At Gosford Mowers & Chainsaws, we stand behind the products we sell and our obligations under the Australian Consumer Law (ACL).
This policy explains our approach to returns, change-of-mind requests, faulty products and consumer guarantees.
Australian Consumer Law
Our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
We will always assess and deal with product faults in accordance with the ACL. Nothing in this policy is intended to remove, restrict or replace any rights you may have under Australian Consumer Law.
For products that have a minor failure, we may elect to repair the product rather than provide a refund or replacement. Repairs will be carried out within a reasonable time.
Where a product has a major failure, the consumer is entitled to the remedies available under the Australian Consumer Law, including choosing a refund or replacement where applicable.
A product being covered by a manufacturer's warranty does not remove or replace your rights under the Australian Consumer Law.
Faulty Products & Warranty Claims
If you believe a product has a fault, please contact us as soon as reasonably possible and provide proof of purchase.
We may need to inspect, test or assess the product to determine the nature and cause of the problem and whether it is covered by a consumer guarantee or manufacturer's warranty.
Where appropriate, we may carry out the repair ourselves or arrange for the product to be assessed or repaired by the manufacturer or an authorised repair facility.
For minor faults, Gosford Mowers & Chainsaws may choose to repair the product rather than provide a refund or replacement.
Where the fault constitutes a major failure under the Australian Consumer Law, we will provide the remedy required by law.
A product that has been damaged through misuse, abuse, accidental damage, incorrect assembly, incorrect operation, lack of required maintenance, unauthorised modification or normal wear and tear may not be covered by a manufacturer's warranty or consumer guarantee. This will be assessed on a case-by-case basis.
Change of Mind
Gosford Mowers & Chainsaws does not provide refunds or exchanges simply because a customer has changed their mind, selected the wrong product, found the product cheaper elsewhere or no longer requires the product.
This includes products that have been:
- Special ordered or specifically sourced for a customer
- Assembled, commissioned or prepared at the customer's request
- Used, fuelled, oiled or operated
- Modified or altered
- Damaged after purchase
- Ordered specifically to meet a customer's requirements
- No longer in a condition suitable for resale
We are not required under the Australian Consumer Law to provide a refund or replacement for a genuine change-of-mind purchase.
Nothing in this section limits your rights where a product has a problem covered by the Australian Consumer Law.
Special Orders
Special-order and specifically sourced products are ordered on the basis of the customer's request and may not be ordinarily stocked by Gosford Mowers & Chainsaws.
For this reason, change-of-mind cancellations or returns of special-order products are not accepted, unless required by the Australian Consumer Law.
Where a deposit has been paid for a special-order product, the deposit may be non-refundable where the customer simply changes their mind, subject always to any rights the customer has under the Australian Consumer Law.
Assembled & Used Products
Products that have been assembled, commissioned, fuelled, filled with oil or otherwise prepared for use at the customer's request are not eligible for a change-of-mind return.
Likewise, products that have been used or operated are not eligible for a change-of-mind refund or exchange.
This does not affect a customer's rights where the product has a fault or otherwise fails to meet a consumer guarantee under the Australian Consumer Law.
Assessment of Faults
A customer's description of a problem does not automatically determine whether a product has a minor or major failure.
Where necessary, we will inspect and assess the product before determining the appropriate remedy.
This may include testing the product, inspecting components, checking operating conditions, reviewing service or maintenance history and, where appropriate, consulting the manufacturer.
We will not require a customer to deal directly with the manufacturer instead of us where the Australian Consumer Law requires Gosford Mowers & Chainsaws to provide the remedy.
Returning a Product
Customers should contact us before returning a product where possible.
Proof of purchase may be required.
For products that are reasonably easy to return, the customer may be required to return the product to us for assessment. For large, heavy or difficult-to-transport products, different arrangements may apply in accordance with the Australian Consumer Law.
Where a product is confirmed to have a problem covered by the Australian Consumer Law, reasonable return or transport costs will be dealt with in accordance with the law.
Manufacturer Warranties
Many products sold by Gosford Mowers & Chainsaws are supported by manufacturer's warranties.
Manufacturer warranties are additional to, and do not replace, your rights under the Australian Consumer Law.
A manufacturer's warranty may have specific requirements relating to servicing, maintenance, operation and warranty claims. These requirements do not remove any consumer guarantees that apply under Australian Consumer Law.
Our Commitment
We will always deal with genuine product faults fairly and in accordance with the Australian Consumer Law.
At the same time, Gosford Mowers & Chainsaws is not required to provide refunds or replacements simply because a customer has changed their mind.
We reserve the right to inspect and assess products before determining the appropriate remedy, subject to the customer's rights under Australian Consumer Law.