Refund and Returns Policy
At InstroDirect, we stand behind the quality of the industrial automation products we supply. Our returns policy is designed to be fair and transparent, in full compliance with Australian Consumer Law (ACL).
1. Our Guarantee
You are entitled to a replacement or refund for a major failure and 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.
2. Eligibility for Returns
A return or refund request will be accepted under the following conditions:
- Faulty or Defective Goods: The item is faulty or does not work as intended upon arrival.
- Incorrect Supply: The item delivered does not match the part number or description of the item ordered.
- Damage in Transit: The item was damaged during the shipping process before it reached you.
Reporting Period: Please notify us of any issues within 14 days of receiving your goods to ensure a swift resolution.
3. Change of Mind
Due to the highly specialized and technical nature of industrial electrical components (including factory-sealed and software-licensed products), InstroDirect does not offer refunds, credits, or exchanges for “change of mind” or incorrect product selection by the customer. We strongly recommend verifying all part numbers and technical specifications with your engineer or electrician before purchasing.
4. Returns Process
To initiate a return:
- Contact Us: Email Sales@instrodirect.com.au with your order number and photos/video of the issue.
- Assessment: Our technical team will review the claim. In some cases, items may need to be returned for manufacturer testing to confirm a fault.
- Return Shipping: If the item is faulty or was sent in error, InstroDirect will cover the cost of return shipping.
- Condition: Items must be returned in their original packaging with all manuals and accessories included.
5. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- Approved Refunds: Will be processed automatically to your original method of payment (Credit Card or Bank Transfer) within 3–5 business days.
- Restocking Fees: For authorized returns that do not fall under ACL “faulty” categories, a standard restocking fee may apply to cover testing and re-certification. This will be communicated to you before the return is finalized.
6. Warranty
All products come with a standard 12-month manufacturer’s warranty (unless otherwise stated). InstroDirect will facilitate the warranty process with the manufacturer on your behalf.
Contact Information
InstroDirect Address: 5 Panoramic Drive, Narangba, QLD, 4504 Phone: +61 480 568 379 Email: Sales@instrodirect.com.au