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Last updated November 10, 2021

We want you to be totally satisfied with our products and services.

There may be times when you will need to return a product purchased from one of our stores.

Our Returns Policy is designed to assist you with your return.

RETURNS POLICY

Southern Cross Industrial Group warrants that all new Products will be free from defects in materials and workmanship, under normal use and service, for the manufacturer’s applicable warranty period.

Southern Cross Industrial Group’s sole obligation for valid returns shall be limited to repair or replacement of the product at our place of business, at the product manufacturer’s discretion and shall be conditioned upon Southern Cross Industrial Group receiving written notice of the returns claim within a reasonable time frame after failure.

Only authorised personnel of the Southern Cross Industrial Group can approve returns/repairs or deviate from this Policy in any manner, upon consultation with the Product Manufacturer.

We offer replacements, store credit or refunds where products have a major failure, such as:

• When they are faulty
• Wrongly described
• Different from a sample shown to you; or
• Do not do what they are supposed to do

Please note: we are not required to replace your product if you simply change your mind.

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 for 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.

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as sound, electrical and motor driven products

Southern Cross Industrial Group does not provide for travel or transport costs under warranty repair or replacement.

Southern Cross Industrial Group does not loan or supply the use of items during warranty repair, including but not limited to machines, tools, attachments, and other products.

 HOW LONG DO YOU HAVE TO RETURN A PRODUCT?

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.  Please contact us and we assist you with further information about the returns period for the product you return.

EXPENSES RELATING TO PRODUCT RETURNS

Any expenses relating to the return of the product will be paid for by the customer.  Depending on the manufacturing company’s warranty policy they may provide a refund for costs incurred.  We recommend keeping copies of the receipts involved in the returns process.

We may need to conduct an assessment of your product to determine whether a repair, replacement or refund is appropriate. Certain technical products may need to be sent to the manufacturer or their repair agent for assessment, such as sound, electrical and motor driven products

LIAISING WITH THE MANUFACTURER

For some product assessments you may have the option to liaise directly with the manufacturer, or their repair agent. Our store team members can provide you with the relevant manufacturer contact details.

Products assessed as having a minor fault will be repaired by the manufacturer and returned to you within a reasonable time. We offer a refund or replacement if the product is assessed as having a major failure.

EXCLUSIONS

In some cases a refund, replacement, or repair may not be offered if you have:

• Modified the product
• Misused the product contrary to user instructions or packaging labels or
• Simply change your mind

Certain products are excluded under our Returns Policy unless they are faulty, these include:

• Custom made orders such as laser engraved traffolytes and vehicle call signs
• Gift-cards, vouchers, and/or credit vouchers

SPECIAL PROCEDURES FOR THE RETURN OF CERTAIN PRODUCTS

For safety reasons, please contact us before returning any bulky or fuel operated products, such as Generators and Lawn Equipment.

HOW DO I RETURN MY ORDER

Take your product in store to where it was purchased.  Contact us if you purchased online and want to know which store to return to. This includes products that carry a manufacturer’s warranty, which may need to be assessed by the manufacturer.

What information is needed to complete your return?

• Show your receipt or other proof of purchase (bank statement).
• Try to return the product in the same condition as it was purchased (including manuals, accessories and packaging).
• Provide us with any extra information we may need to process your return.

With a receipt

For an exchange, credit, refund or repair we ask for your name, telephone number and signature in addition to your receipt.

All purchases made on a debit/credit card will be credited back to the original card used, so please have your card with you.

Without a receipt

If you don’t have a receipt, we ask for your photo identification showing your name, address and signature.

You can help us determine proof of purchase by providing a bank statement or similar.

Consumer guarantees under the Australian Consumer Law are not limited by a defined time period and can vary from product to product depending on factors such as the nature of goods, price and statements made on packaging and product labels.

Our Store Managers can assist you with further information about the warranty period for the product you return.

RETURNS PROCESS

To return an item, please email customer service before returning to obtain a Return Merchandise Authorization (RMA) number. After receiving an RMA number, place the item securely in its original packaging and include your proof of purchase, and mail your return to the following address:

PO Box 5999, Mackay, QLD, 4740
Southern Cross Industrial Group
Attn: Returns
RMA #
24-32 Interlink Court
Paget, Mackay, Queensland 4740
Australia

QUESTIONS
If you have any questions concerning our return policy, please contact us at:

+61 (07) 4842 9800 or contact us.