This Refund Policy (“Policy”) applies to your purchase of products from us, Ultipower Flow Pty Ltd ABN 83 649 357 353.

1. General

(a)       This Policy covers products that are faulty or incorrect at the time of delivery or you have changed your mind on receiving the product. If the product was working at the time of delivery and has subsequently become faulty, then our Warranty Policy applies.

(b)       We may change this Policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

2. Repair or Replacement of Faulty Products

(a)       If you receive a faulty product, we will, at our discretion, either repair or replace the product.

(b)       If the fault is minor and you would prefer to keep the product, we may offer you a partial refund of the purchase price as compensation.

(c)       We will arrange and pay for any return freight if we require the faulty product returned, and for any delivery costs to get the repaired or replaced product back to you.

(d)       When a faulty product is returned for replacement, that product must first be returned to us before a replacement product is sent out.

(e)       If we cannot repair or replace your faulty product, we may offer you a similar alternative or a refund of your order.

(f)         If the product was working on delivery and you are claiming warranty, our Warranty Policy applies - see our Warranty Policy.

3. Incorrect Products

(a)       In the event you receive an incorrect product, you can return the product as long as it remains unused and unopened with the original packaging intact.

(b)       If the product is incorrect due to an error by you, you will need to pay for all delivery costs. If the error is by us, we will pay for delivery costs.

4. Change of Mind Returns

(a)       Generally, we do not provide a refund if you change your mind and no longer want the product you ordered or purchased from us.

(b)       We may, at our discretion, offer you a refund or exchange for the product, provided that:

(i)         you notify us of your request for refund or exchange within 14 calender days of the delivery; and

(ii)        the product is returned to us in the condition in which that product was delivered to you with original packaging and in a re-saleable condition.

We do not offer a refund or exchange for the product which was customised for you or which we purchased from the supplier specifically for your order.

Any delivery costs relating to the return or exchange of the product must be paid by you.

5. Exceptions

Notwithstanding the other provisions of this Policy, we may refuse to provide a replacement or refund for the product purchased by you if:

(a)       the fault of the product was caused or contributed to by you; or

(b)       you knew or were made aware of the fault of the product when you purchased it.

6. How to Return Products

(a)       If you wish to enquire about any refund, repair or replacement, you can contact us via email at operation@ultipower.com.au or by calling at 1300 75 75 77.

(b)       If you have contacted us and confirmed your return will be accepted, please send the product to the specified address.

(c)       Please double confirm the return address before you book the freight. ** Please include a copy of your invoice/invoice number, and details on why you are returning the product to help with timely processing.

(d)       Unless otherwise specifically provided in this Policy, we do not refund delivery costs, insurance charges or lost returned product.