At Koala Mowers, your satisfaction is important to us. We stand behind the quality of our products and services, and we’re here to help if something isn’t right.
Change of Mind Returns
We do not offer refunds or exchanges for change of mind purchases. Please choose carefully and ask our team if you need help selecting the right product for your needs.
Spare Parts Ordering, Returns & Refund Policy
At Koala Mowers, we understand how important it is to obtain the correct replacement parts for your equipment.
However, ordering spare parts requires accurate information, and we ask customers to carefully read and understand the following conditions before placing an order.
1. Customer-Supplied Part Numbers
When a customer provides Koala Mowers with a specific part number and requests that we order that part, we will generally place the order based on the information supplied.
It is the customer’s responsibility to ensure that the part number they provide is correct and suitable for their equipment.
Koala Mowers cannot guarantee compatibility when a part number has been independently sourced or supplied by the customer without verification by our staff.
If the customer provides an incorrect part number and Koala Mowers supplies the part correctly corresponding to that number, the customer is responsible for the consequences of their incorrect selection, subject to their rights under Australian Consumer Law.
2. Incorrectly Ordered Parts
If a customer orders an incorrect part using a part number they supplied, Koala Mowers is not automatically obligated to provide a refund or exchange simply because the part is unsuitable.
Where a return is accepted, it may be subject to supplier approval and applicable return conditions.
Koala Mowers reserves the right to decline change-of-mind returns where permitted by law.
3. Freight, Postage & Handling Charges
Freight and postage charges incurred as a result of a customer supplying an incorrect part number are the customer’s responsibility.
Where a customer requests a return or exchange because they ordered the wrong part:
– Original freight and postage charges may be non-refundable.
– Return postage to the supplier is payable by the customer.
– Additional freight charges for replacement parts are payable by the customer.
– Any supplier restocking fees may be passed on to the customer where disclosed and agreed to as part of a voluntary return arrangement.
Koala Mowers will not absorb freight, return postage or supplier restocking costs arising solely from an incorrect part number supplied by the customer.
These conditions do not limit any rights or remedies available under Australian Consumer Law.
4. Special Orders
Parts specifically ordered for a customer that are not normally stocked by Koala Mowers may be classified as special orders.
Special-order parts may not be eligible for cancellation, return or refund due to change of mind, incorrect customer-supplied information or customer ordering errors.
All special orders remain subject to Australian Consumer Law.
5. Parts Recommended by Koala Mowers
Where Koala Mowers identifies or recommends a part based on information supplied by the customer, we will take reasonable care to identify the correct component.
Customers should provide accurate model numbers, serial numbers and equipment details to assist with identification.
If Koala Mowers supplies an incorrect part due to an error on our behalf, we will address the matter in accordance with Australian Consumer Law.
6. Faulty, Defective or Incorrectly Supplied Parts
Nothing in this policy excludes, restricts or modifies any consumer guarantees or rights available under Australian Consumer Law.
Where a part is faulty, defective, incorrectly supplied by Koala Mowers or otherwise fails to meet applicable consumer guarantees, customers may be entitled to a repair, replacement, refund or other remedy as required by law.
7. Customer Acknowledgement
By requesting that Koala Mowers order a part using a customer-supplied part number, the customer acknowledges that:
– They have provided the part number themselves.
– They are responsible for confirming its suitability.
– An incorrect customer-supplied part number does not automatically entitle them to a refund.
– They may be responsible for freight, return postage and other agreed costs associated with correcting their ordering mistake.
Our Commitment
Koala Mowers is always happy to assist customers in identifying the correct parts wherever possible.
We simply ask that customers take responsibility for the information they provide and understand that our business cannot reasonably absorb the financial costs of incorrect parts ordered at their specific request.
Faulty or Damaged Products
In accordance with Australian Consumer Law, you are entitled to a replacement or refund if the product you purchased is:
- Faulty or has a major problem,
- Not fit for its intended purpose,
- Not as described or advertised.
If you believe your product is faulty, please contact us as soon as possible. We may request that you bring the item in-store for assessment by our qualified technician.
Returns Process
To initiate a return:
- Contact us on 02 7252 3713 or visit us at our Emu Plains store.
- Provide proof of purchase (receipt, invoice, or bank statement).
- We’ll assess the item and determine whether a refund, replacement, or repair is applicable.
Non-Returnable Items
We cannot accept returns on:
- Used or damaged items due to misuse or neglect,
- Items with clear visible heavy use that can not be repaired and re-sold,
- Items without proof of purchase,
- Special order or custom items (unless faulty),
- Machines or parts that have been tampered with or modified.
Warranties
Many of our products are backed by manufacturer warranties. We’ll gladly assist with any warranty claims and repairs covered under your product’s warranty terms.
Contact Us
For return enquiries, contact our friendly team:
Phone: 02 7252 3713
Address: Unit 3. 112 Russell Street Emu Plains NSW 2750
Email: admin@koalamowers.com.au
