We want you to end up with equipment and packaging that actually works for your business. This page explains when you can return something, how to do it, and what happens next.
Your rights under the Australian Consumer Law come first. Nothing on this page limits or replaces them.
Your rights under the Australian Consumer Law
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 to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
These rights apply regardless of any timeframe stated elsewhere on this page.
Change of mind returns
We accept change-of-mind returns on unopened, unused stock items within [[CONFIRM: 30]] days of delivery, provided the goods are in original resalable condition with all packaging intact.
Change-of-mind returns are at your cost — you pay the return freight, and the original outbound freight is not refunded. [[CONFIRM: is a restocking fee charged, and at what percentage?]]
We are not required to accept change-of-mind returns, so please check sizes and specifications before ordering. If you are unsure, ask us first or book a demo.
Items we cannot accept back
For food-safety and hygiene reasons we cannot accept change-of-mind returns on:
- Cans, lids or packaging where the outer carton or sealed inner packaging has been opened
- Custom-printed or branded cans made to your artwork
- Special-order items brought in specifically for you
- Clearance or sample items sold as-is
This exclusion does not apply where goods are faulty, unsafe, or not as described.
Faulty or incorrect items
If an item arrives faulty, damaged, or is not what you ordered, contact us with your order number, a description of the problem and photographs. We will cover return freight and arrange a repair, replacement or refund depending on the nature of the fault and your preference where the law provides it.
Please report transit damage within [[CONFIRM: 48 hours]] of delivery so we can lodge a carrier claim in time.
Machine warranty
Can sealing machines are covered by a [[CONFIRM: 12-month]] [[CONFIRM: return-to-base]] warranty from the date of delivery, covering defects in materials and workmanship under normal commercial use.
The warranty does not cover wear parts, damage caused by misuse, unauthorised modification, incorrect voltage, inadequate cleaning, or use outside the machine's rated specifications. [[CONFIRM: list the specific consumable and wear parts that are excluded.]]
This warranty is in addition to, and does not limit, your rights under the Australian Consumer Law.
How to start a return
- Contact us with your order number and the reason for the return.
- We will confirm whether the item is eligible and issue a return authorisation.
- Pack the goods securely — ideally in the original packaging — and include the authorisation reference.
- Send the return to our Keysborough warehouse, or use the label we provide for faulty items.
Please do not send goods back before receiving authorisation. Unauthorised returns may be refused or delayed.
Refund processing
Once we receive and inspect your return we will notify you of the outcome. Approved refunds are issued to the original payment method within [[CONFIRM: 5 business days]] of approval.
Your bank or card issuer may take a further [[CONFIRM: 3–5 business days]] to make the funds visible in your account. That part is outside our control.
Exchanges
[[CONFIRM: are direct exchanges offered, or are customers asked to return for refund and reorder? State whichever is actually the case.]]
