Returns, Refunds and Warranty Policy

Last Updated: 16 September 2026

This policy forms part of the Dandenong Wheels & Castors Terms and Conditions.

1. Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law 🡥.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded, restricted or modified.

2. Change of Mind and Incorrect Selection

We may accept a change of mind return or an incorrectly selected product within thirty days of purchase where:

• The product is unused, unmodified and suitable for resale
• The packaging, accessories and documentation are intact where reasonably possible
• You provide satisfactory proof of purchase
• You arrange and pay for return delivery, unless we agree otherwise

Please contact us before returning an online order so that we can confirm eligibility and provide return instructions.

A restocking fee of up to twenty five per cent (25%) may apply to an accepted change of mind return. We will tell you the applicable amount before the return is completed.

Change of mind refunds will be made to the original payment method after the returned goods have been received and inspected. We aim to process an approved refund within seven to ten business days. Your bank or payment provider may require additional processing time.

3. Faulty, Damaged or Incorrectly Supplied Goods

Please contact us as soon as reasonably possible after noticing a fault, damage, incorrect supply or other problem.

We may ask you to provide:

• Satisfactory proof of purchase
• A description of the problem and when it occurred
• Photographs or video where useful
• The product, relevant parts, accessories and documentation where reasonably required for assessment

There is no seven day limit on rights relating to faulty goods. The appropriate period depends on the goods, the problem and the applicable law.

4. Remedies

If goods have a major failure, you may reject the goods and choose a refund, replacement, or keep the goods and claim compensation for the reduction in value.

If a failure is not major, we may choose to repair or replace the goods within a reasonable time. If we do not do so within a reasonable time, you may have further statutory rights.

You may also be entitled to compensation for reasonably foreseeable loss or damage caused by a failure.

5. Return and Assessment Costs

If goods are confirmed to have a failure covered by applicable consumer guarantees, we will bear reasonable return costs where required by law. Please contact us before arranging freight so that we can provide instructions.

If returning the goods would involve significant cost because of their size, weight or location, contact us so that an appropriate inspection or collection can be arranged.

If an assessment finds no product failure and the problem was not caused by us, reasonable assessment, return or redelivery costs may be payable by you where permitted by law. We will explain any proposed charge before proceeding.

6. Voluntary Twelve Month Warranty

In addition to your statutory rights, Dandenong Wheels & Castors provides a twelve month warranty against manufacturing faults and defects from the date of purchase unless a different written warranty period is stated for the product.

This voluntary warranty does not cover a problem caused by:

• Misuse, abuse or neglect
• Incorrect selection, assembly or installation
• Impact or overloading
• Exposure outside the stated environmental limits
• Normal wear and tear
• An unauthorised repair, alteration or modification that caused or contributed to the problem

An alteration or attempted repair does not remove any statutory right that continues to apply.

7. Making a Voluntary Warranty Claim

Please contact us within the twelve month warranty period using the details below.

Business Name: Dandenong Wheels & Castors
Address: 310 South Gippsland Highway, Dandenong South VIC 3175
Phone: (03) 9792 3949
Email: [email protected]

Provide satisfactory proof of purchase and details of the claimed defect. We will provide you with assessment and return instructions.

If a manufacturing fault or defect covered by this voluntary warranty is confirmed, we will repair the product, replace it with the same or an equivalent product, or provide a refund if repair or replacement is not reasonably available.

We will pay reasonable return and redelivery costs for a confirmed claim covered by this voluntary warranty. Please contact us before sending the product so that the method and costs can be approved.

8. Mandatory Consumer Guarantee Statement

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

• To cancel your service contract with us
• To a refund for the unused portion, or to compensation for its reduced value

You are also entitled to choose a refund or replacement for major failures with goods.

If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion.

You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.

9. Manufacturer and Supplier Warranties

Some products may also have a manufacturer or supplier warranty. We will assist you with a claim where appropriate. A manufacturer or supplier warranty does not replace your statutory rights.

10. Proof of Purchase

Satisfactory proof of purchase may include a tax invoice, order confirmation, receipt, account statement or another record that reasonably demonstrates the purchase.

Last Updated: 16 September 2026