure:

Contact us through our website for any refund or replacement requests. We will advise if the product needs to be returned. Refunds will be issued to the original payment method.

Change of Mind Refund Requests:

We do not accept change of mind refund requests for health and safety products, bulk purchases, or products that are opened. Otherwise, we consider a change of mind refund request made within 14 days after the item is delivered.

All items returned to Trading Tree as a result of incorrect or incomplete delivery information will be treated as a change of mind return.

Change of Mind Request Procedure:

Consult with us about any change of mind refund request. Please do not return the product without our prior consultation. Return due to a change of mind is done at your arrangement. A restocking fee of 10% of the item price and the shipping fee may apply.

Product Recalls:

In the event of a product recall, we will advise you of the relevant procedure.

When will my refund be issued?

Refunds cannot be given instantaneously. The refund process can take 3-4 business days after your item has been returned to our warehouse unless otherwise stated.