Refund policy
Last updated: 23 August 2026
At EWP Spares, we want customers to receive the correct product and we will work with you if something goes wrong.
This policy applies to products purchased directly from EWP Spares Pty Ltd through our Website, sales team or an EWP Spares quotation.
Nothing in this policy excludes or limits rights that cannot lawfully be excluded, including applicable rights under the Australian Consumer Law and applicable consumer laws in other countries.
1. Australian Consumer Law
Where the Australian Consumer Law applies, customers have statutory rights when goods:
- are faulty
- are unsafe
- are not of acceptable quality
- do not match their description
- are not reasonably fit for a disclosed purpose.
The remedy available depends on the circumstances and whether the failure is major or minor.
These statutory rights apply independently of this voluntary returns policy and cannot be removed by a manufacturer's warranty or EWP Spares' change-of-mind conditions.
Sale or discounted products remain covered by applicable statutory consumer guarantees.
2. Contact Us Before Returning a Product
Before returning an item, please contact EWP Spares at:
Where possible, include:
- order number
- product or part number
- machine make
- machine model
- machine serial number
- description of the issue
- photographs or video where relevant.
For electrical, electronic or warranty-related issues we may also request information about:
- installation
- supply voltage
- fault codes
- wiring
- controller version
- machine configuration.
Please do not return an item without first contacting us so that we can provide return instructions and ensure the return is directed to the correct location.
3. Faulty, Damaged or Incorrect Products
Please contact us as soon as reasonably possible if:
- the product arrives damaged
- you receive the wrong product
- there is a manufacturing defect
- the product is materially different from what was ordered
- the product does not perform as represented.
We may ask for photographs, video, diagnostic information or other reasonable evidence so we can assess the issue.
We may also need to inspect or test the item.
Where applicable law entitles you to a remedy, we will provide the appropriate remedy, which may include:
- repair
- replacement
- refund
- another remedy required by law.
4. Freight Damage
Where an order arrives with visible freight damage, please:
- photograph the packaging before disposing of it
- photograph the damaged item
- keep the packaging where reasonably possible
- contact us promptly.
This helps us lodge a claim with the freight provider.
Failure to retain packaging will not remove statutory rights, but it may make a freight investigation more difficult.
5. Change-of-Mind Returns – Australia
EWP Spares may accept change-of-mind returns on eligible standard-stock products where:
- you contact us within 14 days of delivery
- the return is approved by us before being sent
- the product is unused
- the product has not been installed or fitted
- the product is in resalable condition
- original packaging, labels and accessories are included.
Approval of a change-of-mind return is at EWP Spares' discretion except where applicable law gives you a right to return the product.
6. Change-of-Mind Return Costs
For an approved change-of-mind return:
- the customer is generally responsible for return freight
- original freight charges are generally not refundable
- the item must be packed appropriately for return transport.
Where the return is required because of a fault, incorrect supply or another reason for which EWP Spares is responsible, different freight arrangements may apply.
Nothing in this section affects statutory rights.
7. Restocking Fee
Approved change-of-mind returns may be subject to a restocking fee of up to 15% of the product price where reasonably necessary to cover inspection, repackaging, administration or loss in value.
We will tell you if a restocking fee applies before approving the return.
A restocking fee will not be applied where doing so would improperly reduce a refund or remedy required by applicable consumer law.
8. Products Not Eligible for Voluntary Change-of-Mind Returns
Unless EWP Spares agrees otherwise, the following are not eligible for voluntary change-of-mind returns:
- special-order products
- custom-made or specifically configured products
- products ordered specifically from an overseas supplier for the customer
- products that have been installed or fitted
- used products
- products damaged after delivery
- products missing original components or packaging where this materially affects resale
- programmed or configured products
- software or licence products after activation
- electrical or electronic components once installed, connected or used
- clearance products specifically identified as final-sale for change-of-mind purposes.
This section applies only to change-of-mind returns.
It does not remove rights relating to products that are faulty, unsafe, incorrectly supplied or otherwise covered by mandatory consumer protections.
9. Electrical and Electronic Components
Electrical and electronic products may include:
- control boards
- controllers
- displays
- joysticks
- sensors
- chargers
- solenoids
- switches
- analysers
- diagnostic equipment
- electronic modules.
Because these products can be damaged by external wiring faults, incorrect voltage, short circuits, incorrect installation or incompatible equipment, EWP Spares may require technical testing before determining the cause of a reported failure.
Where a product is found to be defective, applicable warranty and statutory rights will continue to apply.
Where testing shows the damage was caused by incorrect installation, incorrect voltage, external faults, misuse or another circumstance unrelated to a defect in the product, the claim may not qualify under a voluntary warranty.
10. Incorrect Part Ordered by the Customer
Where the product supplied matches the product ordered but the customer selected the incorrect item, this will normally be treated as a change-of-mind return.
For machinery parts, compatibility can depend on model and serial number.
We recommend contacting EWP Spares before ordering if you are unsure.
Where EWP Spares expressly recommended a product based on accurate machine details supplied by the customer and that recommendation proves incorrect, please contact us so we can resolve the issue.
11. Special Orders
Special-order products are sourced specifically for a customer's order.
Once we have committed the order to our supplier, the product generally cannot be cancelled or returned for change of mind.
This may include items:
- sourced specifically from an OEM
- sourced from an overseas supplier
- manufactured or configured specifically for the customer.
This does not affect rights relating to faulty, damaged, materially misdescribed or incorrectly supplied products.
12. Backordered Products
A product placed on backorder may be cancelled before dispatch unless:
- it has become a special-order item
- we have already committed to non-cancellable supplier costs
- another agreed condition applies.
We will advise you where this is the case before or during processing where reasonably practicable.
Mandatory consumer rights remain unaffected.
13. Sale and Clearance Items
Discounted, sale and clearance items may have different change-of-mind conditions.
However, sale pricing does not remove statutory rights where goods are faulty or otherwise fail to meet mandatory consumer guarantees.
Where an item is discounted because of a known defect, cosmetic issue or other condition, that condition will be identified before purchase where required.
14. Warranty Assessment
Some products may need to be returned to:
- EWP Spares
- the product manufacturer
- an authorised distributor
- another testing facility.
Assessment times vary according to the product and nature of the issue.
We will endeavour to progress warranty assessments within a reasonable period.
The existence or expiry of a voluntary manufacturer's warranty does not remove statutory rights that may separately apply.
15. Refund Method
Approved refunds will generally be returned to the original payment method where reasonably possible.
Bank and payment processing times are outside EWP Spares' direct control once a refund has been processed.
Shipping costs will be refunded where required by applicable law or where EWP Spares agrees to do so.
16. Exchanges
Where appropriate, we may offer an exchange instead of a refund.
If an exchange is for a product with a different price:
- the customer must pay any additional amount, or
- EWP Spares will refund the difference.
Any statutory right to choose a different remedy is not affected where applicable.
17. UK Consumer Orders
This section applies where mandatory UK distance-selling consumer rights apply to an order.
An eligible UK consumer purchasing online generally has the right to cancel an order without giving a reason by notifying EWP Spares within 14 days after receiving the goods.
After notifying us of cancellation, the consumer generally has a further 14 days to return the goods.
To cancel, contact:
and clearly state that you wish to cancel the order.
You may use your own wording. Please include sufficient information for us to identify the order.
UK Return Costs
Unless the product is faulty, incorrectly supplied or applicable law requires otherwise, the customer is responsible for the direct cost of returning goods following a change-of-mind cancellation.
UK Refunds
Where the statutory cancellation right applies, we will refund amounts required by UK law, including the applicable standard outbound delivery cost.
If you selected an enhanced or more expensive delivery service, any amount above the cost of our standard delivery method may not be refundable.
We may withhold the refund until:
- we receive the goods, or
- you provide appropriate evidence that the goods have been returned,
where permitted by law.
Handling UK Returns
You may inspect and handle a product to the extent reasonably necessary to establish its nature, characteristics and functionality.
Where the value of goods has been reduced because they have been handled beyond what would reasonably be permitted in a physical store, we may make a deduction where permitted by UK law.
UK Exceptions
Certain products may be exempt from statutory cancellation rights under UK law, including certain goods that are genuinely made to a customer's specifications or clearly personalised.
A standard product being sourced following an order is not automatically considered personalised or bespoke.
Nothing in this policy limits other UK statutory rights in relation to faulty, misdescribed or non-conforming goods.
18. United States Customers
Consumer return requirements in the United States differ between states.
Unless mandatory state or federal law provides additional rights, US customers are subject to the change-of-mind conditions contained in this policy.
Where a mandatory US consumer protection law provides additional rights, those rights will apply and this policy will be interpreted consistently with them.
19. International Return Freight
Unless required by applicable law or the return results from an error for which EWP Spares is responsible, international customers are responsible for:
- return freight
- appropriate packaging
- tracking
- export documentation
- any associated return costs.
Please contact us before sending an international return.
Customers should not send a return with duties or taxes payable by EWP Spares unless we have agreed to that arrangement in writing.
20. Refused International Deliveries
If an international order is refused because the recipient will not pay applicable customs duties, taxes or import charges, the carrier may:
- return the shipment
- hold the shipment
- abandon the shipment
- charge additional fees.
Where permitted by law, actual return freight, customs or carrier charges incurred by EWP Spares may be deducted from any amount otherwise refundable.
This does not apply where the refusal resulted from an error by EWP Spares or where applicable consumer law requires a different outcome.
21. How to Request a Return
To request a return, email:
Please provide:
- your name
- business name, if applicable
- order number
- product or part number
- reason for return
- photographs where relevant.
We will provide instructions for the next step.
22. Contact
EWP Spares Pty Ltd
Unit 9 – Silo Storage
104 Southwell Road
Oran Park NSW 2570
Australia
Email: enquires@ewpspares.com.au
Phone: 0494 011 678