InstroDirect – Refund & Returns Policy

1. General Policy

InstroDirect supplies industrial electrical and automation products. Due to the specialised nature of these goods, all sales are considered final once payment has been processed. We do not accept returns for change of mind, incorrect selection, or ordering errors, so please ensure all part numbers and quantities are correct before placing your order.

2. Eligibility for Returns

A return will only be accepted where:

• The item is faulty or defective upon arrival, or
• The item supplied does not match the item ordered, or
• InstroDirect has made an error in the supply of goods

In all cases, the issue must be reported within 7 days of receiving the goods.

3. Non-Returnable Items

The following items cannot be returned under any circumstances:

• Products incorrectly ordered by the customer
• Items that have been installed, used, marked, or modified
• Products that are custom-built, configured, or factory-ordered specifically for your job
• Clearance or discounted items
• Software-activated products or licensing-based products
• Items damaged due to misuse, incorrect installation, or negligence
• We have a 100% restocking fee. 

4. Dead on Arrival (DOA) or Faulty Items

If a product arrives damaged or faulty:

1. Notify us within 7 days
2. Provide photos, serial numbers, and a description of the issue
3. InstroDirect will assess the claim and determine whether the item should be replaced, repaired, or refunded in accordance with Australian Consumer Law

Goods must remain in their original condition for inspection. Do not install or tamper with the item.

5. Incorrect Supply

If InstroDirect supplies the wrong item:

• We will organise replacement or collection at our cost
• The incorrect item must be returned unused, in original packaging

6. Change of Mind

InstroDirect does not provide refunds, credits, or exchanges for:

• Change of mind
• Selecting the wrong product
• Ordering items incompatible with your system

Please confirm part numbers before placing your order.

7. Refund Method

Approved refunds are processed back to the original payment method only (e.g., credit card).
No cash refunds, no alternative accounts, and no instant refunds.

Refunds are issued only after:

• Returned goods have been received, inspected, and approved
• Manufacturer testing (if required) confirms a fault

8. Payment Clearance & Dispatch

• Credit card orders: processed and shipped immediately
• Direct debit, bank transfer, or purchase order: goods will only ship once the funds have fully cleared

If payment fails, is reversed, or is disputed, the order will be cancelled and goods will not be dispatched.

9. Warranty Claims

Warranty is provided in line with the manufacturer’s warranty terms standard 12 months for Australia. InstroDirect will assist with warranty processing but does not guarantee repair or replacement timeframes.
Customer is responsible for removing, reinstalling, and transporting warranty items unless otherwise stated.

10. How to Lodge a Return or Warranty Claim

Email: Sales@instrodirect.com.au
Include:

• Order number
• Item(s) involved
• Description of issue
• Photos or video evidence

Our team will respond with next steps.

 

Thank you