Airmatics Return and Refund Policy
This policy applies to all purchases made through The Trustee for the BAJADAZ FAMILY TRUST trading as Airmatics (referred to as "Airmatics," "we," "us," or "our").
1. Timeframe for Returns
You have 14 days from the date of delivery to initiate a return. The item must be received by us within a reasonable time following the initiation of the return.
2. Condition of Items
To be eligible for a return, the goods must meet all of the following conditions:
3. Proof of Purchase and Return Process
A. Initiating a Return (Return Merchandise Authorisation - RMA)
All returns must be pre-authorised. To initiate a return, you must:
Once your RMA is approved, we will provide you with the correct return shipping address.
4. Refunds and Restocking Fee
A. Restocking Fee
A 10% restocking fee applies to all approved returns except in cases where the return is due to a fault with the item or an error on our part (see Section 6). This fee will be deducted from your total refund amount.
B. Refund Processing
Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.
Airmatics does not generally offer direct exchanges. If you require a different item, you should follow the return process for the original item and place a new order for the required item.
5. Return Shipping and Freight Charges
A. Customer Responsibility (Change of Mind / Misdiagnosis)
In all cases where the return is due to a change of mind, the item is no longer wanted, the wrong size/item was ordered, or a misdiagnosis of a fault on the customer's behalf:
Airmatics will cover the return freight costs only when:
6. Damaged, Defective, or Incorrect Items (Australian Consumer Law)
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If an item is received and is found to be faulty, defective, or significantly not as described, you are entitled to a remedy under the ACL.
The process for a faulty item is:
7. Non-Returnable Items
The following items are generally not eligible for return under any circumstances unless they are proven to be faulty upon arrival:
8. Contact Information
For all return inquiries or questions about this policy, please contact us by phone during business hours:
Phone: 02 4721 2766
Business Hours: Monday – Friday, 8:00 am – 4:00 pm AEST
Email (for general inquiries): [email protected]
This policy applies to all purchases made through The Trustee for the BAJADAZ FAMILY TRUST trading as Airmatics (referred to as "Airmatics," "we," "us," or "our").
1. Timeframe for Returns
You have 14 days from the date of delivery to initiate a return. The item must be received by us within a reasonable time following the initiation of the return.
2. Condition of Items
To be eligible for a return, the goods must meet all of the following conditions:
- They must be unused and in the exact condition you received them.
- They must be in their original, unopened, and undamaged packaging.
- They must be in a sellable condition, meaning the item and its packaging are suitable for immediate resale.
- If there is evidence of fitment, installation, or tampering on the returned component, the return will be rejected. This is especially relevant if the return is due to a customer's misdiagnosis of a fault, as fitting the part constitutes use and renders it unsellable.
3. Proof of Purchase and Return Process
A. Initiating a Return (Return Merchandise Authorisation - RMA)
All returns must be pre-authorised. To initiate a return, you must:
- Have your original invoice number ready.
- Contact Airmatics via phone during our business hours: Monday to Friday, 8:00 am to 4:00 pm Sydney time.
- Provide the invoice number and a detailed reason for the return.
- If the return is approved, you will be issued a Return Merchandise Authorisation (RMA) number.
- This RMA number must be clearly written on the outside of the return packaging. Returns received without a valid RMA number may be rejected and returned to sender at your expense.
Once your RMA is approved, we will provide you with the correct return shipping address.
4. Refunds and Restocking Fee
A. Restocking Fee
A 10% restocking fee applies to all approved returns except in cases where the return is due to a fault with the item or an error on our part (see Section 6). This fee will be deducted from your total refund amount.
B. Refund Processing
Once your return is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.
- If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment.
- The total refund amount will be the item price minus the 10% restocking fee.
- We aim to process approved refunds within 7–14 business days after the item has been received and inspected. Processing times by banks may vary.
Airmatics does not generally offer direct exchanges. If you require a different item, you should follow the return process for the original item and place a new order for the required item.
5. Return Shipping and Freight Charges
A. Customer Responsibility (Change of Mind / Misdiagnosis)
In all cases where the return is due to a change of mind, the item is no longer wanted, the wrong size/item was ordered, or a misdiagnosis of a fault on the customer's behalf:
- The customer is responsible for all fees and costs in the return freight.
- No refund or credit will be given on the original outbound freight charges paid on your order.
- If the goods are damaged in return transit due to poor packaging, the refund may be denied.
Airmatics will cover the return freight costs only when:
- The item was defective, damaged, or incorrect (not what was ordered).
- The return is due to a store error (e.g., the wrong item was sent).
6. Damaged, Defective, or Incorrect Items (Australian Consumer Law)
Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If an item is received and is found to be faulty, defective, or significantly not as described, you are entitled to a remedy under the ACL.
The process for a faulty item is:
- Follow the return initiation process in Section 3, clearly stating the item is faulty/defective.
- If deemed genuinely faulty by Airmatics, Airmatics will arrange the return freight for assessment.
- The item must be returned to Airmatics for thorough assessment.
- If the assessment confirms the item is faulty, we will process a full refund (including the item cost and original shipping cost) or offer a replacement, as required by the ACL. No restocking fee will apply.
7. Non-Returnable Items
The following items are generally not eligible for return under any circumstances unless they are proven to be faulty upon arrival:
- Any item where there is proof of fitment or installation.
- Items not in original, sellable packaging.
- Custom-made or specially ordered non-stock items.
8. Contact Information
For all return inquiries or questions about this policy, please contact us by phone during business hours:
Phone: 02 4721 2766
Business Hours: Monday – Friday, 8:00 am – 4:00 pm AEST
Email (for general inquiries): [email protected]